Charge 2 won't sync

[Stilldreamin]

For the last week my charge 2has refused to sync. The app is set to always connected and all day sync. I have reset the tracker several times in the charger. I have turned my phone on and off, turned the Bluetooth on and off, logged out and back into the app, force stopped the app and reopened. Nothing has worked. I get no error message so I'm assuming it can "see" the tracker. 

What else can I do?

[GrumpyOldGuy]

I don't know, but my impression is your account retained all your history.
I wasn't suggesting to delete the account, but have the phone restart with
the Fitbit device.

[Cartref]

You don’t delete your account, you remove the Fitbit from your account, then you re-add the same device as if it was a new device.

This then seems to correct the synchronisation issue, or it works at least for me.

I had previously tried all the steps that Fitbit recommended without any success, so I experimented out of sheer frustration as I had nothing to loose and it worked.

David
+61 414 812 551
Sent from my iPad

[Rich_Laue]

@Frisket is it your phone that claimes to not find the Tracker, or is it your Fitbit App? There is a big difference. 

@Cartref your very lucky, if you do a search you will find hundreds of users that removed their tracker and find it is now impossible to setup. The reason is that simply telling Fitbit I do not want to use the tracker dies not change anything on the phone. 

Once the tracker is removed from the Fitbit account, because it is BY Low Energy, it should also be removed as a trusted device from the phones Bluetooth. 

As for getting the tracker to sync on android. 

I would restart phone and tracker. 

Better yet shut the phone off, and restart. 

Depending on the tracker model I would also shut this down 

Clear the Fitbit apps cache. 

Remove the tracker from the phones Bluetooth menu of trusted devices. The app does not need the tracker to be trusted to sync. 

Please remember that when setting up the tracker, that the setup was done through the Fitbit app. Then the Fitbit app paired the tracker to the phone. The user can not do the pairing of a Fitbit tracker. 

[Cartref]

@Rich_Laue ,

Respectfully Rich, we have had this dance before and your didn't listen then and you are not listening now.

The nuances of what the Fitbit app does when the charge  is deleted from the account, is something only Fitbit knows and I doubt that you do either given our previous "discussions" on this issue.

All I have posted is what I did to rectify the not syncing of my Charge to the Fitbit App, if you do not like my results, which I have repeated three times and other have also replicated, then feel free to complain to Fitbit.

Otherwise, please fee free not to post on this topic, your comments are usually unhelpful

PS: The Fitbit team have seen my post and commented on the solution, they have no issues with it.

I had a look at some of the posts you seem to be referring to and many were about people deleting their actual account not the device or not following through on adding (as per Fitbit’s install instructions) the device as if somehow it would mystically be r-added

[PissedUser]

Hey there I tried something. It seems to work so far. I was going crazy
trying to sync but it wouldn't. Do I noticed that instead to sync via the
Bluetooth settings, I just turned on the Bluetooth and the GPS and then
directly opened the fitbit app and would refresh the page from there and
then it would sync after a few seconds. Don't know if it will work for you.
But I totally understand that it's driving you totally insane!

[Frisket]

I thought about deleting the device from the phone, but I don't know what the device is called. There isn't anything in my list of previously-connected devices that looks anything like "FitBit" or "Charge". Never was — I think it's hidden in some way. Or has some weird name I can't see. I have no idea why companies do this.

The phone is a One Plus model 6t, perfectly common, thousands of people have them.

https://www.oneplus.com/ie/6t

But overnight the device and my phone finally agreed to talk. I woke up to a rebooted FitBit showing the right time (when I went to bed it was newly rebooted and showed 01:01 00.00.01), and what's more, it had connected and sync'd. So it does work, as I knew it would — eventually. But to answer your first question, there is still no devices resembling a FitBit or a Charge in my list of connected devices, even though it's configured for all-day sync. Everything else I connect to (cars, earbuds, phones) all show up, but not the Charge.

[Frisket]

Yes, it was an analysis of the options here that seemed to fix it:

1. reboot the device
2. delete the device from the app
3. add it back (they call it "replacing" the device, which is misleading)
4. when the device shows a 4-digit code, type this into the app when prompted
5. wait overnight

Not aimed at you, @DennyB123, just in the (probably vain) hope that anyone from FitBit actually reads this forum. From the repeated and unaddressed usability problems I see, I doubt if anyone from FitBit is in any way interested in fixing or improving what are actually quite glaring usability errors.

[Frisket]

It was the FitBit app that claimed not to be able to find any device. 

