Charge 2 not syncing after update

[sjary]

Hi. I updated my Fitbit Charge 2 and now it refuses to sync on my iPhone (using latest iOS 10). It starts a sync, then fails and goes back to looking.

It also won't sync via the Dektop client, even using the wireless dongle.

It's especially annoying as I did 19,000 steps yesterday! Today's steps are showing on the app but yesterday's are 0.

Any ideas? Thanks!

[DeniseFI]

I have had the same problem for four or five days now. Just refuses to sync with my pc since the Charge 2 firmware updated. 😞

[Coach77017]

I as well, 3 days it did not record on my PC dashboard. It doesn't sync. The tracker syncs on my iPhone now but it removed all my activity for 3 days. I had updated my iPhone with the latest version and I had to up my PC.. this really sucks now my steps are all off

[sjary · Accepted solution]

I finally managed to fix this by restarting the Charge 2. I had of course tried this before starting this thread but nothing happened.

Fitbit has instructions on restarting a Charge 2 here.

The new charging tracker holder makes this trickier than with the old HR because of the depth of the button slot. Anyway, just make sure you push the button for five or so seconds (while plugged into a power source) until a symbol and some text shows up on the display.

Restarting Bluetooth on your mobile, checking your Fitbit app is up to date, and restarting your phone are also worth doing, but it's the tracker restart that will fix the sync problem.

Fitbit should really advise users to restart the tracker after each update just to stop this frustration.

[HH2016]

At this point I can't sync it to my iPhone, but I can sync it to my iPad, which means no GPS function possible. I've done the restart several times, force quit the fidbit app, turned bluetooth on and off, deleted and re-loaded the Fidbit app, and restarted my phone. I understand that I can't have it synced to both the iPad and the iPhone, but even with the ipad disconnected from the tracker, it either won't sync with the iPhone or will sync and then lose the connection quickly. I hope an update is coming to fix this. It is more convenient to have the tracker sync to the iPhone, and I can't do the 10 minute cardio test until it is connected to my phone.

[MarreFitbit]

It's nice to see you around the Community @HH2016!  Did you check that your iPhone was included in the list of our supported devices? I'd recommend taking a look at this post of mine to find the requirements and troubleshooting steps to solve this syncing issue.

Also, keep in mind that since your tracker receives call, text, or calendar notifications, your tracker has a Bluetooth "bond" with the mobile device that sends the notifications. This bond prevents the tracker from syncing with another mobile device or a computer.

To quickly and temporarily disable the bond, turn off Bluetooth on your mobile device. You can turn it back on later to resume syncing.

If you no longer use notifications, remove the bond:

1. Go to Settings > Bluetooth on your mobile device to to see a list of associated Bluetooth devices. This list might contain only your Fitbit tracker or also include devices like wireless speakers, headsets, etc.
2. Tap your tracker and choose "Forget This Device" or "Disconnect" (exact language will differ depending on your operating system).

Hope this helps! 

[kiasanat]

I have this syncing problem every time I've charged my watch. But now I'' away for the weekend without the cable so now I cant reset the watch, which is the obly thing that usually helps. This is very annoying, my Charge HR 1 did not do this.

Any way to reset the Charge 2 without the charger....?

[MarreFitbit · Accepted solution]

There's no way to reset your Fitbit without the charging cable @kiasanat. As soon as you get your charging cable, do the following:

• Log out of your Fitbit App
• Force quit the App
• Restart your Charge 2
• Turn off the Bluetooth
• Shut off your phone and turn it on after 1-2 minutes
• Turn on the Bluetooth
• Log back into your Fitbit App

Or you can try everything excluding the restart to see if this helps anyways! Keep me posted! 

[perficktangel]

I've done this 3 or 4 times over the last few days and the problem keeps occuring.

[perficktangel]

@MarreFitbit, yours is the first thing I've found that is working. So far. The only thing in your solution that I had not seen in any of the other ones was logging out of the Fitbit app. I don't know if it was that, or the combination of everything, but it appears to be working. Hopefully it will keep working. 🙂

[MarreFitbit]

That had done the trick for me sometimes @perficktangel!  I'm glad to hear it did for you too sweetie.

Hope to see you participating in the Community more often since I think it would be awesome for you to explore our Community, so you can go ahead and log to any of the topics that might be of your interest in our Discussion boards. Feel free to comment and contribute with your knowledge and experience.

Happy stepping! 

[Rich_Laue]

Logging out and in should clear the cache. If on android, im not sure about iOS, there is the option under phone setting - aplications - to clear cache, or even clear Fitbits data. Both at times have corrected problems.
A note about shutting the phone down, this wiil correct any unresponsive hardware, while a simple restarting of the phone might not but it will fix unreponsive drivers in the OS.

[perficktangel]

Someone else suggested that and I did it last night. So far it seems to be
working.

[perficktangel]

@MarreFitbit Well, so much for that. It worked for about 4 hours and has
stopped syncing again. This last update has really messed things up for me.
I need it to sync because the app is also tied into my Weight Watchers app
and I get credit for activity. I hope this gets fixed soon. I'm very
aggrivated with this.

[HH2016]

I've about had it with having to re-pair over and over again after every firmware update This time, I've done all the above steps-nothing. The app can't find it. It really defeats the purpose to be spending all this time trying to get this thing to re-pair instead of exercising! I am going to ask for my money back.

[Rich_Laue]

Generallyif a fitmware update causes a sync problem  it usually means that the firmware did not start correctly and the tracker needs to be restarted.

Also make sure the latest Fitbit app is running.

Now if it is a pairing problem, go to your phones BT setting and tell to forget, or rmove the Charge 2. Now force a sync and let the app pair the tracker. The actual pairing process is done by the app, not the user.

[perficktangel]

But I've done ALL OF THAT and I keep being told to do the same things over
and over. I have yet to receive a permanent solution. It's getting old.

[HH2016]

Same here.

[DerrickS]

@HH2016 Out of curiosity, do you have any other Bluetooth devices paired to your mobile device (for example a Bluetooth speaker, headset, etc)? If so, there's a chance that this could be the root cause of your tracker not syncing. Click here for more information.

Additionally, I'd also recommend the following steps:

1. Restart your tracker.

2. Reboot your mobile device.

3. Open your mobile device's settings > turn off Bluetooth for 10 seconds > and then turn Bluetooth back on.

4. Open the Fitbit App to initiate a sync.

You may have tried some of these steps before, but the sequence that they are done in is important.

@perficktangel I'd recommend turning "Always Connected" on in the Fitbit Android App. This improves Bluetooth connection between your Charge 2 and phone. I'd also recommend making sure you've turned on All-Day Sync, which allows your tracker to sync in the background.

After the above conditions are met, I'd then recommend:

1. Force quitting and reopening the Fitbit App.

2. If  your Charge 2 didn't sync, force quit the app and turn your mobile device's Bluetooth off and then on.

3. Reopen the Fitbit App to initiate a sync.
4. If your tracker still doesn't sync for some reason, I'd then recommend restarting your tracker.

5. As a last resort, I'd recommend uninstalling and reinstalling the Fitbit App.

Hope this helps!

[perficktangel]

No. No other devices connected to my Bluetooth. Yes, I have all day sync on
as well as always connected.

I can try these steps, but it appears I keep being given the same steps to
do, sometimes in a different order. And after spending $150 on my device,
I'm wondering if I'm going to have to go through this with every firmware
upgrade. This is frustrating and time-consuming, and in my opinion,
unnecessary.