Charge 2 not syncing since app 2.82 update

[Freeco]

Anyone else having sync problems since the last Android app update (v2.82 of October 30th)?
My wife has a Charge 2 tracker and syncs it with her Moto G (3rd of 2015).

Ok, the device is not on the Supported Devices list, but it synced just fine for the past year or so. New app and boom... fail...

FB support only suggested things I had already tried myself, and finally refers to the fact that the phone isn't on the list and we should use another phone. Well, no...

For me this is a bug in the current app, and would like to hear if others have similar experience.

Moderator edit: Clarified subject

[LanuzaFitbit]

Hello @Freeco

As you mentioned, the phone you are using is not is not part of the supported devices list. This means that the app has not been fully optimized to work with that phone.

As long as it fulfills the minimum requirements, Android 4.4 and Bluetooth 4.0, there is a possibility that it can work but we cannot guarantee it. Some users of unsupported devices have mentioned that following these steps helps with the syncing, which you might have already tried. What could've happened is that the latest version of the app caused some further incompatibility issues and thus that's why it isn't syncing anymore.

There are some other steps that you could try:

1. Go into the Phone's Bluetooth settings and look for any Fitbit devices.
2. Remove any and all Fitbit devices you can find that are paired to your phone. 
3. Then restart your phone and run the set up process. 

Let me know if you have any further questions.

[CardiganWearer]

yep. it's a known problem - at least to fitbit users, seems fitbt inc haven't acknowledged it yet.

here's another thread:

https://community.fitbit.com/t5/Charge-2/Charge-2-not-syncing-since-last-update/m-p/3024520#M182802

started in October.

I posted this reply in another thread, it may help:

"constant sync problems since the recent app upgrade (a few months ago),

all of the suggestions posted by nonamefitbiters don't work - at all.

best solution I have found (not suggested by any moderators) is to either:

1) Force Stop app, clear app from recent tiles, restart phone - you should get at least one sync before it starts to fail again.

2) Do 1) above and reinstall the fitbit app. Restart the phone. I got about 4 to 6 hours of syncing with this method."

[Freeco]

I guess I proved my point: app v2.83 fixed the issue. So it was a bug in 2.82.

OK, I do understand the app can't be tested on all flavors of Android phones. But there's also no point on (still) having the 1st and 2nd generation of Moto G (2013 & 2014) on the supported list, and not supporting the newer ones.

[CardiganWearer]

I got 2.83 last night and it is better.

have had some sync fails but seems to be working a lot better (compared to not at all)

would have been nice for fitbit inc to acknowledge it was a known problem with v2.82 (so many posts on it) and that they were working on it rather than all the blather canned replies they put up - so infuriating. 

[japato]

yes I have the same experience, the ASUS X00HD phone

[LanuzaFitbit]

Hello @CardiganWearer, and @Freeco. Welcome to the Forums @japato.

Thank you very much for sharing your experiences and that the version 2.83 has been helpful.

@japato Are you referring to having a better time syncing with version 2.83 or that you are experiencing syncing issues despite having that version?

Let me know if you have any further questions.

[letsdance]

Fitbit app not working on my Droid Turbo since update of 3 days ago.  How can this be fixed?

[japato]

yes, I have sync problems even though I have this version 2.83

[letsdance]

This isn't a sync issue.  The app simply won't open on my phone.  I get a message telling me that the app has stopped working.  I have no idea what version I have since I can't open it.  Can someone help me?

[CardiganWearer]

---

@japato wrote:

yes, I have sync problems even though I have this version 2.83

---

yep.

2.83 worked for half a day before having the same old problems.

So I reinstalled the app.

All-Day sync is only working occasionally. maybe once or twice in 12 hours.

Manual sync is successful maybe 50% of the time.

I will see how it goes over a longer timeframe.

At least I can get a sync at least sometimes now.

[LanuzaFitbit]

Hello @letsdance, @japato and @CardiganWearer.

Thanks for getting back to me.

@letsdance In your case, it could be related to where the app is installed. I'd recommend that you make sure that it is installed on the phone's internal memory and not in any external drives, like SD cards. You can do this by going into the settings and looking for the app's settings. There, look for the Fitbit app and see where it is installed. If it is installed on an external drive, move it over to the phone's memory. There should be a button that lets you do that on the settings.

@japato and @CardiganWearer, thanks for giving that a shot. Please do keep in mind that if the phone that you are using is not part of the supported devices list, the syncing inconsistencies might be caused by optimization issues given that the phone is not supported at the time. 

Feel free to reach out with any further questions.

[letsdance]

Thanks for the advice. I found the problem. Fitbit requires that allows
access to the location or something like that. Since the app stopped
working I couldn't see it. I uninstalled the app and then reinstalled it
and the box came up. It's now working just fine.

[LanuzaFitbit]

Hey @letsdance.

Thanks for the update! Glad to read that reinstalling the app got that box to show up and that now it is working.

Hopefully it continues working without any hiccups or interruptions. Be sure to visit one of our Discussion boards if you have the time, there are a lot of topics to talk about with other users.

Let me know if there is anything I can help you with.

[japato]

uninstalling and re-installing did not help, I can not understand why the older type of phone (ASUS) application and synchronization worked smoothly.

I will ask who has a type of phone?

[CardiganWearer]

couldn't get a sync with 2.83 for the last 21 hours.

so went back to previous process to get a sync:

1. force stop app.
2. clear apps
3. restart phone.

then got a manual sync.

from previous experience sync may or may not work for a day or two then I go back to the above process in order to get a sync.

[japato]

I do not understand the question

Version 2.83 I have.

I am surprised that it is not possible to synchronize charge 2 with windows 10, so will not the error in the watch?

[LanuzaFitbit]

Hello @japato and @CardiganWearer.

Thanks for sharing all of the steps that you have already tried to get your Fitbit to sync.

@japato  At the moment there is no ASUS phone in our supported devices list. This means that the app has not been fully optimized to work with that phone.

As long as it fulfills the minimum requirements, Android 4.4 and Bluetooth 4.0, there is a possibility that it can work but we cannot guarantee it. Some users of unsupported devices have mentioned that following these steps helps with the syncing.

You can definitely use a computer or another mobile device to try and sync your Fitbit to your account. Click here to get instructions on how to sync with other devices.

@CardiganWearer Glad to read that the process you detailed helped you. Please do keep us posted on how it goes.

Let me know if there is anything else that I can help out with.

[ErinAllison]

Ooooh I was getting testy but this worked!!! Thank you!! 

[LanuzaFitbit]

Hello @ErinAllison.

Glad to read that you did find steps that worked for you. 

If you have the time, maybe you could visit one of our Discussion boards. Lots of different topics to talk about, perhaps one will pique your interest.

Let me know if you have any questions.