Distance appears as 0 after sync

[sara.calhas]

Hello, wondering if you can help. My charge 5 stopped tracking kms. It records step counts but kms do not appear. Anything I should do to have this back to normal? Thanks, Sara

Moderator edit:  updated subject for clarity

[CaitlinRooo]

Has there been any update to this? I worked with customer support yesterday for this issue and they couldn’t provide any help beyond all the standard restarts and factory reset. 

would really appreciate an update. It seems like customer support was unaware this was a wider issue.

[SunsetRunner]

Hello

i have been dealing with customer services so they are aware. Unfortunately all they keep doing is closing the case and have not supplied a permanent fix. I have had this issue for nearly a month now and have not received sufficient support! Very frustrating! 

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Customer services are aware - I have been in contact with them but all they keep doing is closing the case and haven't supplied a sufficient update. Very frustrating! Mines been without tracking for nearly a month now! 

[Hburd]

Hi,

I talked to customer support yesterday. Is your GPS location on? That was my issue. Also make sure you are using the latest update of the app. 

Hope this helps!

[SunsetRunner]

Hiya!

yes tried all that stuff - nothing seems to have fixed the problem unfortunately. 

[UselessBit]

Fitbit what is the ETA on getting this software update pushed out? Should I start shopping around for a new watch that offers the basic functionality of tracking distance covered whilst walking?

[inemei]

I would like to know as well

[TK50]

Any update from Fitbit on this issue? Mine still no longer tracks distance and changing the stride length did not work,

[MKJones1974]

Nothing. Crickets.

[nengis]

Looks like Fitbit is in big trouble. I use Versa now Sense for ~ 8-9 eyars and they used to solve issue in 1-2 days. Now it looks like they are stuck seriously and even dont bother to inform about any updates and progress. Shame Id day - tracker without distance tracking. 

[Louza12]

Nothing from Fitbit at all on this


Sent from my iPhone

[GerryUK]

Now I've woken up and the front of my Versa 3 is hanging on for dear life. I've tried pushing it back on, that works for a short while, but then it pops open again. I'll try superglue later, if not a replacement won't be a FitBit. Maybe the case opening is a sign I should replace it!

[NettieBabs]

My sense 2 has stopped tracking as well.  Very frustrating.  I've done all the suggested things, reinstalling the app, factory resetting the watch, CV learning cache but it's made no difference.  Hoping it's an update that Fitbit can quickly sort.

[SuryaPrasad]

The support by Fitbit team is frustrating. It has been more than a week and no solution, and even acknowledgment is missing.

[inemei]

Same here

[coolyourboots]

Is there an update on this? This is embarrassing. You people respond with an open ended "We're working on it" response, and it really pisses me off that this thread is a month old now, and nobody at Fitbit cares about their product.
Please don't mention your workaround, as it already doesn't fix the issue for many people.

WHY IS THIS TAKING SO LONG?

[galadrielle.l]

No not working for me (versa 4)

[SalBCardiff]

Mine also stopped working about 3 weeks ago. At the same time the cardio fitness did a step change downwards  to a single figure having given a slowly improving range up until then for 4-5 months.

[Jessicajoudrey]

Currently having this issue. Any update on getting it fixed? Very frustrating. 

[plantbasedsaver]

I've been a huge Fitbit fan since starting with the Charge 2 many years ago. Sadly, my Charge 4 band broke due to a design flaw, but I went ahead and bought a Charge 5 and then Charge 6, both of which worked fine until this distance tracking bug. Unless the old firmware version includes critical bugs that negatively affect many people, why not revert to the firmware version before this distance bug???

Sadly, I was about to buy a Charge 6 for my daughter, but I now have second thoughts about that and will likely look elsewhere...

[mixen]

Tried it and no luck!