Charge 2 won't sync

[kowallekdi]

My Charge 2 has been syncing just fine since January.  Worked fine Monday.  Now it says it can't find my tracker to sync.  I have not changed anything on my laptop (I do not have a smartphone, only hooked up thru laptop).  I have rebooted the computer several times.  Unplugged and reinstalled the dongle.  It says it is finding the dongle but when I try to sync, it can't find my tracker.  I have also reset my tracker several times.  Any help?

[grammaof3]

I was not syncing for three days. I uninstalled and reinstalled the app. I reset the Fitbit, nothing worked. Day four I decided to try it again and everything worked fine and has been fine since then.

Sent from my iPhone

[kowallekdi]

@DavideFitbit 

I will not respond to Customer Service any more.  All they do is send me links to the same articles I have tried a thousand times.  Since I started having problems in March, I have reset my tracker numerous times, left it in the charger for hours, removed it from the dashboard (which was a huge mistake) and uninstalled the program from my computer and reinstalled it.  The last step got rid of all the months of data I had accumulated.  Since I could not get the laptop to recognize my tracker, I could not get it to hook back up with my dashboard.  I had to borrow a friend's phone, load the app on her phone, sync to that and then remove the app from her phone.  That allowed me to sync with my laptop once or twice before it quit again.  It also caused me to get my friend's messages on my tracker whenever she was nearby, even though she no longer had the app on her phone!

I have not been able to sync since April 8.  I try several times a day but either the program will not come up or it says it can't find my tracker.  After doing NOTHING since April 8, it just now sync'd.  That tells me it has never been my problem and I have wasted hours with your useless Customer Support for something that has been your problem all along.  My brother's Charge 3 also sync'd for the first time today in several weeks.  So definitely your problem, not ours.  I am sure that before the week is out, it will not work again.

You all need to get your act together and fix the software instead of making us all jump thru hoops trying the same things over and over with no success. 

[Jrs1mom]

It has been over a month now.. All day sync searches but tells me it isn’t pairing. 

I have even tried at work with our IT experts but it still doesn’t pair.

thanks for trying though.

I'm glad yours is working now.

Have a wonderful evening.

Moderator edit: Format 

[RicardoFitbit]

Hello everyone! Welcome aboard @Jrs1mom @Gavo and @grammaof3 it's nice to see you posting again. Thanks for your replies and updates @westfalia @sr-fit @Jim_Morrison and @kowallekdi I'm glad to assist.

@westfalia Thank you for troubleshooting this situation with me. Since the steps mentioned on your post didn't work, I recommend you to follow the complete troubleshooting steps from our help article: Why won't my Fitbit device sync? because you only tried some of the steps that are specified there. Please keep me posted. 

@sr-fit I'm glad to see that your concern was resolved. Take in consideration that Fitbit devices record detailed minute-by-minute data for seven days and can store daily totals for up to 30 days so the information that was tracked during the days you were unable to sync should be synced with your account.

@Jim_Morrison Thanks for sharing your experience and for your comments that may help other users to resolve this situation. Let me know if you have any additional questions. Same for you @Gavo and @grammaof3 , I'm happy to know that your difficulties were resolved. I'll be here if you need anything else guys.

@Jrs1mom First, let me appreciate your time and patience troubleshooting this behavior. I’ve reached the limits of what I can do for you here on the public Community Forums so I've contacted our Support team on your behalf to look into this issue further. Please keep an eye to your email inbox for their contact. 

@kowallekdi Thank you for your feedback in regards your experience with our Support team, I'm sorry to see you feel that way. Let me share with you that this is not a common situation with our devices, furthermore, we're always working to improve our products and services with updates that might affect certain procedures such as syncing. We appreciate your patience, your feedback is appreciated. If you have any additional questions about our Support team contacts, I recommend you to contact them back to receive further assistance. 

Don't hesitate to ask any additional questions you may have, I'll be around. 

[Flgal23]

My Charge 2 finally has synced! I don't know what allowed it to sync
because nothing I did worked. I hope this continues or my next fitness
tracker will not be a Fitbit.

Moderator edit: Format 

[westfalia]

hi tried today to sync to my home computer and eventually it worked!
weirdly its working with my phone now
One thing I didn`t know until going on here and facebook is it works on my pc,none of the other advice did anything!
thanks anyway everyone!

[TurboMonster]

My charge 2 hasn't synced in the last 7 days. I uninstalled/reinstalled the app still nothing. I've done all the troubleshooting that's been suggested. My Fitbit account is linked to another account where I earn points for a discount on my healthcare. Without properly syncing I'm not earning my points. This is literally costing me money. 

[RicardoFitbit]

Hi! I'm glad to see you participating in our Community @TurboMonster, welcome back. Also, I appreciate your replies and updates @Flgal23 and @westfalia I'm happy to continue providing assistance. 

@Flgal23 @westfalia I'm glad to know that your Charge 2 devices synced after trying our troubleshooting steps, thank you for taking in consideration the information that was previously provided. If you have any additional questions, don't hesitate to contact me back. 

@TurboMonster I appreciate your time and effort troubleshooting this situation prior letting me know. Since the steps that were previously provided were took in consideration, can you please let me know if you're having syncing difficulties with another compatible mobile device or a computer as described in the steps from my previous post? 

I'll be here if you need anything else. 

