Charge 6 won't sync after latest app update

[AlisonTB]

I have been having major problems with my 5 month old Charge 6 - not logging distance, rubbish GPS tracking etc. I updated the app to rhe latest version last night, and now the app won't sync at all. It refuses to pair with my phone, and if I try to pair from the phone, rather than from the app, it won't work either. I have tried uninstalling, reinstalling etc, and no joy. I am so fed up with this device, and I think this is the final straw.

[Frimmel]

This sounds similar to the difficulty I have been having with my Charge 6 (as well as an old Charge 5 I dug out to have another point of reference.) https://community.fitbit.com/t5/Android-App/Charge-6-will-not-pair/m-p/5681417#M183618

[Klix01]

Have exactly the same problem. Since a download 2 nights ago on one of the family fitbits charge 6 cannot connect charge 6 to phone. Restarted fitbit, re installed app, tried to change clock face and then chang back to the one i wanted. All the usual things and they wont connect to phone. Have had two fit bits in 9 months and it seems to be doing the same thing. Can see me having to take this back to shop. I would really like fitbit and associated company to stop messing around with the software and just leave it alone. Do they not look at the thousands of comments around the world and see how many people complain all the time, yet all the do is say 'sorry try this, try that'. Google/fitbit will you actually stop wasting peoples time and actually test these pieces of software properly before rushing them out to the public. Totally feedup with these software updates. I wont be buying another from your company thats for sure. Apple or garmin next time. Very, very disappointed considering your a big company, the lack of customer service after we have spent vast amounts of money is dire. Not impressed, and im sure this feeling is world wide. Google/fitbit get a grip and look after the customers who are paying for these services. 

[Rhosddu1]

I've got a similar problem. I downloaded my latest Android update this morning and now my Charge 6 won't sync to the phone. I've disconnected it from the phone and tried to reconnect but it just says "searching for your Charge 6" even though it is right next to it. I uninstalled the Fitbit app and went through the setup process and gave all the permissions but I still get the same message "searching for your Charge 6". The app is showing all my data up to the last sync yesterday. The Charge 6 is four months old and it's worked well until now but this is annoying.

[AlisonTB]

I have tried everything suggested - restart Charge 6, uninstall/reinstall app, reboot phone and nothing works. The fitbit has been poor from the start, but I think this is it for me, and I will be looking at another make.

[RiekoC]

Hello @Frimmel , @AlisonTB , @Rhosddu1 , @Klix01 

I'm seeing other users reporting syncing issues that seem to have started in the last couple of days. There doesn't seem to be any service disruptions according to the Fitbit Status Dashboard.

I've put in an inquiry about the problem and will report back if I get any updates.

[AlisonTB]

Thank you. Quite honestly though, I have given up with it. I tried the fitbit reset using the little button on the charging cable, and I am now stuck in some sort of feedback loop that is telling me to download the app. I have the app downloaded, but I can't get rid of the message. Device won't shut down, reset or sync. Only 5 months old, and it will be going in the bin.

[Frimmel]

Thank you @RiekoC @ally want my tracker back on my wrist.

[RiekoC]

Hello @AlisonTB 

Since your device is less than a year old, it's still under warranty. You can contact Support (<-- click link) to find out what are your options under warranty, such as a replacement for a defective device. Complete the prompts until you get the option to chat or call. It may be better to call and talk to a support agent.

[AlisonTB]

@RiekoC thank you so much for your help.

[Klix01]

Addition to my first post, tried little button on charging cable, it does nothing, now i am getting a message up saying the following NEW TAG COLLECTED , then underneath it it then states EMPTY TAG, i have no idea what this means, sorry to everyone if i am doing this wtong as i have nevef posted on the internet before, so if its in the wrong place for somone to see tgis info could you forward it on. Thanks everyone

[Klix01]

Hi Rieko i have added new info below about a message tegarding Tags if you understand it, i havent a clue, it might mean something to someone. Thanks for the offer of help. Kind regards

[Rhosddu1]

Thanks for that.

My wife just updated her Android software and then managed to sync her Inspire 3 with her phone so there was no issue with the Android update for her. My phone still can't find my Charge 6 so it's either the Android update which has caused a problem and / or a Charge 6 problem which means it's now invisible to the Fitbit app. I'm looking forward to an update on whether there is a problem or how this is resolved if not. 

[Frimmel]

Not just a Charge 6 problem @Rhosddu1 I have a retired because the battery is gone (just drains fast charges up though) Charge 5 that the app will not see as well as not seeing my Charge 6. Given this all commenced shortly/immediately after an update of the app logic suggests it is the app.

[AuntDee]

My Charge 6 stopped syncing 3 days ago. I have tried and retryed all the suggestions. Hoping Google/fitbit has the answer@

[Rhosddu1]

• Further to my earlier post about my wife's Inspire 3 syncing correctly, that's now stopped. When she tries to sync, it buffers with a "syncing your data" message then stops and comes up with "couldn't sync your Inspire 3, tap to open help" which is the same message I got with my Charge 6. Her Fitbit app says it was "synced 8 hours ago, Sync now".
• She hadn't updated the app between it working then stopping so who knows what the issue is but it can't be coincidence that both our Fitbits have stopped syncing just after installing an Android update?
• I really think Fitbit ought to be taking this a bit more seriously and at least posting an update about what they're doing to investigate this.

[RiekoC]

Hello @Klix01 

Thank you for sharing the message about "tags". I'm not familiar with that message.

Did you see this message on your Charge 6 or in the Fitbit app?

[Klix01]

Hi i seen it actually on my phone on tbe android app. The fitbit is still
collecting data each day, we just cant transfer it to the app on the phone.
Its the latest update, this is the issue i believe. This is the second time
this has happened, two fitbits in eight months when a download happens it
cause this to happen. The first fitbit we got it totally destroyed it and
we got the black screen of death on the actual fitbit. This time its the
app on the phone. Im afraid google/fitbit dont take this serously enough,
as they have had the money from the customer. I wont be buying another
thats for sure from them. Hope it helps

[Klix01]

Hi everyone. Just an update i have spoken to the team at fitbit. There is an issue with the download the other night. Its not the fitbit its the software on the app on certainly the android version, not sure if its affecting other phones. So they have advised its being worked on. So we will have to be patient and let them get on with the corrections. I have said if i havent heard or got any new update in 2 weeks i am going to call back as a case has been raised. So just check your updates daily for your apps on your phone. Hope the new info help. Please spread the word as im not sure if i am doing this right as im a newbie to using community forums. All the best 

[Rhosddu1]

Brilliant, thanks for the update and for contacting Fitbit. It's good they are looking into it but a shame that they couldn't publish an update themselves. I'm happy to be patient but hope there will be a positive outcome sooner than later. Thanks again.