My device has stopped syncing

[shamima]

My device has stopped syncing to my watch, and then I noticed that an update was available. I tried implementing the update but it refused to update .I've tried restarting. I tried deleting the app. I tried charging the device. I tried unlinking the watch and then reconnecting. Nothing works and its deeply frustrating.

Moderator edit: subject updated for clarity

[DavideFitbit]

Hi, welcome to the Fitbit Community forums, @shamima.  

I appreciate all the feedback and information that you've shared about the difficulty you're experiencing with your Charge 5 and the troubleshooting steps that you already tried. I'm sorry to see that you were not able to sync your data. 

It seems that some users were experiencing issues to sync their Charge 5 a few days ago due to an outage, but this problem should now be resolved and you should now be able to sync as usual.  If you continue to have any problem, please make sure that you've followed the steps listed here below as well: 

• Try all the steps listed here to resolve general syncing problems.
• Make sure to check the compatibility requirements listed here.
• Keep the Fitbit app updated to the latest version available.

Regarding the update, please let me know if you were able to complete it. In case you're still having this problem, make sure to follow the recommendations listed in this article. 

Thanks again for all the comments and feedback that you've provided so far. 

[charleskn]

@DavideFitbit please note that the Charge 5 sync issues are ongoing and have not been resolved. Since this was solved, mine hs refused to sync several more times. It syncs if I wait long enough (minutes to hours), which is not an actual resolution.

People keep posting to the original pinned thread. I posted a new thread and suggested pinning that in place of the old "solved" thread.

https://community.fitbit.com/t5/Charge-5/Charge-5-still-not-syncing/m-p/5223474#M24413

[Beccab88]

Hi Rebecca,

Thank you for troubleshooting with us.

We’re aware that this same issue has impacted some of our customers and our specialists are working to resolve it as we speak. We have added a ticket that will let them know that you have also been impacted. A resolution will be provided via firmware update and app update, so please be very attentive to that.

We understand that this isn't the resolution you're hoping for, but rest assured that It is in our best interest as a company to have this resolved as soon as possible for you and all users impacted

We're sorry for any trouble. We appreciate your patience and look forward to getting you back on track.

My drops my calories and workouts when syncing. After 5 days of being told just to pair and unpair  this is what I got 

[DavideFitbit]

@Beccab88 Thank you for sharing that you've been experiencing a similar problem with your Charge 5. 

It seems you were able to get in touch with the Customer Support team again and your case is still being reviewed. In this case, I recommend that you continue the communication with them so they can let you know how to proceed. 

@charleskn There are some basic troubleshooting steps that are usually helpful with syncing issues, but it seems that you already tried all these basic steps shared in the forums. The problem where many Charge 5 users were not able to sync should now be resolved, but I'm aware that some users are still having this problem. Please note that this has been resolved for the vast majority and you shouldn't be experiencing any problem related to this outage that occurred a few weeks ago. 

I've gone ahead and sent your information to the Customer Support team for further assistance, so you should be getting a reply soon. Keep in mind that they'll need to make sure that all troubleshooting steps have been exhausted. 

See you around. 

[Beccab88]

 

[Beccab88]