Incorrect time on Charge 3

[Nadia66]

I can't get my Charge3 to display the correct time.
It was fine at first (for about 6 months) now it always shows the time about 13mins earlier than the correct time. I have cleared User Data and Rebooted (a few times!) but it makes no difference. I'd be happy to delete all data etc on it and the app in order to fix this but have no idea how to do that. 
I'd REALLY appreciate advice on how to deal with this, it's driving me mad!

Moderator edit: Subject for clarity 

[RicardoFitbit]

Hi @Nadia66, welcome to the Community Forums! 

I appreciate the information and details that were shared in your post, thanks for troubleshooting this situation prior to posting, totally understand how frustrating this situation can be for you. Let me share with you that this may should be fixed by updating the time zone setting in your Personal Settings. For step-by-step instructions, please check this help article.

Let me know how it goes, I'll be around.

[Nadia66]

Hi Ricardo,

thanks for the reply, I've tried updating the time zone settings a number of times over the last few weeks, it's had no effect! 

Is it possible to completely reset the Charge3 to factory settings, as it were, and start all over from the beginning? I've tried all the other things that are suggested but can find no way of simply restarting. 

[RicardoFitbit]

Thanks for your reply and update @Nadia66, my apologies for the delay in responding your post.

To better assist you with this situation, can you please let me know which Android mobile device you're currently using to sync your Fitbit device? Also, when was the first time you experienced this? To restart your device, you can check: How do I restart my Fitbit device?. However, this will not reset your device to the factory settings but it can help refreshing your device's performance.

In the meantime I receive your answers to the above questions, please restart your device and in your phone, make sure that the timezone settings are currently set manually instead of automatic. 

Keep me posted and let me know if you have any additional questions.

[Nadia66]

I use a Samsung Galaxy 6.

My Fitbit first stopped showing the correct time months ago - sorry I can't remember exactly when now! It first started showing the time as 6 minutes earlier than it really is, for the last week it has shown exactly an hour and 6 minutes earlier than it should. In that time I made no adjustment to the time settings on the app in my phone.

I have restarted my device many times, most recently after I read your last reply with the suggestion.

It has no effect. The timezone settings are currently set manually instead of automatic.

I have also uninstalled the app, restarted the phone and reinstalled the app. No difference! 
Is it actually possible to reset the Charge 3 to factory settings AT ALL? That would be ideal, so I could start all over again from the beginning. I couldn't care less about losing any data I have accumulated - as it is at the moment the device is essentially unusable! I'm upset not to be using it daily.

[RicardoFitbit]

Your reply is appreciated @Nadia66, sorry for the delay in responding again.

I appreciate all the details that were shared in your post, I totally understand how frustrating this matter can be for you and I apologize for that. There's no way to perform a procedure to factory reset your Charge 3 device, however, you can try our long restart process if you already tried the restart that was previously posted. To do so, please follow the next steps:

1. Connect the device to the charging cable. 
2. While the device is plugged into the charging cable, press and hold the button down for 15 seconds. 
3. The device turns on and shows a battery icon. Two vibrations occur: first a short vibration, then a medium vibration. 
4. The device turns off.
5. The device turns on and shows a progress bar and short vibrations occur. The progress bar completes. Note: A total of 7 short vibrations occur. 
6. Remove the device from the charging cable. The device shuts down.
7. Important: Plug the device into the charging cable again. 

Please let me know the outcome, I'll be waiting for your reply so we can move forward. 

[Nadia66 · Accepted solution]

Hi Ricardo, sorry for delay this end, just seen your reply!

I have saved your instructions for future use - in the meantime I had tried 'adding a new device' from my homepage and when it had completed the long process of adding it as a 'new' device the problem appears to have been solved, time is correct!

Thank you very much for the time you took re:this problem, it's appreciated. Hopefully others will be assisted by the suggestions. 

Nadia

[RicardoFitbit]

Hello @Nadia66, thanks for your reply. Pardon me for the delay in responding your posts.

I'm happy to know that after adding your Charge 3 as a new device the incorrect time issue was resolved! Please do not hesitate to contact me back if you require further assistance or if you have any additional questions for me to answer, I'll be around.

I want to suggest you to visit our discussion forums and participate! There are several users who are interested in fitness, healthy eating, better sleep, among others. I'm sure that they will be happy to meet you there with your recommendations.

It was a pleasure to assist you! 🙂