Why is the Fitbit Ace not syncing?

[Mark_Burn]

Having Fitbit Ace sync issues. I've Definitely setup Family Account on wife's phone. Definitely setup daughter under Family Account. Definitely setup wife as guardian.

Definitely paired and added Fitbit Ace.

Really struggled to install firmware update, had multiple failures but eventually I think it took.

On completion the firmware update shows on phone as allegedly 37.37.1.1

Since then syncing is hard.

Involves everything from restarting phone, to restarting Bluetooth, to deleting Ace and re-adding/re-pairing.

Seems to work best only when Ace is fully Fully charged. And only when I stand physically as far as possible away from the two Fitbit Charges in the house. Sometimes I think resetting the Ace has something to do with it. When resetting the Ace (3 presses) after Fitbit Logo shows 37.01.01? Switching from Kid view to Parent view my wife's Fitbit Charge syncs pretty much straight away (regardless how close other Fitbits are)? Each time I get the Ace to sync I can repeat a sync within a couple of minutes but 10-15 minutes later - I'm back to square one? All this on my wife's Android Moto G5 Mobile. Appreciate any thoughts/ideas. M

Moderator edit: subject updated for clarity 

[Julia_G]

Hi, @Mark_Burn, the Fitbits can definitely interfere with each other if they are in range.  The advice is that wherever possible move all other Fitbis out of Bluetooth range.

Restarting the Ace is probably the best way to force a sync, although sometimes you may need to try this two or three times.  Immediately after the restart try to sync.

I would definitely NOT recommend removing the Ace and repairing it because sometimes that can make it very difficult to re-pair.  Instead, follow the instructions to set up a replacement tracker.  That will have the same effect as deleting and re-pairing it.  The difference is, if the process fails, the Ace remains attached to the account.

Don't worry too much if it doesn't sync every time -- the memory should hold up to 7 days detailed info, and outline info such as steps for 30 days.

[Mark_Burn]

I've basically given up.

I sync the Ace when I've got 20 minutes to waste.

It basically doesn't sync in anyway that could be expressed as easy.

I'm just ensuring that the Ace's battery is fully charged and trying to find time once or twice a week to have a go.

I'm also now fascinated that the first 5-10 minutes of charging the Ace sees the battery depletes rather than increases. I put all Bluetooth devices as far as possible away.

Do multiple resets.

Do multiple syncs.

Do multiples of times.

Oh well.

I tried going for a walk and stood in the middle of nowhere with just my wife's phone and my daughter's Fitbit.

Would they sync? No! I've got this niggling feeling something isn't quite right?! 

[DramaQueenDiva]

When do you try to sync?  Sometimes the time of day you choose to sync has something to do with your ability to sync.  Peak times when there's a high volume of others trying to sync means that you will have to wait longer.  Try syncing at off times if you can, such as later in the evening or mid-afternoon.

[DavideFitbit]

Hello @Mark_Burn, welcome to the Community forums, and thanks for providing all these details.

I'm sorry to see that you've experienced trouble to sync your daughter's Ace, I can see that you've tried several troubleshooting options, just in case, I do recommend that you also take a look at the steps provided here to make sure you've exhausted all troubleshooting possibilities. 

As @Julia_G and @DramaQueenDiva have mentioned, other devices that are too close to the Ace could interfere with the syncing process, as well as other users trying to sync at the same time. 

However, I can see that you also mentioned in your post you are trying to sync with your wife's Motorola G5, unfortunately this phone is currently not listed as a compatible device to sync with the Fitbit app, this could also be the reason why you continuously experience trouble to sync the Fitbit Ace. 

I hope this helps. 

[Mark_Burn]

Thanks for the reply.

Looks like I've exhausted the options you suggest, but appreciate the new information.

I've found completely removing and re-adding the tracker will force a sync. I like to do it late at night whilst watching a film on a weekend evening.

I'm fascinated by the interfering device idea, Bluetooth is a common interface on a multitude of devices, I would imagine most people would struggle to put 30-40 feet between every Bluetooth device in their houses. Perhaps I should buy a bigger house? If I sit my Charge 2 tracker next to my wife's I can ordinarily sync first time.
It could suggest that the Bluetooth transmitter in the Ace is not as good as the one in the Charge?

