Most recent update on Charge 2, Android

[mrfaulk1]

Ever since this past update, the app won't sync, nor will the Fitbit itself keep accurate readings. I have to power my down and back on for it to sync to this **ahem** update on the app!

I rely on this app all day long and have never had problems with it...till now! I just busted my **ahem** on the elliptical, and when my heart rate is usually "peaking," the app and my watch were saying "fat burn"??!! Not accurate! 

And yes: I had restarted my Fitbit, too. 

Fix this **ahem**ty update, or lose my business. So disappointing, Fitbit!!

[LanuzaFitbit]

Welcome to the Forums @mrfaulk1.

It definitely sounds very bothersome. 

I'd like to mention that any updates on the app itself won't cause any difference in tracking on your Charge 2.The difference in HR could be cause because either the tracker didn't get accurate readings or your HR, indeed, was lower than previous times. 

To be sure, I'd like for you to try to clean the HR sensor of the Fitbit with a damp piece of cloth. 

[mrfaulk1]

Thank you for the suggestion on the HR monitor. We'll see if it corrects
it.

You did not mention the need to restart my phone everytime I need to
refresh the app, though.

[LanuzaFitbit]

Hey @mrfaulk1.

I'm sorry, you're right. 

That could be because of the phone itself. Let's check if it is a compatible device. Incompatible devices can have issues such as the one you described because the app has not been properly optimized to work with that phone.

Let me know if it is, or isn't, compatible or if you have any further questions.

[mrfaulk1]

My device was compatible before this past update--why would that change?

However, I checked, and it's compatible: Android Motorola Droid Turbo.

I have been a Fitbit customer since 2013. This is very aggravating and has
me looking into other options.

[LanuzaFitbit]

Hello @mrfaulk1.

I think you misunderstood my statement and that I am at fault for it. My post was only meaning to ask for you to check on that as a first step to be able to look into other options, depending on the result. I'm sorry.

Now, since we know that your Droid Turbo is indeed compatible, let's try to follow the steps on this help article and see how it goes. If it doesn't help, let me know so that we can look for further options.

Let me know if you have any further questions.

[mrfaulk1]

This is worthless. All my syncing is the same as it was before your last
update. I checked using your article.

Admit the last update isn't my phone being inadequately set up, and that
the update is to blame.

I've been a customer since to 2013, and I'm being blamed for a poor update.
Terrible customer service.

[LanuzaFitbit]

Hello @mrfaulk1.

You are not being blamed for anything, at all.

We're going through the process of troubleshooting your phone and checking for every possible answer to your situation. 

Thanks for going through the article I mentioned, since that didn't work let's try these steps:

1. Open the Bluetooth settings of your Droid Turbo.
2. Look for your Charge 2 in there and remove it from the paired devices list.
3. Open the app and go into the account tab.
4. Tap on 'Setup a New Device' and follow the steps to run the setup again.

Let me know how it goes. Look forward to your reply. 

[mrfaulk1]

No, that did not work. Still needs to be powered down and back on to sync
after the dog's walk in the morning, every morning.

[mrfaulk1]

No "solution" has worked, and everything worked fine before this past update! 

I wiped the heart rate monitor with a damp cloth: GPS and heart rate are still not working correctly. 

I still have to power my phone off, then on to refresh the app. 

[mrfaulk1]

Never was I given an idea why my phone needs turned off and on to sync the app to my phone.

[maclynnie]

I've tired everything, even unpaired and tried to set it up again.  did not work.  tried to sync via the dongle to my Mac and that does not work, so it's not the APP on my phone, it's your latest update to the FITBIT itself.   So many people having problems..     This problem with syncing has progressively gotten worse over the last week.  

[Swanseaheads]

Fitbit will not sync to the samsung 5. Has done for the past week will not now. Cannot pair the device. Deleted app reinstalled. Powered down phone. Nothing works. Fix the update. 

[Swanseaheads]

Fitbit will not sync to the samsung 5. Has done all week . Fix the latest update. 

[maclynnie]

I tried again this morning.-   I had unpaired my phone yesterday and could not pair it again-  tried pairing via the dongle on my Macbook Pro- nothing-  then went to my cell and downloaded the app  again,  this time I turned off WIFI  because I read somewhere on this forum that is worked.    it paired!!!   and also now syncs via the phone and the dongle  and with the WIFI turned on also.   not sure what changed overnight,  must be gremlins

[ksrimando]

OMG what is happening with fitibit. After the update everything is gone. Please fix Fitbit!

[LanuzaFitbit]

Hey everyone! 

Thanks for sharing your experiences with your trackers.

@mrfaulk1 Thanks for trying all of the steps I have mentioned. In regards to the  HR readings, could you go a bit more in-depth into it? How inaccurate are the readings? How did you notice?

As for the syncing situation. Are you all using the Always Connected feature, or have you setup notifications on your tracker? Have you tried syncing with other devices? 

Please also try the process @maclynnie shared and let me know how it goes.

Look forward to your replies.

[maclynnie]

Unfortunately my phone is not syncing again.  It did get it to pair , and it synced several times yesterday, but not this morning.

[maclynnie]

It does recognize the fitbit because if I turn of bluetooth while it is trying to sync( after waiting for a while to let it sync) it says it can't sync because bluetooth is off.  I also tried turning on my notifications ( I did not have them turned on)  and then it said there was a sync error.  Strange thing is even though it never showed that it synced( it did not turn green and the circle kept spinning),  the App does have the correct steps so far for today,  just not showing anything else, like sleep or HR 

[mrfaulk1]

I deleted your app; I'm too frustrated with the in accuracy and have found
others. So, going by memory here.

I noticed my heart rate was wrong doing the same workout speed on the
elliptical versus other times. After the update, when I'm usually in the
"peak" zone of the workout, it was recording "fat burn" instead.

I had been able to sync with my Kindle Fire. And before I deleted the
Fitbit app, I always had notifications and background syncing on.