Floors not resetting overnight in app Dashboard.

[Paulornm]

Floors not being reset overnigth in Dashboard after IOS 12.

Moderator Edit: Clarified Subject.

[MarcoGFitbit]

Hello @Paulornm, I hope you're doing well, it's nice to see you around the Fitbit Community. 

I appreciate you have taken the time to report this situation to us. Would it be possible for you to take a screenshot of the floors that are not updating in the Fitbit app and reply to me with it? This will be very helpful for our team to check this further. Please follow these steps to upload your screenshots. 

Thanks again for your report, I'll be waiting for your reply. 

[Paulornm]

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@Paulornm wrote:

Floors not being reset overnigth in Dashboard after IOS 12.

Moderator Edit: Clarified Subject.

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Thanks for your answet.

As requested, I’m sending the screenshots. Note that now, besides the Floors, Steps and Km are not being zeroed overnight. My device is a Charge 2 and my IOS 12 device is a Iphone 7.

[MarcoGFitbit]

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

I appreciate you have come back and replied to me with the screenshots requested. Judging by them, it seems the app did not visually updated the information coming from our servers, which is why I would like to suggest you the following:

• Force-quit the app and open it again, if this doesn't seem to work:
• Log out from the app, restart your phone and log back in. 

Additionally, please restart your Charge 2 and if you experience this situation again, please let me know. 

I hope this can be helpful, give it a try and let me know the outcome! 

[Paulornm]

Hello MarcoGFitBit!


Thank you for your answer.


Before contact you, I forced quit the app and opened it again; it didn't to work.


I logged out from the app and restarted my phone and logged back in; it didn't to work, too.


The only thing I didn’t do was restart my Charge 2, because I didn’t know to do this.


Would you please help me with the restart Charge 2 procedure?


For your information, last night, Floors, Steps and Km in the dashboard of my app zeroed and it seems are working well.


Thank you for your help.

[MarcoGFitbit · Accepted solution]

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

I appreciate you have come back and let me know you've tried some of the troubleshooting steps I've provided in my previous response. In order to restart your Charge 2, please follow these steps:

1. Plug the charging cable into the USB port on your computer or any UL-certified USB wall charger.
2. Clip the other end of the charging cable to the port on the back of the tracker. The pins on the charging cable must lock securely with the port.
3. Make sure the button on your tracker is aligned with the button opening on the charging cable. You’ll know the connection is secure when the tracker vibrates and you see a battery icon on your tracker’s display. Your Charge 2 will begin charging.
4. Press and hold the button on your tracker for four seconds. When you see the Fitbit logo and the tracker vibrates, this means the tracker has restarted.

I hope this can be helpful, give it a try and let me know the outcome!