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

[MatthewFitbit]

@SKWS A couple points of clarification -

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I cannot get to the "sync now" button without reinstalling the software each time. 

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What necessitates reinstalling the software? What do you see when you try to go to that screen without reinstalling?

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Then when I get to that button, I have to try numerous times before it will sync.

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Why exactly do you need to try numerous times? What error message or unexpected behavior are you encountering that requires another attempt?

[SKWS]

When I called last week, the woman I spoke with told me to go to the Fitbit icon on my computer and click on it. She told me that is where I would find the way to hard sync. We were disconnected. So I did what she said.

I clicked on the Fitbit icon and it gave me the "run" or "cancel" screen. I clicked Run.
Then it went through the steps of setting up again...select region, Fitbit Connect Setup Wizard to install - which I did, I installs, I hit finish and only then can I get the window that has "Set Up a New Fitbit Device" or "Sync Now". It says "searching for Fitbit tracker" and after about 30 seconds, says it cannot locate the fitbit. It is less than 12 inches from the dongle. So I hit "try again" , it searches again with no results and says "try again", so I continue to do so for at least 3 or 4 times. Then I sign on to fitbit on my computer to see if it has synced. Sometimes it does, sometimes it doesn't.

When I sign on to Fitbit on my computer, there is no way to hard sync.

What am I supposed to see when I click on the Fitibit icon on my computer screen?

SKWS

[cindyp2]

it's searching  the logo keeps flashing and it says searching for fitbit tracker  make sure it is close to your computer.  

now it says Not Working?

if there are other trackers nearby, move them away

make sure your tracker is close to your computer

if your tracker is connected to a nearby mobile device, disable Bluetooth on your mobile device and ttry again or use hte Fitbit mobile app instead.   then the buttons

main menu  and try again

we all have rebooted, restarted and it's not syncing on my desktop.  I can sync on my phone but it takes several tries  then about 10 miutes later the desktop will update but just that time.  It does't keep updating unless I do it on the phone.

This all started late Sunday the 22nd or mon the 24th.  we are on win 10 and some on  win 7 so it's not hte OS that's the problem.  If they did upgrades or something to do with that step up program that finished that monday it could be that.  any how for all of us it was that monday the 23rd.  so maybe they can go back and see what they did that day.   

[Maenad]

The sync now button is red with an exclamation mark. When I select, exactly
nothing happens. Repeatedly. This is on my Galaxy 6, which worked
perfectly until a few days ago. Behavior is same on my Win 7 desktop.

[MatthewFitbit]

@SKWS If you are clicking the small Fitbit icon in your Windows taskbar at the bottom of the screen, you should see the screen in my previous post. It sounds like you might be repeatedly launching the installer - I'd recommend looking for that taskbar icon instead.

@cindyp2 It sounds like you're able to click the "Sync Now" button, but it continuously attempts and fails to locate the tracker. Does that sound correct?

@Maenad Can you describe your experience with Fitbit Connect on the computer? They are different syncing methods, so it won't look the same as the app.

[cindyp2]

yes it fails to locate the tracker, even tho i'm sitting right beside the CPU and taking it out of my pocket doesn't make any difference.  having it in the charger in the usb port doesn't make a difference.   and it takes 2 tries on my phone before it will finally sync

[SKWS]

@SKWS If you are clicking the small Fitbit icon in your Windows taskbar at the bottom of the screen, you should see the screen in my previous post. It sounds like you might be repeatedly launching the installer - I'd recommend looking for that taskbar icon instead.
Mathew: There is no shortcut on my task bar. Nor did it give me the option to set up one during set up. None of this was a problem before 10/24/16. I am sure you can see I have been syncing since July of 2014 with no problems.

[MatthewFitbit]

@SKWS I don't doubt that you're having trouble - I'm just trying to understand exactly what it looks like so that I can help our team investigate.

