Syncing issues after update

[SunsetRunner]

I want to see how many of us are in this community. They can't lie to us all about this in a single thread of people still having this same issue.

At this point it's ridiculous. 

Moderator edit: updated subject for clarity.

[SunsetRunner]

@LizzyFitbit Thanks for the clear instructions on troubleshooting the sync. I followed the steps last night and all looked good. This morning I checked Fitbit first thing and it sync'd very swiftly and smoothly without me needing to provoke the sync. Then I used my Bluetooth headphones for a while, got to work and tried to sync again, tried 5 times, failed. Rebooted the phone, started fitbit and initiated a sync and it told me "No device found", tried again and everything sync'd fine.

I've got 'All-Day Sync' and 'Always Connected' enabled and the Fitbit app is not power managed by the phone so my settings should be optimal. Notifications from WhatsApp seem to come through to my FitBit ok.

My Android device is a Honor 10 View which has been fairly reliably syncing prior to the update of doom (general sync and GPS pairing). I haven't tried GPS pairing yet, will give that a go later when I go for a run.

Since the last software update I would say I have seen some improvements - I haven't had to reboot my phone 3 or 4 times a day and maybe the GPS pairing has improved a little (I managed to record a Hike for the first time in a few weeks). All pretty unconvincing really as syncing is still a big problem.

[Antelope113]

Like all of you my watch and phone no longer stay synced. I can no longer map my walk as they unsync during my walks and all info is lost. When the unsync happens my watch stops walking mode and goes back to watch mode.

[SunsetRunner]

@LizzyFitbit an update to my update - went for a run at lunch (having used bluetooth headphones in the morning and not rebooting): the GPS synced and the distance was pretty accurate, that appears to be a big improvement on the troubles of the last month, but early days.

With regard to general syncing - it's remained working today without me having to force a sync on Android (a feature that has rarely worked of late)

[Codfather]

After writing my previous post - Fitbit support sent me a replacement Charge 3 unit, and all is now up and working correctly again - so the firmware upgrade that I did on the old unit is what was causing me all my problems. It has obviously left it in an unstable state. If you have sync'ing problems it may well be down to the same issue and not the app itself. 

The new unit I deliberately paired with my iPad Mini so that I was using "supported" software and all went well. It immediately did another firmware update but has been working since then. It paired immediately. It is also working fine on my Android phone OnePlus 6T with version 3.5 beta app - still can't upgrade to 3.6.1 - but it is working so I'm not fussing about that.

I will keep an eye on things and if there are any developments I will update the forum.

[SunsetRunner]

@Codfather

I can't get a replacement because they blame it on the app. I will try
again tomorrow. Were they absolutely fine changing it for you?
I'm happy yours is fixed. It's very annoying to be honest. But I'm dreading
starting another chat with them I know I'll end up being brushed aside.

[Trainer_84]

@SunsetRunner what device do you have? i have an ionic.

[SunsetRunner]

Mine is Versa. Which spent most of it's time with me not working. It
doesn't stay synced and giving a notification error every time about 4hrs
after hard reset.

[Trainer_84]

i tried to get them to replace my ionic and they just told me that its an
issue with the android platform and that there is no timetable for a
resolution so they will not replace it. i am stuck waiting for them to find
the solution to this which im sure wont be done anytime soon.

i hope they help you more than they helped me

[Codfather]

@ElixabethFk and @Trainer_84 - the problem I had was down to the firmware
upgrade, so what I did to prove it was the fitbit and not the Android
software was to switch to do all my testing on my Ipad mini - which showed
exactly the same problem.

So I would recommend either using an Android phone on their supported list
or grab a mates iPhone/iPad and test further.

When you contact support make sure you have done all your testing with a
supported device - otherwise you will hit the same barrier - the first
support line blames everything on your handset and won't progress it
further.

This is a pain - but it will get you to the point of knowing exactly what
the problem is.
Hope this helps you guys.

If it still does work on a supported phone/tablet then you have a faulty
fitbit.

[Trainer_84]

i have a supported device (Galaxy S9+) and i have done every trouble
shooting idea that i hvae been given on this message board and through
customer service. i have deleted the app removed my device from the app.
cleared the cache, force stopped the app, paired the device over and over.
i have spoken to a supervisor and they all tell me that this is an issue
with their android platform and that its not the device itself. are you
saying that it is in fact the device now that the firmware has been updated?

[SunsetRunner]

That was @Codfather who managed to get his sorted. I'm the same miserable
with the same issues as you. 😂😭

[StacyOh]

After posting my last entry that my watch no longer gave me
notifications...I found a phone number...yay...877-623-4997. It seems that
the update caused some sort of miscommunication and not sure I would ever
have found a solution if I hadn't contacted them. They did some thingymigy
on their end and voila!
BTW, they do know they are having a "problem". And they seem to be on it.

[SunsetRunner]

@StacyOh

I know that they are working on it. That's all I'm hearing for the last 1.5
months. I'll give that phone number a try tomorrow. Thank you. 🙂

[LucyES]

I'm in the same boat with my versa. Was always fine since I got it till mid August. Now it syncs occasionally then will suddenly stop for no reason

[Poussun]

With the up-to-date application, sync works or not... totally unreliable 

[Danforths]

dont hold your breath for Fitbit to step up and fix the issues with the current app and dashboard, especially if you are on android.

Based on multiple chats with tech support, they are blaming the cuatimer, they are bla2 the operating system and they are blaming the phones

Im officially done with fitbit.  I have backdated my app to 2.88, it works, it synchs, it does not have the new dashboard

When it stops working i will look at a competitive product.

Fitbit has lost customers over the inability to support their own product

[Sarinapixie]

How can they blame everything else when all the devices worked perfectly with all the phones for all the customers before the update?

The only thing that changed was the update went through. 

Occam's Razor states if there are multiple explanations for an occurrence the one that requires the least amount of assumptions is usually correct. Another way of saying it is that the more assumptions you have to make, the more unlikely an explanation. They want to assume that every customer, every operating system and every phone with problems syncing are at fault rather than the one update which occurred directly prior to the problems starting?

[Danforths]

You are trying to comprehend capital greed.  If they blame your equipment, they hope you buy the latest tech.

Trying to reason with Fitbit is like trying to reason with politicians

[leal536]

For the last couple of weeks, my FB was syncing regularly but only at night and only when my phone was connected to the charger. Then, yesterday, I walked 12K and NOTHING. Today, looks like it will be the same. I am ready to throw it all in a drawer and get something else. I am beyond frustrated.

[donnastef]

Have just taken my versa back to the store where i bought it 8 months ago find out it is not incompatible with my samsung j8 after update,  very pissed off and so difficult trying to contact fitbit as no australian base to call . Chat room cut me off twice then couldnt get back on as it was "snagged" by other people. Was told i should have known that updates might make it incompatible as it was written on the box !!!! I couldn't find where on the box tho. Poor communication !!