Fitbit One Syncing Issue

[LenaFit]

Hi Everyone! 

So sorry to hear about the issues syncing your One. Fortunately, I have some suggestions to help:

1. Restart your tracker. 

2. Reboot the computer, tablet, or phone you're trying to sync with. 

3. Open the Fitbit app to initiate a sync.

4. If your One is still not syncing, take a look at our help article to learn how to set up your tracker as a new device.

I'd also double check a few things:

1. Make sure that your iOS, Android, and Windows Fitbit app is updated to the latest version. If you're syncing to a Windows device, please keep in mind that we recommend updating to Windows 10 and using the Windows 10 Fitbit App. 

2. If you've upgraded to OS 6.0 (Marshmallow) on your Android device, make sure that you have location services turned on in the settings.

3. Is the device you're trying to sync your tracker to on our list of compatible devices? 

Those of you who are seeing an error message or the "Fitbit 6.60" message when trying to sync, please take a screenshot of this and attach it to this thread. The more information I have the better I can help!

I hope this helps! Please let me know how it goes. 

[rhozelyn]

Thanks! Holding it the button down for 20 seconds worked ( waited for FITBIT to come up on screen) then restarted my iphone then sync worked.

[Tiggeruns]

Well, my One isn't syncing properly, again. Since about Tuesday, I've had to reset it twice with the charging cord.  I hope this can be resolved soon, as it will be a complete hassle to try to do while traveling. 

[ssingleton4]

Thank you so much, this worked for me.

[SunsetRunner]

I did the software on my phone and now, One isn't syncing now 😕

[KernA]

I ended up turning off the tracker, removing the tracker from the app. Then
I turned my phone off. I waited about 10 minutes, turned the tracker on on
then reinstalled it on my phone. This worked for mine😀

[ssingleton4]

Thank you, worked

[davehar]

My fitbit one won't sync to my phone has been perfect untill now

[magheradartin]

Exactly the same.  Last time steps actually recorded on App was Saturday around 13.00 BST.  One is recording steps and behaving normally but the App shows 0 steps.

[magheradartin]

This worked for me.  Many thanks !

[jamullian]

Rebooting my One (15 seconds in the USB port + 6.60 msg) only works for me ON THAT DAY. I'm having to do that all over again every morning if I want to sync. THIS IS VERY ANNOYING!

[K8fit]

My tracker was working just fine before the latest update. None of the solutions have helped so far. I've emailed fitbit customer support and they've only responded to one of my emails. Is this some sort of bug in the app for The One???

[KernA]

Try shutting your tracker off. Then remove the tracker from your app on
your phone. Shut your phone off. Wait about 30 seconds. Then turn your
phone and tracker back on. Reinstall the tracker in the app. This worked
for me. Good luck 🙂

[K8fit]

I have tried shutting off my tracker multiple times. I've even tried syching to the computer.

[davehar]

Removing my one from my phone then reseting has worked so far

[Il_Postino]

Mine stopped syncing on Saturday. Using the steps above, I got it to sync with my phone but it won't sync with the windows 10 app on my computer as the device isn't appearing on my bluetooth device list at all.

[Egodfemme]

When I reset my fitbit One, two days of data were unretrievable. Fitbit support has been unable to help me retreive the data and I keep seeing that the trackers stores 7 days...I think it's not true.

[austinok]

Fitbit One user here. My tracker has not synced since 6/24/16. I disabled Bluetooth on my phone, searched for updates while my tracker is connected to my PC via the charging cable, and Restarted my Tracker via this article, which resulted in "An error occured while syncing! An unknown error has occured!" message.

I then uninstalled the Android app 2.27, restarted my phone, and then installed 2.28. I also started chatting with Lyka from the Fitbit staff and after various tries, we resolved the issue. I'm pasting the chat below so you can run through the same troubleshooting to see if it will help you as well:

