Charge 2 Dead after Device Reboot

[SunsetRunner]

Hi,

I hadn't checked my phone app for days and decided to look at it tonight. For some reason I was logged out of my phone app for the first time ever. I logged back in and notice the information on my dashboard hadn't updated in over 3 days even though I had it set to sync all day every day.

I attempted a manual sync and it just kept spinning but still showed the last sync date from 3 days ago. I tried turning Bluetooth off then back on and also rebooted my phone, but nothing worked. It would finally time out trying to sync and I would see a red circle with an exclamation point in the center. If I clicked it told me a sync was scheduled.

I decided then to do a reboot on the device itself by plugging it into the charger and holding the button until I saw the firmware displayed. Problem is that after doing that it showed I had a completely dead battery with an exclamation point logo on the battery. This device gets charged daily and have never seen it below 80% as it is still only less than 2 months old. I also know I saw the battery level while I was troubleshooting the sync and it was almost full. It is charging as I write this and is already almost half way charged and it's only been around 10 minutes.

All these issues at once makes me think this isn't a simple communication error. I couldn't find a similar issue by searching the forums. I apologize if I missed anything. Can you please advise?

(Samsung Galaxy S8)

[RicardoFitbit · Accepted solution]

Hi @SunsetRunner, thanks for bringing this to my attention. I'd like to first give you a warm welcome to the Community Forums and of course, a hand with your Charge 2 concern.

Seems odd that your Fitbit isn't working as the way we designed it after completing the restart process, this is certainly not a common situation but thank you for trying some troubleshooting steps prior to posting. That said, for a better understanding of what you're currently experiencing, can you please let me know if after charging your device it responded again or remains unresponsive even though the display shown that the battery was half way charged after 10 minutes? If you're still experiencing charging issues, I recommend you to check our help article: Why isn't my Fitbit device's battery charging? and let me know how it goes.

If your device is responsive but you're still unable to complete the syncing process, if you haven't already done so please check: Why won't my Fitbit device sync?.

I'll be around if you need anything else, please keep me posted. 

[SunsetRunner]

@RicardoFitbit 

Thanks for getting back. After letting it charge up to full, everything has been acting normal again. I didn't check it again for about 30 minutes, so not exactly sure how long it took to get to full from 50%. I'm hoping this is just an aberration but will report back with any more abnormalities. 

Cheers

[RicardoFitbit]

Thanks for your reply and update @SunsetRunner, my apologies for the delay in responding. 

I'm happy to know that your Charge 2 is working again as the way it was designed. Please do not hesitate to contact me back if you experience the same situation again or another difficulty, I'll be around if further assistance is required or if additional questions remain unresolved. 

Thanks for being part of the Fitbit family! 

[SunsetRunner]

I'm not sure what the protocol is about accepting a solution when something starting working again on it's own, but I suppose I'll mark this solved as I haven't experienced any problems in a while.

Thanks

[RicardoFitbit]

Hi @SunsetRunner thanks for your reply and update.

I'm happy to know that you're not having problems with your Charge 2. Let me share with you that the Accepted Solutions feature allows you to highlight the reply that best answers a question you've posted, and reward the helpful member who posted the response. When you accept a post as a solution, both the question and the solution get special icons and links that take you directly from the question to the answer. 

Marking a topic as solved will also make it easy for other Community participants to locate valuable content and answers without having to read through an entire topic. Any topic you've marked as solved will appear in search results with a green checkmark, and future visitors searching for an answer to the same question will be able to click through to the solution quickly. You can check this post for more information about it.

See you around!