Charge 3 won't sync

[PoulLandman]

Synchronizing stopped working 2 weeks ago. There is a message "Het synchroiseren duurt lang..."and that does not go away. Last synchronization is 3-12-2020.

I already reinstalled the app, reset the Charge 3, trund BT off and on again.

Is this normal?

Regards

Poul

Moderator Edit: Clarified subject

[MarreFitbit]

Hello @PoulLandman, it's nice to see you around the Community Forums. Thanks for trying to troubleshoot this situation before reaching out. 

To solve the issue, please follow the troubleshooting steps provided here Why won't my Fitbit device sync? 

Please know Fitbit products are compatible with most devices that have the following operating systems: Apple iOS 12.2 or higher, Android OS 7.0 or higher, and Windows 10 version 1607.0 or higher. For the latest list of devices that support the Fitbit app for Android, see Which phones and tablets can I use with my Fitbit watch or tracker?

Please keep in mind that when a device is not supported and does not meet the require OS we cannot guarantee its functionality with the Fitbit app. It might work at a certain time and then it can stop working out of nowhere after an update. This is because the app is not optimized to that device and any change could impact the performance. 

We routinely test new devices to ensure full compatibility with Fitbit devices and the Fitbit app, and are constantly working to confirm compatibility with new phone models. Be sure to verify that your phone or tablet meets the minimum operating system requirements.

Let me know how it goes. 

[PoulLandman]

I have taken all the steps. It worked until december 3th. restarted the phone, deleted the Charge 3, even deleted the app, reistalled everything but now I can't even pair the charge with the phone. Bluetooth is working on the phone because my Covid app and my car are still recognized by the phone.

The app can see the charge 3, the charge shows a number, but when I put that number in the app it states "It takes longer then expected..." and I can wait for half an hour, still not working.

It is the 3rth Fitbit in 3 years that stopped working.

Regards,

Poul

[MarreFitbit]

@PoulLandman Thanks for the adding those details about your issue. 

May I know the brand/model of the phone you're syncing with? Is it listed here Which phones and tablets can I use with my Fitbit watch or tracker? If it is not, please take into consideration the information I shared with you in my previous post regarding the compatibility with the Fitbit app.  

While I wait for your response, please try the following steps:

• Remove your Charge 3 from your Fitbit account and from your phone's Bluetooth settings.
• Force quit the Fitbit app.
• Turn off the Bluetooth.
• Shut off your phone and turn it on after 1-2 minutes.
• Turn on the Bluetooth.
• Setup your Charge 3 again.
• If there is no connection, restart your Charge 3.

Keep me posted.

[V1c]

Unfortunately it seems that with these fitbit devices, this is very normal!!! 

[V1c]

Mine has exactly the same fault, and no one seems to be able to fix it..... Looks like Fitbit must have changed something.  Maybe a con to try to get us to buy new Charge3 devices!!! 

[PoulLandman]

Done all that. My phone is a Samsung Galaxy J6+ (SM-J610FN/DS), software version Android 10.

As stated before, it worked until december 3th.

Regards

Poul

[Monamc]

I’m having the same problem. My charge 3 worked fine on my Samsung 8+ then I got an iPhone 12 Pro Max and it won’t sync. It will only sync while it on the charging cable. I have installed and uninstalled the app, turned Bluetooth on and off, and waited for over a half an hour. My Bluetooth is working because I have other apps that Bluetooth works on. Help!

[Smiffy60]

I have exactly the same problem - Charge 3 was working perfectly until about a week ago and since then impossible to sync with my Android phone. Been through all the suggested restart/reboot/reinstall steps of both phone and the Charge 3. The Charge 3 is less than 11 months old. Under UK consumer law then this device clearly contravenes the relevant consumer protection rules which say, amongst other things, that the item should be "Fit for Purpose and last a reasonable length of time".

Fitbit - would you like to comment on this thread ?

[fontro]

That's exactly what's happened to mine.  Mind you, mine does sync at random times like first up this morning but, now it won't sync again today. VERY frustrating.  Fitbit can give me a Queen of Sheeba rating but, it's pointless if the Charge 3 doesn't do what it is supposed to!  Obviously they have a problem that they need to fix, NOW!

[Smiffy60]

Long story, short update.... have now had 3 chats with the Fitbit support team in as many days about my similar issue. It was ultimately resolved by a factory reset on the Charge 3. Yes this means it loses any non-sync'ed data but as it wasn't syncing anyway, then this is unavoidable.

What is really frustrating though is having to go through the restart / reinstall / turn phone off ..blah blah steps, having done them multiple times myself. The first 2 agents were trying to convince me that it was a phone problem since the handset is not in the list of officially compatible Android devices. In fact the 2nd agent's solution was that s/he couldn't do anymore until I had managed to try syncing with one of the devices on that list - this is the next step on their script, apparently !!

Luckily today's agent was more practical, and took me through the 'factory reset' option - yes it is the nuclear option, but it does work. At least for now.

[fontro]

I'm glad your issue was sorted with a factory reset but, that didn't work for me.I bet you hold your breath every time you do a sync!Good luck and I hope it continues to do what it's supposed to.

[Monamc]

Oh great! Do you mind providing the number you called?

Sent from my iPhone

[fontro]

Sorry, I didn't call a number. I went to the online chat and wasted 90 minutes of my life and am still waiting on a response from the so-called "support" team as to how to rectify this annoying, ongoing problem with their device. One other thing, I don't seem to get a response until I say something derogatory about their lack of service and follow up - that gets them responding momentarily but, still waiting for a solution!  May have a better chance of winning Lotto!

[Monamc]

My problem hasn’t been resolved yet, it’s so frustrating! These Fitbits aren’t cheap and mine is just about a year old. I hope they can do some type of update to fix this 😕

Sent from my iPhone

[Monamc]

Agreed! These are too expensive just to toss and buy something especially since everything was working fine before I switched over to an iPhone!

Sent from my iPhone

[fontro]

I don't think it's got anything to do with what type of phone you have - mine was working fine with the Samsung A51 and then just started going wacko, without any logical reason, so, it has to be a fault with the device or app.  Whichever it is I JUST WISH THEY WOULD FIX IT AND STOP GIVING EVERYONE THE RUN AROUND!  STILL waiting on a follow up on what they have found - my guess is that they're just going to drag it out until we get tired of complaining.  Bad news for them, I don't give up, especially when I'm in the right!!!

[fontro]

You and me both!  Don't hold your breath though, you will lose consciousness!

[PoulLandman]

I have heard nothing from Fitbit anymore.

All there steps are not working. This is my third fitbit device in less then 3 years. My partner had also a broken Fitbit after about 1 year. No quality products or quality service. I think I will send it back and never buy Fitbit again.

Regards

Poul

[fontro]

I love the company-line bulli**ahem** responses you get! The fact that so many people are having the same issues should be ringing giant alarm bells for them but, they don't seem to give a crap. I'm not even sure if they have any idea how to fix the problem! I can't help feeling that they just string customers along until we give up. I will never buy another Fitbit and I'm sure I'm not alone with that decision. Good luck and I hope we can share a success story some day.

They've just told me that my phone is not compatible! Easy out for them!!!  So everybody with a Samsung phone is going to have problems...or they're not compatible! iPhone owners are having trouble too so does that mean they aren't compatible too???