Charge 5 won't sync

[NigelDeano-57]

I have been advised by the call centre that Android phones and Fitbit syncing have a problem which could take up to two weeks to fix. 

I have wasted hours trying all of the suggestions and taking the phone to a specialist shop to sync . Nothing worked so I assumed the Charge 5 was faulty only for the call centre to advise of the problem.

A simple message from the centre would seems obvious and save everyone's time.

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @NigelDeano-57. Welcome to the Fitbit Community Forums. Thanks for bringing this to my attention and for the troubleshooting steps you've tried. I'm sorry to hear that your Charge 5 is not syncing. I understand your concern. 

As our Support Team has informed you, we're aware of this issue and are working to solve it. If you have any questions or concerns regarding the outcome of your case, my best advice is to keep the conversation directly with them so they can continue assisting you.

Thanks in advance! 

[JudyGlassEye]

We have 2 Charge 5. 1 app on Samsung Note 10 and 1 on Samsung A02s

On the A02s I suddenly can't make contact with my Charge 5.

Of course, all the proposed actions have been carried out.

We have 1 Mastercard where we have purchased 2 x Premium. Why can't 1 account be transferred to my wife's account? We keep having problems that it is no longer present on her Charge 5. 

Please option or comment from Fitbit or Google.

[GeorgeHerman]

When will there be a bug fix, this isn't working and I can't go back to an older version

[GeorgeHerman]

Must be something going on, my app reverted back to old screens, but now it reboots and doesn't load.

[RiekoC]

Hello @GeorgeHerman 

From the posts I've read, there is a known issue that affects syncing with the app for Android users. It seems that the problem started around the time the users updated their Fitbit app to version 4.28. See this thread (<-- click link)

The team is aware of the issue and has been working on fixing the problem.

At this point, there isn't any troubleshooting we can recommend since the issue appears to be on the Fitbit side.

[RiekoC]

Hello @JudyGlassEye 

From the posts I've read, there is a known issue that affects syncing with the app for Android users. It seems that the problem started around the time the users updated their Fitbit app to version 4.28.

The team is aware of the issue and has been working on fixing the problem.

At this point, there isn't any troubleshooting we can recommend since the issue is on the Fitbit side.

Regarding your Premium accounts, you will need to ask Support (<-- click link) about it. Complete the prompts until you get the option to chat or call.

[justkeepwalking]

By downgrading to 4.26.1 from sep 10 it resolves the issue. I did it first on my phone and it immediately fixed it. Then I did it on my wife’s phone and it fixed it. Please let us know when this is fixed so I can enable auto updates again. 

Thanks Steve

[JudyGlassEye]

Hop can i  downgrading to my Charge5?

Walter 

[snowballs_mom]

How do you downgrade to the older version? Thanks

[Silvertiger62]

How do you downgrade to the last 4.26 ?

[ManuFitbit]

Hi Everyone.

Thank you for sharing the details regarding this difficulty with the Fitbit app. 

A bug that caused issues with syncing and pairing has been fixed. Sorry for the inconveniences that this may caused to you. Please, upgrade to the Fitbit App version 4.28.2 since it includes a bug fix. If you don't see an update available, please wait until this will be available.  

Updating to this new app should solve the syncing/pairing bug (i.e. perform a manual sync by pulling down on the Today screen to determine if syncing is successful.) If after updating your Fitbit app you still have this situation, please restart your phone.

If restarting your phone still doesn't resolve the issue, the steps listed below are the recommended troubleshooting steps to solve these problems:

1. Update [Android] Fitbit App to 4.28.2.
2. Open the Fitbit App, on the Today tab tap on Devices (Device icon, top left).
3. Delete any connected Fitbit Trackers or smartwatches, if any are shown.
4. Go to Android Settings, Bluetooth (Connected Settings) and "Forget" any Fitbit trackers or smartwatches if any are shown.
5. Restart phone.
6. Open the FitBit App, re-add the tracker or smartwatch (via the Devices icon, top left).
7. From the FitBit App, Today tab, Tap/Hold near to the top of the screen and then drag down to perform a manual sync.

Thanks @RiekoC  for your help. 

[Rhosddu1]

I've updated the app to v4.28.2 (1).

I'd already deleted my Charge 6 from the app (3). Bluetooth could see the Charge 6 but it wasn't paired so I didn't need to forget it (4).

I restarted the phone (5), opened the app and tried to find the Charge 6 (6) but I got the same "something went wrong" message. The C6 is right next to my phone and charging. I tried it several times with the same result.

I reinstalled the app but the same thing happened so it's not solved for me. I hope others have better luck.

[JR9]

Nope not fixed. Unbelievable! Do you even test? Absolutley nothing has changed. Still failed. Followed all instructions above.    

[POS2024]

I'm reaching out to you as the Fitbit Moderator that the Fitbit App 4.28.2 DOES NOT WORK.  I tried it this evening when I saw the "update" in the Google Playstore.  The issue continues to be the same:  the phone does not recognize the App.  As such, it won't Bluetooth pair with my Charge 6.  When the App is opened, it reminds me that I need to connect the device (Charge 6) to the phone.  So, your launch of 4.28.2 is an epic failure!

[POS2024]

@Cherrylw - I share your frustrations.  Because Fitbit neglected to contact each of their users (pretty easy in this day and age of communication), I also spent an entire day troubleshooting the problem.  In fact, Fitbit didn't even bother to post anything on its general website to inform people looking into this problem.  So, I've spent $160 USD for a digital watch which I could have bought for less than 10% of the cost.  Since my steps are counted for my WebMD tracking, I'm not getting any credit for the steps accumulated.  But you're right; it was up to US to figure out what the source of the problem is and it's not our devices, but the Fitbit app, and this happened after they rolled out the update.  

[Gelm]

It didn't work. I deleted the charge 6, restarted phone, restarted charge 6. Now the app can't find the charge 6. Bluetooth is on.

[POS2024]

That is exactly my scenario.  

[StaciGirten]

Same here.

[iwhitman2055]

I was so excited to finally get my fitbit working again, but there's been no change.  I followed every step listed including trying to "re-add the tracker", but the app searches for my Inspire 3 for a bit and then reports "something went wrong". When I try again, it searches and searches but never comes back. 

4.28.2 is doing the same thing as 4.28.1

What next?