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?

[DavideFitbit]

Sorry for the late reply, I'm sorry to see that you've continued to experience trouble to sync. 

Hello @CathieWalkz, thank you for all the updates provided so far. We haven't received an update about specific problems to sync using Fitbit Connect, but since you already reviewed all the requirements and tried the suggested troubleshooting steps, I've gone ahead and sent your information to the Customer Support team for further assistance, so you should be getting a reply soon. 

@katidyd, thank you for your feedback about the Charge 2. Are you currently having syncing problems to sync your data? Could you please also let me know which mobile device you're using to sync? 

@kowallekdi, while sending your information to the Customer Support team for further assistance, I was able to confirm that you had already contacted them about this. If you've exhausted all the troubleshooting options mentioned earlier you can reply to the last e-mail they sent you to report that you continue to experience the same problem. Please let me know if you're still having trouble, I can also send your information over again so they can get in touch with you. Keep me posted. 

Excellent, that's great news @JJvZ, thank you for sharing them.  

Thank you for your feedback about the product @LLFCC,  could you please provide a few more details? Please let me know if you've checked the information about compatibility and all the troubleshooting steps mentioned here earlier. 

Thanks for your feedback about the Charge 2 @Susanrufus, but it's good to know that you\re not experiencing the same problems with the Charge 3.  

I'm sorry to see you've been also having trouble to sync @Barronm. Could you please confirm if you already tried all the steps listed here to resolve syncing problems? Also, please make sure to check if all the mobile devices you're using is listed here as a compatible device to sync with the Fitbit app, and lastly you can also verify oft the Fitbit app is updated to the latest version available. 

Thank you for sharing this information @brego90. You can check all the updated information about compatibility here, including the models that are not compatible. 

@Gingersnapper, I've sent your information to the Customer Support team for further assistance with this, but was informed that you already have a case created with or that you already got in touch with them. I hope everything goes well. 

Let me know if you have further questions. 

[Jrs1mom]

Ok it seems that everyone is having the same problem with their Charge 2 that I am having. I spoke with customer service on yesterday and the young lady couldn’t help me because I didn’t have another phone to use..

Please send an update or tell us what to do to alleviate the problem.  I can’t always answer my phone at work and need the sync app to work. And don’t want to purchase another product at this time.Help Please!!!!!

[Airlea1]

Same. I thought maybe it was my phone (I'm on an s9) but I put it on my work phone and same thing. It says that it's setting up the tracker but then under my profile, it's not listed. Neither on the app or the website. It's driving me crazy. 

I have the charge2 HR. Is it true there's no way to do a factory reset? I've done a reboot but I'm hoping a factory reset would help. 

[kowallekdi]

@DavideFitbit  - I have tried every single thing Customer Support has sent me numerous times.  I also tried all of those things before contacting Customer Support as they are all listed online.  Customer Support did nothing for me except send me links to everything I had already tried.  As of now, I have not been able to sync for several weeks.  Customer Support ran out of options and offered to send me a replacement Charge 2 (which would be refurbished since they are no longer made) which would NOT fix my problem since I can't get the Sync Now program to come up on my computer.  Their other option was $50 off a Charge 3 which would also not fix my problem since I sync from a laptop and the Charge 3 does not have that option.

Maybe Customer Support should actually determine what some one's problem is before offering solutions that don't work.  There are too many of us having this problem.  The problem is YOURS, not an individual tracker.

[samdrew2001]

Hi All,

In the middle of the night, my Fitbit Charge 2 stopped syncing with my Galaxy s9 phone. It occurred around the same time that I received the latest phone app update. I rebooted both tracker and phone and still doesn’t sync. I think Fitbit broke the app with the latest update. Is there anything else I should do other than wait for an application fix?

[Jrs1mom]

It seems as though many of us have the same problem with the Charge 2 with no apparent help from FitBit. Especially since it has been discontinued.

Perhaps they need to offer an upgrade for a fair price to those effected. 

[Flgal23]

I'm having the same issue.  I thought when the app was updated yesterday that would fix it but again this morning "Tracker not found".  😞

[Airlea1]

Agreed. This is absolutely ridiculous. This is my second fitbit. The first Charge completed disintegrated because of the strap.  I was excited to receive the Charge 2 and high hopes but this is insane. I even tried installing the charge 2 on an iPhone 6 but the same issue occurred... couldn't find it.

