Charge 5 won't pair with my Android phone anymore

[beevermike]

I have just purchased a Charge 5 and it doesn't want to pair to my Android phone.

Moderator Edit: Clarified subject

[JayC58]

Hello @RiekoC, @beevermike 

Thank you for all the suggestions.  I ran through all the recommendations and sequences including; clearing the cache, force stopping the app, unpairing the tracker and turning off Bluetooth, restarting the phone while the Charge 5 is charging, and rechecking Play Store but it's not showing an available update for my 4.28.3 version.

At this point, the issue appears to be with the Charge 5 itself as my phone's (and my wife's phone's) Bluetooth does not detect the Charge 5 at all while it does detect other Fitbit devices.  I'm not sure if this means anything, but the device had displayed a red circle around an X a day after it stopped syncing and now the light on the back is red (I thought it was normally green).

[beevermike]

Hi, sorry to hear that. My tracker was showing up on the phone and would
try to pair but wouldn't complete.

[Hendrik55]

Hello @RiekoC ,

It took some time to test properly. I had already discovered that sometimes sync works and sometimes it doesn't.
I am now on version 4.30 since last week.
Last week I stopped the Fitbit app(4.30). Deleted the cache and then restarted my phone. Then I restarted my Charge 5 using the button on the charger cable.
Then this week I took a look at how the sync is going now.
Sometimes it works and sometimes it doesn't. The previous 2 days sync works, but again today it does not. So the problem is still not solved 😔
Kind regards.

[RiekoC]

Hello @FatimaFitbit 

Please see the post above from @Hendrik55 . He is still having syncing issues even after updating to Android version 4.30. From his other post in the thread where you've posted, he is using a Nokia 6.1 with Android 10 OS. It looks there are some users on the other thread who are also still having syncing problems.

Please forward this information to the engineering team. Thank you in advance.

[Hendrik55]

Hello @RiekoC and @FatimaFitbit ,

....and this morning sync was working ......

beats me 😳🙄🤔

Let's see what tomorrow brings...

[FatimaFitbit]

Hi there @Hendrik55 and @RiekoC!

Thank you for reporting this situation. @Hendrik55 Thanks for the update!

Please let us know in case it stops syncing again.

Best wishes!

[Hendrik55]

Hello @RiekoC and @FatimaFitbit ,

..and this morning it didn't sync.

I stopped the Fitbit-app and restarted it and then sync worked again. I think the app stops the bluetoooth connecting over night.😔

[FatimaFitbit]

Hi there @Hendrik55! Thank you so much for the update and for your efforts.

Is it possible that you turn the "sleep mode" or "do not disturb mode" during the night? And do you close the Fitbit app at night? Thanks for sharing the solution too. 

[Hendrik55]

Hello @FatimaFitbit,

I put my phone on "do not disturb mode" every evening during the night. I've been doing that for almost 3 years as long as I've had a Fitbit. It never gave any problems. Sometimes I close the Fitbit app and sometimes I don't. (I don't stop it).
The last few weeks I just don't close it to prevent it from not syncing in the morning. But that doesn't help, I guess.