Charge HR trackers not syncing

[Quaxo76]

Hello,

I've had a Charge HR for a long time, and as it happened to many people, it stopped syncing. I tried all the usual tips and steps, including all those indicated in that link that Fitbit's employees always post, and nothing at all worked. So I assumed a failed tracker, and bought a brand new one. At first it worked well for a few weeks, but then that too stopped syncing. Again, I tried every step (resetting the tracker, wiping the app's cache and data, turning Bluetooth off and on, restarting the phone, etc) but nothing works at all. The only thing I couldn't try is syncing via pc, since I only have access to Linux computers. The tracker hasn't synced for 20 days now. I'm not going to buy another one, just to see it stop working after a few days. I'm very disappointed, which is a shame because I liked the tracker and app a lot, while they worked.

My phone is a Samsung S7 (it's compatible, and has worked with this app for a long time in the past).

Moderator edit: Updated title for clarity

[Quaxo76]

I forgot to mention that I also totally uninstalled and reinstalled the app, to no avail. And I unpaired the tracker, and now of course it won't pair again. And the time of day is starting to drift as well, effectively rendering the tracker totally useless.

[deedeepickles]

I also have two HRs and tried syncing them to two different phones using all the things you tried as well.  The time is off by several hours so, today for example, it reset back to zero steps midday.  With neither working on any phone I tried, I am at a loss.  Sorry, I have no advice.  Just wanted to say, it's not just you. 😞

[Quaxo76]

I know... And I'm pretty disappointed with Fitbit because this is clearly a wide spread issue, and they just post standardized replies to these posts, without ever really addressing the problem. Makes you wonder if they're really trying to force us to buy the newer versions of the tracker.

[Pianothing]

I have to reset my charge hr every few weeks. It's driving me potty and frankly puts me off buying another fitbit of any model. The one I have isn't particularly fancy or expensive but I'm loathe to spend money on a fancy one if the simple one doesn't  work.

I don't understand how it works perfectly for weeks then just stops. The last time I contacted fitbit, they never even replied. 

There are cheaper devices out there that do the same thing. I'm off to buy one of those!

Amanda

[Quaxo76]

Thank you... Sadly in my case, even multiple resets don't help.

When I try to pair my tracker to the phone again, it gets to the point where it says "We found your Fitbit! Connecting..." which means that there is at least a partial communication. But then, instead of getting the 4 digit code to complete the pairing, the process fails. And I agree with Amanda about not feeling like buying newer/better Fitbits if this is what happens all the time...

[deedeepickles]

I can also get to the point of entering the 4 digit code and that's when it fails for me as well. The crazy thing is this is happening with mine connecting to my phone and my daughter's connecting to her phone. Two completely separate hr's and two completely separate phones. I don't understand why it's happening to both of them. I can't believe that it just happens to be that both of our hr's suddenly failed at the same time or both of our phones are having issues.  I was going to buy more of these for Christmas so we could motivate one another as a family but I will have to look elsewhere so each of us can have a tracker that actually works.

[FerdinandFitbit]

Hi there guys! Good to see you in the Fitbit Community Forums! 

I'm very sorry to hear you're having problems getting your Charge HR trackers to sync properly to your Fitbit dashboards.

I'd like to provide some suggestions in the case you've not tried them.

-Make sure you're using a compatible mobile device. To see the list of compatible devices, you can click here.

-Give your Charge HR a restart.For this, plug the charging cable to any USB port or UL-certified USB wall charger and plug the other end to your Charge HR. Press and hold the button for 10-12 seconds until you see the Fitbit icon and the version number and release the button.

-Make sure you're on the latest version of the Fitbit app and the latest version on the OS of your compatible mobile device.

-If you're still having problems, you can try to remove your tracker from the Bluetooth devices. For this, go to the Bluetooth settings on your phone. On your connected devices, look for your tracker. Tap on it, then choose the option that says "Forget this device". Then, proceed to set up your tracker as a new device.

-For this, go to the Account section at the top right corner on the Fitbit app and select the option that says "Set up a new device". Follow the on-screen instructions and once you're done, your tracker should be syncing without a problem.

Hope this helps. Please, let me know if you still need more help after this!

[Quaxo76]

---

Hello Ferdinand,

Thank you for your reply. Since I'm the OP, I assume you were replying to me. 

I suppose you didn't see in my messages all the attempts I already made. I'll repeat them here.

The smartphone *is* compatible, and it has worked with both trackers for a long time.

I tried several full resets. It didn't work.

All devices are fully up to date.

The tracker has already been fully unpaired and removed from the phone's Bluetooth list. Now it won't even pair, it won't show the 4 digit code.

I also totally uninstalled and reinstalled the app, wiping data and cache.

And both trackers stopped working within a few weeks from each other.

I'm sorry, but this was another standard message from Fitbit, and you didn't even read the description of my problem and my attempted solutions. Not happy.

Cristian

I'd like to provide some suggestions in the case you've not tried them.

-Make sure you're using a compatible mobile device. To see the list of compatible devices, you can click here.

