Exercise cues and distance are incorrect.

[RasmusP]

I upgraded my Charge 2 to the Charge 3 about a month ago. Since then Distance exercise cues seem to show paces that are too fast when compared to the average pace for the entire run. I have some runs where each kilometre is shown as faster than the average for the entire run, which is clearly not possible. Below is a picture from the app (iOS) to illustrate: avg pace is shown as 5'24" (this appears to be correct for 6,37km in 34:30 min), but each individual km shows a faster pace which is impossible if the average is true. With the Charge 2, I did not notice this kind of inconsistency.

Error in Charge 3 or the app? Anybody else noticing this?

Edit: I just noticed that also the total distance is less than sum of the cue distances.

Moderator Edit: Clarified Subject.

[MarcoGFitbit]

Hello @RasmusP, thanks for joining the Fitbit Community, it's great to have you on board. 

Thanks for your participation in the Forums and for sharing a screenshot of your exercise and details about your issue. At this moment, I've forwarded the information you've provided to our team so they can take a better look at this situation. In the meantime, please go to the Activities section of the online Dashboard and check that your exercise is showing the correct distance and pace. If the information is correct, please try the following in the app:

• Force-quit the app and open it again. 
• Log out from the app, restart your phone and log back in.

Then, check if the exercise is showing correctly in the app. 

Thanks for your patience and understanding, if there's anything else you might want to add, please feel free to reply. 

[RasmusP]

Thanks for forwarding the issue.

I checked how the exercises show up in the web dashboard as you suggested. If I look at the section called "Activity history", there is a row like this for the exercise I previously posted the in-app screenshot from:

 

When I click "View Details", the detail page shows the following information:

[map removed]

As you can see, the "Activity history" shows a slightly longer distance for the run compared to both the iOS app and the web details view (6.54 vs 6.37 km). This distance seems to be the sum of the distances shown in the kilometre splits. The pace shown in the web details view is faster than in the app (5'17" vs 5'24") and seems consistent with the kilometre splits.

Also, the "Activity history" shows slightly more steps and calories burned than both the app and the web details view.

I also tried force quit, logging out of the app and restarting the phone, but this did not change how the data is shown in the app.

[MarcoGFitbit]

Hello @RasmusP, I hope you're doing well, thanks for taking the time to reply. 

I appreciate you have come back after checking the online Dashboard and for providing more details about the issue you're experiencing. I'll make sure to forward your findings so far. 

I understand the data in the app hasn't updated correctly, which is why I would like to suggest you to uninstall the app, restart your phone and install the app again. Make sure to sync your device one more time before uninstalling the app though. 

Thanks for your patience and understanding, give it a try and let me know the outcome. 

[RasmusP · Accepted solution]

Hi,

I didn't uninstall / reinstall the app, but the issue has disappeared after the Charge 3 firmware was updated to 1.49.45 some weeks ago.