Lyka (7/5/2016, 1:57:46 PM): Hi K, my name is Lyka. How can I help you?
Me (7/5/2016, 1:59:49 PM): Hi Lyka, I am having issues syncing my One (it hasn't synced since 6/24) but I am installing the latest app version on Android now to see if that helps
Me (7/5/2016, 2:00:17 PM): I disabled Bluetooth on my phone, searched for updates while my tracker is connected to my PC via the charging cable, and Restarted my Tracker via this article, which resulted in "An error occured while syncing! An unknown error has occured!" message. I then  uninstalled the Android app 2.27, restarted my phone, and am now installing 2.28
Me (7/5/2016, 2:00:23 PM): I hope this fixes it 🙂
Me (7/5/2016, 2:00:26 PM): how are you today?
Lyka (7/5/2016, 2:00:52 PM): I'll be glad to help you with your concern.
Lyka (7/5/2016, 2:01:18 PM): Thanks for trying to fix the issue prior to contacting us.
Lyka (7/5/2016, 2:01:22 PM): May I know the email address associated with your account?
Me (7/5/2016, 2:01:59 PM): my pleasure
Me (7/5/2016, 2:02:02 PM): XXXXX
Me (7/5/2016, 2:02:54 PM): it looks like it is partially syncing in the app now; i see my steps dating back to 6/24
Me (7/5/2016, 2:03:08 PM): but miles, calories, floors, etc are still blank
Me (7/5/2016, 2:03:14 PM): let me do another sync
Lyka (7/5/2016, 2:03:14 PM): Thank you for that information.
Lyka (7/5/2016, 2:03:24 PM): I'll just need to take a quick look at your account to see what I can find as well. Please allow me a moment.
Me (7/5/2016, 2:03:29 PM): no problem
Me (7/5/2016, 2:03:42 PM): now more info is syncing in the app
Lyka (7/5/2016, 2:04:22 PM): Thanks K. According to the system, the tracker last synced 20 minutes ago.
Me (7/5/2016, 2:04:58 PM): so that was about when i did the reset via the charging cable on my PC
Me (7/5/2016, 2:05:23 PM): my Bluetooth is on via my phone now, but it is not picking up the tracker, which is right next to it.
Me (7/5/2016, 2:05:33 PM): any ideas on next steps?
Lyka (7/5/2016, 2:05:49 PM): I see. How did you restart the tracker?
Me (7/5/2016, 2:06:01 PM): about 20 mins ago, so i will try again now
Me (7/5/2016, 2:06:49 PM): ok just restarted it and the message FITBIT 6.60 popped up when it came back on, FYI
Lyka (7/5/2016, 2:06:55 PM): Thank you. Great!
Lyka (7/5/2016, 2:07:19 PM): Please try syncing again. If that won't fix the issue, we'll setup the tracker as a new device.
Me (7/5/2016, 2:07:29 PM): the app is trying to find the tracker now
Me (7/5/2016, 2:07:43 PM): via my phone
Me (7/5/2016, 2:07:50 PM): i will also try to search via my PC
Lyka (7/5/2016, 2:07:54 PM): Okay K.
Lyka (7/5/2016, 2:07:57 PM): Let me know.
Me (7/5/2016, 2:09:03 PM): OK now in the app i have a lot more info about my Tracker (like Silent Alarm, Greeting, etc. info) but last sync was 23 mins ago and the app is still having problems finding the tracker
Me (7/5/2016, 2:09:42 PM): just turned Bluetooth off to try to sync to PC
Me (7/5/2016, 2:10:11 PM): Getting the error message I noted earlier on the PC
Lyka (7/5/2016, 2:10:43 PM): I see. Thanks K. Let's re-setup the tracker via your phone app.
Me (7/5/2016, 2:10:49 PM): ok cool
Lyka (7/5/2016, 2:10:56 PM): What make and model of phone are you using?
Me (7/5/2016, 2:11:17 PM): HTC One...(let me get model info)
Me (7/5/2016, 2:12:09 PM): running Android 5.0.2 and HTC sense 6.0
Lyka (7/5/2016, 2:12:51 PM): Thank you K.
Lyka (7/5/2016, 2:13:06 PM): Please re-open the app.
Lyka (7/5/2016, 2:13:07 PM): From the Fitbit app dashboard, tap the menu icon in the top left corner.
Lyka (7/5/2016, 2:13:14 PM): Tap Devices.
Lyka (7/5/2016, 2:13:19 PM): Tap the + icon in the top right corner.
Lyka (7/5/2016, 2:13:34 PM): Tap the tracker you want to replace.
Lyka (7/5/2016, 2:13:44 PM): Choose One and follow the onscreen instructions to continue.
Me (7/5/2016, 2:13:47 PM): hmm, there is no + icon in the top right corner
Me (7/5/2016, 2:14:01 PM): there is a menu button at the top left next to Dashboard
Me (7/5/2016, 2:14:23 PM): omg sorry you said that!
Lyka (7/5/2016, 2:14:23 PM): Yes, that's what you need to tap first.
Me (7/5/2016, 2:14:26 PM): haha i just didn't read it
Lyka (7/5/2016, 2:14:39 PM): Thanks for the laugh K. That's okay.
Me (7/5/2016, 2:15:05 PM): ok found Replace, lol
Lyka (7/5/2016, 2:15:54 PM): Okay K. Let me know of the result alright?
Me (7/5/2016, 2:15:56 PM): says last sync 30 mins ago, so doing a Sync now
Me (7/5/2016, 2:16:00 PM): sure thing
Lyka (7/5/2016, 2:16:33 PM): Okay K. Thank you.
