Not able to pair Charge 2 with Zenfone 5z

[SunsetRunner]

@LanuzaFitbit 

i'm not able to pair charge 2 with Asus zenfone 5z as i was having sync issue i have unpaired it but i not able to pair it again. charge 2 is giving me pair code but after its not pairing with fitbit application is stuck on pairing window.

i have been facing problems after upgrading it to 9.0

https://community.fitbit.com/t5/Android-App/After-updating-Asus-Zenfone-5z-to-9-0-Bluetooth-synchron...

Moderator edit: Clarified subject

[LanuzaFitbit]

Hello @SunsetRunner.

Thanks for bringing this up and sharing those details on what you have tried and since when has this been going on.

It is very possible that this is happening because Asus Zenfone 5z is not part of the supported devices list. This means that the app has not been fully optimized to work with that phone.

As long as it fulfills the minimum requirements, Android 4.4 and Bluetooth 4.0, there is a possibility that it can work but we cannot guarantee it. Some users of unsupported devices have mentioned that following these steps helps with the pairing.

If none of the above works, you could try to use a computer or another mobile device to try and sync your Fitbit to your account. Click here to get instructions on how to pair with other devices.

Let me know if you have any further questions.

[SunsetRunner]

thank you for a reply as no moderator was responding to my thread I have also mailed Fitbit support team



I would like to explain to you that I have been using Fitbit Charge 2 for two years. 1.5 years used it with Xperia Xa dual and last 7 month on Asus Zenfone 5z both of these devices weren't compatible but they meet minimum requirements and Asus Zenfone 5z is the flagship device.

even not being compatible it was working on Asus Zenfone 5z everything was fine. since I have shifted to 9.0 I have lost stable Bluetooth sync, no live data, unstable connected GPS, no notifications

I have posted a thread link of Fitbit community which explains it with images what I mean to say by above which posted by me and  there was no response from moderators  

my last sync was on 26th March I tried to sync on 31st it didn't sync how many numbers of times I tried restarted phone cleared cash and the moment I unpaired it for pairing it again it's stuck on pairing window of which I have shared you the screenshot

it does not work with my windows 10 laptop I have tried it.

my point is being it was working with 8.0 OS even Asus Zenfone 5z was not compatible but meet the minimum criteria but since I have updated Asus Zenfone 5z to 9.0. its started with Bluetooth sync breaking etc and its not pairing. many of other users are facing these kinds of issues

[LanuzaFitbit]

Hello @SunsetRunner.

Thank you for reaching out with that detailed response.

As you mentioned, it did meet the minimum requirements and so it was able to sync. Having said that, an update on the OS could cause optimization issues that were not happening with the previous version and since the phone is not fully supported we aren't able to guarantee that the connection will continue to work properly after it.

Having said that, our team is aware of a situation with Android 9 itself that is causing syncing issues with some devices. It is also possible that this could be the issue rather than the phone being supported or not. Please do know that our team is looking into this and we will update everyone as soon as we have any news.

As for it not working with your Laptop,do you get some sort of error message when you try it or does it only fail to sync? Perhaps we can work to get the Fitbit syncing to the computer.

Look forward to your reply.

[SunsetRunner]

Hi, Thank you for your response. I would like to update you on the topic below is the mail I send to Fitbit customer support team.

I was able to pair and sync with Asus Zenfone 5z again but it is unstable Bluetooth connection as sync breaks within 3-5 sec I have explained in the mail 

This is the mail

Hi

Jan Danielle M. and the Fitbit Team

I can confirm that troubleshooting steps were the same as it was suggested in the link given

though I have tried something else to see if the sync works.

I tried to setup Fitbit Charge 2 with Xiaomi Redmi 5A on 7.0 Nougat (This is not listed in your compatibility list) it worked I was able to sync and see live data and receive a test notification.

after that, I tried to Setup Charge 2 with OnePlus6 on 9.0 pie. I was able to complete setup and Charge 2 function were working like live data and Bluetooth sync was stable not breaking at all and I was able to receive test notification.

below is the screenshot from my brothers OnePlus6 using Fitbit Applications

 

it is working fine on OnePlus6 on OS 9.0 with January security patch

after this, I tried to Setup with my phone(Asus Zenfone 5z) which was having a problem with sync earlier lately I was not able to pair with Charge 2. surprisingly I was able to complete setup (Pair with my phone) of the Charge 2. I did not change any procedure I did what I always do to setup Fitbit Charge 2 but Bluetooth sync breaks within 3-5 sec result of that I'm not able to see live data nor receive test notification this has been happening with my phone since I have updated my phone to 9.0 from 8.0 android OS. I was not having any such kind of problems when I was using Fitbit charge 2 with Asus Zenfone 5z on 8.0 even if my phone was not in compatibility list as meet minimum criteria.

below are the screenshot of Asus Zenfone 5z using Fitbit Applications

the photo I have taken does not show live heartrate also Bluetooth sync logo goes grey with 3-5 sec as it breaks the connection so I don't get live data, unstable connected GPS, no notification.

also why linking not able to be completed it never ends this also stuck it wasn't a problem on Android OS 8.0

in general, I didn't have any problem using Charge 2 on Android OS 8.0 even if my phone Asus Zenfone 5z wasn't compatible it started with 9.0 all those things.

I'm really getting tired of explaining the same thing again and again before this early 2019 I made a mail to Fitbit customer support telling them the same thing about Bluetooth sync issue they wanted to replace my Charge 2 I knew it wasn't a hardware problem and I also knew my Fitbit Charge 2 is out of warranty so it won't be replaced.

I have also contacted Asus Customer Care reported the same to them. I'm really hoping for a solution because the Charge 2 is good I have been using it from last 2 years. Fitbit Android Application or Asus Version of 9.0 is not optimized for Charge 2 use or in general Fitbit devices.

I'm really asking you to find Solution for it because even if I buy a new Fitbit device this is going to be my experience. I'm really starting think of buying Garmin in the future.

thank you       

Regards,

Sanket Rane.

I haven't got a reply to mail.

regarding Windows 10 Fitbit application this is what I get

Moderator edit: Format

[LanuzaFitbit]

Hello @SunsetRunner.

Thanks for bringing this up and sharing those details and screenshot. 

Glad to read that your Asus phone and the Fitbit are syncing, albeit unreliably. It could definitely be related to the Android 9 situation I referenced above.

As for Windows 10, it is possible that the Fitbit has bonded to your phone and this is preventing it from syncing to another Bluetooth device. If you have not, please try syncing to your laptop with the phone's Bluetooth turned off. It should let the Fitbit sync at that point.

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

[SunsetRunner]

Hi

Thank you for response 

it doesn't work with windows 10

1. I switched off phone Bluetooth and tried to pair with the laptop same error as described in the screenshot 

2. I unpaired Charge 2 from my phone and try to setup from scratch with Windows 10 laptop. it was not able to find Charge 2 but the laptop is able to find other Bluetooth devices and connect.

when I was pairing Charge 2 there was no other device paired to the laptop. 

Windows 10 in the laptop is up to date. 

[LanuzaFitbit]

Hello @SunsetRunner.

I apologize for the delay in my response. Thanks for bringing those details on the matter 

Let's try the following steps:

1. Go into the phone and computer's Bluetooth settings.
2. On the list of paired devices, look for any Fitbit devices and remove them.
3. Restart the phone and computer.
4. Finally run the set up once again on the computer.

Let me know if you have any further questions and keep me posted on how it  goes.