Charge 2 won't sync after old phone died!

[Kamel_007]

Hello all, 

I had Samsung s4 mini that my charge 2 was synced without any problem. 

Then the phone damaged and got a new one Huawei mate 10 lite.. I installed the app and logged in to my account but can't recognize it? 

I tried with iPhone 6s also to no avail! 

Restarted both phone and fitbit and reinstalled the app again. But I still can't connect! 

Please help.. 

[LanuzaFitbit]

Welcome to the Community @Kamel_007! 

That sounds quite odd.

Do you still have access to the S4 mini? Exactly what type of damage did it suffer? Can you still use the screen and navigate the phone's settings? Also, do you get any error messages on the other phones? If so, what do they say?

Look forward to your reply .

[Kamel_007]

The phone has a hardware malfunction so i can't have access to it and it won't turn on ever.

Fitbit was working fine until it died.

I don't get any error messages when trying to sync with other phones. Just I'm asked to turn it on and make sure I have Bluetooth connection. 

However, I contacted customer service and they will send me a replacement pebble.

Thank you for your reply. 

[LanuzaFitbit]

Hey @Kamel_007.

Those are great news that you're getting a new pebble.

I asked about the other phone because it could've been that the tracker and the phone paired and thus the tracker was only going to sync with that phone unless we removed that pairing. However, a new pebble will absolutely work.

If you have the time, perhaps you could visit one of the Discussion boards. Lots of different topics to discuss in there with other Community members.

Hope to see you around. 

[Kamel_007]

Hey @LanuzaFitbit..

Got my new pebble yesterday. Unfortunately it took me many tries to get it connected. Then I noticed it stopped syncing after a couple of hours. Unpaired it. Tried to pair it again with no luck. 

I did the following:

1. Reinstall the app

2. Restart the pebble

3. Restart the device 

4. Try from a new account 

5. Try from iPhone 6s

6. Try from Android 

.... I don't know what I can do now. I think the charge 2 is a faulty model 

[LanuzaFitbit]

Hey @Kamel_007.

That sounds very frustrating.

Let me ask you a couple of questions:

• What phone did you use the first time you set it up?
• Did you get any error messages?

Look forward to your reply.

[Kamel_007]

It was samsung S4 mini. I also tried with Samsung note 2 and it worked the first time.

I also searched the forum and many user complaints sync problems after updating to Android 7.0

Now it sometimes it sync and sometimes it not. If I Restarted the phone it will take a lot of hours to connect. 

[LanuzaFitbit]

Hey @Kamel_007.

At the moment, are you syncing with the S4 or the Note 2? Or both?

If you have managed to sync both of them, I'd recommend turning the Bluetooth off on the S4 and trying to sync with the Note 2 that way.

Look forward to your reply.

[Kamel_007]

 Hey @LanuzaFitbit

I'm using huawei mate 10 lite it sometimes sync and sometimes not. If I restart the phone or turn off the Bluetooth it will lose connection and take a lot of time to sync back.

The s4 mini is no longer active and the note 2 was my friend phone. 

[LanuzaFitbit]

Hey @Kamel_007.

Thanks for reaching back.

Since the Mate 10 lite is not currently a supported device, that would explain why the syncing is not stable. Whenever a phone is not compatible, the app might not work correctly because it hasn't been optimized for that phone's specific hardware and software configurations. Because of this we are not able to guarantee the syncing with an incompatible device.

Having said that, you can try all of the troubleshooting steps that you mentioned previously and that are on our help site. Some users have found them to work with incompatible devices.

Please let me know if you have any questions.

[Kamel_007]

Hey @LanuzaFitbit

Thanks for the reply, but I tried the troubleshooting steps and it was useless for my case.

Anyway, I think Fitbit have to support whatever device. This is very disappointing for me. 

[LanuzaFitbit]

Hey @Kamel_007.

We're always looking to improve the overall Fitbit experience.

Like I mentioned before, it depends on the device and we do appreciate your feedback on the matter. Perhaps you could post about it in our Feature Suggestions boards. Lots of different topics in there to discuss with other members.

Hope to see you around.

[luca85]

---

wrote:

Hey @Kamel_007.

We're always looking to improve the overall Fitbit experience.

---

No, you're not. You've been avoiding even providing any information on what the android issue is for at least a year and a half now.

[LanuzaFitbit]

Hello @luca85.

I'm afraid I do not know what android issue you are referring to.

Are you talking about the supported devices? As I mentioned in my previous post, you could post about it in our Feature Suggestions board.

Let me know if there are any other questions.

[luca85]

---

wrote:

Hello @luca85.

I'm afraid I do not know what android issue you are referring to.

Are you talking about the supported devices? As I mentioned in my previous post, you could post about it in our Feature Suggestions board.

Let me know if there are any other questions.

---

I'm talking about the fact that there isn't support for any android phone on the market! And you don't provide any information on what's going on! Your list of compatible devices hasn't been updated in ages.

BTW, I voted all feature requests to make android phones compatible. Does anyone even care?

[Kamel_007]

This is true since the list of supported devices seems very old.
Even some of my friends who uses android have problems with Fitbit.. It's really disappointing.

I need to get my Huawei mate 10 lite supported? sometimes it sync and sometimes its not..

[LanuzaFitbit]

Hello @luca85 and @Kamel_007.

I understand that this can be frustrating and that it might seem like this is being ignored.

I can assure you that it is not, and that those suggestions are there for a reason. 

Thanks for your understanding. Feel free to reach out with any questions.

[luca85]

I doubt this. None of this suggestions even have the "moderator reviewed" status. Let alone that noone from fitbit on any channel is not giving an answer about why our 160$ devices do not work with any android smartphone??