Fitbit One not syncing anymore (rest seems to work fine)

[wintir]

Hi,

my fitbit one isn't syncing anymore since last friday april 23. Everything else seems to work fine. I can charge it no problem, it is showing steps and all that.

I have a pc with fitbit connect, and it doesn't sync, but neither does it sync to my iPad and iPhone, which used to work fine (until apparently last friday) (I of course know about the need of BT etc... being enabled).

I have been on a holiday from sunday until now (wednesday evening), and I have walked a lot (and beat my previous step records), so if I have to restart the fitbit one (as read in another topic), does that delete the data that hasn't been synced so far?

thanks in advance,

Winny

[Carlajane]

My fitbit one also will not sync with anything since Monday 4/25/16. I've done all the trouble shooting and nothing. Has anyone called customer support? 

Thank you,

Carla Jane

[DevaDeb]

Someone in this conversation thread did, and the customer service person helped them get the sync process re-established. They reported it was a grueling process though, since they are not fluid with technology and there were lots of steps. I'm going to call tomorrow when I have a block of time for the customer service person to help me, because I'm not adept with technology either. At least we know this problem can be fixed with some perseverance.
DevaDeb

[KRdA]

I called Customer Service.  This is what they recommended and, fortunately, it worked for me!!!  Not sure what everyone else is being told, but maybe this will help some of you guys......

From Fitbit Cust Service:

If you haven't already done so we suggest restarting your tracker:

1. Plug your tracker into the charging cable, which needs to be connected to your computer. Please make sure that the gold dots on your tracker align with the gold contacts in the inside of the charger. When you hear a click, you will know your One is in the charging cable properly.
2. Hold down the button on your tracker for 15 seconds.
3. Remove your tracker from the charging cable.
4. Press the button on your tracker until the screen lights up.

Your One should work normally. If this isn't the case, let us know and we'll continue to investigate. We hope this gets you back on track.

I tried Syncing after this and it did!  Hope this helps!

[Sparkles444]

Same problem for me too. Did you lose all your previous achievements when you did this please? Thanks

[SteveH]

Hi @Sparkles444 the restart is safe and doesn't delete any data. 

According to fitbit:

"Restarting your tracker turns it off and then on without deleting any activity data."

taken from: https://help.fitbit.com/articles/en_US/Help_article/1186/

[DWNorth]

As a former software developer/tester I agree that this is a Fit Bit system issue that is unlikely to be corrected by a new device ( although it would still be nice to have a brand new one again). For my experience a more accurate description is that it dropped my activity tracker events from Sunday through Wednesday. With no intervention I was finally able to sync this morning and was disappointed to see that I had everything EXCEPT the tracker info. Based on the other posts it appears that Fit Bit is either not understanding the issue or is unable to retrieve the data systemwide and is not forthcoming with the information and a simple apology to its users. Both of those answers are disappointing to this loyal consumer. Perhaps the time has come that we all need to remind them that there are many choices available on the market. If they are mot going to be any more responsive than the many different posts over the past year indicate, it is time to vote with our $$ and change vendors. Fit Bit customer support, you do have access to my contact info, so if you are responsibly monitoring this blog, feel free to contact me to keep me as a loyal consumer. Good luck everyone!

[SteveH]

@DWNorth for what it's worth, note that this is a user community and customer support do not monitor it. Moderators help out where they can but if you want a dialogue with customer support then you'll need to contact them.

[wintir]

As the OP, I contacted FitBit on twitter and pointed them to this thread.

Fitbit Support answered me yesterday: "Looks like you're having trouble syncing your One. Restarting refreshes your tracker and won't erase your current step count. In the meantime, give these sync tips a try: help.fitbit.com/articles/en_US…. Let us know how it goes!"

I'm going to try to restart my device later today, when I'm back home from work.

When hinting the possibility of a widespread problem, they answered: "Fortunately, we don't have an ongoing syncing issue with One. Hopefully you're able to sync now after doing the troubleshoots!"

[DWNorth]

Thank you both for your replies. Sadly the response that wintir got is confirmation of head in the sand thinking on this matter. I am generally very positive, so it is very uncharacteristic of me to post something negative. My 18 month experience with Fit Bit and reading posts of so many others having shared experiences and results like wintir's has led me to this point.

[NancyE]

I am having the same problem - all was well with syncing by my iPhone 6 until 27 April, then nothing since that evening at 7:46pm

Fitbit is working fine - shows all my steps, flights of stairs, calories, etc on the actual fitbit.  It's the sync to phone and computer that are not working.

Tried all things I've tried before:

-plug Fitbit One into charger

-plug charger into my computer

-press the 'reset' button with iPhone nearby (this does not cause loss of data, usually forces sync to occor

-added the Fitbit sync connector to my computer, checked that the Fitbit software on  my computer was current (it is), sked Fitbit to Sync

**keep getting message 'is your tracker nearby? make sure you press the button to see the screen on your fitbit' or something like that - Fitbit is sitting on the desk next to the computer

-saw there's an update to the Fitbit app for iPhone, downloaded and installed that, re-pressed the reset button while Fitbit in the charger.  Still won't sync

**Fitbit app on iPhone 6 has all the info about my Fitbit, shows history through 27 April, little spinning wheel as the app looks for my Fitbit One, no sync, no steps shown

Very frustrating, also cuious that just as a lot of people have trouble Fitbit issues a new version of the app - guess it was supposed to fix this new issue but does not

My iPhone iOS is up to date as of a couple of weeks ago, also

Powered off my iPhone, deleted then re-installed the Fitbit app (does not cause loss of prior data), still won't sync.

