Enabling notification access for my Charge HR causing lots of trouble

[SunsetRunner]

Hello everyone, 

I tried to have call notifications on my new phone (just like I had them on my old one). The problem with that is, it blocks any syncing and causes my phone to spam toasts saying "Unable to pair with Charge HR due to an incorrect PIN or Passkey" (or something along these lines). If I disable notification access, syncing works fine again as it doesn't pair with the Charge HR. Does anybody know a solution to this issue? No other posts could give me an answer because all of them tried to pair them through Android's Bluetooth menu which obviously can't work, but this is not my issue.

EDIT: Seems like this is an issue for all devices running on Android Nougat 7.1.x (maybe even 7.x.x).

[RobertoME · Accepted solution]

Hello @SunsetRunner, welcome aboard to the Fitbit Community. Have you tried the troubleshooting steps for this type of issues? If you haven't it won't hurt to give it a try to these steps: My tracker isn't receiving notifications (Android Fitbit app).

You are correct about this is a glitch with the Charge HR and Android OS (Nougat) 7.1. Rest assure our product teams are aware and working on this.

See you until the next time, catch ya' later.

[SunsetRunner]

Yes, I have indeed tried doing steps from that post (and from other troubleshooting guides), with no effect, since it seems to be a bug related to Android Nougat.

[RobertoME]

H there @SunsetRunner, thank you for keep me updated you have tried already the troubleshooting steps. Rest assure this has been reported to our team and is being investigated to roll a fix in the future.

I'll provide an update when more information is available. See you later!

[FortWorth]

Has the glitch been fixed or is the fitbit still simply of no use to us?

[FortWorth]

So after a chat with fitbit.  Here is the transcript.  Apparently it is screw you to people who have fitbits.