[Jim_Morrison]

Interesting. My Charge 2 is now sync'ing with my iPhone 6 including all day syncing, but remains undetectable to my Ipad mini. The mini's bluetooth can find my iPhone and another bluetooth device but doesn't even "see" the Charge 2 in the Other Devices environment. 

[TurboMonster]

I can sign into my account on my wife's phone and it does sync. It just suddenly stopped syncing with my phone last Tuesday. My Fitbit is also the only Bluetooth device I have connected to my phone. I can find other Bluetooth devices with it though. 

[Airlea1]

For some reason, mine finally decided to sync and work today. 

It's been one hour...let's see how long this lasts. 

[Jim_Morrison]

Good news! Our Charge 2 and Charge 3 have been sync'ing non-stop with our iPhone 6 and 4, since they restarted last week. My wife's Charge 3 is sync'ing to her iPad mini again. Only my Charge 2 and mini are not communicating properly through bluetooth.

[RicardoFitbit]

Hey guys! @Jim_Morrison @TurboMonster @Airlea1  thanks for your replies and the updates that were posted, I'm glad to check this for you.

@TurboMonster Seems odd that your device is only syncing with your wife's mobile device and not with yours. That said, I recommend you to check if your mobile device operating system is updated and same for the Fitbit app. Also, please let me know which mobile device you're currently using as some devices that are not compatible with our products and services may experience difficulties. 

@Jim_Morrison @Airlea1 I'm happy to know that your syncing difficulties were resolved. If you need further assistance don't hesitate to contact me back and I'll gladly provide you with more information. 

Let me know if you have additional questions. 

[TurboMonster]

My phone and app are up to date. Android 8.1 is all that is currently available for it. My tracker stopped syncing on April 23rd which was when the app updated on my phone. The phone is a Motorola Z3 play. Everything worked fine until the last Fitbit app update. 

[BOTUCKER]

Having the same problem. ..I let it start searching and then turn phone off and then it finds the tracker....weird!!!

Could there be an update? 

[Barronm]

Well, I think phones have updates, laptops have updates, and apps have
updates, and trackers have updates. In light of that, many of us are not
getting our devices to fully functional. And we're mad at Fitbit.

[Jim_Morrison]

Difficulties are not quite resolved and I will post hoping the additional info and descriptions will help Fitbit techs figure something out. The Charge2 iPad mini relationship is just weird. They are not paired. In fact, my iPad bluetooth can't even find the Charge2 anymore. When I go to the Fitbit app on the iPad and try for bluetooth pairing, the app drops into All-Day sync with non-stop unsuccessful looking. So it doesn't appear to be any communication between the iPad and the Charge2 at all. But, every so often the iPad app will show that it has received some data, always a bit behind what the Charge2 is showing by several minutes and it never happens when the app is open. How can this occur when there doesn't appear to be any bluetooth connection at all at any time? Right now the iPad app is showing 4197 steps while my Charge2 is showing 4213 steps. Bizarre.

[RicardoFitbit]

Hello again guys! Welcome back @BOTUCKER and @Barronm it's nice to see you posting again in our forums. @TurboMonster and @Jim_Morrison, your replies and updates are appreciated, I'm glad to continue assisting.

@TurboMonster Let me share with your that your current mobile device is not on our list of supported devices. I've heard before that certain users were able to sync their Fitbit devices with incompatible mobile devices, however, due to this compatibility situation and because Fitbit haven't completely tested your Motorola Z3 with our products and services, we cannot guarantee that the communication between both devices will not be affected with our updates. That being said, I recommend you try syncing your Charge 2 with a compatible device or a computer and let me know if your difficulties persist.

@BOTUCKER This is certainly not an expected behavior. Can you please let me know if the steps from our help article: Why won't my Fitbit device sync? were already attempted? Also, are you having difficulties with other compatible devices as well? I'll be looking to your reply. 

@Barronm You're completely right, we often release updates that optimize our products and services, however, this is not a common behavior with our Charge 2. Are you having the same difficulties with other mobile devices that are compatible? If so, can you please give me more details about them? 

@Jim_Morrison Thanks for bringing this to my attention. Please note that if you're syncing your stats with a different device than your iPad, your account information will be updated, therefore, if you open the app with your iPad mini your account will show the steps that were synchronized with the other device. That being said, seems that you're having these syncing difficulties only with the iPad mini. I recommend you to try the steps from  Why won't my Fitbit device sync? for iPhone and iPad and try again. Make sure that your iPhone 6 and 4 are not near by the iPad mini because the device might sync with one of them.

I'll be here, let me know if I can do anything else for you.

[Jim_Morrison]

This evening the iPad mini and Charge2 sync'd spontaneously at 9:52 PST. I saw the sync procedure start and complete when I opened the Fitbit app on the iPad. Then I checked within the app and saw that the All Day Sync was finally turned on. Then I checked the iPad bluetooth settings and saw that the iPad now recognizes the existence of the Charge2 and it noted that the devices are connected. This occurred without any intervention on my part. This issue commenced Apr. 16 and looks to now be resolved 17 days later. I will not post further unless something changes.

[RicardoFitbit]

Thanks for your reply and update @Jim_Morrison.

Seems completely odd that your iPad mini and your Charge 2 devices connected without any intervention, this could happen due to the previous attempts to connect them, however, I'm happy to know that you're not experiencing difficulties anymore syncing your device. If you have any additional questions, don't hesitate to contact me back so I can assist you with all of them.

It was a pleasure to assist you! I'll be around.