Sudden Charge 2 syncing problems with Sony Xperia 10 plus

[Marieag]

I've been using my Charge 2 with my Xperia 10 plus (fully updated, newest android version) for over a year now, it's always worked perfectly fine. All of a sudden, since the end of october, I can't sync via my phone, I can't get it to recognise my fitbit. I've done all the steps, reinstalled the app, rebooted bluetooth, the phone, the tracker, everything.
It will sometimes sync my steps, but nothing else. When I try to reconnect the tracker, my phone will discover the tracker and accept the four-digit passcode, but will then not sync further.
My husband has the exact same configuration, Xperia 10 plus and charge 2, and his is working just fine. Fitbit support rather laconically tells me that it is a compatibility issue, and that my phone is not compatible - but it's been working for a year, until it suddenly didn't, my husband's is working fine, and Fitbit supports older Sony phones than the Xperia 10 plus. Did Fitbit suddenly kill compatibility for the 10 plus? Have I just been lucky until I wasn't anymore? Has anyone found a solution to this? I can update my tracker via the Windows app on my laptop, but that's not really an acceptable solution seeing how it worked just a month ago. This is super frustrating, hope someone can help.   

[Rich_Laue]

Hi @Marieag I'm not sure what all you have done. 

With a sync issue, you do not want to remove the tracker from your Fitbit account, we know their is a communication problem and this will keep you from adding the tracker. 

If you are able to sync through the computer, then your tracker is setup and there is no need to add it through the phone. 

If not, setup the tracker to your Fitbit account through the computer. 

Make sure the tracker is not connected to the computer. Disable BT or turn the computer off if you have to. 

Now let's restart the phone. 

Open the Fitbit app. 

Log into your Fitbit account if you need to. 

The app may ask for permissions that you want to agree to. 

The tracker should sync. 

Follow the sync solving guide. Paying attention to the android tips.