Charge 5 syncing problem

[LJB68]

Charge 5 not syncing correctly. It partially loaded yesterday's information. Todays is also partial. I've deleted device, reinstalled, restarted both phone and device. Nothing seems to be working. Was there an update that is causing problems?

[RiekoC]

Hello @LJB68 

There was an issue on the Fitbit side that affected syncing data, especially step tracking and exercise data. It looks like one of the issues has been resolved in the last day or so.

If you're still having issue with syncing your Charge 5 to the Fitbit app, this help page has the recommended troubleshooting steps to try: Why won't my Fitbit sync? (<-- click link)

[cpeas]

Tried all of that and still not syncing - what a pain.

[CAR49ers]

Same here!  Nothing for 13 hours.

[cpeas]

Thank you for your post - so I am trying the right things and it is not my fault....

[Tylou]

J'ai le même problème,  depuis 1 mois, aussi sur mon application  sur mon téléphone 😭

[CAR49ers]

OK guys and gals, I have been a Fitbit owner/user since 2016, and it is time that you start telling us when you push out new upgrades so that we can be prepared for potential problems!  All the data I look forward to is now in Limbo because of the sync issue.  When you get it fixed will it capture the information of the Charge 5 so I do not lose anything?  Seriously, we need a daily update.  BTW, I have tried every possible combination to get a proper sync with no success!  As a result, I have to assume that it is on your end and not mine, as my phone syncs with all my other devices with no problems.

[CAR49ers]

This is a friendly update of the mentioned problem since I assuming that you are attempting to address the issue.

1. At approximately 4:00 pm (AZ time) on 09/20/24 my Charge 5 eventually paired after a dozen tries and started recording information, albeit not very accurately!
2. As of 6:15 am on 09/21/24 Fitbit is recording some information on the Dashboard, however slightly off from the Charge 5 information (Steps, Miles, and Calories), but Zone Minutes are in sync!
3. The following did not record or sync (Sleep duration -No Date), (Health Metrics - No Data); and (Stress Management - No Data)!  The other categories have some information, but slightly off Dashboard vs. Charge 5 even after multiple syncs.

Hopefully this will assist in addressing the remaining issues.

[LJB68]

Hello RiekoC,

Things appear to be working better but I lost 10,000 steps on Thursday the 19th Sept 24 (Australian time). The correct step tally was on my fitbit in the evening (17,171 plus) but only partial tally was recorded on the app (7171) and no amount of syncing and refreshing has recovered that. Can this be rectified?

[CAR49ers]

I am updating again!

Things are pretty close to correct today, but I am still not getting an exact match between the Charge 5 and the app Dashboard when I sync!

All the various components now show Dashboard information, which I hope is accurate.

You guys apparently pushed out some upgrades, and it did not go as planned.  It would be great if you guys/gals would tell us in advance of such upgrades so we could look for anomalies and let you know sooner rather than later.  A BOHICA* notice would be nice in the future!

* BOHICA - Bend Over, Here It Comes Again!

[RiekoC]

Hello @LJB68 

Thank you for your update and letting us know that you're seeing improvement. That's very encouraging.

I saw that one of issues that might have been a factor to our syncing issues was recently fixed. However, I'm not sure that all the issues have been resolved yet. Even if all the problems have been fixed, it could still take some time for all our data to show up in the app.

Please keep watch on your data and let us know if there's still data missing in another day or so.

[CAR49ers]

Any free upgrades for the beta testing info?
😁

[RiekoC]

If I see that this an option, @CAR49ers , I'd make sure that you are on the top of the list. 😁

[ExerciseRabbit]

Glad to know Im not alone but nothing I have tried has revived my Fitbit yet 😱. Final option is let it die and hope that kicks it?  Chat help NOT helping either!!! Boo!

[CAR49ers]

Another update, and another apparent problem!

Since the above problems started, I have just been looking at my watch and unconsciously double-tapping it to see the time.  Well, I just went to 'Screen Wake' and it is locked on "Manual"!  I have tried tapping, double-tapping, and holding my finger on the button, but nothing makes it change.  For what it is worth, it worked fine before the latest problems.

Since I am posting, the latest sync resulted in the following (close but no matches):

Charge 5 Steps 2,848 - Dashboard 3,131

Charge 5 Miles1.35 - Dashboard 1.29

Charge 5 Calories 1,653 - Dashboard 1,668

[RiekoC]

Hello @CAR49ers 

Have you had a chance to restart your Charge 5 after you discovered the problem with Screen Wake not allowing you to change the setting from Manual? That's usually the first troubleshooting step to try.

[CAR49ers]

I did not update the Message Board yesterday since I saw no improvement.  However, today looks promising!  With limited data this morning, the numbers appear to be in sync.  After I play a round of golf, I will update the Message Board since that should give us sufficient information in all the categories to make a more accurate assessment.

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I tried both ways to restart, using the watch restart, and the three-tap power cord button (twice each) with no results.  Looking for the next solution!  🙂

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After a promising start this morning, alas, it was a false start with things looking unchanged after I accumulated several hours of data!  The watch is the first number, and the Dashboard is the second number. Depending on the algorithm, I am guessing that the Steps affect Miles and Calories.

Steps = 6,125 / 6,285; Miles = 2.23 / 2.21; Calories = 1676 / 1677 & Zone Minutes 58 / 58

BTW, is the Dashboard category "Daily Readiness" a new category/calculation?  I do not recall seeing that before.  I am still waiting for the seven-day calculation to see what information it gives me.

OPEN Items - neither of these are major, just annoying.

1. I still cannot get the Screen Wake off the Manual setting even after multiple 'Restarts' both with the watch and the three-tap button cord; and
2. In the 'Edit Exercise' section, I am still unable the edit the Activity box!

[RiekoC]

Hello @CAR49ers , @LJB68 , @ExerciseRabbit , @Tylou , @cpeas 

There is an update for the Android Fitbit app, ver 4.26.1, that started rolling out today, 25 Sep 2024. I got the update this morning. Although I haven't seen confirmation, I'm hoping that this update fixes the syncing issues.

The app updates tend to rollout in waves. If you don't see the update right away, keep checking.

So far, I haven't seen any posts about an update for iOS Fitbit app. I suspect one should be rolling out soon, if not at the same time as the Android app.

[CAR49ers]

Got it...thanks.

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Good morning, Fitbit Community.

The problem you have attempted to address has been going on for over a week.  The tech team apparently has a fix but has yet to announce it or push it out to the community!  Your mission, Community, should you decide to accept it, is to make the tech team inform us of their progress.  As always, should you or any of your Fitbit Community Force be suspended or terminated, the senior Fitbit management will disavow any knowledge of your actions or the fact that there was ever a problem at all.

This tape message will self-destruct in five seconds if there is no bug preventing it. Good luck, Team.

Charlie

[mccurran8]

This worked for me:

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Charge the device. Press the button located on the flat end of the charger 3 times, pausing for 1 second between presses. Then wait 10 seconds or until the Fitbit logo appears.