Charge 3 won't sync to Pixel 2

[MichaelHL]

I've had my Fitbit for about 2 weeks now and I've already had to reset it, disconnect and reconnect Bluetooth multiple times, and visit this forum for troubleshooting. It looks like this is a common issue. Is there a compatibility issue that I don't know about? I have the latest  Android OS on my Pixel 2. I have the all day sync enabled, but it stops after 24-36 hours and I have to screw around with it in order for it to update. I'll hit the sync now and I just get an error and it won't work.

On top of all that, I'd say it logs maybe half of all my workouts. I have a rule/minimum of running, biking (spin), or using the elliptical for a base of 40 minutes continuous at 150-165 BPM, but it'll only record the first or second half. Steps are hit and miss, more miss, at about 1000-1500 less than I actually do (elliptical has a step counter, too).

Is there a permanent fix to this syncing issue? Charge 3 was like $150, I didn't plan on buying an $800 phone to make it work if the Pixel 2 is outdated. Bluetooth works great still, it connects (and stays connected) with my car and other devices when they're attached.

Note: from one of the posts I saw that fewer devices connected via Bluetooth is recommended, but the only Bluetooth connection I use is my car, I run a Sonos and Alexa system in my apartment, so there are no connections that could interfere there.

Moderator edit: updated subject for clarity

[MarreFitbit · Accepted solution]

Hi @MichaelHL, welcome on board. I am sorry to hear that you are going through this situation. I appreciate your feedback for the Charge 3. I appreciate you've taken the time to troubleshoot your tracker prior to posting here. 

We’re aware of it and are working to identify a resolution as quickly as possible. However, besides the steps you've done so far, please try the following ones:

1. Go into your phone settings and select "Apps"

2. Find and select Fitbit

3. Tap "Advanced" and then tap "Battery"

4. Select "Battery Optimization"

5. Tap the bar at the top of the screen and select "All Apps"

6. Find Fitbit in the list, tap it and select "Don't Optimize"

7. This should help improve your syncing experience and should not have a large impact on your phone's battery life.

In regards to the Bluetooth question, 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. 😉

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

[andrewkennedy64]

I have a Charge3 and a Pixel2.

It sync'd initially after Christmas. Last sync was now 5 days ago.

Will not manually sync. Just get the red warning exclamation mark. Can see it though.

Did what you suggested for battery optimisation, as this thread suggested the problem was 'solved'. No difference.

Seems like many people are suffering this same problem. You say you are developing a solution. That was a while ago. What's happening?

Whatdo I do to get reliable syncing performance?

Thanks.

[MichaelHL]

When I turn off optimization, it also automatically turns off use in background and grays out the option to turn that on in tandem with no optimization. Shouldn't that be on? I would have think that would be instrumental in gathering data throughout the day.

[andrewkennedy64]

I have no idea. The only thing I am sure about is that the solution is half baked!

I'll keep playing with it, and cursing occasionally. Perhaps this is the UX they are seeking?!  😃

[MichaelHL]

Another issue that I'm having a pretty big problem with, and I'm hoping you might have some advice--the heartrate monitor cuts out halfway through all my workouts for a good chunk of time. I do 45-60 minutes of cardio on my spin bike nonstop, see attached graph for a visual of the problem. There's a dip, which I'm guessing is the Charge 3 not functioning? It happens literally 30 min into ***every*** workout, all 7 days a week. I dont stop, I dont slow down, I dont let off the resistance...

 

[MichaelHL]

This is still happening every day, significantly. Please see today's example, this was 45 minutes continuous. No stopping, slowing down, getting off the bike, and the Charge 3 was neither removed or shifted on my wrist. I purchased this so I could interact with and monitor my workout and sleep routines. I (and Andrew) have only received one response acknowledging the first issue, but nothing for follow ups, or for real solutions/steps for improvement. If I knew what the reliability and support for this product was when I made the purchase, I would have either not gotten it, or gone with a different/more reliable brand.