Syncing and connectivity issues

[Metcalfe92]

Synced once on the first day I had it (Saturday) and won’t sync again - have restarted, deleted the app, Bluetooth on/off and followed all other recommendations online. Now won’t recognise the charge at all or pair up 

[JuanJoFitbit]

@Metcalfe92 Welcome aboard to our Fitbit forums! Seems odd that your Charge 3 stopped syncing and connecting all of a sudden. Thank you by the way, for troubleshooting this issue before contacting the forums. I would like to know a couple of details that will help me to assist you accordingly: Did you restart your phone or your Fitbit tracker? What is your phone's model? Please make sure that your phone is listed in the supported devices list.

Looking forward to your response! 

[Wamidh]

Have just got the same incident on my Charge3 .. my phone is iPhone 7 with the latest iOS update.

[Bryantmj]

Same issue here. Synced on the first day and then stopped syncing. My iPhone X can’t even find it. Bluetooth has been turned on and off, Fitbit app has been deleted and reinstalled. The only thing I’ve tried to do that wasn’t successful was reset it. Online it says once you hold the button for 8 seconds it should pop up with a smiley face and should restart. Mine will not restart. 

[Arti84]

Exact same issue connecting to iphone 6s. Removed the device from Bluetooth and will not find it gain. Tried on an android phone and also unable to find the device. Started this morning after 2 days of use. Appears to be affecting more users.

[Metcalfe92]

Thank you for your reply, I have an iPhone 8, which is fully updated. I have restarted the Fitbit with no luck. I have also deleted the app and reinstalled and removed the device to reinstall it to the app - but now it won’t even locate the Fitbit when trying to set it up again. 

Error message just says - can not locate, make sure tracker is charged and on etc (which it is) 

thanks 

[Cya123]

have not been able to connect to my phone all day today... very frustrating. i have a moto e (2014) phone which is on the list of compatible phones.  Android system is up to date.

[Marincat]

Last sync was around 6:30 this morning.  Blue tooth cannot find the Fitbit so nothing is being synced. 

[koleary425]

I just got mine and it synced for the first 2 hours and then stopped... Now it won't sync and I have rebooted the app, rebooted my phone, deleted and reinstalled the app, etc.

[Al_PDX]

Same issue on IPhone X. Worked perfectly first day. Went to sleep and now it won’t sync. 

[Cya123]

UPDATE: After chatting with 3 different reps (all going through the same questions about what I did to try to fix the problem) over course of 2 days, the last rep finally said that since the charge 3 is the newest for Fibit, the Charge 3 would need the newest Android OS (pie 9...something) to work correctly??!!  Why would my phone be listed as "compatible" on their site but it won't work with the charge 3??  My phone OS is android 7.1.1 and there are no more updates since it is an older phone.  I understand the technology issues and how it is always changing but Fitbit should make people aware of this SOMEWHERE to save on the huge inconvenience and frustration!  This is not acceptable. 

[30sballarddad]

Moto G5 here-  Synced for me when I set it up, then no sync for 4 hours.  Restarted my phone.  Pressed the sync a few times, and nothing.  Then 15 minutes later it did finally sync.

I HATED my charge HR because it would not consistently sync.  I would have to power off, power on, turn off bluetooth, and turn it on again uninstall the app ect. to try to get the thing to work.  This does NOT bode well that within the first 4 hours of wearing the device I am having sync issues.  My experience with the charge HR is that it would eventually sync if you go through the whole list of troubleshooting.  What's the point of the device if you have to spend 20 minutes every other day just to make it work? 

I plan on returning it if I have any more sync issues in the next day or two.

[Leroux]

Mine stopped syncing 6 hours ago. Bluetooth showed as connected, but couldn’t force a sync. Rebooting my phone fixed my sync issue. IPhone XS max. 

[Baltoscott]

---

@Bryantmj wrote:

....The only thing I’ve tried to do that wasn’t successful was reset it. Online it says once you hold the button for 8 seconds it should pop up with a smiley face and should restart. Mine will not restart. 

---

@Bryantmj -- To restart it you need to put it on the charger first, then hold the button for 8 seconds.  

[Ali1727]

Same issue, iPhone 8+, restarted Charge 3, phone, Bluetooth, then restarted both phone/tracker, still no dice.

[SunsetRunner]

I'm also having a sync issue, it just wont! It comes up with "Sync error, please try again" in red each time. It will connect and sync if you start from scratch i.e. unpair them and then pair them again but I'm not doing that every time.

My phone (HTC One A9) doesn't appear to be on the list, so does that mean its my fault for having the wrong phone? There was no mention of the very short list of compatible phones when I was browsing the website!

Is there even a suggestion for a fix or will I be better off taking it back for a refund?

[SunsetRunner]

I have mine from 5 days ago and it keeps having connectivity issues, I use an iPhone 8 and during the day will just stop syncing until restarted.
I hope someone from Fitbit can clarify if the charge 3 hardware is the reason, so I can attempt to return it.

[Marincat]

This is a copy of what I was told to do when I contacted support.  It did work after 2 tries but I don't know if it will continue to sync.

You might want to give it a try.

As promised, here are the steps to troubleshoot the syncing situation:

• Turn off your iPad. 
• While your iPad is off, restart the Charge 3 like this: 

1. Plug the charging cable into the USB port on your computer or any UL-certified USB wall charger.

2. Clip the other end of the charging cable to the port on the back of the tracker. The pins on the charging cable must lock securely with the port.

3. Make sure the button on your tracker is aligned with the button opening on the charging cable. You’ll know the connection is secure when the tracker vibrates and you see a battery icon on your tracker’s display. Your Charge 2 will begin charging.

4.Press and hold the button on your tracker for 8 seconds. When you see a smile icon and the tracker vibrates, the tracker restarted.

5. Unplug your tracker from the charging cable.

• After this turn on your iPad, open the app.
• Tap on the image of the Charge 3on the top of the screen and tap on "Sync now"

[Wamidh]

This actually works! I did it and my iPhone 7 starts seeing my charge 3 again .. hope it keeps it that way.
Much thanks!!

Sent from My IPhone

[SunsetRunner]

Yes, rebooting the charge 3 works, only for a while, after some time it becomes again undiscoverable by the bluetooth. I hope Fitbit is looking into the issue since the reboot is a temporary fix and not at all feasable to have the cable to reboot at all moments.

Regards