Fitbit issues

[ChrisOC]

Hi everyone,

I have been trying for 2 months load fitbit on my new laptop; have not been successful. I get into a loop of try this, check this, have you done this, but it wont download.
My daughter also has been trying to set up her Fitbit yet again unsuccessfully; and sadly she is training for a half marathon.
I am no longer able to sync my fitbit and I wear it faithfully. I consider myself pretty computer savvy but this is just so disheartening to keep going back again and again. I was hoping it was busy volumes on the internet during the holidays, but doesn't appear so as I tried again last night.
On my tracker, the time is off, steps appear and reset themselves at any given time and I followed the instructions to put it into the charger to reset it, but to no avail.

I've gone to the help chats and there seems to be frustration in a lot of posts.

Is it time to say bye bye Fitbit and move onto another device?  
Thank you for any input to resolve or recommendations for a new non Fitbit device to go to. 

[PureEvil]

Hello @ChrisOC,

Can you give us some more details about your configuration?  Namely, which OS are you running?  Which version of the Fitbit Software are you trying to install?  What kind of mobile device (phone/tablet) do you have?

With any luck we can get you syncing again.

[TandemWalker · Accepted solution]

Hi @ChrisOC. For your Fitbit One tracker to sync to your computer, you need to have the Fitbit dongle plugged into a USB port on your computer, a port that is directly off the motherboard as opposed to one off peripheral equipment. I presume that you have followed all the instructions in this help article to set up your One How do I set up my tracker.

Regarding steps resetting to zero at the wrong time of the day, this points to an erronenous time zone setting. Please use the instructions in this help document to correct this: Time Zone setting.

Regarding difficulty syncing, I'd be willing to bet that you'll find a solution in this Syncing Troubleshooter. The most common causes of syncing difficulties from my experience are as follows:

1. A defective USB port, switching to a different port does the trick.
2. A Bluetooth-enabled smartphone already paired to your Fitbit One, in which case the BT signal is competing with the Compugter/dongle Bluetooth connectivity. Turning off Bluetooth on the phone solves this.
3. A firewall setting blocking Fitbit Connect.

So I agree with Frank @PureEvil. We could probably give you more targeted tips if you gave us more info on your particular set up.

Hope this helps. Please let us know how it goes.

             TW             

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(If this tip solved the problem for you, please mark this post solved, as this will be helpful to other users experiencing similar issues.) 

[ChrisOC]

I have tried numerous times to set up and reset up the fitbit and still to no avail. I have Windows 10 and have followed all instructions. I have attempted as the help guidelines show to reset the fitbit one, but it doesn't. it randomly resets itself so I lose data since I have not been able to sync in months. Yes, the dongle is set up on a USB port and I have moved it around numerous times. This is pretty frustrating and I see also that many many many others are just as frustrated with the lack of service. I would appreciate an update on how to proceed as long as what actions FitBit is taking to resolve all the similar issues for One users. Thank you.

[ChrisOC]

I followed again more instructions. reset and finally got the Fit 6.6 but lost all my steps 😞

[TandemWalker]

Hi @ChrisOC. I am glad to hear that you were finally able to update your One to Fitbit 6.60 and that you're now syncing just fine. What I don't understand still is how and why you ended up loosing all your steps. Your Fitbit One has on-board memory that retains your data, minute-by-minute, for a whole seven days; and daily totals for the previous 23 days; such that a successful sync should at least have retained that data. If you lost all your data, it may be that you performed a factory reset on your Fitbit One or else set it up to a different account & password. 

TW