Charge 5 didn't change day with steps or zone minutes.

[co840]

My Charge 5 stopped communicating with my phone half way through yesterday and counted todays activity as a continuation from yesterday as far as zone minutes and steps. It would not synch with my phone, except for calories, and that number made no sense. This happened with my Charge 4 before it fell to pieces a couple months after the warranty period. I first turned off my phone, let it sit, turned it back on and opened the Fitbit app - didn't help. Contacted "help" via chat. While waiting a long time for a rep to write, I restarted my Fitbit. It said no data would be lost. All the data was lost which hadn't already synched with my phone. Chat support was not reading my comments and was asking questions which had already been answered. Maybe the update will fix this continuing problem. It's frustrating to not be able to trust this tracker will do what it is designed to do. This malfunction existed in previous models. There is no excuse for it to continue.

Moderator edit: format

[DavideFitbit]

Hi, thank you for sharing this information about the issue you're experiencing with your Charge 5 and the troubleshooting steps that you already tried, @co840. 

The restart procedure is usually helpful to resolve these type of issues. I recommend that you try restarting the device using the three pulse restart method, instead of the restart option available on the device's settings: 

1. Connect your device to the charging cable. For instructions, see How do I charge my Fitbit device?
2. Press the button located on the flat end of the charger 3 times (end of the USB cable), pausing for 1 second between presses. Then wait 10 seconds or until the Fitbit logo appears.

In addition to the restart, you can also try setting up your Charge 5 as a new device in your account if you're still having the same problem. 

Thanks for all the information provided about this. The team continues to work to improve the Fitbit experience and your feedback is a big part of that process. 

[co840]

Restarting the tracker gets it working again, but it DOES NOT resolve the problem of lost data. It may record data for hours before it simply freezes the data. When restarted, that data for the day is gone. It seems the only way to get the tracker to work properly day after day is to restart it at midnight EVERY night. Not exactly a reasonable solution. The alternative method of restarting the tracker was not offered. In fact, the restart of the tracker was not offered. Your tech support was incompetent.

[DavideFitbit]

@co840 Thank you for sharing this update. 

In addition to the three pulse restart suggested, could you please confirm if the step to set up the Charge 5 as a new devices makes any difference? If you haven't done so already, please make sure that you've also set up the correct time zone in your account settings. 

I appreciate all the feedback that you've provided about this so far. I'm sorry to see that you continue to experience this problem. 

[co840]

Appreciating an comment and doing something about it are certainly mutually exclusive. Every fitbit I have had has had a similar problem of simply ceasing to function without running out of power, and concurrently draining the battery at an accelerated pace so if not caught, will deplete it in less than eight hours. This is a MAJOR functional problem which Fitbit doesn't seem to care about fixing.