Juliana (3/31/2021, 7:03:11 PM): Thanks for the summary. I'm reviewing your issue now and will be right back.
Me (3/31/2021, 7:03:22 PM): okay
Juliana (3/31/2021, 7:04:28 PM): Hi Gloria, I will be more than happy to assist you with this syncing issue on your Charge 4
Juliana (3/31/2021, 7:04:46 PM): Please go to the Google Play Store and download the latest version of the Fitbit App
Me (3/31/2021, 7:04:56 PM): I just did that 5 minutes ago
Juliana (3/31/2021, 7:05:02 PM): If you don't see any update, please uninstall and install again
Me (3/31/2021, 7:05:10 PM): did that 5 minutes ago
Juliana (3/31/2021, 7:06:03 PM): Have you enough space on your phone for the update?
Juliana (3/31/2021, 7:06:15 PM): Can you please let me know the version of Android of your phone?
Me (3/31/2021, 7:06:20 PM): I uninstalled and reinstalled
Me (3/31/2021, 7:06:37 PM): looking
Me (3/31/2021, 7:06:54 PM): version 9
Juliana (3/31/2021, 7:07:32 PM): Do you have a pending update of your Android. The latest version of the App requires a higher version of Android
Juliana (3/31/2021, 7:07:47 PM): Or are you able to pair and set up with another device?
Me (3/31/2021, 7:07:52 PM): no update available
Juliana (3/31/2021, 7:07:55 PM): Phone, tablet, computer?
Me (3/31/2021, 7:08:18 PM): can you synch to a computer still?
Juliana (3/31/2021, 7:10:00 PM): Charge 4 can sync with Mac
Me (3/31/2021, 7:10:16 PM): we only have windows pcs
Juliana (3/31/2021, 7:10:58 PM): Are you able to try the sync with another phone?
Me (3/31/2021, 7:11:29 PM): all we have is androids. my husbands is having issues synching as well, but it does synch just takes half an hour to do so
Me (3/31/2021, 7:12:05 PM): there is no way to install the old version of the app?
Juliana (3/31/2021, 7:13:01 PM): As the update includes new features for our users, the idea is the keep updating to enjoy these new features.
Me (3/31/2021, 7:13:28 PM): clearly it makes the fitbit we just purchased not too long ago worthless
Me (3/31/2021, 7:14:09 PM): we do not support apple garbage. Have relatives working for them...will not support them.
Juliana (3/31/2021, 7:14:39 PM): It is not necessary to be Apple. You can update your Android version.
Me (3/31/2021, 7:14:51 PM): well the phone says no update available
Me (3/31/2021, 7:14:59 PM): so how do I update it?
Juliana (3/31/2021, 7:15:05 PM): And the latest version of the Fitbit App will work there
Juliana (3/31/2021, 7:15:19 PM): You can contact your phone support for it.
Me (3/31/2021, 7:15:48 PM): fitbit sure has went downhill the past few years.
Juliana (3/31/2021, 7:16:38 PM): I am sorry you feel this way.
Me (3/31/2021, 7:17:07 PM): currently andoid 10 is only compatible with a handfull of devices and googles own pixel smartphones.
Me (3/31/2021, 7:17:33 PM): however, this is expected to change in several months when most android devices will be able to upgrade to the new OS...
Juliana (3/31/2021, 7:17:41 PM): Can you please tell me the model of your phone?
Juliana (3/31/2021, 7:17:46 PM): Let me take a look at something
Me (3/31/2021, 7:17:56 PM): so, therefore we cannot upgrade since it is not available and fitbit took our money and left us in the cold again
Me (3/31/2021, 7:18:26 PM): cp37051
Juliana (3/31/2021, 7:18:39 PM): Is it samsung? Huawei?
Me (3/31/2021, 7:18:43 PM): cp3705a
Me (3/31/2021, 7:18:45 PM): sorry about that
Juliana (3/31/2021, 7:18:50 PM): The model of your phone
Me (3/31/2021, 7:19:27 PM): cp3705a is what the model says.
Me (3/31/2021, 7:19:58 PM): coolpad
Juliana (3/31/2021, 7:20:41 PM): Please let me take a look at the supported devices on the update list
Me (3/31/2021, 7:21:17 PM): all we need to do is be able to rollback to the previous version of the software that worked before it forced the upgrade on us
Juliana (3/31/2021, 7:22:28 PM): I am still checking, please allow me a moment
Juliana (3/31/2021, 7:28:36 PM): Gloria, are you still there
Juliana (3/31/2021, 7:28:39 PM): I apologize
Juliana (3/31/2021, 7:28:44 PM): Had an issue with my system
Me (3/31/2021, 7:28:55 PM): yes
Juliana (3/31/2021, 7:29:20 PM): Currently, it is not possible to roll back to a previous version of a Fitbit Firmware update or an App version.
Juliana (3/31/2021, 7:29:35 PM): All we can try right now is to continue trying the sync manually
Me (3/31/2021, 7:29:49 PM): how do you do that?
Me (3/31/2021, 7:30:04 PM): it will not pair with the phone. it says. couldn't pair with charge 4 because of an incorrect pin and or passkey
Me (3/31/2021, 7:30:24 PM): obviously there is no windows app
Juliana (3/31/2021, 7:30:46 PM): Let's try restarting when you are asked for the pin
Juliana (3/31/2021, 7:30:58 PM): Do you want me to walk you through this process?
Me (3/31/2021, 7:31:18 PM): sure, I have not yet been asked for the pin though. That is the message the phone gives when you try to pair
Me (3/31/2021, 7:31:29 PM): and I don't have a pin even if it did ask
Juliana (3/31/2021, 7:32:18 PM): Do you get asked when pairing with the Fitbit app?
Me (3/31/2021, 7:32:39 PM): no, the fitbit app tries to synch then simply says failed try again?
Juliana (3/31/2021, 7:33:02 PM): Let's do something
Juliana (3/31/2021, 7:33:20 PM): Please go to the Fitbit App, tap on your profile picture at the top left
