Charge 3 Bluetooth connection keeps dropping

[PaulG66]

Hey! Well, searching through the forums it appears like I’m not the only one with this issue.

I have just got a Charge 3 for Xmas, replacing a Surge, paired with an iPhone 6s. Everything seems to be working ok apart from the Bluetooth connection. When the watch is initially set up it works fine, I get notifications.

However, after a few hours or after I have connected to my in car kit, the Bluetooth connection between phone & watch appears to be lost, i no longer receive notifications & I can no longer access the notification menu on the app or select all day sync. When I try to access it I am told I need to pair my phone to the watch before I can use this feature! When I try to set it up I will receive a warning after 5ish minutes informing me the Bluetooth set up has failed! If I go into my phone Bluetooth settings it tells me I have a connection to the watch, but the app disagrees! 

The only way way I can get the notifications working again is if I forget the Bluetooth connection on my phone, forget the Charge 3, uninstall the app & start all over again! This will make the notifications work again, but only for a few hours or until it receives another Bluetooth connection.

To say it’s a pain is an understatement, I have seen people saying it could be down to multiple Bluetooth connections, which strikes me as odd, why can’t this watch & phone handle multiple connections? I only have the one Fitbit synced to the one phone.

I’m not an expert in Bluetooth or Fitbit technology but it seems like the Bluetooth is turning off, for some reason, & the only way to turn it back on is to put  the watch back into set up mode! Is there a menu on the Fitbit to physically turn Bluetooth off & on or put it into pair mode? 

Come on Fitbit, I want to keep & use the Charge 3, but this issue is frustrating, my Surge worked a lot better than this! Is it time to return the Charge 3 & return to the Surge?

Moderator edit: subject for clarity

[jcourtn1]

My iPhone X keeps saying it can’t find my Charge 3 even when I put the watch ON the phone

[GraceGFitbit]

We are pleased to welcome you as member of the Community Forums @bd74. Nice to see you here @jcourtn1.

Please keep in mind that the requirements mentioned before are very important. Can you please confirm you have checked each one of those requirements? As you both have an iPhone here are those requirements.

Thanks for getting back sharing your thoughts @BaunsgardM. 

Keep me posted with the outcome. Have a nice weekend! 😺

[bd74]

In the six weeks it took to convince the company to let me get a replacement, ship my old one back, and wait for the replacement, I wore my original Alta that is 4 - 5 years old.  It stayed connected all the time. 

[SunsetRunner]

Same problem here. PaulG66 you describe the problem very well!

[GraceGFitbit]

Thank you for getting back to us and share your experience @bd74. I'm glad to learn that our Support Team provide you a solution. 

It's my pleasure to extend a cheerful welcome to you @SunsetRunner. To better help you can you please provide more details? Did you checked the requirements mentioned before? I would also like to know if did you try to sync with a different compatible device?

Many thanks for all your patience and efforts into this matter. Keep me posted with the outcome!😺

[jennrunns]

Same!

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@npodyssey wrote:

I am finding that restarting my phone (Samsung J3) is more successful than
turning the Bluetooth on and off as instructed by the Fitbit app. However,
it is still very annoying to have to do that every few weeks.

Update 

‎03-25-2019 05:27

Sorry to hear you are having these issues ROMomof7. I share your
frustration. Mine also worked fine for several months and then stopped
syncing. Restarting the phone is working, but having to restart my phone
every few weeks is a pain. Mine is the Samsung J3. I'm not a Fitbit
representative, so I can't answer your question about why particular phones
are not on the list. Hope you find a resolution that works!

---

[jennrunns]

Sorry to hear you are having these issues ROMomof7. I share your
frustration. Mine also worked fine for several months and then stopped
syncing. Restarting the phone is working, but having to restart my phone
every few weeks is a pain. Mine is the Samsung J3. I'm not a Fitbit
representative, so I can't answer your question about why particular phones
are not on the list. Hope you find a resolution that works!

[jennrunns]

My app is up to date (Android).  Issue not resolved. 

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@GraceGFitbit wrote:

Hi @ROMomof7, thanks for joining the Fitbit Forums! 

Our team is always working on making our app compatible with as many devices as possible. As this process takes quite some time for testing, we don't have any set time frame for when certain devices with be fully supported. I recommend keeping an eye on this page as this is what we will be updating when devices become fully supported. 

Thanks for troubleshooting with us @npodyssey. If you haven't already done so I would like to suggest you to check the following requirements :

• Make sure the latest version of the Fitbit app is installed on your phone.

1. Tap the Play Store app.
2. Tap or click the menu icon in the top left corner.
3. Tap My apps & games. If the Fitbit app has an update, you’ll see it in the Updates list.
4. Tap Update.