-Give your Charge HR a restart.For this, plug the charging cable to any USB port or UL-certified USB wall charger and plug the other end to your Charge HR. Press and hold the button for 10-12 seconds until you see the Fitbit icon and the version number and release the button.

-Make sure you're on the latest version of the Fitbit app and the latest version on the OS of your compatible mobile device.

-If you're still having problems, you can try to remove your tracker from the Bluetooth devices. For this, go to the Bluetooth settings on your phone. On your connected devices, look for your tracker. Tap on it, then choose the option that says "Forget this device". Then, proceed to set up your tracker as a new device.

-For this, go to the Account section at the top right corner on the Fitbit app and select the option that says "Set up a new device". Follow the on-screen instructions and once you're done, your tracker should be syncing without a problem.

Hope this helps. Please, let me know if you still need more help after this!

---

[deedeepickles]

Like the OP, I have tried all of these things...at least a dozen times.  At this point, maybe 20 times.  The issue is with but my HR and my daughter's and each are connected to different, compatible devices.  I saw on another thread that a guys was having this issue with 4 different HR's.  This feels like a more widespread issue that needs attention from FitBit's side.

[Quaxo76]

Honestly, this feels like Fitbit dropping support for the older devices, to force us to buy the newer ones. What worries me is that nobody from Fitbit ever stepped up saying that's not the case...

Cristian

[SunsetRunner]

My charge HR is not syncing with Google pixlephone.

[FerdinandFitbit]

Thanks for getting back guys!

@Quaxo76 @deedeepickles, thanks for confirming what you've already tried! Now, have you by any chance tried to give your Charge HR trackes a factory reset? If not, check the steps on how to factory reset your tracker here and let me know if that helps.

@SunsetRunner, welcome to the Forums! 🙂 I'd like to know which Pixel phone you're using exactly. Not all Pixel devices are compatible for syncing with Fitbit. Plase, check the list of compatible devices here.

If you guys need more help, let me know!

[Pianothing]

Ive been watching the responses on here and frankly all thats happening is we are being sent round in a constant circle of reinstalling apps, performing factory resets and and answering questions about which phone we use.

It's neither efficient or helpful. I'm sure we've all done the Google research which is probably how we ended up here asking questions.

It would seem that the answer is that there is no answer. The Fitbit purchased worked well for about a year and is now unstable; no doubt to try and get us to purchase another.

I've been completely underwhelmed by the support from Fitbit who expect me to be on a never ending treadmill of maintenance for the thing; and I'm disappointed that before responding to this thread, people don't read right through it to see what has already been tried. 

I will be buying a different device and ditching the Fitbit in the absence of real progress. 

[FerdinandFitbit]

Hi @Pianothing, welcome to the Community Forums! 🙂

I'm very sorry to hear that you're also having problems with your tracker not syncing. Thanks a lot for your feedback. I'd like to help you out.

Even when I have asked this before, as you mention, I must do it because I like to work on an individual basis with each user based on their own experience. So, I'd like to start by you letting me know which is the phone that you're using. Have you made sure that it's a compatible device for syncing? If not, check the list of compatible devices here.

If your phone is compatible, what exactly is happening when you try to sync? The more detail you can provide, the better! I'll be looking forward for your reply!

[SunsetRunner]

Phone is showing that battery of fitbit is not charged but my fitbit battery is fully charged.sync is not possible.l am unable to sync what to do?.please help.phone is compatible.

Sent from Yahoo Mail on Android

[Quaxo76]

So, I didn't try the factory reset, because I found a partial solution. Basically, after trying all I could think of and after several resets of the tracker, I decided to let it get discharged to the point of actually turning off. I think I left it without charging for about 2 weeks. After that, I recharged it, and now it works more or less. The sync is still a bit flakey, but it works most of the times.

By the way this proves that it's not an hardware problem llik phone incompatibility or broken tracker, but something software related on the tracker...

[Parkerswife18]

I'm having the same issue I have done all of the above with no resolution. This is obviously a wide spread problem that Fitbit needs to fix. There are a lot of dissatisfied Fitbit customers because of this same issue.

[Ewhyte]

I'm a recent Fitbit Charge HR owner.  Got a good deal on an unused one in retail packaging.  I realize this is an older device, but I also have a 3yr old Note 5 (which I found out wasn't initially compatible (WHAT?!) but now is.  I wasn't up to spending the money on the new ones.  I had a Flex2 that worked perfectly for sync.  I gave that to my wife.  The HR refuses to sync unless I force sync it.  Have tried all the steps in this post and numerous other Google searches to no avail.   All I wanted was a device like the Flex2 that also showed the time so I could dump my smartwatch (wow what a waste of money that was.. I discovered I did not need to play music, get msgs and phone calls on a watch) and wear just one device.  Having to force sync is a minor inconvenience, but it shouldn't be that way.  It's a shame Fitbit can't fix this issue.

[Parkerswife18]

I have tried everything and mine will not sync. I have a Charge HR and Flex
and neither will sync. It's a problem with Fitbit and they need to get it
fixed.