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

[2Flo9]

I'm having this problem with the Google Pixel Watch 2... The problem lies in the way the data is processed by the wretched Fitbit application.

[AjkaCeSt]

After I changed my step length manually everything is ok.

[RayneNBlack]

Hello! has this issue been resolved yet. My sense has not tracked the distance for a few months now and I see the message that was posted to say that Fitbit is working on it was quite a while ago?

[EthanM05]

I just started having this a few days ago, the distance is shown in the app, but not on the watch. Hopefully it gets fixed soon.

[j4gs9]

GPS only works when on a run but not a walk 

[Johnnier]

I’ve come on here more out of interest than in any hope that Fitbit are able to resolve this issue. Still manually putting in the lengths of the pool I swim in the morning - my Sense says 1km (which is correct), after syncing the app says anything between 25m and 75m! Fortunately Fitbit have given us the ability to edit the activities, which I’ve been doing every day for the last 4 months!  What good is an activity tracker when the associated app sabotages and corrupts it’s records?

[JuanFitbit]

Hi everybody! Thank you for your messages.  For those who changed the stride length manually and worked for you, thank you for letting us know that the work around is still working for some of you. 

@j4gs9 Thank you for letting us know about the GPS working only for runs and not for walks. I'll pass this info to our team so that they know about it. 

@Johnnier , Thank you for letting us know about the distance. Please keep in mind that this thread is discussing the distance appearing as 0 after syncing. 
As the symptoms of your issue are different, please post on a dedicated thread, so that your info doesn't confuse the users having the main issue discussed here. 
In the meantime (this is ONLY for @Johnnier ) 

Please on the Fitbit App tap on your devices icon (upper left corner) You should see only the Fitbit listed there. 
If you see the Smartphone option listed, it means that you have Mobiletrack active.
MobileTrack uses the phone's sensors to count steps. This is for when you have left your Fitbit at home (e.g. while charging). Please make sure MobileTrack is not activated.
It may happen that the steps recorded with the cell phone overwrite those from your Fitbit.

In the Fitbit app, tap the devices icon (top left corner). There you will see the devices linked to your account. If you see the Mobile Device  Active(Smartphone)  option, tap it and remove it from the account.

[Johnnier]

Thanks for the reply @JuanFitbit , I posted on here as it seemed that the issues were similar and started at the same time (some time early September I think). My issue is that my Fitbit records distance accurately but the app corrupts the info, isn’t this what his thread is about?

It just so happens that my problems with recording distance is swimming rather than walking/steps or running. I have only the Sense device showing when I go through the steps you outlined, however, for obvious reasons, I don’t actually have my phone on me when I am swimming.

[JuanFitbit]

@Johnnier , Thank you for your message. 

This thread is for the distance shown 0 after sync

I found some threads about swimming distance shown wrong in the app. Changing Pool Length
Versa not syncing swim times/distance properly
tracking laps on Versa 2 watch and/or app.
I would suggest you to post you issue on the Sense board or search there if there is any other user who reported this already. 
In this way we all keep the Community in order and it is easier for us to share the important info, and you all have a better overview of any development. 

[dwin]

@JuanFitbit  Just have a Fitbit device listed - any updates for the app yet?

[JuanFitbit]

@dwin , Thank you for your reply! The instructions to check if MobileTrack was on, was ONLY for our friend Johnnier .

This is why I ask you all to post only information relevant to this issue. To avoid further confusions. 
We are releasing a new app update in the next few days that will correct many issues. We haven't been informed if a solution for this is also included in the update. But as soon as I get the info about the update, I'll let you all know over here. 

[wicks21]

@JuanFitbit I received an app update this morning - is this what you refer to? Thanks

-----

Can't wait for the update. Right now my Sense 2 does crazy stuff - I get dramatically different km logged for the same walk on different days. The previous Sense was fine. I only got the new Sense 2 as I scratched the old one...

Moderator edit - merged messages

[JuanFitbit]

@wicks21 , Thank you for your reply.  The app version released was v4.34. 

In the help menu in the app, you can check the app version you have installed. 
If this have corrected the issue, please let everybody know over here. 
We would appreciate the info . 

[wicks21]

I have version 4.32 so I guess awaiting the new version 

[wicks21]

@JuanFitbit I now have v 4.34.1 installed but GPS tracking is really random. Sometimes the walking map logged is ridiculous. See below from this morning 

 

[2Flo9]

Ditto, I regularly get wacky or incomplete map data; something I've never encountered with other apps.

The only response from Fitbit rdt customer service was "stop, clear cache, restart.

Fed up with this accumulation of unaddressed problems for several months (years soon), I decided to cancel my Premium subscription and look for a new one elsewhere.

[JuanFitbit]

@wicks21 @2Flo9 , Thank you for your replies, the picture shared and further info. 
I'll let our team know about the new developments, so that they are aware and continue working on this. 

We appreciate your feedback and collaboration. 

[wicks21]

@JuanFitbit just letting you know that on today's walk which was logged as per usual, the Sense 2 did not produce a map at all. I the past I was getting a map even if it was erratic often. Getting worse 😭

[Backpacker1979]

Fitbit/Google doesn’t care about these problems. It’s obvious they are
investing zero effort/time/money to fix these issues. My guess? Fitbit is
on its way out..:why invest $ into fixing the issues when the product is
being phased out. Their customers with brand new watches are reporting
issues and they’re doing nothing to resolve them.

[ZoeIEa]

Mine has never produced a map. My old charge 5 did everytime. One of the
best parts of it. Really disappointing. Just been out for an hour and my
Sense 2 days I've done less than 1km.