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Charge 2 won't pair

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‎09-13-2019 09:59 - last edited on ‎09-08-2020 13:04 by Fitbit Moderator

‎09-13-2019 09:59 - last edited on ‎09-08-2020 13:04 by Fitbit Moderator

My charge 2 was not syncing, so while I was following troubleshooting I unpaired it. It last synced on September 6th.

 

When I tried to pair it again, it sends the 4 digit code to my fitbit, but after I enter it I wait a few seconds and I get a screen saying "Not Working?"

 

I am using a Samsung Galaxy A8, which is compatible.

 

The phone is up to date on updates.

 

The fitbit app has been reinstalled and is up to date.

 

I am unable to see if I got the latest firmware on the fitbit, as I cannot pair it.

 

I have restarted the fitbit.

 

I do not have another device to try pairing with.

 

Permissions for location are on.

 

The app is set to all day sync

 

I do not have any bluetooth devices registered.

 

The fitbit is fully charged. 

 

I am completely out of ideas. It can obviously connect to my phone since the code gets sent to it, but it still won't pair.

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‎09-13-2019 13:43

‎09-13-2019 13:43

I got in contact with Fitbit support a second time and the person I spoke with was.more helpful. Instead of offering me discounts as a solution, they looked into the issue a bit deeper.

 

Fitbit is aware that there are syncing issue with the Charge 2 since the latest firmware update. They are working on an update to fix this. There is no information on how long it will take, but it is being worked on.

 

Which means there is nothing we can do with our Charge 2s to fix the issue until there is an update. I am assuming the update will be to the fitbit app, as people who can't sync can't do a new firmware update.

 

Until then, we get to enjoy our stylish digital bricks. I suggest you keep wearing it, as it is still storing data. It keeps data for 7 days, so when the update comes you will at least have your last 7 days.

 

(This sucks for me because mine is being used for medical purposes...)

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6 REPLIES 6

‎09-13-2019 10:03

‎09-13-2019 10:03

Update: my device firmware is up to date. The firmware update is likely why it stopped working. Ideas?

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‎09-13-2019 12:25

‎09-13-2019 12:25

I have the same problem and the same phone.  Please let know if you getting working. 

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‎09-13-2019 12:35

‎09-13-2019 12:35

Update: talked to support. He told me to follow troubleshooting, as I have already done. He then told me it can't be the firmware and gave me a 25% discount on a new device then ended the chat before I could say anything else. 

 

Considering the way the forums are right now, and the fact everyone's charge 2 stopped syncing with the firmware update, I would say it is indeed a firmware issue.

 

I am not willing to spend $150 to a company that breaks people's devices in order to get them to upgrade. I am going to keep trying a few more times, but I am very much unhappy with customer service. I don't want a discount on a new device, I want a fix for my current one.

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‎09-13-2019 12:51

In response to SamethStarr

‎09-13-2019 12:51

Thank you for the update. I'm not buying a new one either. I'll til I need new phone and get the same brand tracker.



Sent from my Samsung Galaxy smartphone.
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0 Votes

‎09-13-2019 13:43

‎09-13-2019 13:43

I got in contact with Fitbit support a second time and the person I spoke with was.more helpful. Instead of offering me discounts as a solution, they looked into the issue a bit deeper.

 

Fitbit is aware that there are syncing issue with the Charge 2 since the latest firmware update. They are working on an update to fix this. There is no information on how long it will take, but it is being worked on.

 

Which means there is nothing we can do with our Charge 2s to fix the issue until there is an update. I am assuming the update will be to the fitbit app, as people who can't sync can't do a new firmware update.

 

Until then, we get to enjoy our stylish digital bricks. I suggest you keep wearing it, as it is still storing data. It keeps data for 7 days, so when the update comes you will at least have your last 7 days.

 

(This sucks for me because mine is being used for medical purposes...)

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‎07-08-2020 09:10

In response to SamethStarr

‎07-08-2020 09:10

I have just wasted three hours trying to get my Charge 2 to pair and then I found this thread. Pairing info from fitbit app was totally useless. Moving to GARMIN. They are much better.

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