MobileTrack is syncing sporadically.

[emcdool]

Hello

I have my Fitbit app set up to use steps counter by my iPhone. I checked a day (9 may) last week and this had synced my 8000 steps which were showing on my Fitbit app. Today, the same day on my Fitbit app reports 0 steps. I have checked my steps in my apple health app and they were still recorded there. Other days through the week are counted while some are not.

Moderator Edit: Clarified Subject.

[MarcoGFitbit]

Hello @emcdool, I hope you're doing well, it's great to see you around. 

Thanks for bringing this to my attention. Please note that MobileTrack uses the sensors on your phone to track steps, it does not sync the information available in the Health app. With that said, I would like to suggest you to try the following:

1. Go to the Fitbit app and remove MobileTrack
2. Go to your phone's Settings > Fitbit and disable Motion & Track.
3. Restart your phone.
4. Go back to the Settings and enable Motion & Track again.
5. Set up MobileTrack in the Fitbit app. 

I hope this can be helpful, give it a try and keep me posted in case you need anything else. 

[emcdool]

Thanks for your reply

I tried this but it didn’t work. The fitbit app is recognising the distance on these days but not the steps. Furthermore, these days were reported with the correct number of steps but these have changed over time. This means my weekly step count is incorrect.

See an example below...this was correctly reported as around 20,000 steps earlier in the week. This has now changed to 1,049 steps which is obviously not 5 miles.

[image1.png]
I don’t think this is an issue with mobile track syncing but the information is not being retained by the Fitbit app over time.

Thanks

[MarcoGFitbit]

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

I appreciate you have come back and report your findings. At this moment I would like to gather some information from you so I can check this issue further:

• iPhone model you're using.
• OS version currently running on your phone.
• App version installed in your phone (go to Account > Help to get it)

Thanks for your patience and understanding, I'll be waiting for your reply.