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

[SunsetRunner]

Hi LZeeW

I did try this and it worked until the distance read 0.9km then it just stopped working again. 

Thanks for trying! Its getting very frustrating now! 

[PatPhlipz]

I’m having exactly the same issue! It is so frustrating. 

[LZeeW]

@SunsetRunner   Thanks for that update.  I can give feedback to Fitbit that the workaround didn't work so well.

[RiekoC]

Hello @olporr 

There have been other users reporting that their Fitbits have stopped tracking distance. The issue has been escalated to the Fitbit team.

That said, this is the first report that I've seen where the Fitbit tracks distance when connected to a different phone. Please let us know what phone your partner has as well as your phone. This will be helpful for the issue investigation.

It's also helpful to see that your partner's Charge 6 will track distance when using a specified stride length and stops tracking distance when automatic stride is selected.

If we hear of any updates, we will report back.

[Allymcmoon]

Here is an interesting update: my Fitbit is displaying 0kms after my bike ride, but the app was able to gather the distance correctly. However, it is not showing the map of my route (I see a blank screen where the map should be). Also, the "time in each zone" feature is completely off, giving me numbers that are at least twice as much the total time of my workout.

I am guessing the recent update broke the device for a bunch of Charge 5 owners.

[Cruiserdog]

I am ha I g the same problem with my charge 5 since July 2 or 3/24. I have reloaded the app, recharged. Same problem. Everything g else works, but I want the mileage to work please

[PatPhlipz]

Hi all

i’ve managed to fix mine by restarting the device 3 times straight after each other and for now it appears to be working. Can’t guarantee it will stay like that though. 

[SunsetRunner]

Hit PatPhlipz

I tried this as I saw a previous post stating this had worked. Sadly not the case for my Versa 3...

[PatPhlipz]

Oh thats a shame its certainly continuing for now. 

[RiekoC]

Hello @Cruiserdog 

Sorry to see that you're having the distance issue. The Fitbit team is aware of the problem.

One user mentioned that their Charge 5 started tracking distance when they turned off Automatic stride length and manually set the length. If you would like to try this to see if it will work for you, this help article explains how to set the stride length (<-- click link).

Although there's no guarantee that this will work, it might be worth a try until there's a fix.

[sara.calhas]

Hi @RiekoC just tried the manual stride length update and it is working. It is working as a workaround however hopefully Fitbit fixes this issue to be able to calculate automatically the individual stride. Thanks for suggesting this workaround. 

[RiekoC]

Hi @sara.calhas 

Thank you for letting us know that disabling the automatic stride is working for you and you're back to getting your distance.

Hopefully, it won't be too long before this issue gets fixed so that we don't have to use a workaround.

[AllisonU.LA]

Yes, this workaround worked for me too. Thanks for suggesting it!

[joegun]

I can also confirm that it works with manual stride. Distance is counting up now…thanks for the suggestion.

[Allymcmoon]

I set up my device for manual stride length and it is now tracking distance while walking. However, I am curious for why my device was suddenly set up for "automatic" stride, as I had turned that off months ago partly because of inaccuracies with GPS tracking. If that happened because of the recent update, it would have been nice to at least receive a notification about it.

[TurkP]

I spoke with Fitbit and did factory reset yesterday. It is not tracking distance again. 

[SunsetRunner]

Hi TurkP

Thank you for your update.

I have done the Reset a few times now and tried all the community forum advice but nothing seems too be working. The annoying thing is I have had this issue for nearly two weeks and the only thing the official Fitbit Helpline will offer is factory reset then they keep stating the issue to resolved. It clearly isn't. I would have expected a lot more support for a big company than the old "turn it off/turn it off again" approach. Very disappointing. It's clearly not just my device that is affected and all the other features are working fine.

I am awaiting another response from Fitbit. 

[AThoughtRevolvd]

Hi! I'm not the original commenter, but I have been having this issue for the past few weeks. My Fitbit Charge 5 only logs distance (miles) during an activity (Run). Otherwise it logs steps, but my mileage stays at 0.0 distance. Thank you for your help!

[JuanFitbit]

Hi everybody ! Thank you for your messages and feedback. 

I've merged all the reports on this thread, so that all of you receive the updates at the same time, and to keep the Community in order. 

Our Team has been informed, and they are looking into it, and will work on a solution for this. 

I'll update the thread to inform you all, should I receive further information. 

We appreciate your patience. 

[Hanamo]

Hi there, I have the same problem with Charge 6 for about 3 days now, distance showing 0.0km even though it tracks my steps. It works when Running.

My Charge 6 also stopped tracking sleep accurately (shows two hours of sleep yesterday which certainly is not true).

Any updates on how to resolve the issue will be appreciated.