Syncing trouble

[kat137273]

I went ahead and 'tried out' the new android dashboard, and I wasn't really thrilled with it, but figured I would play with it for a few days. Then I updated my Charge HR to the Charge 2. Both devices are attached to my account (I forget to charge the battery and wanted the backup device, lol). Everything with the Charge 2 initially synced just fine on the new Android dashboard, but my HR was having trouble connecting. However the 2nd time I tried to sync the Charge 2, it just wouldn't work AND the HR had still not synced from hours before.

I read most of the sync issue posts for the Charge 2 and started working through the different steps - some of which concerned me as it was brand new out of the box. The device absolutely would NOT sync until I uninstalled/reinstalled the OLD dashboard. It still syncs very slowly but at least now both devices are coming through. I have several concerns that if I am forced to upgrade my dashboard, my devices just won't connect at all anymore. (I did turn off my google play auto-update for the fitbit app.)

Last year, I went through 4 HRs for various software errors - each after an update. Should I just expect to go through the same thing with my Charge 2 (and the new dashboard)...? I've only had the Charge 2 for about a week & I'm already concerned about long-term functionality.

Moderator edit: format

[MariamV]

@kat137273 thanks for getting back to me! Wow, the Charge 2 rocks big time. It's awesome you upgraded your Charge HR and it's always good, just like you said: to have a backup device. As a friendly reminder, keep your Fitbit app for Android updated. By doing that you'll be avoiding certain bugs that have been fixed in subsequent updates. 

I appreciate you took the time to go through some of the troubleshooting steps to fix the syncing issue you were experiencing. I've found a thread discussing this issue and rest assured our devs and engineers are already aware of this. Check out this post by @ErickFitbit with some troubleshooting steps.

Oh and by the way, you might have noticed that I moved your post from the Fitbit.com Dashboard board to the Android App board. As this was mostly referring to syncing issues when you are using the Android app rather than the Fitbit.com Dashboard. In here you'll be able to find more relevant info to your syncing platform (in this case Android). Thanks for helping me to keep the Community a tidy and organized place! 

Catch you later!

[kat137273]

Hi Mariam,

I appreciate the additional info, but my problem only seems to happen with the new app dashboard. I work overnight, so I need my phone to sync to be able to track info on my work pc. And so far my phone will NOT sync with the updated app dashboard. If I use my tablet to sync - the info will NOT transfer over to/sync with my phone app either.

I know the tech guys are working on it, but the current solution seems to end up being customer service offering to just replace the device - which is exactly what I went through with my old HR. So sad to say I am so far not impressed with the new fitbit items or tech...

[MariamV]

@kat137273 thanks for the update! Just out of curiosity, what do you see when you temporarily switch back to the old Dashboard? To do so, follow these steps:

1. Click on the "Account Tab" in the new Dashboard design.
2. Scroll down to the bottom and select the "Advanced Settings" option.
3. Click on "Switch back to the Dashboard" button at the top.

I really hope doing that will help complete your tracker to sync. Let me know how it goes!