Can you let me know whether you are using a MacOS or Windows computer? You'll want to make sure you've successfully installed the latest version of Fitbit connect from this page, after which you should see a shortcut in your taskbar/menubar, and potentially a desktop shortcut. From your previous description, it sounded like you were repeatedly launching the installation program, and I want to make sure you're able to get into Fitbit Connect without doing that.

[SKWS]

So if I don't have an icon on my toolbar and installing each time still does not produce a sync, what can I do now?

SKWS

[SKWS]

Sorry my last post was before I read your entire message.

I am using Windows.  I downloaded a new version on Friday.  It did not give me an icon in my toolbar.  I will try using the link provided in your email.  From there I will let you know what happens.

Thanks,  SKWS

[schnauzermom]

I am also having this issue and have had to reinstall the fitbit set up every day for the past week because I am not syncing and the Fitbit Icon disappears from my toolbar when I turn my computer on each morning.

[SKWS]

I used your link and nothing different happened, so I acted like I was registering.  It gave an option for Existing User, so I chose that.  It had my information for my profile, but then I got to a window with "Whoa there! There's a Fitbit One connected to your account.  Are you replacing it with this One?"

The only option is to Replace Old Fitbit One.  I have stopped.

I still do not have an icon in my task bar.  

Please advise what to do next.

[SunsetRunner]

MatthewFitbit wrote:

It sounds like the core issue here is syncing through the Fitbit Connect software. Within that software, there is a big button that says "Sync Now" - can someone tell me specifically what error or unexpected behavior they encounter after clicking that button?

 When I try to sync with the "Sync Now" button, it spends about 45 seconds saying "Searching for Fitbit Tracker" and then fails, taking you to a screen that says "Not working?" and then gives instructions for moving other trackers away, moving the one you want to sync closer to the computer, and disconnecting your tracker from other mobile devices.

This happens every time -unless- I hold my tracker about 1-2" from the wireless dongle, in which case it usually works fine after a few seconds.

[MatthewFitbit]

@SKWS You don't need to proceed through the setup process - just having the software installed is enough. I would expect you to see a Fitbit icon in the menubar. There should also be a program called "Fitbit Connect" in your Applications folder. You should use one of those two methods to open the main menu, then click "Sync Now" and let me know specifically what happends from there.

If you're still not able to open the software, I might need a video or some screenshots to understand the problem you're having.

Edit: Thanks @SunsetRunner - those details are very helpful. It sounds like this is the common experience with most folks in this thread.

[SKWS]

I experienced the same thing:

When I try to sync with the "Sync Now" button, it spends about 45 seconds saying "Searching for Fitbit Tracker" and then fails, taking you to a screen that says "Not working?" and then gives instructions for moving other trackers away, moving the one you want to sync closer to the computer, and disconnecting your tracker from other mobile devices.

but I have not had a successful sync since Saturday evening.  

[CKwalker]

When I hit the SYNC NOW, it took about 1 minute to sync......but I received the message UNKNOWN ERROR.  It did sync my last 7 days of data to my PC at that point, but nothing since then.

[MatthewFitbit]

@SKWS Thank you - that's what I wanted to confirm. I'm going to relay this info to our team so that they know specifically what is being encountered.

[SKWS]

I did use the icon that appeared in my programs folder,but experienced the same thing.  Clikced on "sync now", it searched for 30-45 seconds, and the "Not Working?" window appeared again.

[kat2790]

@MattewFitBit

I also have the issue of my fitbit not Automatically syncing. I have follow all steps, uninstalled and reinstalled fitbitconnect. This corrected the issue at first but it started again Monday the 24rd. I have a windows PC using windows 7.  If I use the " Scyn now"  button on the fitbit connect icon it will work "Sync"  after a few attempts usally, after I put it right on top of my PC next to wireless conncetor.  Is there a system issue at the moment? 

[MatthewFitbit]

Thanks @kat2790 - it sounds like you are encountering the same behavior that others have mentioned here. From the details in this thread, I suspect that there is an issue with our system that is making syncing difficult for some trackers. Our team is investigating based on these specifics, and I will be sure to keep you all updated on any progress toward resolving this.