Charge 3 Syncing Problem

[matildasmummy]

Got a Charge 3 yesterday, set was fine and syncing without any problems all day yesterday. However this morning it is struggling to sync, hasn't done for 2 hours even though I've tried a number of times. Also keeps coming up with message that there is an issue with Bluetooth and to restart it, which I have done. Have tried all the usual things force stopping app, turning off Bluetooth, restarting phone etc. Any suggestions please as to what might be wrong?

Moderator edit: Clarified subject

[LanuzaFitbit]

Hello @matildasmummy.

Congratulations on your new Fitbit. Thanks for bringing this up and for trying to troubleshoot your Charge 3 on your own to get it to work.

The first thing I'd like to do is to ask some questions:

• What phone are you using to sync your Charge 3?.
• Do you have any other Bluetooth devices connected to your phone?

In the meantime, please try to follow all of the steps listed in this help article. They should definitely help you in getting it to work. While you might have already tried some of those steps, please given them a shot in the order that they show up and it should help.

Let me know if there are any further questions.

[matildasmummy]

Thanks for coming back to me, I'm using a Moto G6. I have got my phone
paired with my car stereo but I have only set that up today after the
problem occurred with my Fitbit.

Thanks

Moderator edit: Removed personal info

[KenJones]

Dear Lanuza,

    After updating my Charge 3 to firmware version 28.20001.49.45, I have been experiencing the same problem.  Sync works OK all day until bedtime. next morning, Fitbit will not sync. Manual sync appears to proceed normally (no error messages, line goes all the way across) but time of last sync does not change and data is not updated. If I reboot the Charge 3 and/or the phone no help. If I unpair and delete the Fitbit from the account "Set up a Device" again, the Charge 3 syncs, but LOSE MY SLEEP DATA!

Last night was a perfect example: In bed by Midnight, the Fitbit synced at 2:10 AM and I woke at about 8AM. When I finally got it to sync, the App showed that I slept from Midnight to 2:10 AM.

Doing a delete/re set-up every day is a PITA, but losing my sleep data is unacceptable.

Thanks, 

Moderator edit: removed personal info

[KenJones]

I forgot to mention that I sync to my Moto E5 Plus.

[matildasmummy]

Still won't sync, been having to use another device to sync, which isn't really suitable long term due to fact one of the main reasons i wanted it was for notifications from my phone which it is not doing. Have tried re-installing the app and have un paired it although now it will not pair, even though it says it can find it it says that there are Bluetooth issues. It is getting returned as it is not fit for purpose. Very disappointed.

[LanuzaFitbit]

Hello @matildasmummy and @KenJones.

I apologize for the delay in my response.

Based on the information that you both mentioned, this might be happening because both phones are 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 and these help for the notifications.

If none of the above works, you could try to 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.

Let me know if you have any further questions.

[matildasmummy]

That doesn't really explain why it worked and then stopped, I've returned
the device as if it is likely to just stop working even though it worked
before I'm not willing to pay out so much for something so unreliable,
thanks anyway.

[KenJones]

I get it, syncing should not be a PITA but it can be. That said the Charge
3 HR and I are getting along much better. I have found a system that works
for me:
1. If tracker and phone don't sync on their own, try using the app.
2. Next try rebooting the tracker. Mine seems to need a reboot every day or
two
Much better than right after the last firmware update. No known reason for
the improvement.
3. Stop and restart Bluetooth. I am not a fan of Bluetooth - it seems quite
fragile. I based my opinion on my experience with a number of devices.
4. Deleting and adding the tracker back to the app really did not seem to
help me much, even though I found a recommendation to do so as a last
resort. Doing all that would usually work for me, but doing so on the
morning (when I usually had problems) lost my sleep data!

I am a retired software specialist, so have the time and inclination to
work this out. I also really use the data and incentives. Sorry the Fitbit
did not work out for you.
Good luck, Ken

[KenJones]

Dear LanuzaFitbit,
No so,if I am reading the supported devices list correctly: I sync to a
Motorola Moto E5 which is on the list (Moto E (2015)?)
However, I am pleased to report the patient is feeling much better. The
Charge 3 syncs properly almost every time, and if it just flat won't a
simple reboot of the Charge 3 does the trick. I hope the other owners are
also having better results too!
thanks, Ken Jones