Charge 2 syncing difficulties

[Boomer2019]

My Charge 2 says no internet connection but Home internet working fine, which means my fit bit will not sync. What is my next step

Moderator edit: Subject for clarity 

[RicardoFitbit]

Hello @Boomer2019 welcome aboard. I'm glad to help you with this syncing concern.

Seems odd that your Charge 2 is not syncing with your account. First, I'd like to clarify if the "No internet connection" message is shown on your Fitbit app dashboard or the device as itself? If you haven't already done so, please try the steps from our help article: Why won't my Fitbit device sync? and let me know how it goes. 

I'll be here if you need further assistance. 

[tomatohead]

I have had my Fitbit over two years and had minimal problems. As of May 11 @ 12:05 pm, my phone will not synch with my Fitbit. My steps track during the day, but I have to write it down at 11:59 pm to have a record of my steps. I have rebooted the Fitbit several times a day. I have done Force Stop several times. I tuned my phone off and on many, many times. I have plugged my Charger and Fitbit into the USB port om my computer, depressed the button until the Fitbit logo comes back on over and over again.  I have done things singularly and in tandem.

Sometimes, when I use the USB port, the logo screen also has 22.22.55.2 Firmware Version, if that means anything. Sometimes I get a red exclamation mark on my phone when I pull down the screen and hit synch now. The gray arrow either quits spinning and/or I get the red exclamation. Several times it has said that my synch has been scheduled, but it hasn't happened since May 11.

Please assist me, if you can.

[RicardoFitbit]

Hello @tomatohead thank you for bringing this to my attention, I'd like to give you a warm welcome to our Community first and a hand with your syncing difficulties. 

Thank you for troubleshooting your device prior posting. I'd like to let you know that our Support team informed me that they already provided you with assistance regarding this situation and successfully resolved your difficulties. That said, please don't hesitate to contact me back or our Customer Support team if you require more assistance.

I'll be here, hope that you have a beautiful week! 

[ajbehrens]

I am having the same difficulties getting my charge two to sync I have followed all of the trouble shooting steps to no avail. I have even gone so far as to remove the device from my account and attempt to re-pair it to the account. I also tried to pair it to my wife’s phone again with no luck. I have had this charge two for approximately 2.5 years and before that I had gone through two flexes. I have really like the notifications and clock functions of the charge 2 and don’t really want to go back to my old flex. 

If there is anyway to keep my charge 2 working I would greatly appreciate it.

Adam

[tomatohead]

I contacted Customer Service and a very nice person talked me through! Very efficient and patient! Hope you will get good results also!

Sent from my Verizon Motorola Smartphone

[Pandalover]

My Charge 2 has not synced since May 3. Like everyone else I have tried everything to get it to work. Please help!    Gina 

[tomatohead]

I finally did a chat with customer service and a nice lady talked me through. She was very efficient and patient. I told her all the things I had done repeatedly for 9 days.

Sent from my Verizon Motorola Smartphone

[Boomer2019]

I would call customer support. They helped me solve my problem.

[tomatohead]

Yes, I did have a chat! And, yes, they did talk me through and solved the problem.

Sent from my Verizon Motorola Smartphone

[RicardoFitbit]

Hello guys! I'm here to continue assisting. I'd like to being giving a warm welcome to our Community Forums to @ajbehrens @Pandalover and @Boomer2019. Nice to see you again @tomatohead, welcome back.

@ajbehrens Your patience and effort troubleshooting this matter prior bringing it to my attention are appreciated. Our Support team informed me that they're already providing assistance regarding your concern. That said, I recommend you to keep an eye to your email for any update from them. In the meantime, let me know if you have any additional questions. 

@Pandalover Thank you for taking in consideration the troubleshooting steps that were previously posted. To better assist you, can you please let me know which steps did you tried? Also, which mobile device are you currently using with your Charge 2 and did you already tried with a different mobile device or computer to sync it? I'll be looking forward to your reply.

@tomatohead @Boomer2019 I really appreciate your comments and thoughts about the service that was provided by our Support team, I'll pass along this information to motivate them to keep doing their best to assist our users! It's nice to know that they were able to resolve your concerns and answer your inquiries.

I'll be around. 

[Pandalover]

I have tried to install and reinstall the app and the charge 2 , the charge 2 shows on my Bluetooth but will not sync. I have tried to install on both my tablet Samsung Galaxy tab s4 and my phone moto e5 Cruse.  Gina

Sent from Yahoo Mail on Android

[tomatohead]

I finally had to call Customer Service. A very nice, patient, and
efficient lady talked me through the process. Everything is fine now!

[marshwren]

Going to do that!!!  Device failed to sync: got it going again and guess what?  No longer syncing!  Is this planned obsolescence?  Am going through the steps AGAIN.  Will call CS tomorrow.  Not happy, the device has been trouble free until now.

[Pandalover]

I still have not solved the problem it shows on my Bluetooth but it will not pair it just keeps spinning

[RicardoFitbit]

Hello again! It's a pleasure for me to continue providing assistance with this situation, my sincere apologies for the delayed reply. I appreciate your reply and update @Pandalover.

Seems odd that after trying the troubleshooting steps previously provided you're still experiencing syncing difficulties, your effort and patience troubleshooting this situation are appreciated. That said, I suggest you to make sure that there's no other Bluetooth device connected to your phone or nearby. Then, follow the below steps, some of them were already tried but the order specified is important:

1. Restart your Ionic.
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 Ionic as a new device.

Keep me posted

[marshwren]

Finally got it going after cycling through the steps. Seems to be fine except the **ahem** wrist strap keeps breaking!

Sent from my iPhone

[RicardoFitbit]

Thanks for your reply and update @marshwren, my apologies for the delay in responding your post.

I'm happy to know that your syncing difficulties were resolved after trying some troubleshooting steps, your effort and patience troubleshooting this situation with me are appreciated. I was informed by our Customer Support team that they already provided you with assistance regarding the inconvenience experienced with the wristband of your Charge 2. That said, I recommend you to contact them again if you have any additional questions about the outcome of your case. 

Don't hesitate to contact me back if you have any additional questions, I'll gladly assist you with them or anything else you need.