Charge 2 not charging and time is wrong

[Marluk]

Good evening - my Charge 2 now just has the battery icon as empty, but as though it is buffering (if that makes sense)? The time is also out by 2 hours even though I have checked the timezone via the dashboard, and reset the device. Very frustrating as I have better things to do then play around with this thing! I have successfully changed timezones etc in the past, but no luck this time! 

[RicardoFitbit]

Hi @Marluk, welcome to the Community Forums!

Thanks for troubleshooting this situation prior to posting. To better assist you with this, can you please let me know if the heart rate sensors of your Charge 2 are flashing or is your device completely unresponsive? If you haven't already done so, I recommend you to check our help article: Why isn't my battery charging on my Fitbit device? and let me know how it goes. Such article includes a restart process which can be really helpful for this situation.

I'd like to share with you that your Fitbit uses your mobile device timezone settings to display the time on the device itself with the syncing procedure, therefore, if such settings are correctly configured your Charge 2 should display the same. However, you can check: How do I change the time on my Fitbit device? for more information and details.

Let me know if you have any additional questions, I'll be here.

[Marluk]

Thanks Richard - solved the charging problem, but time and date are still wrong on my device. On the dashboard it is correct, and I have re-entered it and submitted - but no joy!

[RicardoFitbit]

Thanks for your reply @Marluk.

I'm happy to know that your charging concern was resolved. Regarding the incorrect time, can you please check your mobile device timezone settings? If such information is currently on Automatic, please change it to Manual, then sync your Fitbit and let me know how it goes 

Don't hesitate to contact me back if you need further assistance. 

[Marluk]

Hi Ricardo

The sync worked but within 24 hours the time was completely wrong - it is like it is losing time! Its really irritating as surely this shouldn't be happening? 

[RicardoFitbit]

Your update is appreciated @Marluk, my apologies for the delay in responding your post.

Certainly this situation shouldn't be happening and affecting your Charge 2, I really appreciate your patience troubleshooting this with me. Please follow the next steps and let me know if this resolves your concern, otherwise, we will move forward with this:

1. Restart your Charge 2.
2. Please on the phone, go to Settings > Bluetooth, and remove all the connections that exist with the device. (Forget device, ignore or unpair depending on the version of the operating system of the phone).
3. Turn off the Bluetooth and restart the phone. (Switch off and on again).
4. When the mobile device is back on, turn the Bluetooth on again but do not attempt to connect to the Fitbit from here.
5. Check the time-zone settings.
6. Go on the app and try setting up the Charge 2 as a new device. You can refer to How do I set up my Fitbit device?.

Keep me posted.