Charge 3 won't set up

[FEDUP-12]

Experiencing most of sync problems discussed here.  Got synced once to a laptop on Win10, but now every time I try to do another sync it stops partway and reports itself synced at date of successful sync.  Will continue to fiddle, but do not understand this advice from Fitbit - quote 

"If you can’t sync Fitbit Charge 3, or if you have trouble with connected GPS or tracking your stats, you can restart your tracker from your wrist. From the clock face, swipe to Settings and tap Reboot Device. "

When I swipe the clock face all I get is my stats for the day over 4 Screens after the time. Should I be able to get 'Settings'?   I have used the subsequent system of holding down the button for 8 secs many times, but nothing has improved. Any advice would be appreciated.

Moderator edit: subject for clarity

[MarreFitbit]

Hi there @FEDUP-12, welcome to the Community Forums. I'm sorry to hear that you're going through this situation. 

I've seen you contacted our Support Team before posting here and that they have helped you with this. However, our Support Team haven't heard back from you since 01/07, in order for them to address the issue with your Charge 3 display, could you please reply back to the email they sent to you? Note that the case was created under the email address you use for your Community profile. 

In regards to the reboot, from the clock face you need to swipe left until you see "Settings" and then you can tap "Reboot Device". 

Let me know if you need further assistance, I'll be around. 

[FEDUP-12]

Hi


Thanks for your response.  The problems have now progressed.  We managed
to set up the Charge 3 on 8 Jan, but since then it has refused to
complete another sync. The progress bar gets partway and then it stops
and reports sync as at 8 Jan.  As of now, the clock is losing time - 10
mins in less than 12 hours.

We have checked requirements and meet them all to work with our laptop
on WIN10.  We have restarted the Charge 3 several times (including
finding the reboot function) to no avail; and now settings only has
brightness and vibrate!

I have reinstalled the Fitbit app twice, and it has offered to unpair
and re-pair the device. Still no sync

Do hope you can help us.

Philip and Ann

[MarreFitbit]

Hi @FEDUP-12, thanks for the details provided. I've seen you just replied back to your case. Keep an eye on your inbox, someone will continue addressing this issue. 

In the meantime, I suggest taking a look at the help article: Why won't my Fitbit device sync?

I'll be around if there's anything else I may do to help you.

[notfatcat]

I am having the same issues with my husbands new FBC3.  I don't want a reason for him to regret spending the money for this product but it is frustrating.

Someone at FB must know how to fix this and help us all.

[FEDUP-12]

Hi All

Working directly with Cust Supp but getting no further. In fact going backwards at the moment

[FEDUP-12]

Hi All

Final update. As advised by customer support tried to link Charge 3 to a different Win 10 laptop.

The laptop could not even see the Charge 3 on Bluetooth. I  had reported to Support that when restarting Charge 3 the smiley appeared but it did not vibrate.  Not sure it was relevant, but do not know.

However, decided to go to the retailer that supplied the Charge 3.  The technician advised that ours was the 6th Fitbit to be returned in the first 2 days this week; all because the Fitbit software on Win 10 is clearly not fit for purpose.  He said it typically worked one day in every 4/5 days.  He did say that it worked with little problem on mobile phones that were compatible.  We are now saving up to purchase a more modern phone than the ones we use well for everything else!!

We'll let you know when we can rejoin the community.