Charge 5 Synching Issues

[matsukb]

This is the second time I have been unable to synch my Charge 5. Following directions I find online, both times, it has me hit the flat end of the charger 3 times- and I lose all of my steps for the day (at least all are lost beyond the last synch). This is unacceptable. If I didn’t care about my steps and my records, I wouldn’t use the watch. 

I think there is something wrong w the watch. Are others having this issue? This is a relatively new watch. I’m pretty disappointed.

Suggestions welcome. 

[matsukb · Accepted solution]

PS I should have added, that prior to hitting the flat end of the charger, I uninstalled the app- reinstalled the app. Tried turning my phone on and off. Tried to log in on another device. Turned Bluetooth on and off.  All w no success. Plugged into charger, still no luck, then did the little button reset. 

Should also add that I’m using a mac phone.

[GabeLorenzo]

Hi there Matsukb 

I’m having this same issue on my Gran mothers watch and it’s always reoccurring, I’ve also been looking for a solution to this. 
If by any chance you find a solution to this kindly share with me also if I do I’ll also do the same.

Thank you for your consideration and forthcoming reply. 

[HRNewbie]

I had this happen to me this weekend. I lost 2 days of my steps!  So annoying. This Fitbit is pretty new so I’d expect better from it. 

[charleskn]

Greetings @matsukb 

I have had the same issue with my Charge 5, and feel your pain. Can you tell us:

• What type of mobile device (iOS or Android) and the version of operating system?
• What version of the Fitbit app is installed?
• What is the firmware version of your Charge 5? (Swipe down to settings, then Device Info)

My goto not-quite-scorched earth fix was to log out of the app, remove the fitbit from my known bluetooth devices, clear my app cache, and then re-launch the app. Log back in and re-connect via bluetooth (in the Fitbit app, not in the phone's BT settings). You can also remove the association of your Charge 5 from the app, but that will definitely wipe any data for the day, that hasn't been synced. You can obviously restart the tracker, as well, but you've already tried that.

After some initial trouble with syncing, most of the issues either went away, or if I waited a while it would behave and start syncing on it's own. Your tracker can save (I believe 7 days of data), so continual syncing isn't necessary, but I understand it should "just work".

[HRNewbie]

I have tried everything and feel like there must have been an issue with the Fitbit syncing from either Saturday night or Sunday morning until late yesterday because I can't get my steps from Saturday or Sunday and I know I had lots of steps both days.  It  shows 509 for Saturday and 0 steps for Sunday.  I contacted Fitbit, and they were no help.  It synced fine again for Monday's steps (late in the day after their servers were available again) but still nothing for Saturday and Sunday.  I guess they are lost??

[zetland01]

I'm having the same problem, and went through all the attempted solutions you mentioned.  However I can sync the charge 5 with my iPad without a problem.  So it seems to be specific to my android phone (pixel 5).  Very annoying!

[charleskn]

@HRNewbie I can only guess at this point, if those days are lost. The tracker can store 7 days of data (I believe) before data is lost, but if it partially synced, and synced later, they could be gone. I'd be curious to know if you see the same steps stats on the mobile app and in the web dashboard.

@zetland01 The mobile app won't sync your tracker if there is no internet connection for the mobile device, and I know that Fitbit doesn't like VPNs. Is it possible there is a VPN or proxy configured for your Pixel's network connection? Also make sure your Pixel Fitbit app is up to date with the latest app version.

[HRNewbie]

I do see the same stats on website and my mobile device (which is an iPhone 6s Plus).

[zetland01]

I kept trying, and eventually after disabling bluetooth on my iPad, and rebooting etc, the pixel 5 recognized the charge 5 and it works again.  I had previously reinstalled app, rebooted charge 5 and pixel, etc etc to no avail.  Then I saw somewhere that it needed to be out of range of other bluetooth devices, so I disabled the iPad.  Pretty unstable system!

thanks for your suggestion

[charleskn]

Sounds like the issue is the fitbit was confused about which device to connect with. As far as I know, the tracker can only connect to one BT device at a time. I haven't tried associating my fitbit with more than one device, which is probably fine, but only one device can have an active BT connection with the tracker at one time.

[charleskn]

It sounds like things have synced, and unfortunately, some data was lost along the way. Post back here if you continue to have problems.

[SunsetRunner]

Mine is doing it as well

[HRNewbie]

Today is the 2nd time in a month that I lost my steps from the previous day.  Both times it happened I needed a charge, so I charged my Charge 5 and wore my Charge 2.  I synced when the Charge 5 was done and steps seemed to be correct on both devices and the app.  However, this morning they were basically all gone and would not sync.  I did restart as customer support suggested, but still I've lost most of my steps from yesterday.  I've contacted customer support twice, and they do not seem to admit that this is a problem that just appeared for me in the last month or so.  Is it due to a recent app update, or does this start happening as the Charge 5 gets older?  I have had Fitbits for years (this is my 3rd one) but I'm about ready to switch to a different brand since I can't count on this actually tracking what is most important to me!

[HRNewbie]

This happened again to me this morning. I seem to lose my steps whenever the battery goes below 25% and the steps are from a Saturday or Sunday. I reported it again to customer support but as usual they can’t do anything to get my steps back. So frustrating!!