If I do a phone scan for new BT devices, nothing identifable shows up. One MAC address, but it doesn't say what it is, so I'm sure not going to click on it.

[jeane99]

glad to see i am not the only person struggling with this. 

i tried all of this and while it worked for a short while, i have gone back back to an intermittent "tracker not found" message.  seems to work every few hours and then stops every few hours. 

[Rich_Laue]

If your tracker and the app are not I g to each other, the worst thing you can do is remove the tracker from your account. Doing this it tells Fitbit that I do it want to use this tracker anymore. It will not fix the communication problem and now the app doesn't know what device to communicate with. 

@Frisket you say you do not know which of the steps worked. I can assure you removing the tracker was not the step that fixed the issue. This forum has hundreds of posts saying my tracker wasn't syncing so I removed it from my account and now it wont setup 

Removing the tracker from the phones Bluetooth and restarting booth the tracker and phone are the first steps to try. If it is a true hardware issue then really only a complete shutdown will work, a restart will not work. Another point is that specific operating systems have specific steps that should be tried and some of these steps may not even be able to be done on other operating systems. 

[jeane99]

Rich, 

I did the whole remove from bluetooth, shut down app, restart phone, i even did the remove from app (and like you said struggled to get it connected again).  The only way i could reconnect was to restart my fitbit while it was charging.  do you think this suggests it is a hardware issue?  mine is still under warranty so hopefully have an opportunity for it to be replaced if so.  

thanks

[Rich_Laue]

Well @jeane99 without having any idea of which type of device you sync through. I can not comment. I have pointed to the help docs and given general recommendations, but as I and others have mentioned without knowing what type of device the user syncs through we are limited in how we can help. 

It may simply be a verified issue with the phone model and OS version. 

[jeane99]

thanks @Rich_Laue .  managed to get it resolved with the help of live chat.  

---

@Rich_Laue wrote:

Well @jeane99 without having any idea of which type of device you sync through. I can not comment. I have pointed to the help docs and given general recommendations, but as I and others have mentioned without knowing what type of device the user syncs through we are limited in how we can help. 

It may simply be a verified issue with the phone model and OS version. 

---

[Frisket]

In my case (and still) there isn't anything to remove from BlueTooth because nothing shows up, ever, despite the fact that it's working and syncing. From the phone's BT devices screen, you'd never know there was a FitBit Charge connected. This is why I said that FitBit needs to rewrite its BT code (that and this thread, which proves that there is an issue here).

But yes, I did restart the FitBit with it plugged in, because yes, they did say somewhere that you should plug it into the charger first, but I suspect that's just to protect their backsides against people who try to reboot when it's too low on charge. So I don't think that's a hardware issue at all, just the way you have to do it. It's much more likely a software design issue, and I don't think they have done any proper usability testing, so they have no idea that people are having these problems.

[Cartref]

@Frisket ,

It’s Fitbits procedure for adding a “new” or re-adding the same device. Now why they do that I cant’t say, but I suspect its just top ensure that the device is charged/charging from a reliable power source when going through the add process.

To me that seems reasonable when you consider how long that process can take.  Fitbit says to allow 30 minutes and you would be really annoyed if you had go through 25 minutes only to have the process fail because the batter ran flat 5 minutes before the completion.

Don’t forget there are people out there who don’t bother top read instructions and then blame the supplier when something goes wrong.

[Rich_Laue]

As for RT restart procedure, yea the Charge 2 needs to be plugged in or the user would only switch the notifications setting. 

[PaddyW]

Hi Alvaro, I have also recently lost connection from my Charge 2 to my iPhone 6. I have updated the phone ios to the latest version however, even though I have gone through the suggestions on this thread, I can not get my iPhone nor my laptop to even see the charge 2 via Bluetooth, never mind connect to it!

Any ideas please?

[Cartref]

@PaddyW ,

Paddy, its important to realise that setting up the Charge 2 is NOT done via the Bluetooth connection.  Its done via the Fitbit device setup procedures.
I (think) even recall a post by @Rich_Laue where the Fitbit device after being correctly setup and connected, still did not show in the list of Bluetooth devices.

The charge 2 will sync to the Fitbit app on the mobile via Bluetooth, but that connection MUST be setup via the Fitbit app and setting up the Fitbit device via the Fitbit procedure.

[ChrissGG]

I bought a new phone, a galaxy note 10plus abs cannot get my charge 2 to sync to it

[JohnnCon]

I don't have a clue since I don't own a Charge 2.

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John Concannon

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