Charge 5 not syncing exercise data & zone minutes

[t1gg90]

My charge 5 is not completely syncing to the app. It is syncing some data, but it is not syncing the excercise app data, or associated zone minutes data.

I have followed ALL the trouble shooting steps on the fitbit help page. I even then did further research and tried clearing the app cache. Nothing has worked!

My app is showing 1 zone minute, whereas my Fitbit shows 44. The app also has a big blank spot in the heart rate section, over the exact period of time I manually tracked a walk & a workout (close to a 3 hour period of time) - it has synced data either side of this window of time.

I have not had any issues with syncing until today. I have spent the last 2 hours trying to sort this out.

Is this happening for anyone else?

I am at a loss as how to remedy this issue!

[JohnnyRow]

Please clarify "manually tracked a walk".  Do you mean used to Exercise App on the Charge 5, or do you mean you manually logged it after-the-fact?

[AniHk]

Since yesterday I have not been able to synch my Charge 5 Fitbit either. I'm not sure what else to do. 

[t1gg90]

I used the excercise app on my Charge 5.

UPDATE (18/1/22):

I just tracked a walk on my charge 5. During the walk I force synced the app a couple of times to make sure it was registering. Upon finish my walk, I made sure my Fitbit app was open and correctly recorded/synced my walk data. It worked! 

However, my data from yesterday has still not accurately synced across to the app (2 excercise sessions missing, and 43 zone mins missing)! I know the charge 5 holds data for up to 7 days, but I am unsure where to go from here in terms of getting that data across to the app, before it gets lost into the "nether-sphere".

[Wibby]

Hello @t1gg90 

I’m a bit worried about making suggestions in case you’ve already tried them and I’m wasting your time.

Firstly, have you tried restarting your tracker?  On the Charge 5 swipe down to Settings, tap then swipe up to Restart Device.  That can sometimes fix small problems.

Another possibility is to check the App is up to date.  If it is, it might be worth reinstalling it just in case.

Restarting your phone might also help.

Have you checked your Dashboard on Fitbit.com to see if your minutes are synced on there?  That could indicate whether it’s an App problem or not.

You can also try unpairing and re-pairing your Charge 5 to Bluetooth on your phone.

In the past I sometimes had problems syncing to my App on my iPhone and it was usually fixed by an update in a day or two.  Sometimes patience helps as things fix themselves in a while.

 I have noticed a few people have been posting about syncing issues so it could be a bug of some sort.  Touching wood my iPhone App is syncing normally.

I hope that helps a bit.

[t1gg90]

@Wibby, thanks for the reply! I appreciate you taking the time.

I have tried all those things you have suggested (some of them several times just to be sure).

I also checked my webpage dashboard - it shows zero zone mins, and neither exercise I tracked. So it also has not synced yesterday's (17/1/22) data correctly (but different again to how the app synced the data).

The only thing I haven't tried is completely deleting my device from the app - because I read that that would cause any un-synced data to be lost. Also, a warning box pops up in-app stating that un-synced data would be lost if I proceeded. So that step seemed null-an-void considering I am trying to sync some missing data. But if I am wrong, please let me know!

I was hoping waiting over night and/or recording another exercise session (i.e. play the waiting game) would remedy the issue. But it hasn't yet.

[Wibby]

Hello again @t1gg90 

I understand your reluctance to wipe your tracker as you’re quite right that you would lose your unsynced data.

Hsve you tried manually logging the exercise in the App?  If you can remember what time you did it you can try it.  

In the App, tap on the Exercise tile, then the Stopwatch icon, then enter the Exercise type in the search box and then tap on Start time to choose the correct day and time, then duration. That should at least make a basic record of it so you’d know when you did it. That might help

a bit until a proper solution is found for the sync.

 I was just reading your first post again and the fact the heart rate data is missing too is a bit strange.  Were you wearing it really loosely?  That sounds like more than an App bug and more like a tracker one to be honest.

Anyway, try manually tracking that exercise and see if any of the blank fill in, just in case.

[t1gg90]

@Wibby I was wearing my tracker at the same tightness as I usually do, and it wasn't moving around during my exercise periods. It was also working during my walk and workout, I was regularly looking to it so see what my pace and heart rate were during both sessions. And at the end of both exercise sessions, it provided me with all the statistics it usually provides. And was showing all the zone minutes on my charge 5 (until it reset at midnight). It is such a weird occurrence! The fact it was visually recording all the data as I was going, notifying me when I hit different heart rate zones, etc; yet there is a weird heart rate space during that large chunk of my arvo.

I am honestly at a loss! I am just hoping it doesn't happen again! 

[Wibby]

Hello @t1gg90 

Hopefully the data’s still somewhere in the ether ready to be collected then.

Please try logging it manually in the App and see if it fills in.  You never know… Good luck!

[t1gg90]

Thanks @Wibby , I'll give it a go 🙂

Also, you may be right about it being an issue with the Charge 5 itself. As it has now locked to a screen that is blank and has green scroll dots at the top of the tracker face - it wakes up to this screen when I lift my wrist to look at it), and it is unresponsive to any tapping or swiping!!

It is thankfully still very new (less than 2 months old), so I am hoping I can easily get it replaced! 

[Wibby]

No way!  That’s really awful @t1gg90!

One thing you can try in the interim is restarting it from the charger.  Connect it to the charger and then press the button on the USB end 3 times.  It should reset it and bring it back to life.

 

It’s also well worth contacting Support to see if you can get a replacement tracker.

The best way to contact them (so I’ve heard) is via the chat.

You can reach it by tapping help at the bottom of the page, then Get Support, then Chat.  Make sure it’s set to the right country. If it isn’t, tap on the country to switch it.

 I hope that helps!

[DavideFitbit]

Welcome to the Community forums, @t1gg90 @AniHk. 

Thank you for all the information provided about the inconvenience with your Charge 5. 

There are some general recommendations and troubleshooting steps that have been useful for other users experiencing syncing problems; you can check them out here. However, from what you mentioned earlier, it seems that you already tried all the steps found in the Community forums. 

If you're still experiencing the same problem to sync your data, your active zone minutes or if you're still seeing a blank screen, I do recommend that you get in touch with out Customer Support team for further assistance with this. The best way to get help for this problem is to chat with us online or give us a call. Click here to get connected. 

See you around. 

[PAS461]

7 months later and people still having same 

issue.  Trouble shooting steps work sometimes.    There is a major issue with charge 5 auto-syncing everything and recognizing exercise.      Fix it already.      Today the steps did not down. Walk continuous. It recognized. And I did 27 minutes. Used a stop watch.     And my setting are for 10 minutes.     

[detchicago]

I’m having the same problem today.  I have tried everything suggested multiple times.  My Fitbit Charge 5 shows 171 Active minutes. The App show 17.  

[RiekoC]

Hi @detchicago 

Sorry to read that you're having synching issues between your Charge 5 and the Fitbit app. Have you checked what the dashboard says on your Fitbit webpage and does it match your Charge 5 or the Fitbit app?