Fitbit Charge 3 sync issues

[Carly7698]

The 19th of January was the last day my Fitbit Charge 3 sync'd with my Samsung Galaxy Note 9. Well, actually that's not true. It's the last time it FULLY sync'd. Let me explain. Every night, even before the 19th of January, the watch itself will tell me "sleep not tracked", but it would still show up in the app on my phone. Since the 19th, it no longer shows any sleep data on my phone (nor still on the watch itself). And recently (since the 19th) it will also not show on the phone my "moving each hour" info. Though it DOES show this info on the watch. It also, in the app, doesn't sync battery info. Basically it only sync's heartrate, calories burned, steps, floors, and active minutes. By the way, I have the app auto-update through the Google store. 

Here's what I've tried so far: 

Tried restarting the watch - no help. 

Tried uninstalling and reinstalling the app - no help. 

Tried restarting the phone - no help.

Tried turning bluetooth off and back on - no help. 

Why it only chooses to sync some data is beyond me. 

Why I'm only having problems after January 19th is beyond me, but it's getting BEYOND tiring. 

Please help! 

Moderator edit: Format

[LanuzaFitbit]

Welcome to the Forums @Carly7698.

Thanks for sharing all of the steps that you have tried to get the data to sync correctly. 

In this case let's try to run the set up as if it was a brand new Fitbit. That should help so that your Charge 3 starts syncing once again.

Let me know if you have any further questions.

[SunsetRunner · Accepted solution]

In my post, https://community.fitbit.com/t5/Charge-3/Fitbit-Charge-3-not-syncing/m-p/3214806#M33119 , here are the steps I take to get my C3 to sync.

I do this on my phone (unlocked "Moto E4 PP VRZ XT1767") and I did NOT loose any data...

1) Settings > Bluetooth > touch Charge 3 gear symbol > touch "FORGET"
2) Fitbit app > touch the credit card looking icon top right
3) touch "Set up a Device"
4) touch "Charge 3"
5) touch "Replace your Fitbit Charge 3"
6) scroll to the bottom of the "Read our terms & policies." > touch "I Agree"
7) connect USB charger > touch "Next"
😎 it says "Searching"
9) it says "Connecting..."
10) when it finds my C3 there will be 4 numbers on the C3 screen (you might have to double-tap the C3 screen)
11) type those 4 numbers on the phone screen
12) it says "Connecting..."
13) it says "Try it on."
14) touch a lot of "Next" messages
15) touch "Done"
16) it says "Syncing..."
17) it says "Synced today, a moment ago"

[Carly7698]

How often have you had to perform these steps? 

[Carly7698]

This worked, thank you! Hopefully it won't happen again, but if it does, I know what to do. You were mostly right, I didn't lose any except the moving each hour data. For like 4 days. So all is well. 

[SunsetRunner]

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@Carly7698 wrote:

How often have you had to perform these steps? 

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Based on the older 2.85 version of the Android app... maybe every other day, sometimes not.

Based on the newer 2.86 version of the Android app... EVERY MORNING.

HTH (Hope That Helps)

Updated 02/01/19 ~5:45PM ET

[LanuzaFitbit]

Hello @SunsetRunner and @Carly7698.

I apologize for the delay in my response.

@SunsetRunner Thanks for taking the time to share those steps that helped out.

Glad to read that everything is working correctly after those steps! Hopefully to continues to work correctly with any hiccups.

If you have the time, be sure to visit one of our Discussion boards. Lots of different topics to talk about with any other users.

Feel free to reach out with any further questions.

[DFT1]

Lazuna

I have got to the step where you enter the 4 numbers to sync phone and fitbit Charge 3 but it does not connect. Bluetooth is on on my phone. What next step do you suggest?

[DFT1]

Lazuna

Ignore previous post. It has now connected but needed a second try and seemed to take quite a few minutes

[LanuzaFitbit]

Welcome to the Forums @DFT1.

Glad to read that it did work correctly after the second attempt.

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

Let me know if you have any further questions.

[Nikita1267]

I have done this several times and it syncs but then after a very short time it goes back to not syncing again. Just don't get it. Frustrated.

[LanuzaFitbit]

Welcome to the Forums @Nikita1267.

Thanks for letting us know about it and trying the steps that have been suggested.

In this case, could you let me know what phone is it that you are using? That should let me better understand what is going on.

Let me know if you have any further questions.

[Nikita1267]

I am using the Note 9 and it has worked just fine up until last Thursday. So, I don't know how it can be the phone I am using. But thank you for thinking of that.

Wanda

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@LanuzaFitbit wrote:

Welcome to the Forums @Nikita1267.

Thanks for letting us know about it and trying the steps that have been suggested.

In this case, could you let me know what phone is it that you are using? That should let me better understand what is going on.

Let me know if you have any further questions.

---

[LanuzaFitbit]

Hello @Nikita1267.

I apologize for the delay in my response.  Thanks for letting me know. 

Let's try to run the setup process as if you were using a replacement device. That should help in getting it all to sync correctly again.

Keep me posted on how it goes or if you have any further questions.

[eshack]

Yes, unpairing the Charge 3 and/or uninstalling the Fitbit app  from your phone and then reinstalling it does allow sync to work again for a few days..but then several days later, the Charge 3 won't sync again. Or it takes forever to sync, even when sitting right beside the phone. There is something fundamentally flawed with this Fitbit Charge 3. 

[LanuzaFitbit]

Welcome to the Forums @eshack.

I apologize for the delay in my response. Thanks for sharing your experience in following those steps.

I would like to ask you some question to better understand your situation and possibly find a way to help you prevent this from happening again. 

• What phone are you using?
• What app version is that phone running?
• What Android version is that phone running?

I look forward to your reply.

[eshack]

I am using a Hauwei P20
The Fitbit App version is 2.92
Android Version 8.1.0

[LanuzaFitbit]

Hello @eshack.

Thanks for your prompt reply and sharing those details.

The first thing I'd like to ask is that you is to update the app to the latest version of the app. You can read more about it in here. Having the latest version of the app will help wit the syncing.

In this meantime let's try restarting connection between your phone and the Fitbit from scratch. Please follow these steps:

1. Go into your P20's Bluetooth settings.
2. Look for any Fitbit devices that show as paired devices.
3. Remove them all from the list of paired devices.
4. Restart your phone.
5. Then run the set up as if you were doing it with a replacement Charge 3.

Let me know how it goes or if you have any further questions.

[eshack]

My phone updated the app 16hrs ago..it is now version 2.93

If that doesn't help speed up the sync I will try unpairing the unit from
my phone and re-pairing it.

[LanuzaFitbit]

Hello @eshack.

Thanks for reaching back and letting me know about the version of the app.

Please do let me know how it goes with the update and with the unpairing if it comes to that. I'd like to know about that so that I can help you figure out what is going on.

I look forward to your reply.