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

[AjkaCeSt]

My Versa 4 does the same since 4/10/24 while exercising. It seems like the watch can't connect to GPS.

I tried on/off solution, factory reset and actualisation,. nothing helped.

[j4gs9]

Thanks

--
Kind Regards

Jagdish

[Tammiebo]

this is so frustrating - any updates on when this will be fixed?

[HelloMate]

There's a strange test going on now...will my Sense last long enough for the problem to be fixed. (working fine still)

it's been 4 months now🙄

[AjkaCeSt]

I've set the straight length manually and it fixed my problem.

[wicks21]

Hi - is this fixed yet? I just got a new Sense 2 and it shows steps but zero km?

[nengis]

mama mia, what a shame you just got a new Sense and this problem will never be fixed 🙂 I already gave up all the hopes. I have a new watch and gave my old Sense to my kid just to see how many months it will take them to fix this

[JuanFitbit]

Hi everyone! Thank you for your messages, feedback and screenshots shared.

I've informed our team and shared your updates so that they are aware of the new symptoms. 
They are looking into this, and will work a solution for it. 

Hopefully it will be solved soon. I'll update the thread as soon as I receive further info. 

[IainNash]

Hi, I confirm that manually inputting a stride length did reactivate the tracking of non-GPS-tracked mileage data on my Sense. 

For some reason, when the app migrated to Google, it must have deleted the walking-stride-length and there was no data for my walking stride in the app. Once I entered a value, I toggled back to "Set automatically" and the tracker is working again as expected. Hope that helps. 

[IainNash]

Hi RiekoC, the same issue affected my Sense. It was showing GPS-tracked mileage on my tracker clock-face but it wasn't recording distance for ordinary steps performed between workouts. I fixed it by entering a value into the field for walking-stride-length then toggling back to "Set automatically".

I don't know if Google/FitBit found a fix yet but it seems to be related to there being no value in the walking stride-length on the app. I'm guessing when the app got updated, it accidentally cleared this field and/or isn't automatically updating this field as it should. Hope that helps.

[IainNash]

Hi @JohnnyRow, I replied to @RiekoC above but thought I'd reply to you too as you've taken an interest. The same issue affected my Sense, so it's Charge, Versa and Sense. My Sense was showing GPS-tracked mileage on my tracker clock-face but it wasn't recording distance for ordinary steps performed between workouts. I fixed it by entering a value into the field for walking-stride-length then toggling back to "Set automatically".

I don't know if Google/FitBit found a fix yet but it seems to be related to there being no value in the walking stride-length on the app. I'm guessing when the app got updated, it accidentally cleared this field and/or isn't automatically updating this field as it should. Hope that helps.

[RiekoC]

Hello @IainNash 

Thank you for all the information you provided. We appreciate that you took the time to share with us.

I'm sure that @JuanFitbit is monitoring this thread and will pass on any helpful information from our users to the team working on this issue.

[SunsetRunner]

Sadly it’s been 8 months since I asked for a fix. I tried the forum and no help. I contacted Fitbit directly and they kept on closing the case without providing a fix. I am no longer with Fitbit and feel massively let down. Terrible customer service and support. Good luck everyone else! 

[louisa25]

Hello @JuanFitbit,

When is there going to be a resolution for this? My Versa 4 just started to have this issue, and I can see that per this thread, it’s been a universal ongoing problem since early in the year without a solution from Fitbit. Very disappointing to see. 

[JuanFitbit]

Hi everybody! Thank you for your messages, further info and feedback. 

Our team is working hard on bringing you all back on track as soon as possible. 
An ETA hasn't been provided but be assured that they are working on this. 

We appreciate your collaboration when you all share new symptoms or notable changes

[IainNash]

Hi just to confirm, I tried adding a strife length then putting my tracker
back in auto mode and thought it was working but it isn't. I'm now in
manual stride length mode and it's at least counting something, but there's
a difference between what shows on my Sense and what shows in the app. It
is extremely frustrating.

[Peter964]

It has been 5 months since this was posted. has the solution to the problem been found yet?

[2Flo9]

No! Fitbit's inertia is hopeless and disrespectful to customers...

[Peter964]

Thanks thought as much.

[IainNash]

There is no known fix yet, only recent repeat assurances that the engineers
are working on it. They are losing many customers. I've been with FitBit
for almost a decade and I've always stayed because of my historic data but
since that seems to have also been wiped out since the move to Google, I
have little reason to stay and when I can afford a change, unless something
drastic changes, I'm afraid I will end up being another bad statistic for
FitBit...