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Charge 2 not syncing

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‎08-08-2020 03:41 - last edited on ‎09-08-2020 09:14 by Fitbit Moderator

‎08-08-2020 03:41 - last edited on ‎09-08-2020 09:14 by Fitbit Moderator

Hi,

 

For the past few days my charge 2 has not been able to sync with any device, I have tried the following

 

Android

- Restart Bluetooth

- Force restarts of app

- Uninstall reinstall app

- remove and regrant permissions

- remove the device from BT (unable to re-add not being seen)

 

App

- Grant all permissions

- check version

- remove the device (unable to re-add)

Note all services required are turned on and no battery or app optimisations are on for Fitbit

 

PC

- update app

- connected via cable

- connected via BT

- removed from BT

- unable to add back to BT

 

Device

- restarted 

- restarted 3x in a row

- fully charged

 

I've followed all the instructions on this site and the main site for problems syncing - I've gone through this whole help guide - https://help.fitbit.com/articles/en_US/Help_article/1866.htm#:~:text=Troubleshooting%20steps&text=On... still not working.

 

Short of resetting the whole device and losing all my data is there in thing else

Thanks in advance, Mike

 

Moderator Edit: Clarified subject

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‎08-10-2020 15:04

‎08-10-2020 15:04

Hi @Charge2Mike, welcome to the Community Forums!

 

Thanks for bringing this to our attention and for trying several troubleshooting steps before posting over here, I understand how frustrating this matter can be for you. To better assist you and further investigate why your Charge 2 is not syncing with your account, can you please let me know which Android mobile device are you using? Are your using a Mac or a PC running Windows? When was the first time you experienced this issue? In the meantime I receive your answers, please try the following steps in the specified order and let me know if the issue persists:

 

  1. Restart your Fitbit.
  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. Go on the app and try setting up the Fitbit as a new device.

 

Looking forward to your reply. 

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