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?

[JuanFitbit]

@kowallekdi @va3prs @MichaelFromCali @PeggyPo @Scrapperdeb2 @Gingersnapper @whatever6 @evarburg @CathieWalkz @kaze23 @Glistener @MerryKate2 @mtnlvr53 @carlhurl243 @Salena79 @AllanLindh @Clemobluegrass @Katie40 @walksinlight @Leelu1113 @Sculver  a warm welcome to the Fitbit Community! I apologize for the delayed response. 

@Sculver @kowallekdi  @CathieWalkz thank you for your tips and information. These will be very helpful for other Community members. 

@AllanLindh thanks for your update, and feedback. If you change your mind, you are always welcome back to the Fitbit family.

@whatever6 thanks for sharing your experience with Customer Support. 

@mtnlvr53 @Katie40 @va3prs @MichaelFromCali @PeggyPo @Gingersnapper @Glistener @kaze23 @evarburg  

Have you tried the steps on this article?

@Clemobluegrass thanks for your update. Were you able to sync with the iPhone?  If not please do as follows:

• Please on the phone, if it was connected to Wi-Fi, turn off the Wi-Fi, of the phone, and use the mobile data.
• Then go to Settings> Bluetooth, from the iPhone and the iPad, and remove all the connections that apear with the tracker. (Forget device, ignore or decouple depending on the version of the operating system of the phone)
• Turn off the Bluetooth and restart both devices. (switch off and on again).
• When the iPhone is on again, turn on the Bluetooth again, just the iPhone, but do NOT try to connect to the tracker from here.
• Go on the app. From here, try to set up the tracker as a new device.

Please keep me posted.

[Leelu1113]

@JuanFitbit @

I have tried everything and it still will not sync... I am getting tired of this actually it has been over a week and it won't sync the only reason I still wear the stupid thing is because it is counting my steps and i can use that to manually enter information. However when I get my taxes back I am going to a different company this is BEYOND ridiculous.

[Sculver]

I was about to change to a new tracker myself and then it finally synced when I figured out how to update it. Sent from my Sprint Samsung Galaxy Note9.

[AllanLindh]

What worked?

[Sculver]

I updated and it started working.Sent from my Sprint Samsung Galaxy Note9.

[JuanFitbit]

Hi @Leelu1113 @Sculver @AllanLindh  nice to see you around. Thank you for you comments. 

@Leelu1113  I've contacted Customer Support in your behalf, so that they have a better look at your case. Someone will be contacting you per Email very soon. 

@Sculver  Thank you again for updating us and for your tips.

@AllanLindh  Do you still have your tracker with you, would you like me to contact Customer Support for you?

I'll me awaiting your reply.

[AllanLindh]

Dear Juan
Yes I would love to have you contact customer support
I have talked to them many times
They have sent me two additional Charge2's
in hopes one of them would work
So I have three
All identical symptoms
I suspect my diagnosis is worth checking
Your app is not being kept up to date on
Changes in peoples phones/tablets
mine is a Galaxy Tab A, altho none of the three Charge2's will
synch with
your Windows app either
or changes in Charge 2 firmware
Crucial piece of evidence is that when I install the Fitbit app on the
Galaxy Charge 2
I get a message "This app is not optimized for your device"
Good luck, but I think it is a lost cause

When you first started getting these "won't sync" reports for Charges 2&3,
you should have just offered people a replacement of a device that actually
worked.
Look at your reviews on Amazon. All that negativity has cost you far more
than shipping out a few watches that actually work

[JuanFitbit]

@AllanLindh Hi again. Thank you for your feedback. I'll make sure that the proper department receives it.

I've given Customer Support the information of your case, and they'll have a look at it. Someone will be contacting you soon per Email. 

Let me know if I can help you further. 

[PAT971]

I agree wholeheartedly ... this is now a 'lost cause'. My much loved Fitbit is about to be discarded in favour of a rival product. A real shame. I suspect that I will not be the only one taking this unfortunate course of action. Goodbye Fitbit.

[Karen50]

I had a similar problem with my Fitbit Charge 2. After posting my problem online I was contacted by Fitbit & was given a list of items to try to resolve. I was finally able to get it to sync by shutting down my Fitbit & restarting it. Instructions are online for how to shut down a Fitbit. 

[Dbnb]

Mine stopped after the upgrade .

[Karen50]

I was frustrated that mine quit syncing while on a cruise which I attributed to so many time changes & no internet access for my iPhone for one week. After doing all the steps provided by Fitbit Technicians I decided to try rebooting my Fitbit. There are directions online which basically is shutting it down & then turning it back on. In order to do this it must be connected to the charger. I also was able to find out that my Fitbit was stuck on Cancun time. If I remember correctly I also had upgraded my Fitbit which could have caused some of the issues however now it is working. This is my third Fitbit since 2015 so I understand how frustrating this can be for you. Hope you can get yours working again soon. 

[mtnlvr53]

Mine too

[Dbnb]

Rebooting worked! Thank you!

[Katie40]

Many thanks for your email - problem now solved!

Update

Many thanks - problem now solved! 😊

[Karen50]

Yeah! So glad to hear your Fitbit is working again. 

[Katie40]

Many thanks for your email - all well now!😊

Thank you 😊

[LLFCC]

Mine won’t sync - to any device. Honestly I’ve had more trouble with my two fitbits than I think they may be worth. Also the only worse customer service I’ve had than Fitbit is with an appliance company, and these days that’s what’s filling up the landfills, haha. 

[Karen50]

Mine wouldn’t sync until I rebooted my Fitbit. To reboot you need to have your Fitbit plugged into the charger & push the side button to turn off & then turn your Fitbit back on. There are more detailed directions online to reboot. So far there are a number of people who have had success with this procedure. Customer service was very helpful & polite when I corresponded with them. Good luck!

[Susanrufus]

I have had the same problem for the past few days, tried everything, this was a present at Christmas, now four months in it appears to have given up.  Think I will have to return it, at least it is still under guarantee.