I'm fascinated by the Motorola G5 not being listed as supporting the Fitbit app. Is that a Lenovo/Motorola thing or a Fitbit thing? I have the Fitbit app functioning error free on my own and my wife's G5 paired with little or no issue with our pair of Charge 2 trackers.

I'd like to see the article on syncing the Ace via computer, I've looked into that but it didn't appear to be obvious how to access the family account/daughters data when logged in as my wife. Feels like that should be a thing? Could be an option...
I might have missed something there.

Kind regards

M







Get Outlook for Android

[Mark_Burn]

Having clarified that the Ace isn't listed as being compatible with my wife's Motorola G5.

And having figured out that the online Dashboard at www.fitbit.com doesn't have a family account option (currently). I've worked out my best remaining solution is to install the Fitbit app for windows from here:- https://www.microsoft.com/en-gb/p/fitbit/9wzdncrfj1xx

This allows me to login as my wife, pair the Ace and sync the data.

Delighted daughter...and by leaving the Windows App in Kid's view - no need to flick between Parent view and Kid view on my wife's phone...it's not my first choice but seems like a solution that syncs...

Hopefully this is useful to someone else...maybe...M

[DramaQueenDiva]

I had trouble with my Ace and syncing today. It turns out it needed a restart. On the charger, you will notice a black button. Plug the Ace into the computer as if you were charging it. Then press the button on the cable 3 times within 8 seconds. Take brief pauses in between. One the Fitbit logo appears on the tracker, the tracker gas successfully been restarted.

[Mark_Burn]

Thanks for sharing your experience, this is a really clear explanation of how to reset the Ace. And I have had occasions where I've seen this genuinely work. Unfortunately for me not consistently or reliably. It's also a good way of checking which version of the firmware is installed if you watch carefully. Thanks again.

[DramaQueenDiva]

It could be the Moto. I just looked at the "List of Supported Devices" and didn't see it there.

[Mark_Burn]

Thanks for your feedback.

I've established that my wife's Motorola G5 isn't listed as supported from DavideFitbit's post. Unfortunately I've got a G5 as well so little point trying that. What intrigues me is that neither of our Charge 2's have trouble syncing with the G5. Which would point to it either being an issue with the Bluetooth transmitter/receiver in the Fitbit Ace or something in the software of the Kid's view which causes a sync fail. As it is not possible to sync the Ace in parent view we can't prove anything there. When setting up the Ace it took many attempts to update the firmware which again points to Bluetooth issues. Admittedly I've never to my knowledge updated the firmware on the Charge 2 via the Moto. The Moto G5 is Android 7 and in the UK the Moto G6 is just released. I guess the vast number of handsets is fun to stay on top of.

As previously stated I've moved on to syncing via the Windows app on our laptop as it is not possible to do so via the online dashboard. Because of all the sync failures via Android app we have got out of the habit of trying to sync regularly and concentrated on keeping the battery fully charged.

For now I'm happy that I've got an alternative stable way of syncing.

Thanks again. M

[DavideFitbit]

Thanks for the responses @Mark_Burn. 

I've seen that the Fitbits interfering with another tracker's Bluetooth connectivity would only apply if they're close to one and other, but I don't think that's the case here, I do believe the trouble you've experienced to sync is more related to the compatibility of the Moto G5, as you already mentioned. Some users have been able to sync with non-compatible devices, unfortunately it can't be guaranteed it'll always work properly unless the phone's officially listed as compatible.  

Here's the article on how to sync with a computer and other requirements, in case it's useful for other people checking out this thread for the first time: How do Fitbit devices sync their data?

Also, many thanks for sharing the alternative solution you've found to sync the Ace and manage family account with your computer, I'm sure this will be helpful for other people who may have the same concerns. And to you, @DramaQueenDiva, for sharing these steps! 

[Ruthann1119]

I was having problems syncing my son's Ace with my phone.  Your suggestion for downloading the app for windows got my son's Ace to sync!  I am going to leave it in the Kid's View on my computer.
Thank you so much for your post!!

[JuanJoFitbit]

@Ruthann1119 Welcome to our Fitbit Community! I'm so glad to hear that you managed to get your son's Ace synced. Thank you for posting the update here.

I'd like to invite you to visit our Discussions board where you can share your experiences, meet people and create new topics.

Hope to see you in our Fitbit Community more often!