Me (7/5/2016, 2:17:00 PM): ok, it is still not syncing. Should I try turning on All-Day Sync and Always Connected in the app?
Lyka (7/5/2016, 2:17:21 PM): Yes, you can try that as well.
Me (7/5/2016, 2:18:10 PM): ok, just for good measure, i turned on those settings, closed the app, and then cleared the app cache. now opening the app again.
Lyka (7/5/2016, 2:18:33 PM): Okay K.
Lyka (7/5/2016, 2:18:48 PM): Thanks for clearing the app cache.
Me (7/5/2016, 2:19:46 PM): ok i went back into the app and still didn't sync, so Replaced the tracker in the app again
Me (7/5/2016, 2:20:02 PM):  now it's walking me through prompts as if i am setting it up new, which didn't come up before
Me (7/5/2016, 2:20:14 PM): like Power on your One
Lyka (7/5/2016, 2:20:14 PM): Oh. Okay K.
Me (7/5/2016, 2:20:31 PM): and it's searching for it, but to no avail
Me (7/5/2016, 2:20:46 PM): now i got the Not working? screen on the app
Lyka (7/5/2016, 2:20:50 PM): Sorry to hear that. Can
Lyka (7/5/2016, 2:21:08 PM): Can you try replacing the tracker via your computer?
Me (7/5/2016, 2:21:33 PM): sure thing
Lyka (7/5/2016, 2:21:47 PM): Thank you.
Me (7/5/2016, 2:21:57 PM): a prompt came up on my phone asking to restart bluetooth (that was a first) so i did that on my phone as well.
Me (7/5/2016, 2:22:07 PM): nada. ok will replace on PC.
Lyka (7/5/2016, 2:22:15 PM): Okay K.
Me (7/5/2016, 2:22:59 PM): ok, that's done. what wouuld you like me to do next?
Lyka (7/5/2016, 2:23:10 PM): Were you able to replace it?
Me (7/5/2016, 2:23:20 PM): Restart? yes
Lyka (7/5/2016, 2:23:44 PM): No, set it up as a new device on the computer, via Fitbit Connect.
Me (7/5/2016, 2:24:05 PM): oh, sorry! let me do it now
Lyka (7/5/2016, 2:24:30 PM): Okay. Click the Fitbit Connect icon located near the date and time on your computer.
Lyka (7/5/2016, 2:24:37 PM): Click Open Main Menu...
Lyka (7/5/2016, 2:24:43 PM): Click Set Up A New Fitbit Device.
Lyka (7/5/2016, 2:25:01 PM): Click Existing User and log in to your account.
Me (7/5/2016, 2:25:17 PM): great, did that
Me (7/5/2016, 2:25:28 PM): entered the code from the tracker screen, etc
Lyka (7/5/2016, 2:25:32 PM): Great!
Me (7/5/2016, 2:25:38 PM): says it is connected to my Fitbit account
Lyka (7/5/2016, 2:26:10 PM): Okay. One moment.
Lyka (7/5/2016, 2:26:35 PM): There you go! It synced a minute ago!
Me (7/5/2016, 2:27:03 PM): on the PC. should we try the app again?
Lyka (7/5/2016, 2:27:17 PM): Sure K.
Me (7/5/2016, 2:27:38 PM): thanks Lyka! fingers crossed!!
Lyka (7/5/2016, 2:27:51 PM): No worries K.
Me (7/5/2016, 2:29:07 PM): OK! I synced it twice more and it asked for the 4 digit code on the tracker screen, went through the rest of the set up prompts, etc.
Lyka (7/5/2016, 2:29:10 PM): Okay. I hope it will work this time.
Me (7/5/2016, 2:29:35 PM): and it now says Last synced a moment ago in the app.  
Me (7/5/2016, 2:29:50 PM): Hooray! Thanks for all of your help.  
Lyka (7/5/2016, 2:29:56 PM): It's my pleasure K! I appreciate your patience.
Me (7/5/2016, 2:30:14 PM): I think we are good to go. May i share the contents of this chat in the Comunity?
Lyka (7/5/2016, 2:30:26 PM): Okay K. And yes,  after our chat you will receive a brief survey. Any feedback you'd like to provide would be most appreciated, and will help us refine our Support processes.
Me (7/5/2016, 2:30:30 PM): on the One > Fitbit One Syncing Issue
Lyka (7/5/2016, 2:31:09 PM): Yes K. You may post your comment in the Community as well.
Lyka (7/5/2016, 2:31:18 PM): You have a good one K!
Me (7/5/2016, 2:31:26 PM): great, thanks again Lyka! 5 star service!! 🙂 Have a great day!
Lyka (7/5/2016, 2:31:28 PM): No worries 🙂
Lyka (7/5/2016, 2:31:34 PM): Thanks. To end this chat please go ahead and click "end chat".

Good luck and I hope this helps anyone experiencing similar issues! 🙂

[austinok]

Hi there, I just got mine to work after a number of troubleshooting options. I invite you to read my thread and see if the same steps will work for you. It's lengthy, but it worked! Hope it works for you too. (Also try using the Chat feature on Fitbit help instead of email; when I requested that, it told me I was #43 in the queue but I was connected to an agent in less than 5 mins. 🙂

[Jbsmirhana]

Mine had all the previous day's data so I did not lose anything. Resetting for the 15 to 20 seconds seems to have worked.

[Lutherbob]

What about syncing issues with my iPhone running iOS 10.0 Beta.  My fitbit One has always worked before.