Charge 3 syncing issues

[Shovel]

My Charge 3 stopped syncing on Feb 16. It appears to sync with the app (although the app says its taking a while, sit tight...), and throughout the day, the app reports correct data - i.e. it is the same on the device and the app. However, the next day, the app counters revert previous days to zero across the board. The web site says I have not synced since Feb16, although I sync at least two or three times per day. All the data I have about the last 2 weeks is gone. I have restarted the device, reinstalled a fresh copy of the app, updated my phone and done a restart on it, but have not had any luck in fixing the issue. Anyone got any ideas about how to fix this? Is it just coincidence that it was about the same time that FitBit was sold to Google......  🙂

[WilsonFitbit]

Hello @Shovel, welcome to the community forums! Thank you for the troubleshooting steps you've tried prior to posting! 

If you haven't done so, I recommend checking these troubleshooting steps and make sure that you have followed all of them. Also, please verify that the latest version of the Fitbit App is installed on your phone. For more information, please check: How do I use the Fitbit app?

If that doesn't work, please let me know the model of your mobile device and the version of the operating system. This will help to further assist. 

I look forward to your response. 

[Shovel]

Thanks for the reply @WilsonFitbit . I have now followed the troubleshooting instructions completely, and taken additional steps:

The App version is 3.39.1

The device version is 28.20001.8 8.11

The Android version is 9, running on a Blackview BV6900.

The app is whitelisted to prevent it being closed by Android (v9 does not specifically allow Background apps unless the phone is rooted, but allows users to prevent auto cleaning of apps).

I have reinstalled the app from the Play store.

I have deleted all user data and restarted the device

I have unpaired the device, and attempted to pair it again. The phones Bluetooth service says it is unable to communicate with the device, although it does see it. To check the bluetooth service, I have unpaired everything else, and paired them again - all other devices work as expected. SOm I have attempted to pair it with a Samsung Galaxy Tab - this does not even see the Charge 3.

This appears to be the root of the issue - that the device has somehow developed a fault with the bluetooth connectivity.

[SurPM]

I'm having exactly the same issue as you - the Bluetooth sees it but doesn't connect.

[Car3yC0x]

This issue also affects Android version 7.1.1 and the latest version of the FitBit app.  My Charge 3 device hasn't synced since 2/6/2021, right after I took the latest FitBit app update.  I've done all the troubleshooting steps.  Even unpaired the device (and lost all my data) and the app can see the device, but the bluetooth connection pairing eventually fails  (yes, bluetooth is enabled).  Seems like something in the last update has broken the sync for "older" devices.

[Helencw19]

I’m having the same problem it’s driving me crazy The time is wrong as well I’m losing 30 minutes each day it doesn’t sync!!!!

[Debbiiesankwich]

I am loosing time too. It started Saturday not syncing then loosing time each day. Not it’s behind an hour. I hope someone can offer some help. 

[Shovel]

@WilsonFitbit : Given that this thread is growing (albeit with some tangential issues), it appears that mine is not an isolated problem. It is beginning to look as though the device software version 28.20001.8 8.11 is causing problems with Bluetooth. Further to my investigations in my earlier post (replying to you), I tried connecting to my wife's Charge 2. Android paired in about 5 seconds flat!. As I am unable to connect, I am also, therefore, unable to get any software fix sent via the App. Is there a means of resetting the device to factory defaults, so that the installed OS is back to how it was when leaving the factory? If I could do that, it would be possible to determine if the device OS is at fault.

[Helencw19]

Mine had been temperamental for about 2 months with syncing but I’m now 3 hours behind and not synced for 3 days I’ve followed all the instructions but nobody seems to be able to help it must be a fault with the charge 3 Bluetooth connectivity 

[Aqua22]

Mine hasn't been able to sync since updating November 22nd 2020.... I've given up on Fitbit as this issue seems to be reoccurring whenever a new model comes out... been with Fitbit since 2014 and nothing's improved

[Blueoverall]

Yeah me too.  This is ridiculous.   This is my 4th device since Oct2015 [they all just quit working properly] .  I think I'm done with fitbit since it doesn't even keep time anymore. 

[Debbiiesankwich]

I went out for my morning walk and when I got home and looked at my Fitbit the time was correct and all is synced thank goodness. I’ve been fighting this since Saturday.  I hadn’t even messed with it today so don’t know what made that happen.  Just happy it’s working.  😊

[Blueoverall]

I wore the darn thing even though it wasn't working for a month... It's off
now, probably for good.

[Debbiiesankwich]

I spoke too soon. That lasted just 3 hrs. Not syncing again. Grrrr!!!!

[Shovel]

So I had a post censored today. In it, I had mentioned that I was moving to a rival companies device and app, as FitBit obviously do not care enough about their customer base to fix the issues we are having. So rather than actually getting us help from FitBit, one of the forum moderators has removed the post, as it apparently violates the policy of not allowing advertising. Just FYI, moderators, I was NOT advertising, just saying that your rivals have better customer service than you. As FitBit care so little that there has been no company support response, I have bought a device from your one of your rivals.

My "censored" post (minus the company name) was this:

So I guess from the lack of "official" response that no-one at FitBit/Google is interested in these problems. From the way this thread has grown over the last few days, it is fairly certain that this is a widespread issue, and that there are many more users (aka customers.....) out there who have not contributed their experiences. Customer support is worse than useless, as the stock response is that all the necessary info is on the web site, which it patently is not. This is a software/device problem, not a user issue. 

Given the total lack of interest in the customer, I am switching off my FitBit, closing my accounts and moving to a xxxxxx. At least that works (and if there is a problem, their customer service is at least responsive...

[SurPM]

Mine also by miracle paired with the Bluetooth and synched, but it's still showing last synced on Feb 27 which is not true and the steps count, exercise details don't match what's showing in the watch. I'm so frustrated!!!

[SunsetRunner]

Hi, I have had the same issues and when I deleted to pe-pair it wouldn't find my device. I have been on live chat for a good few hours and now it's back working. One of the last things they had me do was to clear all the data off the charge 3 itself and finally it worked.

[Debbiiesankwich]

I will give that a try. It just makes me so angry. With all the complaints you would think Fitbit would be on this issue. 

[Blueoverall]

It'll work for a minute. good luck.

[Blueoverall]

I deleted the app and took off the device. Problem solved.