Syncing issues reappear almost daily

[daynok]

I'm using a Moto E (android 7.1.1) and what I'm noticing is after about a day of use the charge 3 no longer sync's with the android app.  I've followed the guide / other posts about restarting Bluetooth, force stopping the app, uninstall/reinstall the app, etc however the only thing that I've found to work was

- Unpair the fitbit thru the app

- Force stop the app,

- Remove the device from Bluetooth devices (under Bluetooth settings)

- Re-setup the fitbit thru the app

From my point of view this looks to be an issue with the fitbit firmware or android app.

Not sure if anyone has found a solution with this.

I've been seeing the behavior pretty consistently.  At first I thought the Bluetooth in my car was causing the issue.. disabled that feature (connecting my phone to the car via Bluetooth) for a few days and saw the same pattern.

This is getting annoying, having to repair every day.

Help!

Moderator edit: Clarified subject

[LanuzaFitbit]

Welcome to the Forums @daynok.

Thanks for taking the time to share these details and the steps that you follow to get this situation resolved.

I'd like to ask some further questions:

• When did this start happening?
• Have you synced your Charge 3 to any other devices?
• What error message do you get when the Charge 3 starts to not sync?

Look forward to your reply.

[daynok]

Thanks for reaching out.. over the last day I've been communicating with @FitbitSupport but so far I don't have a solution.  They're asked me to try to reset the fitbit, so I'm going to give that a try.  

I asked support if fitbit has a jira were I can create a ticket but was told that is not available.  I'd like to talk to tech support above level 1 if that is possible.  Unpiar/repairing, restarting Bluetooth, restarting the fitbit, re-setting up the fitbit.. in my opinion these are not fixes especially if I need to keep doing them every day or so. 

I'm frustrated to be honest.  

- This has been happening every day for the last few weeks. 

- I have not synced my charge with any other devices

- I either get an error about needing to restart Bluetooth (does not fix anything) or it looks like it tried to sync from the UI in the app but it doesn't really sync at all.

- This is predictable, it occurs every 24 hours or so.  I disabled Bluetooth in my car for a few days.. same issue persisted. 

If I follow the steps that I outlined in my post yes syncing will work for about a day, but this is not a fix.  This is broken.  I'm not sure if it's a firmware issues, fitbit app issue, or what.

Thanks again!

[daynok]

Tried: https://help.fitbit.com/articles/en_US/Help_article/1186 per @FitbitSupport but this did not fix the issue.  Any help I could get would be awesome, this is broken 😕 

[LanuzaFitbit]

Hello @daynok.

Thanks for sharing all of those details on the matter and the steps that you have tried as suggested by our team.

I will be sending you a PM about this situation, be sure to keep an eye on your inbox.

Feel free to reach out with any further questions.

[daynok]

Update: Still having issues.  I looks like if I disable the widget in the android fitibit app the fitbit syncs without issue over several days.  After about a week a flawless syncing I decided to re-enable the widget and after about a day they syncing issue came back.

I've asked @FitbitSupport to create a support ticket (for the software bug in the fitibit app/firmware) and have disabled the widget for the time being.

I'm going to wait a week and if the device is still syncing I'd call this a patch. 

I've been at this for some time and can't get a support ticket but will keep trying.

[daynok · Accepted solution]

Update: 

@FitbitSupport got back to me and are creating a support ticket.  Guess if anyone else if having issues I'd suggest turning off the widget feature and see if that fixes things.  

Looking forward to seeing this bug fixed. 

[daynok]

Buyer beware

Final Update.. gotta return my fitbit

I have a Moto E (android 7.1.1) but my version is not "officially" supported.  Only the Moto E (2014) //1st gen? is supported.  I'm assuming the Moto E (2014) is just the 1st gen.  After going in circles with @fitibitsupport to finally get a support ticket then when round and round with support only to find out my version for the moto e is not supported.  But they also note that it's hard to find a device that is not compatible..so yea.

So on one hand support tells me that I need to check the compatibility of my device and make sure it is supported and on the other hand they tell me that it's hard to find a device that is not compatible.  

At the end of my day this is my fault for not verifying my device but dang you would think support would check this first? 

The last suggestion that I got from fitbit was to get another phone/device to test on.

I'm not  happy with how this was managed by the support team to be honest.  Basically if you encounter a software bug in fitbit software you need to make sure your platform is supported officially, else your issue will be dismissed. 

Hope this helps someone else - good luck 

 -- From Email

Even though your Moto E (4) is not yet listed as a compatible device with our Fitbit app, please note that some devices are not in the list of compatible devices but that does not mean are not completely compatible. It is just that we cannot guarantee that all the feature will work or it won't present any issues in the future as it has not being fully tested. Nowadays, high end devices are built with the same core specification, so it is hard to find a device which is not compatible and is rare to find a device which won't be compatible at all. 

With this, we'd like to recommend trying to use other mobile device or computer to sync your tracker.