Fitbit Charge 2 not syncing to Samsung S8

[ahmlaw]

Fitbit was syncing all day until recently, now it won't sync and I have already tried all the troubleshooting options (turn on and off bluetooth, restart Fitbit, login with another device, etc.). I also keep getting a notification from the app saying there are 'Bluetooth Issues'. I currently have firmware 22.22.55.2

[AMH72]

I've been using my Flex 2 for less than 6 months and it has stopped syncing. A long phone call with a tech leading me through all the steps suggested on the web site didn't resolve the issue.  I have checked every part of my Samsung Galaxy 8 phone--bluetooth is on, app is there (I reinstalled it twice today) etc etc. I started having some problems (the device stopped recording my sleep patterns) even before Samsung sent an update to the phone a couple of days ago, so I don't think it was that, or at least not entirely. When I tried to send a message to Fitbit--they do say if all fails, contact them--their system didn't recognize my email, password, phone number.  Yet I was able to log in here. In other words, it's a mess.  Have other people had these sorts of problems?  Should I just give up on the fitbit?  I am not very happy with this.   

[LanuzaFitbit]

Welcome to the Forums @AMH72 and @ahmlaw.

I apologize for the delay in my response. Thanks for sharing all of the steps that you have tried, the information you have shared and for bringing this up. 

In this case I'd like to ask some further questions to better understand what might be happening in each of your cases:

• What Android version are your S8's running?
• When did this start happening?
• Could you confirm if you have gone through all of the steps listed in this help article? If not, please try going through all of them in the order that they show up.

I look forward to your replies so that we can find the best way to get this situation resolved.

[AMH72]

I can see one issue right away: your reply came to my personal email, which I had tried shifting to when I first started to try to deal with the problem. When I was talking to the tech on the phone, however, I made it clear that it was my other email, the one I had used when I first set up the app, that I wanted to use.  i spelled out the email address to her and she repeated it back to me, so I assumed that was the email address that was in your system.  But apparently not.  As for your questions:

1. My phone tells me I have Android version 9. The phone was updated a few days ago, I think April 4. I have no idea whether the update involved a change in Android version.

2.  I started having trouble with "how did you sleep?" in mid March. Since then the Flex 2 data on this have transmitted only a few times.  I started having trouble with the rest of the data--the steps--on April 4 or 5, so it is possible that something about the updating of the phone affected that part of things.  But the failure to download the sleep data began well before then.  As far as I'm aware, the app never stopped syncing with the Flex 2; the problem has been a failure to transmit and/or receive data.   

3.  I have followed numerous steps, including being taken through them by the tech on the phone and following as best I could the instructions on the web pages. Under the tech's instructions, I closed the app and restarted it. Right now the transmission of data is spotty. Some steps get counted, many do not.  I can see that the app is synced--the little image shivers, a line comes across the top of the app--but no steps are recorded.  My Flex 2 is fully charged right now. I have it on.  The app gave me credit for 175 steps earlier this morning and the app just synced and I still have .....175 steps.  But I have been all over the house and know that I've added many more steps since that first number appeared. 

[LanuzaFitbit]

Hello @AMH72.

I apologize for the delay in my response. Thanks for reaching back with all of those details.

Let me address all of the points you mentioned:

• I replied to your post and an email was sent to the email address that you used to create this account. I have not sent you an email directly in any way.
• At the time our team is aware of a situation that is causing syncing issues with Android 9 devices. Our team is looking into that situation and we'll let everyone know as soon as we have any updates.
• If the Fitbit is not syncing correctly at this time, it is not possible to determine what could be happening with the sleep information.

In the meantime I'd like to ask if you have access to another device, or a computer, that you could use to try and sync your Fitbit? You can click here to read more about how to manually sync your Fitbit. 

Let me know if there are any further questions.