Fitbit stops working, asks if I want to replace it when clearing user data

[Mike789]

OK.
1. Fitbit Charge 5 did not sync

Followed advice I used before - force stop app. stop bluetooth, launch app.

2. Fit Charge still not syncing.

3. Cleared user data.

As a programmer, this really pisses me off, I am asked "Switching? There is already a Fitbit Charge 5 connected to you account already. Are yiou setting up a new one?"

The only option is 'Replace your Fitbit". While this appears to be good advice right now, the option appropriate in the moment is more of a "No, I am keeping this, just reset the freaking data."

As the prompt on Sync Filead says - "Fix it"

[DavideFitbit]

Hi, thank you for sharing all this information about the issue you're experiencing with your Charge 5 and the troubleshooting steps that you already tried, @Mike789.  

Could you please confirm where exactly are you seeing this message asking you to 'Replace your Fitbit"? This sounds like the notification you get when you're trying to set up your Charge 5 as a new device in your account. In the meantime, I recommend that you try restarting the device using the three pulse restart method described here. 

If possible, let me know if you're having a more specific problem, like the Bluetooth is getting disconnected or if you see a specific error message as well. In addition, make sure that you already tried all the steps listed here to resolve syncing problems, and to check the compatibility requirements.

I'll be around. 

[Mike789]

Hello,

Thank you for your reply.

I have tried the recommended steps and I am left with the attached image. Please note, I tried the “Clear User Data” as a last resort after going through the Help documents but before I tried the 3-press reset.

Also the image, notes I already have a Fitbit registered to my account. It then asks “Do you want to setup another one”.

This dialog should present at least 3 choices : “Yes, replace my Fitbit”, “No, use the registered Fitbit” and “Cancel”. There are clearly three options to be chosen here but only one option listed.
One might conclude the only option presented is “Safe and effective” but that is not clear.

Should I just “Replace” the Fitbit with itself or is there a potential problem with Device ID collision(e.g. This Fitbit is already registered, try another”)?

Again, thank you. Any frustrated user can be difficult. One who is a programmer can be **ahem**ed difficult.

Michael



Sent from Mail for Windows

[DavideFitbit]

@Mike789 Thank you for your reply and for sharing this screenshot. 

If you see an option to replace the Fitbit device with itself, you shouldn't have any problem. Sometimes it's recommended to try setting up the Charge 5 as a new device in the account. 

However, if you're having trouble to sync your device, keep in mind that you would need to sync through the Fitbit app and not through the Bluetooth settings on your phone. In addition to the restart, make sure that you already tried all the steps listed here to resolve syncing problems. 

If you already tried all these recommendations previously and you continue to have the same problem, I do recommend that you get in touch with the Customer Support team for further assistance with this. They have specialized tools and will let you know how to proceed. 

The best way to get help for this problem is to chat with us online or give us a call. Click here to get connected. 

See you around.