Charge 6 not syncing

[mortoam]

I bought my Charge6 about 4 months ago to replace an ailing Charge2 (which had always been very reliable). 3 days ago it stopped syncing, having given a few problems with this over the last month or so. I tried restarting the device and re-installing the app on my phone, after deleting all previous Fitbit devices from Bluetooth settings. Now it won't pair with or set up the Charge6 at all and doesn't recognise it, despite me following all the instructions as if I was setting up a new device.

Help please!

Moderator Edit: Formatting.

[DavidFitbit]

Hi there @mortoam welcome to the Fitbit Community! It's great to have you here. Allow me to help you with the syncing/pairing issues you are experiencing with your Charge 6.

If your device is no longer paired, you are attempting to set it up 3 and you find an error such as "Error Message or Missing PIN", follow the instructions below :

- Turn Bluetooth Off on your phone and then back On and retry Pairing.
- If Pairing still doesn't work, i recommend restarting your mobile device, your Charge 6 and try again

I hope this tips will help you!

[RiekoC]

Hello @mortoam 

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.

[LolaMC]

Any ETA on the fix?

[mortoam]

Hi David. Thanks for the advice. I've tried your suggestions but still have the problem. Andy

[mortoam]

No joy yet. If there's a known issue I may just have to wait until Fitbit issue a new fix...

[mortoam]

Thanks for the info. I'll wait to see if Fitbit announced a fix,...

[waldo39]

Why are you still advising all the tips when it is apparent that the App is the fault. Question is when is the App going to be fixed ?

Why haven`t google advised on this community?

[RiekoC]

Hello @mortoam & @LolaMC 

There's an update for the Android app to version 4.28.1 that has started rolling out. According to some Moderator posts I read, it seems that this update was supposed to fix the syncing issue for Android users. Although it seems to have worked for some users, I've read multiple users posts stating that it didn't work.

Please let us know if you've already updated to version 4.28.1 and if that fixed the syncing issue for you.

[Frimmel]

Updated to that new version and it did not fix the issue. 

[waldo39]

Nope still same 4.28.1 failed to rectify 

[waldo39]

Hi
4.28.1 failed to resolve the issues

[RiekoC]

Hello @Frimmel & @waldo39 

Thank you for letting us know that updating to version 4.28.1 didn't fix the syncing issue.

From the user posts I've been reading, it seems this problem is affecting those with Samsung phones. Are you using a Samsung phone?

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

[waldo39]

Thanks for reaching out to the Fitbit Customer Care Team.

For your reference, your case number is 

We wanted to inform you about a recent update to the Fitbit app that addresses a bug causing syncing and pairing issues on Android devices. 

If you've been experiencing difficulties with syncing or pairing, or if you’ve noticed missing activity data such as steps and distance, we apologize for the inconvenience and recommend updating to Fitbit App version 4.28.1, which includes a fix for these issues.

Confirm that
- Fitbit App was updated to 4.28.1 - yes/no

- the software used under your mobile phone - also this should be updated - the last version available is Android 15

- the brand and the type of the mobile phone - thank you

For most users, updating to this version will resolve any syncing or pairing issues. However, if you continue to experience problems after updating, please try the following troubleshooting steps:
Troubleshooting Steps:

• Make sure you’re on [Android] Fitbit app version 4.28.1.
• Open the Fitbit app and navigate to the Today tab.
• Tap on the Devices icon (top left) and delete any connected Fitbit Trackers shown.
• Go to your Android settings, open Bluetooth settings, and "Forget" any Fitbit devices listed.
• Restart your phone.
• Open the Fitbit app and re-add your Tracker via the Devices icon.
• Once added, from the Today tab, tap or hold near the top of the screen and drag down to perform a manual sync.

We’re here to help if you need any additional assistance with these steps or if you continue to experience any issues. Thank you for your patience and for being a valued Fitbit customer

We already added the information that your device is affected by the bug and the updates will be released quickly to you.

Thank you for your understanding

If you need more help, you can contact us again and reference this case number, or reply to this email to reopen your case.

*****************************************************************************************************************************************

Hi 

I have spent ages on this issue

4.28.1 update issue not resolved

Android 14 latest notification, phone is up to date

Samsung A13

Nothing on fitbit due to advice given by many!!!

Data cleared update fails, phone finds fitbit unable to pair as no pin generated.

if you bothered to look at the Fitbit forum, you would see many failures due to the App

nothing wrong with our hardware.

4.28.1 is not the answer

regards

[mortoam]

Hi. I'm using a Motorola phone.

[RiekoC]

Hello @waldo39 & @mortoam 

Thank you for sharing your phone information.

Although version 4.28.1 seems to have worked for some users, way too many users are reporting that it didn't fix the syncing problem.

[Berneice]

So very frustrating.  Phone says app is not installed, when it is.  It won't pair, nothing works when every suggestion is tried.  I can't even see what version is installed.  Grrrr.

[wvardon]

Most of what I am reading relates to an A13 Samsung. I have the same phone, same issue. I have a Charge 6.  Lost connection to the App on 22nd Oct. Spoke to a Google chap, said its a Fitbit App issue and is being worked on. They said 24 to 48 hours. It's still not working. 

[waldo39]

Long press on the fitbit app 'info  upper right  scroll down you find the version 4.28.1 probably.

[wvardon]

Yes, it's running 4.28.1 already. I have uninstalled. Reinstalled. Restarted the device. I have done everything. Still does not work. Thanks.