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Charge 3 syncing issues with Samsung S8

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‎02-03-2020 10:59 - last edited on ‎09-22-2020 15:05 by Fitbit Moderator

‎02-03-2020 10:59 - last edited on ‎09-22-2020 15:05 by Fitbit Moderator

Have had my Charge 3 for a year now. Like my 2 Charge HRs, 3 Charge 2s, and other Charge 3, it has stopped syncing. Well, this is the 2nd or 3rd time it has stopped. Typically, I am able to get get it back by using the troubleshooting page. Not so now. Currently, it not keeping time because it cannot sync. 

 

Troubleshooting notes:

  • The Fitbit app is installed on a supported phone or tablet. To check, see http://www.fitbit.com/devices.
    • Samsung Galaxy S8 is compatible
  • The latest version of the Fitbit app is installed on your phone or tablet. 
    • Deleted cache & data. Deleted. Installed new just now.
    • Site version: Updated January 24, 2020
  • Your phone has a cellular data or Wi-Fi connection.
    • Yes. It has both.
  • The Fitbit app is allowed to run in the background on your phone. For more information, see What should I know about using the Fitbit app on my Android phone? 
    • I see the notification about it running in the background.
  • The Bluetooth setting on your phone is on. To check, tap Settings > Bluetooth.
    • Yes
  • Your software on your phone is up to date. To check, tap Settings > About Phone or About Device > Android Version.
    • Updated January 30th
  • You have location services turned on and the Fitbit app has permission to access your location. For more information see, Why is the Fitbit app prompting me to turn on location services?
    • Yes
  • If you use more than one device to sync, make sure the other device isn't nearby. If the device is nearby, turn off Bluetooth on it.
    • Only other device to sync is 12 miles away
  • 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.
    • No other devices
  • Your phone doesn't have a syncing issue listed in What should I know about using the Fitbit app on my Android phone?
    • Samsung 8 is not in the list.
  • Your Fitbit device's battery isn't critically low.
    • 100% charged
  • The firmware on your Fitbit device is up to date as described in How do I update my Fitbit device? 
    • Before I can update the firmware, it looks like I need to connect and sync.

 

Moderator edit: updated subject for clarity

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Accepted Solutions

‎02-04-2020 10:37

‎02-04-2020 10:37

Hi there @sneezypb, welcome to the Community Forums. Thank you so much for all the steps you've tried so far and for letting us know about this issue. We’re aware of it and are working to identify a resolution as quickly as possible. 

We're sorry for any trouble. We appreciate your patience and look forward to getting you back on track.

Please let us know if there's anything we can do to assist you in the meantime.

Maria | Community Moderator, Fitbit


Was my post helpful? Give it a thumbs up to show your appreciation! Of course, if this was the answer you were looking for, don't forget to make it the Best Answer! Als...

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2 REPLIES 2

‎02-04-2020 10:37

‎02-04-2020 10:37

Hi there @sneezypb, welcome to the Community Forums. Thank you so much for all the steps you've tried so far and for letting us know about this issue. We’re aware of it and are working to identify a resolution as quickly as possible. 

We're sorry for any trouble. We appreciate your patience and look forward to getting you back on track.

Please let us know if there's anything we can do to assist you in the meantime.

Maria | Community Moderator, Fitbit


Was my post helpful? Give it a thumbs up to show your appreciation! Of course, if this was the answer you were looking for, don't forget to make it the Best Answer! Als...
Best Answer

‎02-12-2020 10:30

In response to MarreFitbit

‎02-12-2020 10:30

If this is a known issue, then I think the WHY AM I HAVING ISSUES WITH THE FITBIT APP ON MY ANDROID PHONE? list should be updated to note it.

 

Also, I tried the Feb 5th version without success.

 

Is the issue specifically Charge 3 with Samsung S8? Or does it affect a wider amount Fitbit products? In a similar vein, is it a subset of Charge 3 devices?

Best Answer