I can see why my cousin moved onto an Apple watch and hasn't had any issues.

When this thing dies, I'm never buying another fitbit product again. Ever.

[grammaof3]

So I cannot get my Charge 2 to communicate with my new iPhone. Went from a 6s+ to an XR. Everything was fine yesterday morning and then I switched to the new phone. I have deleted and reinstalled to app more than once. Verified that Bluetooth is on and in discovery mode on the phone, the app just keeps saying looking then stops and starts again. Very Frustrating

[caljane]

If you are throwing out solutions:
Bluetooth can not find my Charge 2, neither desktop (Win10) nor my Android phone, which both used to be able to sync for over a year with very little problems. I have spend HOURS for the last couple of days with rebooting everything, resetting, updating, ... and I am not a tech-idiot. I am very frustrated!

[Jim_Morrison]

We had the same problem here commencing Apr. 16 for a Charge 2 that lost its bluetooth pairing to both an older Ipad mini and an iPhone6 and the following day with my wife's Charge 3 losing its bluetooth pairing with an Ipad mini. The Ipad returned a pairing message, http error 403 which means it could not find the bluetooth device. I tried all of the recommended procedures on the Charge2/Ipad mini/iPhone 6 combo with no success. The good news is that my wife's Charge 3 resumed the bluetooth connection and paired up on Apr. 22 and the Charge 2 has occasionally paired and sync'd starting Apr. 23 although the bluetooth connection is not reliable. The bad news is that the improvement cannot be attributed to any specific action or corrective measure.

[caljane]

Charge 2 syncing problem solved for me (for now) by resetting my fitbit not only once (as I had done before several times), but three times in a row. It synced after that. *huh* ?!

• Plug the charging cable into the USB port on your computer or any UL-certified USB wall charger.
• Clip the other end of the charging cable to the port on the back of the tracker. The pins on the charging cable must lock securely with the port.
• Make sure the button on your tracker is aligned with the button opening on the charging cable. You’ll know the connection is secure when the tracker vibrates and you see a battery icon on your tracker’s display. Your Charge 2 will begin charging.
• Press and hold the button on your tracker for four seconds. When you see the Fitbit logo and the tracker vibrates, this means the tracker has restarted.

[kowallekdi]

@Jrs1mom- They offered me $50 off a Charge 3 but you have to buy it from them where they are more than $50 higher than other places.  An upgrade to a Charge 3 will not help.  My brother has a Charge 3 and has just as many if not more problems since March (when things started screwing up with everyone).  When his does sync, it tells him he has done upwards of 50 flights of stairs each day.  Until two weeks ago, his stair count was always zero.  He is handicapped and does not do stairs, so 50 flights a day would be a huge accomplishment.  He said the app has been updating a couple times a week (I guess they are trying to fix things) but every time things are just worse.

[Gavo]

Tried this, still won't sync. 

[Jrs1mom]

I just tried 6 more times to pair My FitBit with my IPhone 6. Nothing works. This is crazy... and frustrating...
I also updated the app before trying to pair it again. What am I to try now?

Sent from my iPhone

Moderator edit: format

[Gavo]

Mine hasn't syncd since 16th April, have tried all suggested remedies but still no success.
Extremely frustrating.

Moderator edit: personal info removed 

[Jrs1mom]

I’m sorry you and so many others, like myself are having such a hard time. It’s sad that FitBit doesn’t have an idea of how to fix it. Messaging was the second thing I liked on it... I could see a message without having to use my phone...
Oh well.... guess it is my loss. 🙁

Sent from my iPhone

[Maureen36]

Mine's doing the same it's doing my  head in......

[Gavo]

Ive just managed to sync mine, here's what I did.
1. Uninstall the app, you won't lose info
2. Switch off your phone and leave for 2 minute before switching back on
3. Reinstall the app and switch location services on or enable.
4. Sync in the normal way and it synced after 5 minutes.

Hope this helps.

Moderator edit: personal info removed 

[Jim_Morrison]

Yes, frustrating. My Charge 2 also quit Apr. 16 and didn’t resume occasional syncing until yesterday and still not consistent. Jim