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Sudden disconnect, won't re-pair to phone, data destroyed

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‎11-13-2022 18:37 - last edited on ‎11-30-2022 10:09 by Moderator Alum

‎11-13-2022 18:37 - last edited on ‎11-30-2022 10:09 by Moderator Alum

Won't re- pair to sync; app reports incorrect data for previous days; data subsets (heart, exercise and ex intensity) have disappeared from phone; Fitbit froze and then 'reset' to crazy time 17 hours and 14 min off. Have tried all 'solutions' but no result except now I have this crazy time. Have established that it is NOT my phone's Bluetooth that is the problem.

 

 

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‎11-30-2022 10:08 - last edited on ‎12-17-2024 06:33 by Fitbit Moderator

‎11-30-2022 10:08 - last edited on ‎12-17-2024 06:33 by Fitbit Moderator

Hi, welcome back to the Community forums, @JustWalk6. 

I appreciate all the information that you've shared about the difficulty you're experiencing with your Charge 5.

If you haven't done so already, please try the following steps that have been useful for other users: 

  • Force quit the Fitbit app. 
  • Turn Bluetooth off and on. 
  • Open the Fitbit app and sync again

In addition, I recommend that you try restarting the device using the three pulse restart method: 

  1. Connect your device to the charging cable. For instructions, see How do I charge my Fitbit device?
  2. Press the button located on the flat end of the charger 3 times (end of the USB cable), pausing for 1 second between presses. Then wait 10 seconds or until the Fitbit logo appears.

If you're still having any issues, let me know if you already tried all the steps listed here to resolve syncing problems, and make sure to check the compatibility requirements listed here and to keep the Fitbit app updated to the latest version available. In case there a problem related to the app not showing you the correct information, please try the following steps: 

  • Log out from the app.
  • Clear Cache for the Fitbit app on your phone's settings (Settings > Apps > Fitbit app > Storage > Clear cache)
  • Restart your phone. 
  • Log back in to check if you're able to see your information. 
  • Try to set up your Charge 5 as a new device in your account if you're still having the same problem.
  • Make sure the Fitbit app and your phone's operating system are updated to the latest version available.

Hope this helps, I'll be around. 

Davide | Italian and English Community Moderator, Fitbit


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