Charge 2 won't sync

[haunchy]

trying to set up new charge two pairing is taking ages - entered the code, also can't see if charged or not

Moderator edit: updated subject for clarity

[AlvaroFitbit · Accepted solution]

@haunchy It's great to see that you've visited the Fitbit Community! Make sure you are using a compatible mobile device then plug the tracker for a couple of hours to make sure it is fully charged (at this time you won't see the battery status but should feel the vibration confirming that it is charging). Restart your phone and then restart your tracker by doing the following:

Plug the charging cable to your computer or UL certified wall adapter.
Align the contacts of the tracker with the charging cable and plug it in making sure it snaps securely.
Your tracker should start charging.
Press the button for 10 to 12 seconds.
You should see your tracker's firmware version and you can now unplug your tracker.

After this go to the bluetooth settings on your phone and remove all devices listed there then go to the Fitbit app and retry the setup and make sure to update the firmware when prompted on the app.

[Jlc2018]

My charge 2 stopped syncing in August.  I stopted wearing it as no point.  Decided to try and sort it and have done everything advised.  It's still not syncing.  It was an expensive treat for myself and wished I'd not bothered.  If someone can tell me what to do next I'd be grateful or I will be requesting a refund for a pretty crazy but expensive item! 

[MarreFitbit]

Welcome to the Fitbit Community @Jlc2018! Sorry to hear about the inconveniences you've been having with your Charge 2. Thanks for already troubleshooting this syncing issue. Nice way to go! 

While reading your post, my first thought is that your Charge 2 might be no longer paired to your Fitbit account and that's why it's not syncing or connecting to your phone's Bluetooth. In order to solve this, please go to the Bluetooth settings on your phone and remove the tracker. In the list of Bluetooth devices you'll see the Charge 2 and next to it, this symbol "!". Hit the symbol and it will take you to the next step, once you're there select the option that says "Forget this device".

Once you've made sure about that, go back to the Fitbit app, go to the "Account" option in the upper right corner and select "Set up a Device". This should start the setup process for your device. 

If you can't get started with your Fitbit device, usually a missing requirement is the cause. Carefully review the requirements below:

• Note that you can't set up your Fitbit device from your phone or tablet's Bluetooth screen; you must open the Fitbit app and follow the on-screen instructions.
• Your Fitbit app is up-to-date.
• The software on your phone or tablet is up to date. To see if an update is waiting to be installed:
  
  • Android—Tap Settings > About Phone or About Device > Android Version.
• The Bluetooth setting on your phone or tablet is on. To find it:
  
  • Android—Tap Settings > Connections > Bluetooth.
• (Android only) Double-check the following information about your phone or tablet:
  • Your device is supported by the Fitbit app. For the latest list, go to http://www.fitbit.com/devices.
  • Your device doesn't have a set up or sync issue listed on What should I know about using the Fitbit app on my Android device?
  • Power Saving Mode is turned off on your device. This mode frequently causes the device to disable Bluetooth. 
  • (Version 6.0+ only) You have location services turned on and the Fitbit app has permission to access your location. For more information, see Why is the Fitbit app prompting me to turn on location services?

If you're still unable to set up, try these troubleshooting steps:

1. Turn off Bluetooth on your phone; wait 10 seconds, and then turn it back on.
2. Try setting up your device again.
3. Restart your Charge 2 again.
4. Try setting up your device again.
5. If you can't set up after a restart, reboot your phone or tablet (turn it off and then back on).
6. Try setting up your device again.
7. If you can't set up after the reboot, try uninstalling and reinstalling the Fitbit app.

Give this a go and let me know the outcome! 

[Jlc2018]

Thanks for responding. Firstly I don't get a '!' I just get the option to unpair device.  I tried this and it went.  I then went to fit bit app to set up device and all its telling me is there is already one set up do I want to add another.  No i don't! I am getting frustrated as the instructions you're giving me don't match the ones I am seeing and therefore I am then guessing what I should be pressing! 

Tried turning everything on and off as suggested.

All updates are up to date.

Turned location on and power save off (never needed to do either of these before its always synced regardless of these being on or off!).

When I turn Bluetooth on its no longer even finding charge 2 even though it's next to it.  Getting really fed up now it's a really poor device as far as I'm concerned.  

I've now turned blue tooth off and back on again. 

It's identifying charge 2 as a device but when I try pairing it, it says it cannot connect to it. Time and time again.

[MarreFitbit]

Thanks for trying the steps I've provided @Jlc2018! If you're on Android or or iOS, once you go to the phone's Bluetooth settings, you'll see a "!" next to the name of your tracker (or the devices you've paired to your phone). Since you're on Android, you'll see "unpair" and "Forget This Device" for iOS.

Now, please go to the Fitbit app and remove the Charge 2 from your account. In order to do so, please go to the Account section and tap "Charge 2". Scroll to the bottom and tap "Remove This Charge 2". Once you've done this, do the following:

• Make sure that your Fitbit app is up-to-date. Version should be on 2.78
• Log out from your Fitbit app
• Force quit the app
• Restart your tracker 
• 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
• Set up your Charge 2

Hope this helps! 

[Jlc2018]

I have again followed your instructions but again some of what you suggested wasn't quite the options I was given but nevertheless I removed everything on both Bluetooth and reregistered my charge 2, paired it to my Bluetooth and it updated the time and date on it so it looked like it had all worked. However it is still not synching.  So I am no further forward and very fed up with all of this now.  

[Jlc2018]

Ignore previous message after half an hour waiting for it has just synced!  It's too long to wait but it's synced 

[MarreFitbit]

I'm glad to hear that your Charge 2 synced again @Jlc2018! In case you have some spare time, I would like to invite you to visit our Discussions board where you will find great tips and encouragement from other members and if there's anything else I can do for you, please keep me posted!

[Jlc2018]

Sorry to say I'm still experiencing problems.   After the new set up and associated sync, it now only syncs after about half an hour trying and is not updating sleep patterns.   I have tried syncing just now and it's not picking up the device on Bluetooth but is trying to sync.  Yesterday it synced after 30 minutes but the sleep pattern even though Bluetooth didn't pick it up.  Today it's not picking it up not syncing and I'm really fed up now it's going to be binned if someone can't fix it for me.

[Jlc2018]

My fit bit has not synced again since 25th September just after I did everything you suggested last time.  It is a complete waste me wearing it.   I have tried syncing it at four or five different locations  (friends houses, family houses, work) it just won't sync.  I would like a replacement or refund.

[froz11]

Hello,

I was using Charge2 on my onePlus 6 phone until I upgraded the OS to version 9.0. Since then it has stopped syncing. I tried all the different solutions posted on this page. Out of curiosity, I synced my Charge2 device with my old iPhone5 and it worked there (synced and connected) once but the sync is extremely slow. 

At this point, wearing Charge2 seems extremely useless. I also read that in some posts that Charge2 is not compatible with the new OS version9. If that is the case, then I would need a clear refund and won't use this device until the issue is fixed. 

[Rorycalhoun]

Absolutely insane and unacceptable  how difficult it is to set up Fitbit. This is the second time working on my Charge 2. I walked away in December  2017 after multiple attempts. Several years before, I had another Fitbit and experienced the same thing. Gave up then as well.

In today's world and with advancements in technology, connecting sound be a no brainer.

[Jlc2018]

My issue has been resolved (No thanks to fitbit who refused to reply to any
emails) when I upgraded my phone. I had boxed it up to Chuck away or give
to someone techie minded for a project! Try upgrading your phone it may
just work.