Charge 5 won't sync anymore

[RogueLady]

My Charge 5 was working fine up until yesterday afternoon. It won't sync now. I've gone through the steps for Bluetooth, charging and resetting on the charger. Nothing seems to work. This is relatively new. I've only been using it since May of this year. Any advice would be greatly appreciated. 

Moderator Edit: Clarified subject

[RiekoC]

Hello @RogueLady 

I moved your post to the Charge 5 product forums as this tends to be more of a device issue rather than an Android platform issue. 

It sounds like you've already done the recommended troubleshooting steps as described in this page: Why won't my Fitbit sync? 

Since these steps haven't been successful and your device should still be under warranty, you should contact Fitbit support. Click here to contact them by chat, phone, or direct message: Fitbit support 

[MarreFitbit]

Hi there, @RogueLady. Welcome to the Fitbit Community Forums. Thanks for the details provided in your post about the issue with your Charge 5 and taking the time to troubleshoot it before reaching out. 

@RiekoC Thank you so much for your help and support. Also, thanks for taking the time to move the post to the correct board. 

In addition to the steps you've done so far, I'd suggest you to follow the steps below in the order listed:

• Unpair your Charge 5 from your phone's Bluetooth and Fitbit app.
• Unpair other Bluetooth devices that you may also have paired to your phone's Bluetooth settings.
• Force quit the Fitbit app.
• Turn off other Bluetooth connections when not in use. This can help to prevent connectivity issues or Bluetooth interference.
• Shut off your phone and turn it on after 1-2 minutes.
• Turn on the Bluetooth on your phone.
• Plug it into the charging cable and open the Fitbit app.
• Set up your Charge 5.
• If there is no connection, restart your Charge 5.
• Once your Charge 5 is paired and syncing, please proceed to set up your other Bluetooth devices to your phone again. 

With the steps above, what I want you to do is to pair your Charge 5 first to your phone's Bluetooth settings before any other Bluetooth device is connected to your phone.

[Mad-woman]

I suggest you try and return it to Fitbit (good luck). I’m on my second charge 5 in 4 months and don’t seem to be getting anywhere when it comes to Fitbit standing up to their responsibility! There is a clear issue with the charge 5

[UptownEddieBrow]

There was definitely a problem created by FitBit, most likely the update announced by Rodrigo yesterday  since the current version in Play Store is 3.89 and support insists I need to upgrade to 3.90 which Rodrigo announced yesterday. Ironically, my device was also deployed in May like yours. Last night, mine synced fine at 12:47 but the sleep data and heart rate data never updated and even today after about an hour and a half with 1 tech and 20 or 30 minutes with the first one that had me force stop the app and start over with the second one, I still don't have a heart rate graph since yesterday. It's really annoying when they just read step by step procedures already available on search. Good luck getting this resolved some day. 

[annapap7]

Clearly, we have done all this. I havethe same issue since last night. Apparently the watch cannot communicate with the phone. But also there is a malfunction on the actual watch. It carries on counting steps since yesterday and has not registered sleep. 

[UptownEddieBrow]

I had ongoing issues with steps, too. Have you tried the 3 pulse hard reboot? I did a bunch of app force stops under Android settings and cleared the cache then Uninstaller and reinstalled then reset the phone and did a 3 pulse hard restart. 3 hours later the steps were fixed and the heart rate graph magically picked back up with no data recorded for the time it wasn't working although the watch showed the correct heart rate. There's a circular button on the USB end of the power cord. You hold it down for 1 second then release 3 times. You're supposed to do all 3 within 8 seconds then wait for the logo to appear. When I did the soft reboot from the device, the logo did not appear several times. The 3 pulse hard reboot I did twice. The first time no logo, the second time it did appear. Last night, sleep recorded fine, steps were fine and heart rate continuously recorded. I'm still confused whether the watch is defective or what in the heck happened. 

[annapap7]

I did not know about the pulse button but I also noticed that when I was doing a soft restart the logo was not coming up. I did a soft restart the next day and the logo appeared and then went straight to update. It was able to connect via Bluetooth finally and now it is bau. Some data was lost but at least it is resolved for now. One think I noticed the watch was fully charged yesterday and today before the update battery was dropped to 18%. I hope this is not the end.

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[UptownEddieBrow]

How ironic. Mine was fully charged before I went to bed and at 18% when all the shenanigans started the next morning.

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[Asobfalls]

Just at 24 hours of ??**!?  it went from a charge of 90% to 23% and then started working correctly. Only lost 24 hours of data. I was able to hand enter exercise minutes of bike riding during that blank out interval.  All this seemed to be in order to handle the update in firmware. All is good now.