Fitbit One no longer Synching again [RESOLVED]

[shazmatt]

I only sync on my computer (Windows 7 Home Premium), I do not use a phone. 

A while ago my Fitbit One stopped syncing (I did all the recommendations of unistall, reinstall, restarting the FitBit numerous times) & it became very frustrating, then suddenly it started syncing automatically (I think FitBit did something) but I could not force the sync.  I have lived with not being able to force the sync for months now & just carried on, but as of yesterday at 16:19 Fitbit stopped syncing automatically again!  Why oh why do I carry on using FitBit, can anyone aswer me lol

[SKWS]

Earlier today and yesterday, each time I try to force the sync, I have to reinstall Fitbit Connect in order to get the "sync now".   And then it takes multiple times of selecing retry.

Now, I just tried again - had to reinstall, but it never took me to "setup a device" or "sync now".

This is so frustrating!

[cindyp2]

We need EVERYONE to call fitbit  1 877 623 4997  and while talking to them tell them there are many of us.  it'snot just you and someone needs to come tot he forum to see the comments and it's their problem and not ours

[nadasy]

I've had the same issue.  It apparently stopped about 8am this morning, and now it won't sync.  I have a MacBook Pro.  No smart phone.  It's sitting right on the dongle.  I've restarted the laptop and the device.  Cannot get it to sync.

[SunsetRunner]

I got an answer from Fitbit today. I had sent a message to them directly. They sent me back a message and I returned it clarifying my original email. Apparently they didn't understand the simple english I used the first time.
Here is their response...

Hi Margie,

Thank you for getting back to us with such details. Let's work together to take care of your Fitbit One not syncing with your Windows 7 computer.

Upon checking our records, we have verified your computer operating system might be the reason why you are unable to sync. We understand this could be an inconvenience for you, since you were able to sync in the past. However, as you mentioned we do can only troubleshoot and support operating systems from Windows 8 and on.

If possible, we encourage you to upgrade to Windows 10. Once you upgrade, please download the Fitbit app for Windows 10 for the best experience and uninterrupted syncing of your tracker.

We thank you for being part of the Fitbit family as we look forward to helping you through yours goals! We remain at your disposal should you have any questions.


Sincerely,
Debora E. and the Fitbit Team

I guess this means they don't give a **ahem** about their current customers, and expect us to adapt to their so-called improvements.

[SunsetRunner]

Not a bad idea.

[bckrose]

How do you manually hit sync?

[attached]

Bckrose,  

Hopefully I can explain what I have done.  I'm still in computer 101 so it has to be simple.

I had a friend install my fitbit program when my husband and I got our Charges in August of 2015.  We had no problems all this time until this week. That's when the syncing stopped.

Whe my program was set up, a fitbit icon was added to my toolbar.  That is what I use now to get it to sync.  I click on the icon, wait for the window to open which gives me a choice to install a fitbit program or to sync my fitbit now.  I take my tracker off and hold it so it is touching the dongle and keep it there,  Then I click on the "sync now" choice and it starts searching.  I takes a little time, usually less than a minute, and then the "searching" note turns to "connected" and in a short time, probably 30-45 seconds it comes up as synced!  There is a dashboard button on this little window, I click that and there is my info.

My program is only on my computer which uses Windows 7.  I'm not computer savvy enough to reply back to your email that was forwarded to me so I looked through the forum until I found your post and here I am!  I hope this will help you.  I am going to contact the company as this is totally ridiculous.  I've done that before and always found them to be very helpful.  Sometimes it took more than one email to fully explain the problem so they could understand it and we were both on the same page, but the end result was always very helpful...and problem solved.

Good Luck to you.

[May_Bee]

OK, I sent an email expressing my displeasure in this sync issue and how there are a number of us suffering from it.  As a very loyal customer who preordered the original fitbit a year before its release and is now on my fourth fitbit, I am so dismayed by the company becoming just another mindless consumer driven machine instead of the very personable and attentive people oriented gadget service it used to be.  If this is indeed an issue of no longer supporting Windows 7, I'm afraid they will lose a lot of customers, since Win 7 is still very popular, especially with those of us who have no money to buy a computer capable of handling Win 10, and do not want the insanity of Win 8.

[auggiepet]

I have windows 10 and have been having the same synch problem since the day the step up challenge ended which I did not even participate in. I have to force mine to synch every time which is getting old fast

[LainieF]

FYI, I just saw posts in the DASHBOARD and the SURGE community where users are having sync issues. I posted this reply to the moderator in the SURGE community.

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

Hi Silvia, in case you are not aware, there is a very active discussion on the ONE community where users have had issues with the autosync since 10/23/16. There are over 4 pages of posts and some very unhappy users and no moderator in sight.

I have also seen posts in the DASHBOARD community and one other community (I forget which one). There seems to be a major issue with the autosync process and we are not seeing any response from FitBit except to try to restart and that is NOT WORKING!!!

Do the moderators only get involved for the new products? 

[LainieF]

Hi Silvia, in case you are not aware, there is a very active discussion on the ONE community where users have had issues with the autosync since 10/23/16. There are over 4 pages of posts and some very unhappy users and no moderator in sight.

I have also seen posts in the DASHBOARD community and one other community (I forget which one). There seems to be a major issue with the autosync process and we are not seeing any response from FitBit except to try to restart and that is NOT WORKING!!!

Do the moderators only get involved for the new products? 

