Cant connect to my charge 4

[relderson]

Hello, i have my charge 4 now for 1 week. After trouble with the install it finally worked. And used it for 1 week.  Since yesterday the sync does not work anymore. So i did everything  what they ask me to do here: https://help.fitbit.com/articles/en_US/Help_article/1866.htm

So the last step is: 

1. If your Fitbit device still doesn’t sync, remove all other Fitbit devices from your account and from the list of connected Bluetooth devices on your phone and try to sync.

​
And now i try to add my charge again to my phone.  Its say: Found your phone! But than it can not connect. So now nothing is working anymore... 

[relderson]

Anyone of the support team ??? I see them answer other topics that are newer than mine. But just ignore this one??

[Rich_Laue · Accepted solution]

Hello @relderson the instructions you posted says to remove any other Fitbit device from your Fitbit account, this simply makes it easier to troubleshoot because the app will not be trying to sync multiple devices.

It sounds like you removed the Charge 4, which you where never instructed to do.

We still need to fix the non sync issue so that the app and Charge 4 can comunicate.

Since your asking ffg or help with syncing through your phone. Without knowing the phone model, I normally would post the link that you posted.

[relderson]

You are kidding me right???  Saying this is the best answer?? you give 0 solotions to the problem. Still cant connect to a 1 week old charge 4

But oke i will just bring it back to the store and buy a new one of a different brand. new saw a worse customer service than this company

[Jamief82]

Having a very similar issue, had the charge4 for 3 months & been fairly happy until the last week when it’s struggled to sync & even sometimes doesn’t even display the right time. I’ve tried all the advise & nothing has worked. I’ve even deleted the app and removed the device. I know can’t even get it to connect at all

[gdio53]

@relderson 

I've seen that issue with my Charge 4.

A Reboot of the tracker fixed it:

1. On the tracker, scroll to Settings and tap to go into Settings.
2. Scroll down to About and tap.
3. Scroll down to Reboot Device, then scroll to the check mark and tap.
4. Device will reboot and you should see the smiley face.

Try to sync.

It's happened to me a few times and the reboot always fixed the problem.

Gary

[relderson]

Tnxs for your help!  I also tried this. Does not work for me. Still the same problem. My phone (samsung s8) sees the charge 4. But just wont connect. When the first week it worked fine.

[gdio53]

@relderson 

Does the Charge 4 still show in the Fitbit app?

Gary

[Rich_Laue]

@relderson we do not care if the phones bluetooth sees the tracker.

The Fitbit app has to see and communicate with the tracker.

[relderson]

Yes and is does not. So what is the solution? Saying you dont care does not help with anything. \

Here it goed wrong. But this is the part "we dont care"  about right?

[relderson]

No, i tried everything to sync it. When it still not worked i tried to delete my charge from the app. 

Reinstalled the app, and than try to connect it again. But i can not add it again. Its getting stuck after the: We found your phone! part.  Also tried on a other tablet, also does not work

[Rich_Laue]

Hi @relderson I think you misunderstood me.

A Fitbit tracker may or may not be found by the phones bluetooth, this is normal. A Fitbit tracker con not be connected by the user through the phones bluetooth. You say that you where unable to connect through bluetooth, I'm simply saying that we know,  a user can not connect this way. All setup must be done through the Fitbit app.

As for your screen shot I have no idea what language it is and the best I've found is that verbinding means communication. The checkmark makes me think that it was successful. I assume the setup is what is being referred to.

You should see a prompt to install the firmware.

[ZeroX6]

Yep I'm having this problem too. I reset it to factory settings and removed it from the app and list of bluetooth devices on my phone because my device is not syncing as usual recently. Right now my device is showing download or update the fitbit app to set up. When I try to connect, the first attached screenshot is what is showing for a good minute or so, which is what I assume to be the English version of @relderson 's screenshot. After that the connection fails (see 2nd screenshot) and I've been stuck at here ever since. Please don't ask me to try the 3 things listed there as I have tried many times and it didn't work. It would also be nice of you to unmark this as solved because it clearly is not.

Screenshot 1 

Screenshot 2 

[relderson]

Yes this is exactly the problem i had.  Never seen a worse costumer support than here..

I found a good solotion to the problem. I did bring the watch back to the store and did buy the huawei band 4 pro. 50 euro cheaper. Does the same thing and everything works.

[ZeroX6]

Okay so just to update whoever is following this post and those who will refer to this post in the future, I managed to get it to set up again. I saw someone saying they tried doing the same thing trying to connect over and over again and they got it. So I just kept trying to connect and set up and eventually I was a step closer in a sense where the device provided a 4 digit verification code for me to enter into my phone. So I entered the number but I was sent to the screen in screenshot 2 again. I kept on doing the same thing; entering the codes till I eventually got it to connect. 

TLDR; Just keep trying to connect and hope for it to eventually connect.

[BelleG23]

Hi all,

I had the same issue with my Charge 4 and read through the entirety of this thread to try and find a solution!! None of the provided “solutions” worked BUT I think I finally found what will finally allow the connection: Simply go to the Settings on your Fitbit Charge 4, then go to “About”, then scroll down to “Clear User Data”... this “clearing” seems to be the KEY in order to get the Fitbit to actually connect with Fitbit APP ... once I cleared my user data, my Charge 4 paired very easily with app (just go through the same “set up a device” process once you’ve cleared your user data on you charge 4 and the Tracker should connect with your Fitbit App). PLEASE LET ME KNOW IF THIS HELPS!!! 

Warmly,

Belle

[BelleG23]

@relderson @ZeroX6 @Jamief82 

[Rich_Laue]

@BelleG23 I think you mean to go to your phone settings and clear the fitbit apps cache, or clear data. 

You can not clear data through the Charge 4 settings on the tracker. 

BTW: Usually it is enough to simply clear the apps cache to get the tracker to sync. 

Please do not yell at us, use bold, italic, or on pc, the color. 

[ssnider530]

Thank You So much!!!  Worked perfect.

[gdio53]

@Rich_Laue 

The Charge 4 data can be cleared on the tracker, please see page 47 in the manual.  You can also reboot the device in the settings menu on the device.