Fitbit Charge 5 only syncing part of the day's data

[SilverIodide]

Hi there,

This is my first post on the forum.  I've had the Charge 5 since Christmas.  I've been very happy with it, apart from the odd sleep log that it struggles with.  But I had a major issue the other day.  I went up a mountain and did some walking and sledding: lots of steps and KJs burnt, but for some reason, the IOS app didn't want to sync the part of the day when I was on the mountain.  The Fitbit itself logged the data (I think I hit 15k steps for the day) and I got all the awards and fireworks.  But the app refuses to acknowledge I ever did it; the data stops at about 10 AM or something.  My fitbit did run out of battery overnight that night at about 1 AM (I checked before bed and it was fine and working).  I charged it the following morning.  Worked fine, but it just can't seem to sync the data from Saturday 1st July after about 10:30 AM.  Can anyone help please?

Barry

[RiekoC]

Hello & welcome @SilverIodide 

Sorry to see that the data from your recent outing did not sync to the Fitbit app on your phone. 

Have you checked your on-line Fitbit dashboard to see if your data is there? If so, then I believe the data from your Fitbit has been successfully uploaded to the server and wasn't lost. It very well could have been the low battery on your Fitbit that resulted in not syncing properly. But I'm not sure why it didn't recover the data after you charged the device.

This link will take you to an article that has all the recommended troubleshooting steps that you can try: Why won't my Fitbit device sync? 

Have you had any other sync issues since July 1?

[SilverIodide]

Hi Reiko.  Thanks for the reply.  TBH, I didn't even know the dashboard existed.  But I have just checked and no, the date is NOT there!!!  (why?).  I think it must have happened because I drove up out of phone reception range.  But that shouldn't explain why the fitbit itself couldn't sync with my phone when I got back to phone reception range.  So it seems the data is lost now, forever!!  : (

[Egbert99]

Happening to me, too. No steps or sleep being recorded even after all the troubleshooting steps have been executed. 

[123987123]

Check the pinned chat  from Lizzy about the latest update....many users experiencing the same issue...

[RiekoC]

Well, drat! I was really hoping that the dashboard would show the missing data. Like you, I'm confused as to why your data wasn't synced with your phone and Fitbit cloud when you were back in phone reception. From what I read, Fitbit devices are supposed to keep the data for about 7 days. So, it seems like once you were back in cell phone range, it should have synced with your phone.

Unfortunately, I'm at a loss and wish I had another suggestion to offer.