Charge 3 won't sync or update on computer

[Cassie1987]

Need to know how to update my charge but it won't connect. To my phone or my comouter

[OzwestCoast]

I too will be interested in any fixes for this problem as I find my new Charge 3 is very unreliable when it comes to synching. Sometimes it will synch, sometimes it won't, but lately it's more the latter.

Very disappointing and I certainly would not recommend the Fitbit Charge 3 unless they can improve it some way. 😞 

[Cassie1987 · Accepted solution]

Anno very disappointing I had the flex and. It stopped working and they sent me out a new. One so I was please and then due to good customer service decided to invest more so I hope they solve It so I can stick with the brand 

[mgtrottier2]

Same.  Did the firmware update a little over a week ago.  Now it wont sync to anything.  PC or android.  I even have the fitbit dongle for the computer and support said that's not supposed to work.... But they sell it???

[Cassie1987]

Well. Hopefully. They get. Back to. Me. To fix it or to replace it soon need it as trying to train for marathon 😢

[1Vash]

My Charge 3 quit syncing Dec.31 to the phone and to the computer dongle. Rebooting, tried all of the help suggestions. nothing working. New update installed on the third try before all of this quit working.

[mgtrottier2]

Talking with support now. This is frustrating to purchase their "most
advanced tracker" and they want to blame it on everything else. I'll reply
with what happens.

[Cassie1987]

Please do

[mgtrottier2]

They are blaming it on everything right now. Oh it's your phone, oh it's
your computer. Then why did it work before the update? Why did I spend 7
bucks on the FITBIT dongle and you don't support it???

[Cassie1987]

So what are they going to do if you are ruling all that out? 

[mgtrottier2]

We will see, they are trying a few things. So far no luck

[SunsetRunner]

I just reopened the app and my charge 3 is now syncing. I am assuming they
did something, but it's working for now. Thanks for your help!

Edit: I thought I was responding to something else, so let me go over what my problem was since I didn't say. My Charge 3 stopped syncing on December 28. I tried all of the troubleshooting methods that are listed, including unpairing the device, restarting phone/fitbit, etc. After I unpaired the device it wouldn't pair with my app anymore. I then called the customer support number, since for other companies I've found that to be more successful than the live chat function. A very nice tech accepted the fact that I had done all of the troubleshooting, and I convinced him that it wasn't my phone's fault either. He escalated the problem, and then when I reopened the app later my device was added again. I had hard quit the app, so I'm not sure if was still trying and just took like 45 minutes, or if the Fitbit people fixed my issue. All I know is it is working again.

[Cassie1987]

What did you. Do. To get live chat. With them. I can't seem. To. Find it .. Glad you. Got. It sorted 🙂 

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@SunsetRunner wrote:
I just reoppened the app and my charge 3 is now syncing. I am assuming they
did something, but it's working for now. Thanks for your help!

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[mgtrottier2]

The end result was they escalated the problem to engineering. They will
respond via email with no time frame provided.

You can chat with support by going here https://help.fitbit.com/?l=en_US

look on the mid right and it will say get help? Let's Chat

[Cassie1987]

I'm. UK based. I think I'll have to contact. Them in the morning .. They better resolve this as ive recommended. The product to two other people before this happened. And they have also purchased. The fitbit charge 3

[mgtrottier2]

I hope for your sake they fix it or replace it. I spent the money on them
since they have the top reviews. I understand everyone has issues but
seriously with this? Have it for less than a month and it goes from
awesome to just an expensive time keeper.

[dancer82]

Here is how i got the windows 10 app to finally work at least once.  I removed every single blue tooth device (phones, dongles,  old charges, kindles etc.) to a distance of 20 feet or more.  I turned off bluetooth on all the devices also. Then I uninstalled the windows 10 app and went back to fitbit.com/start and downloaded the windows 10 app again.  Then I restarted both the charge 3 (via the reboot / under settings on the charge 3) and I restarted my computer.  It updated and synced. Miracle.  However, when I synced my device later via my phone the windows 10 app stopped working.  So....it seems that if the windows 10 app gets info via internet connection or data connection from a phone it gets confused and won't sync anymore.  That's my theory anyway.

[mgtrottier2]

My desktop doesn't have bluetooth built in. I purchased the dongle, but I
will give those steps a try. I prefer to use my PC for syncing anyway.
Report back shortly.

[1Vash]

Hey mine just synched and down loaded the data for the last four days! Not
sure what they did on their end?



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[Cassie1987]

Soooo I'm. I the UK but had to contact the US team by saying. I was I. The US so. Chatted. Online and I'm getting a replacement sent out .. Apparently my tracker is broke from what they have said so. I'm still under warrenty. Luckily so hopefully the replacement does mot have the same issue