Me (3/31/2021, 7:33:24 PM): I get in order to improve your fitbit experience..you will need to bluetooth pair and link your tracker with the fitbit app
Juliana (3/31/2021, 7:33:28 PM): The tap on set up a device
Juliana (3/31/2021, 7:33:47 PM): Tap on the Charge 4 from the list, and say yes to replacement
Me (3/31/2021, 7:33:52 PM): ok
Juliana (3/31/2021, 7:34:00 PM): Please let me know once you are there
Me (3/31/2021, 7:34:14 PM): I"m there it is searching
Juliana (3/31/2021, 7:34:41 PM): Great, let me know when it connects
Me (3/31/2021, 7:34:50 PM): found it
Me (3/31/2021, 7:35:14 PM): trying to connect agaib
Me (3/31/2021, 7:35:18 PM): again
Juliana (3/31/2021, 7:35:33 PM): Awesome! Please update me on the march
Me (3/31/2021, 7:36:42 PM): the fitbit itself is saying download or update the fitbit app to setup
Juliana (3/31/2021, 7:36:52 PM): Let's do this
Me (3/31/2021, 7:36:55 PM): phone is still circuling
Juliana (3/31/2021, 7:36:56 PM): Plug your Charge 4 and while it’s charging, press and hold the button for 8 seconds. When you see a smile icon and the tracker vibrates, the tracker restarted.
Me (3/31/2021, 7:37:09 PM): ok hold on
Juliana (3/31/2021, 7:37:15 PM): Of course
Juliana (3/31/2021, 7:38:22 PM): How is that restart going Gloria?
Me (3/31/2021, 7:38:52 PM): restarted
Juliana (3/31/2021, 7:38:58 PM): Great
Juliana (3/31/2021, 7:39:08 PM): What is on the app now?
Me (3/31/2021, 7:39:42 PM): still circling should I back out and try to set up again?
Juliana (3/31/2021, 7:39:46 PM): Yes, please
Me (3/31/2021, 7:40:27 PM): back to the pin code...connecting again
Me (3/31/2021, 7:40:35 PM): I don't understand how it can see it then not see it
Juliana (3/31/2021, 7:40:47 PM): It should be on the tracker right now
Juliana (3/31/2021, 7:40:55 PM): What is on the Charge 4 screen now?
Me (3/31/2021, 7:41:08 PM): download the fit bit app to setup
Juliana (3/31/2021, 7:41:41 PM): Can you try with another phone?
Me (3/31/2021, 7:41:57 PM): I only have one phone. I can only use one phone at a time
Juliana (3/31/2021, 7:42:21 PM): I mean, maybe some familiar's phone
Juliana (3/31/2021, 7:42:39 PM): To check if the device is the one with the issue
Me (3/31/2021, 7:42:57 PM): my husband has the same phone I have. His fitbit still synchs but takes a half an hour to do so
Juliana (3/31/2021, 7:43:46 PM): I will suggest keeping trying this process, and be patient until it shows any message.
Me (3/31/2021, 7:44:11 PM): nothing else I can do with the exception of switching companies
Juliana (3/31/2021, 7:44:16 PM): Once you have tried this, you can reach back to us with this Case #: 40324752
Me (3/31/2021, 7:44:20 PM): this fitbit is brand new and now it is worthless.
Juliana (3/31/2021, 7:44:35 PM): The issue isn't the Fitbit actually
Me (3/31/2021, 7:45:11 PM): actually it is. Fitbit upgraded and said screw you to everyone who isn't connecting via a mac or version 10 android which isn't even available yet.
Me (3/31/2021, 7:45:27 PM): so, to be a good company they would allow you to roll back to the software that actually worked.
Me (3/31/2021, 7:45:32 PM): yet, again they are not allowing that
Juliana (3/31/2021, 7:45:44 PM): I understand your point and your frustration.
Me (3/31/2021, 7:45:56 PM): it is the facts as you have explained them.
Me (3/31/2021, 7:46:27 PM): I give you credit for at least explaining it though. On the forums there is just some guy basically saying yes we know there are issues..we are working on it...BYE
Juliana (3/31/2021, 7:46:30 PM): You are right, and I will of course let it here on the notes so it can be acknoledged
Me (3/31/2021, 7:46:32 PM): at least you tried
Juliana (3/31/2021, 7:47:03 PM): I tried my best to help you solve this issue. And I am sorry I couldn't happen
Me (3/31/2021, 7:47:46 PM): It isn't your fault and I know that. It is disheartening though every fitbit I buy has issues and fitbit does nothing about it the last few years.
Juliana (3/31/2021, 7:47:47 PM): Could you let me know if perhaps you have any additional questions? I'll be happy to help.
Me (3/31/2021, 7:48:04 PM): They used to be such a good company to buy from.
Me (3/31/2021, 7:48:14 PM): No, I just need it to work and apparently it never will.
Juliana (3/31/2021, 7:48:49 PM): I apologize for this experience about the update Gloria.
Me (3/31/2021, 7:49:15 PM): They shouldn't be forcing it the way they did. It would still be working and so would thousands of others would also be working right now.
Juliana (3/31/2021, 7:49:20 PM): Please do not hesitate to try syncing if you are able to have access to another phone or tablet
Me (3/31/2021, 7:49:42 PM): I'm not going to buy a phone specifically to synch. I will just end up dumping fitbit
Me (3/31/2021, 7:49:57 PM): there are several options here they could do.
Me (3/31/2021, 7:50:04 PM): fitbit has to want to have customer service.
Me (3/31/2021, 7:50:22 PM): allow us to roll back to the previous version. have a computer app to synch
Juliana (3/31/2021, 7:50:24 PM): I have that on your suggestions
Juliana (3/31/2021, 7:50:27 PM): Thanks for chatting with me today.
Me (3/31/2021, 7:50:31 PM): Bye
Juliana (3/31/2021, 7:50:35 PM): I hope you have a nice rest of the day Gloria