Flex won't sync to my Windows 10 laptop

[1975tn]

My Flex2 has stopped synching with the programme on my Win10 laptop.  I try to sync but programme can't find the tracker.  

I have tried to load it to Bluetooth but the tracker can't be found or it finds the tracker and then just drops. Bluetooth is working becasue the mouse is detected. 

I have tried customer support LiveChat but that did not help.

Has anyone had this problem?

Desperate!

Moderator Edit: Clarified subject

[Julia_G]

Hi, @1975tn , you cannot link any Fitbits directly via Bluetooth.  It must always be done via the Fitbit app.  When did it last synch to your Windows Fitbit app?  

You could try setting it up as a mew device.  Do NOT remove the Flex 2 from you account first.  Please open the Fitbit app, go to the account screen (click on the small person icon top left on the opening page) and scroll down to “Set up”. Choose Flex 2 from the drop down list.  You should get a message saying there is already a Flex 2 connected to your account; do you want to replace it?  Confirm that you do and follow the instructions from there.

If your Windows 10 app is not finding your Fitbit, then it may need a restart.  Instructions here .

Having said all this, as you may be aware for more recent devices Fitbit is no longer supporting set up using Windows 10, although I believe once set up you should be able to sync.  So if these instructions do not work after a couple of tries, you may need to borrow someone’s smart phone (if you do not have one yourself) to get going again.

If you do find that you need to upgrade your device I can recommend the Inspire series Fitbits.

I hope this helps!

[1975tn]

Many thanks for replying.  I have managed to sync my flex2 with the programme on my desktop - I found the dongle (fitbit base station) that came with  my first fitbit and it worked!  Still can't get bluetooth to find it with the current dongle.

Kind regards.

[Julia_G]

Hi, @1975tn  really glad that the dongle worked and you got it synching.  Hang on to that dongle - they are hard to find these days!

As I mentioned above, you cannot use your computer’s Bluetooth to find your Fitbit.  That is not how it is designed and it is never going to work.  It must be done through the Fitbit app (or, for older devices, via the dongle, as you have discovered).

Thanks for reporting your solution.  It might help someone else with a similar issue!

[1975tn]

Thank you Julia, but, I am puzzled.  Bluetooth was working fine until only a couple of weeks ago.  My husband is using bluetooth on his computer, so why has it stopped on my new computer.  Bluetooth is working for everthing else I use. 

[Julia_G]

Hi, @1975tn I think I haven’t been clear - the Fitbit does require (and sync via) Bluetooth.  What I meant was you cannot connect your Fitbit using the Bluetooth settings on your computer (the way you might connect another device, like cellphones, earphones, printers, etc).  You have to connect your Flex 2 via the Fitbit app.  So you can’t just go to your Bluetooth settings and ask it to search of Bluetooth devices and connect to your Fitbit.  It probably will FIND the Fitbit, but it will likely give you the message that it cannot connect to it.  

Instead you must always open your Fitbit app and make the connection there - which is why I suggested trying to set up the Flex 2 as a replacement device.

For that reason, whenever the Fitbit doesn’t sync you must address this issue via the app, and not via your Bluetooth settings.  (Except it can sometimes help, if the Fitbit isn’t syncing, to open your Bluetooth settings and remove/forget the Fitbit device from the computer’s Bluetooth settings - then when you return to the Fitbit app it should prompt the app to attempt to connect.  It still might be worth trying this on your new computer if you haven’t already, although if you are happy syncing via the dongle that’s fine too.  I am sorry if I have been confusing.  Fitbit does work a little differently from other devices, as I said, and I hope I have now been clearer.

You have mentioned that you have a new computer, which is possibly the issue.  If you are able to use the dongle, that suggests to me that you are using the old Fitbit Connect program instead of the newer Windows 10 app for Fitbit.

While the old program will work with the dongle (as you have discovered), you might want instead (if you haven’t already) to download the newer Fitbit app for Windows 10, which should sync without requiring the dongle.  If you haven’t downloaded it, you will be able to find the app in the Windows Play (App) Store.  Once downloaded the app can sit on your desktop and then you should (hopefully!) be able to sync without the dongle (but always use the app to connect, as I have tried to explain above,.,)

Having said that, Fitbit has gradually withdrawn support for the Windows 10 app, so if you ever upgrade your Fitbit from the Flex 2, you will find that you will need a smart phone rather than your Windows computer on order to set it up, although you should still be able to sync via the Windows 10 app.  I think Fitbit made this decision once Windows phones were withdrawn.  The overwhelming majority of users now use a phone running iOS or Android with their Fitbits.

I’m sorry if this all sounds very confusing!  For myself, I used to love getting a new computer, but now I dread it!  I never know what is going to stop working...  !

But if you are happy syncing via the dongle, and it is now working, then there is no need for you to do anything different until (if!) you are ready to upgrade your Fitbit

[Rich_Laue]

Bluetooth low energy devices can not be directly managed by the user. This is a job for the fitbit app, which at some point will ask for permission to pair. 

[1975tn]

Many thanks, Julia and apologies for delay in replying. I tried everything suggested and, today, have given up and downloaded the app to my phone. Just wish I had the time to work out why it refuses to sync with my laptop.