If your apps update automatically, check the Recently updated or Up to date list to see if the Fitbit app was updated.

• The software on your mobile device is up to date. To check, tap Settings > General > Software Update.
• Make sure there are no other Bluetooth devices around as they might interfere with the syncing process.
• The Fitbit app is allowed to run in the background on your phone. For more information, see Why is the Fitbit app sending a notification to my Android phone?

Hope that helps, let me know how it goes.

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[GraceGFitbit]

Thanks for participating in the Fitbit Forums and for all your efforts looking for an answer @jennrunns.

If you still having troubles syncing your Fitbit Charge 3, I would like to suggest you the following:

• Check that your Fitbit device's battery isn't critically low.
• The phone you're using is compatible with the Fitbit App. More details here.
• Your phone has a cellular data or Wi-Fi connection.
• Your phone isn't managing other Bluetooth connections. If you have multiple Bluetooth products like speakers or headsets paired to your phone along with your Fitbit device, you may have trouble using more than one at the same time. Turn off other Bluetooth connections when not in use.

You can also try these steps:

1. Force quit the Fitbit app. 
2. Go to Settings > Bluetooth and turn Bluetooth off and back on.
3. Open the Fitbit app.
4. If your Fitbit device didn't sync, restart your phone again.
5. Open the Fitbit app.
6. If your Fitbit device didn't sync, restart it one more time.
7. If your Fitbit device won't sync after the restart, log in to your Fitbit account on a different phone, tablet, or computer and try to sync.
8. If your Fitbit device still doesn’t sync, remove all other Fitbit devices from your account and from the list of connected Bluetooth devices on your mobile device and try to sync.

Give it a try and keep me posted in case you still need help. 

[SunsetRunner]

@tpreston  - I have had the same issues as everyone else on this thread am so frustrated I am considering doing what you did...buy an Apple watch! I have been a FitBit customer since 2010 and this Charge 3 is just a hot mess.

[tpreston]

I miss Fitbit but not the issues. No problem with the Apple in all this time. Good luck.

[KCB316]

I’m a new Charge 3 user and finding the loss of connectivity issue very annoying.  If it doesn’t stop soon, I’ll return it.  I’ve read the blog, and this doesn’t look hopeful

Notes:

App updated

iPhone X w/current iOS 

Fitbit user since 2013

[Davyboy007]

My replaced Fitbit charge2 pebble continues to drop out (of blue tooth connection)I leave my iPhone on to connect to my cars Ford sync3 .

My previous charge2 did not dropout .

Until reading this forum I thought it was the replacement causing it but from this thread you are leading me to think the car connection may be aggravating it.

My phone and iPad and the Fitbit are updated as soon as an update is issued.

please advise as at the moment I switch off my phone and back on again  (reboot) to remedy 

[bd74]

After I finally got a replacement Charge 3 a couple of months ago, I have had NO problems.  Hang in there everyone.  It seems they are working on the problem.

[Spcsaw]

I have an IPhone X Xs and my charge 3 keeps dropping the Bluetooth connection to my phone. Only way to correct this is to reboot the charge 3 however this is not an option as I don’t travel all the time with my charge cord to reboot the Fitbit. I don’t like that I have to do a reboot at least once a day to get it connected. I have already verified that I’m running the latest Fitbit app (3.5) and latest update for my phone (12.4). 

[bd74]

I got a replacement Fitbit and I've had it since spring.  No issues anymore.

[ypease]

I'm in the same boat. I have an I phone and have updated everything. iPhone app, Charge 3 OS, everything. I have also done everything Fitbit has suggested. I bought my Fitbit from a shopping channel, so they won't refund, plus I've had it for almost a year. I have gone back to using my Charge 2 with the cracked screen. It connects perfectly and stays connected to Wifi! They now give me the "canned" response that they have "technicians" working to resolve this issue. So, maybe they are aware of this technical issue? I did buy a extended warranty contract, but have to wait until 1/20 before they will cover.

I guess since Fitbit has been purchased by Google, the idea for fixing this issue is mute at this point.

[Jillocharge3]

Any idea if timescale.  Are we better returning Charge 3’s for another device until the fault can be rectified ? 

[Davyboy007]

Mines a Charge 2 , and it’s ok now with App updates👍🏻

[SunsetRunner]

If they will take it back, by all means do that.

[ypease]

Fitbit customer service sent me several emails saying their technicians are working on this issue. A canned response I bet everyone gets no matter what the issue is. Since Fitbit has been sold to Google, I doubt we will ever get resolution. I purchased a third party insurance, so I will be waiting until 1/20 and file a claim to get a refund from them.

From my iPad

Moderator edit: personal info removed