[cindyp2]

nope not a win 7 issue I have win 10 and this all started last monday
with everyone so they must have done some upgrade in their system. I can
sync using my phone and that one will sync will transfer to desk top but
desktop won't sync again until i do it on my phone

--
*Get Fit and healthy *
*and earn while helping others*
www.downrightfit.com

[SunsetRunner]

I have a feeling these people have no clue what they are doing. Especially since you are having the same problem with your Win 10.
I had to laugh when I got an email this morning from Fitbit and they apologized for the confusion.

Mind you I have told them in 3 previous emails I have a HP PC desktop running Win 7. The email this morning said so sorry for the confusion. They keep referring to my computer as a MAC, despite the fact I made it very clear in my last email to them I DO NOT have a MAC, I have NEVER had a MAC and there is NO and never has been a MAC in my house. You will all love this:

"We're sorry for the confusion.

In line of this matter, you don't need to upgrade to Windows 10 as long as all the requirements are met using your Mac. Furthermore, your phone doesn't need to be near your computer for you to sync your tracker with your computer.

Moving forward, since all the possible solutions have been exhausted and your still unable to sync your tracker with your computer, we'd like to move forward.

So that we may investigate your tracker's warranty status, kindly provide us the following information below:
​​​​- Country of residence
- Where and when the tracker was purchased
- If given as a gift, please let us know when
- If given by an employer, please let us know when and the name of the company

We look forward to hearing from you."

The last time I heard anything about MAC's is they don't run on WIN anything. do they?

Margie

[bckrose]

If you could tell me how to force my Fitbit to sync, I would be very
grateful. Thank you.

[pattinorthport]

Hi
What I did was as it was charging I held the button down for 15 seconds, I
think that rebooted it. If that does not work, what I also did was
uninstalled it, then I set it up as a new device but doing what I just
said. After a bit it gave me a number which I entered into the install
process. I didn't loose any steps.
This is definitely a fit bit problem and not a user problem. It would not
sync on my mac or iPhone.
Good luck!

--
Patti

Patricia Gosman
Associate Real Estate Broker
Coldwell Banker Residential
c 516-297-0090

[klhjag]

Same problem here, and the same time frame.  Mine stopped automatically synching last Monday around 3:00 pm EST.

[Zoink]

When I spoke with Tech support they showed me how to force the sync or in other words showed me how to get to "Sync Now". I am not computer savvy so what may seem basic to everyone else does not even occur to me.
The customer support person, John, guided me to the Fitbit icon on my laptop. I have Windows 10. It was in the bottom right corner near the volume (I needed those kinds of specific instructions). Double click on the icon with your fitbit one next to the computer. A window pops up looking for the device. When it finds it, the window changes and presents me with a button that says "Sync Now". Click on that. Then it says it has synched and do I want to go the dashboard.
This is the way I sync it each morning now (so I can also see my sleep). It still will not sync automatically. This morning I got an e-mail from tech support outlining the steps to uninstall/remove and reinstall in order to make it sync automatically. I directed them to this thread in the community forum and told them based on the number of people who've tried that and failed here, I was not going to risk doing that step. Instead I plan to continue to do the manual sync, as long as it works, and hope that Fitbit does something on their end to fix this.

[May_Bee]

OK, some success folks!  Here is the response I got to my email from last night:

Thank you for your suggestion. We're constantly striving to improve Fitbit products and services, and we very much appreciate all of the input we receive from our customers. 

Our engineers are aware and are working to resolve it as quickly as possible. 

We're sorry for any inconvenience it's caused. We appreciate your patience and look forward to getting you back on track. 

Please let us know if there's anything we may do to assist you in the meantime.

Sincerely,

Pia and the Fitbit Team

[kgpdx]

---

@LainieF wrote:

FYI, I just saw posts in the DASHBOARD and the SURGE community where users are having sync issues. I posted this reply to the moderator in the SURGE community.

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

Hi Silvia, in case you are not aware, there is a very active discussion on the ONE community where users have had issues with the autosync since 10/23/16. There are over 4 pages of posts and some very unhappy users and no moderator in sight.

I have also seen posts in the DASHBOARD community and one other community (I forget which one). There seems to be a major issue with the autosync process and we are not seeing any response from FitBit except to try to restart and that is NOT WORKING!!!

Do the moderators only get involved for the new products? 

---

Thank you LainieF for doing this.  It seems no one is paying attention.  Customer service isn't reading the complaints and just sending scripted answers.  This problem is across platforms and across operating systems so it makes sense that it is a programming issue.  Manually syncing is getting old fast.  And since they are no longer supporting Windows 7, those of us who can't or won't update our computers will soon be left with devices that no longer perform as they should.

[kgpdx]

Hi Silvia, in case you are not aware, there is a very active discussion on the ONE community where users have had issues with the autosync since 10/23/16. There are over 4 pages of posts and some very unhappy users and no moderator in sight.

I have also seen posts in the DASHBOARD community and one other community (I forget which one). There seems to be a major issue with the autosync process and we are not seeing any response from FitBit except to try to restart and that is NOT WORKING!!!

Do the moderators only get involved for the new products? 

[SunsetRunner]

First positive thing I've read so far.  At least they are no acknowledging there is a problem.

[kgpdx]

---

@bckrose wrote:
If you could tell me how to force my Fitbit to sync, I would be very
grateful. Thank you.

---

On my computer in the lower right hand there is an up arrow that shows hidden icons when you click it.  One of those icons is for fitbit connect.  Double click it and you will get an option to set up a new user or to sync your fitbit.  Click the sync.  I sit less than 30 inches from the computer & dongle, yet I have to take my fitbit off and touch the dongle while it is syncing or it doesn't pick it up.  It will tell you it is searching and that message will change once it finds it and starts syncing.  Then it will tell you to go to your dashboard.  If you have the dashboard open, you will need to refresh it.