So, yesterday's data (April 28) is not on my iPhone, nor are any of today's steps

[KSP]

My Fitbit one has not synced since Monday. I uninstalled and reinstalled the app but still isn't working.

[NancyE]

Odd - seems like eevery time Fitbit releases a new product (remember all the ads and emails for the Blaze?) that soon after the new product is released, that's when trouble syncing occurs for other types of non-new models of Fitbit products

Their updated app (which I downloaded last night, even removed the app entirely from my phone and re-installed this morning) was not any help in getting a sync.

I will look for a new version of the app to be released soon.

meantime-

Frustrating - all was fine, my Fitbit works fine/ charges fine, but cannot sync via wireless dongle on my PC or to my iPhone.  I have another app that utilizes the Fitbit info as part of my daily food logging, and now that other app thinks I've done nothing because Fitbit hasn't shown any steps taken since 2 days ago!

Sorry I can't recommend anything else to do - we'ver tried everything.  Looks like we're going to lose these days - that's what happened last year when this happened - a few days of Fitbit One data were never recorded to my log after a new version of the app was released.

[wintir]

I restarted my fitbit one (using the charge, holding the button long enough) and that did the trick; my fitbit has synced again, no data seems to be lost.

[DWNorth]

F
Glad it worked for you. Unfortunately it did not work for me to retrieve my tracker data, the only thing missing, although I have not been making manual entries for food or activity that might otherwise have been affected. My platforms are Windows phone and lap top and Android tablet. Many others reported iPhone issues. Data loss across platforms indicates a systemwide problem since the software update.

[24CHBK]

From Fitbit Cust Service:

If you haven't already done so we suggest restarting your tracker:

1. Plug your tracker into the charging cable, which needs to be connected to your computer. Please make sure that the gold dots on your tracker align with the gold contacts in the inside of the charger. When you hear a click, you will know your One is in the charging cable properly.
2. Hold down the button on your tracker for 15 seconds.
3. Remove your tracker from the charging cable.
4. Press the button on your tracker until the screen lights up.

Your One should work normally. If this isn't the case, let us know and we'll continue to investigate. We hope this gets you back on track.

I tried Syncing after this and it did!  Hope this helps!

[KBH0918]

Mine has been the same way. It will sync, but I'm trying everything. So I cannot goodie it WHY or WHAT makes it work, eventually. My UP3 band, Basis Peak, GoogleFIT & GoogleHUB ALL work well, no issues. ONLY my FitBit ONE has these crazy TIME CONSUMING issues. I'm about to throw it out!!!

[KBH0918]

Yes. But seems like it doesn't last and I have to do this daily.

[NancyE]

You have got to be kidding me!  All this time, all these people in the Community writing and you pay no attention to our posts.

All you have to suggest is to plug Fitbit into charger, hold button down until display goes blank, then remove from charger and press button to see display?!!!

If you'd read any of the posts from the Community, you'd see that first of all we've all done this several times to no avail.

PLUS the issue is not the Firbit One not working (our Fitbit Ones are working fine, recording steps, stairs, etc.)

The problem is that our Fitbit One will no longer sync to either our computers or iPhones.

Please help - we've downloaded the latest Fitbit App update for our iPhones, this was no help.

We want to sync our Fitbit to our iPhones and to the Fitbit site via our home computers - this is our problem, our Fitbit Ones are working fine

[NancyE]

---

@24CHBK wrote:

From Fitbit Cust Service:

If you haven't already done so we suggest restarting your tracker:

1. Plug your tracker into the charging cable, which needs to be connected to your computer. Please make sure that the gold dots on your tracker align with the gold contacts in the inside of the charger. When you hear a click, you will know your One is in the charging cable properly.
2. Hold down the button on your tracker for 15 seconds.
3. Remove your tracker from the charging cable.
4. Press the button on your tracker until the screen lights up.

Your One should work normally. If this isn't the case, let us know and we'll continue to investigate. We hope this gets you back on track.

I tried Syncing after this and it did!  Hope this helps!

---

---

@24CHBK wrote:

From Fitbit Cust Service:

If you haven't already done so we suggest restarting your tracker:

1. Plug your tracker into the charging cable, which needs to be connected to your computer. Please make sure that the gold dots on your tracker align with the gold contacts in the inside of the charger. When you hear a click, you will know your One is in the charging cable properly.
2. Hold down the button on your tracker for 15 seconds.
3. Remove your tracker from the charging cable.
4. Press the button on your tracker until the screen lights up.

Your One should work normally. If this isn't the case, let us know and we'll continue to investigate. We hope this gets you back on track.

I tried Syncing after this and it did!  Hope this helps!

---

You have got to be kidding me!  All this time, all these people in the Community writing and you pay no attention to our posts.

All you have to suggest is to plug Fitbit into charger, hold button down until display goes blank, then remove from charger and press button to see display?!!!

If you'd read any of the posts from the Community, you'd see that first of all we've all done this several times to no avail.

PLUS the issue is not the Firbit One not working (our Fitbit Ones are working fine, recording steps, stairs, etc.)

The problem is that our Fitbit One will no longer sync to either our computers or iPhones.

Please help - we've downloaded the latest Fitbit App update for our iPhones, this was no help.

We want to sync our Fitbit to our iPhones and to the Fitbit site via our home computers - this is our problem, our Fitbit Ones are working fine

[NancyE]

The problem is not that our Fitbits aren't working - the actual Fitbits are recording normally (steps, flights of stairs, etc)

the problem is that they won't sync to either our iPhones or the Fitbit site via the wireless dongle attached to our computers

I've tried the steps provided, also downloaded the update to the app for my iPhone (I have iPhone 6)

I see that even a software engineer has weighed-in that this is likely an issue with the app, not our Fitbits

Fitbit - please help