Charge 2 not syncing

[MJGardner]

My fitbit has been syncing fine until the recent software update on my Samsung Galxay S8,  I have also tried to sync the fitbit on another phone and it still doesn't work.  Bluetooth cannot find it.  I have uninstalled the app and reinstalled I have cleared the data.  I have also cleared the bluetooth data and still it won't pair.

Can anyone help me please?

Moderator edit: updated subject for clarity

[Rich_Laue]

Hello @MJGardner if your going to try to sync through different phone, make sure that your phones Bluetooth is turned off. 

You simply need to log into the app and it should sync, after asking for permission. 

Since this was an update to your phone and Fitbit was installed before the update. I would remove the Fitbit app, reboot the phoone, and install a fresh copy of Fitbit, this way we know the app is installed correctly.

You say you cleared the Bluetooth data. But have you removed the Charge 2 from your phones list of trusted Bluetooth devices? 

Cleared the phones cache or at least the Fitbit app's cache? 

Restarted both the phone and the Charge 2?

How do I restart my Fitbit device?

[MJGardner]

Thank you for your quick reply. I have tried what you suggested and it
shows all my other synced devices but not Fitbit!

[Rich_Laue]

What other Fitbit devices do you have connected to Fitbit. 

[MJGardner]

None. My other bluetooth device is Urban Leaf and that syncs perfectly
well even after the software update on my phone

[Rich_Laue]

I know about the female tracker by leaf. 

Fitbit uses BT Low Energy and trying to connect to your Charge 2 through the phones bt should fail. 

Let's make sure that the Charge 2 is not on tie BT list. 

Are you trying to setup the tracker to your Fitbit account or simply trying to get the tracker to sync? 

[MJGardner]

Trying to get my phone to recognise the device and sync.

It worked well for 7 months until my recent phone software update.

[Rich_Laue]

I'm not sure if I understand. Is the tracker connected to your Fitbit account? 

What are you doing to get the phone to recognize your device? And why. 

We should be looking at why the Fitbit app can not see your device. 

For 7 months it worked I'll assume the tracker is still connected to your Fitbit account. Please remove the tracker from the Bluetooth menu

Now let's clear the phones cache. 

Update the Fitbit app

Restart phone and tracker

Does it now sync? 

[MJGardner]

Still the fitbit app cannot see/find my device.

I have done all you said but no change.

[Rich_Laue]

Please contact Fitbit http://help.fitbit.com/?cu=1

[BirdmanBlue]

I have a Samsung j7 perx and my charge 2 stopped syncing with my phone on Apr 4 of this year.  I did all of the recommendations and still it would not sync.  I lost the device when I uninstalled the app on my phone and reinstalled the app.  I then tried to get the phone to recognize and connect to know avail.  I would do a soft reset, then try to connect, I would get a pairing number and then it would simply not connect.  I then tried it on my Amazon Fire tablet, same result, until out of frustration I tapped the device in the cradle on my computer desk, and immediately it connected. This is not a conventional action, but it worked for me, and it might work for you.  I then cut my bluetooth off of my tablet and tried to connect to my phone, it connected without any further tap on my desktop.  Hope this helps as I know how frustrating it is to have an expensive gadget not work as advertised.

[MJGardner]

Thank you for your help

[MJGardner]

Thank you. Willing to try anything.

[AlvaroFitbit]

@MJGardner @BirdmanBlue I hope you're doing well!

@MJGardner thank you for following all the suggestions @Rich_Laue shared with you. I have created a ticket with Support so they can further assist you via email.

@BirdmanBlue thank you for sharing your suggestions.

Let me know how it goes.

[Sabinevdb10]

Hello, I have the same problem, did you manage to sync again? What did you do?

Thanks

[MJGardner]

Hi

No neither devices will connect. Have returned the Fitbut Charge 2 and
will try a different model.