Charge 2 Not Syncing

[SunsetRunner]

Hasn't synced since Jan 21st at 5:43am. I have reset this multiple times. It's not working. My husband is also having problems with his Charge 2 as well. It is not syncing anything it is tracking such as sleep, steps, heartbeat, activity, etc.... Really frustrating. Ugh. 

[SunsetRunner]

How you you contact customer support would love to but cant see any number/email for them-did not even know the exist

[Johannesburgel]

My Charge 2 hasn't synchronized since the FitBit Android app was updated on January 25. My girlfriend's Alta HR stopped synchronizing around the same time.

I'm on my third FitBit since 2015 and this has been a recurring problem. Either it's a server outage, or an app bug. Or FitBit's app developers fail to make the changes necessary to support more recent Android versions, like when it took them ages to find out that location has to be on for Bluetooth LE to work on Android 6. Android 9 is still "experimental" to them - it came out half a year ago and all my devices already have it.

Every couple of months something breaks for a while. It's just something you have to get used to with FitBit, like the fact that for >100 € you still get a device with a crappy rubber band which will break within less than 12 months, at which point you order a proper metal band for <5€.

My next device will not be a FitBit. I would have already switched in 2017 if the third device hadn't been a gift from a person who didn't ask me before she bought a FitBit.

[Johannesburgel]

My tracker also didn't sync with the Windows 10 app, so for fun I installed the app on an older Android phone today and used the same FitBit account. The tracker fully synced all the queued up data right at the first attempt. After that it is now also syncing with my current phone again, just like it did over the past year.

Reinstalling the app, restarting the tracker etc. is all useless voodoo. It looks like syncing can simply get stuck under certain conditions. I suspect different phones/laptops and Android/Windows versions have slightly different Bluetooth parameters and the FitBit apps make some assumptions which aren't true on all devices, or something like that. Hence the need to "jumpstart" syncing using a device which happens to work a bit better than the others.

[SunsetRunner]

Sent from my Windows 10 device

[Zolt]

Mine hasn't been syncing since January 13th. I've restarted it multiple times, I uninstalled and then reinstalled, nothing. I tried everything that the guide sughests to do. I'm going to try calling them tomorrow. Sooo frustrating!

[SunsetRunner]

Thank you for this, im struggling, can take 10 or more attempts, restarting computer etc. Its been a problem on different computers/phone/tablet. Sad thing is its a good device, but has sync problems and the information provided does not work to solve it
Sent from Mail for Windows 10

[tenaj76]

We re having a similar problem. My husband’s charge 2 (new for Christmas) didn’t track sleep properly. We tried all the suggested fixes, but no change. So we returned it, splashed out on a charge 3, which also would not track sleep. So we returned that one, got a refund and bought another charge2.  ( my charge 2 has worked without a problem for 18 months, btw) but his didn’t work, again. Then we tried swapping our fitbits. Which meant changing accounts on our iPhones of course. Result: my husband’s Fitbit worked perfectly when I wore it, all sleep stages tracked. But MY Fitbit did not track  sleep when HE wore it! The obvious conclusion is that there must be something wrong with my husband!! But  when we check his heart rate, that has a perfectly normal pattern while he is asleep. And I can vouch for him not moving around much while he sleeps! Having read a lot of these posts, I am now wondering if the problem lies with either the Bluetooth on his phone, or the age of his phone (iPhone SE, 4 years old) . Does anyone have any comments on this? 

[SunsetRunner]

Hi, thanks for your comments, mine seems to be a Bluetooth problem, but done all the fixes and have Bluetooth with other devices without problem, and as its been on an android tablet/Windows Phone/Windows Laptop (windows 10) and an amazon Fire Tablet (which does it in about 15 attempts some time. Coming to the conclusion the fault lies with fitbit-tried the fixes and makes no difference.

With the heart recording, this happens sometimes and I did follow the reset instructions (with charge 2 pop it in the charging point then hold button for 4 secs to restart it and that worked-but had to do it twice this week-although thats a new problem).

Best wishes

Sent from Mail for Windows 10

[tenaj76]

Thank you for replying Flikka. My husband and I have decided to keep one another’s fitbits, and just wait and see. All our stats have been saved so there’s really not much point in swapping back again. But I haven’t given up hope. I shall watch the discussions to see if the moderators take my post up, or if anyone else has another option or suggestion. For info, my husband had to wear a heart monitor several weeks ago because his cardiologist is puzzled that he had a diagnosis of atrial fibrillation earlier in 2018. He, (the cardio) doesn’t think that is right. As far as he can see my husband’s heart is fine! We shall see. I have to admit we do NOT want the sleep tracking problem to be a heart issue! My husband’s response to this mornings revelation was, “so it IS me after all”. Wish I hadn’t interfered!😟😟

[JoJoOB]

thank you for your suggestion.  

[HeydyF]

Hey guys, thanks for reaching out! 

If you still experiencing syncing issues with your Charge 2, and you haven't, please make sure that the phone you are using is a compatible device. If so, take a look at the tips in this help article to make it sync. If still not syncing, please make sure that you have the latest version of the Fitbit app installed. Also, please review that your Charge 2 is not connected with another device, and if so, please "forget the device" from the Bluetooth settings of the other one. 

If you already contacted our Support team, I want to thank you guys for taking the time to do that. 

Let me know how it goes! 

[1RS]

Charge 2 not syncing to my one plus 5t. Worked perfectly for 6 months then just stopped. 

[HeydyF]

Hey @1RS, welcome to the Community! This phone model that you have, the OnePlus 5T is not on the compatible devices list, so I'm afraid that you'll experience connectivity issues. However, you can try the tips in this help article: Why won't my Fitbit device sync? 

Let me know how it goes! 

[tenaj76]

Hi HeydyFitbit, Thanks for your reply. My husband has an iPhone SE, which is compatible. He has the latest version of Fitbit app. He has no other Bluetooth device connected. The problem persists. The charge 2 he has, which was mine, does not track sleep for him, but worked fine on me His old charge2, which I now wear and have on my account, did not work on him, but works fine on me. Wish I could tell you that something went right. All he gets from the sleep tracker is: asleep 3 hours (with slight variations) awake or restless 4 hours or thereabouts. We both know he is minimally restless and very little awake. It is so disappointing as we are both keen on knowing our sleep details. But thanks anyway. 😊

[HeydyF]

Thanks for your reply @tenaj76! You are more than welcome. 🙂 Well, if you have further questions or comments in regards of the Charge 2 usage, please keep me posted! 

I'll be around! 

[crsh]

Had same issues. Press Bluetooth icon on phone and re-pair the device. Keep the tracker ON. ensure u get 4 digit code and then pair......hope your issue is resolved by now

[tenaj76]

Hi Heydy, You haven’t actually given me any help for my problem! What do I try next? 

[HeydyF]

Hey @crsh, Thanks for your participation in the Community, and for sharing those tips. I'm pretty sure they will help other users with the same issue, to solve it. 

@tenaj76, when your husband used his Charge 2, on the app, did he get some type of error when seeing his sleep data? Maybe his Charge 2 can't read his heart rate very well, and as you may know, heart rate data is basic to calculate sleep stages. So please, let me know. 

I'll be around! 

[tenaj76]

Thank you for responding. I did that, but saw no 4 figure code. Was the Fitbit supposed to be on charge at the time?

Sent from my iPhone

[Kayerichb]

Charge 2 stopped skinking thursday.

Help