Charge HR won't sync and is displaying wrong time of day

[Tabbyw7124]

My charge HR all of a sudden will not sync and is displaying the wrong time of day. I have already reset it a couple times and nothing has changed. I'm not sure what else I can do?

[KLParsons]

I've had the same problem I found a thing online saying the had a software problem in December but when I emailed the email came back saying they were unaware of their still being a problem and to try re setting it which works sometimes for a few hours or days then starts again.

[Tabbyw7124]

Wow, this is frustrating. Mine has been doing it for about a week now. I've tried everything!

[Peoples]

I've been dealing with the same problem since 1/20. I came on here to find a solution 😞 

[KLParsons]

May just be a case of sticking with it seems to be a similar problem for a lot of people some say theirs has sorted it self I tend to find mines worse when I'm out rather then in the home or work

[olee22]

We have two charge hr in the family, we have the same problem with both. We have exchanged one device, but the new has the same problem. No sync, time is delayed. If this is not solved in one or two weeks, we will probably return them and switch to Garmin.

[pldpld]

Hello - I am having the very same problem with my one month old Charge HR.  I am disappointed that the engineers claim this problem is solved!  I suppose I will have to call their tech support but it should not be this difficult to use this product.

[guynms26]

I'm glad to see I'm not the only one having this problem.  I have only had mine for 2 weeks and all of a sudden a few days ago it displayed the wrong time.  I tried resetting it which didn't work.  It won't sync to my phone either long enough to download the information.  It just keeps rebooting itself over and over and over.  A bright green flash then V102 comes up on the display then a solid green light for a short time then a bright flash again and reboot.  I'm returning mine while it's still in the return timeframe because, from the looks of comments on here, Fitbit isn't fixing this issue.  Very disappointed!

[Dstephenitch]

After 1 month, this morning I had the same problem won't sync and has the wrong time. I tried to restart it and nothing is working.

[Peoples]

Hey Guys, @Tabbyw7124 @Dstephenitch@guynms26@olee22 @pldpld,I kept searching for a solution and this one worked for me. Good Luck!

This is not expected behavior. First, please make sure that your Dongle is being recognized by your computer. To do this, right click the Fitbit Connect icon located near the date and time on your computer. You should see "USB Dongle Connected." If you see "USB Dongle Disconnected," please insert your dongle into a different USB port on your computer. If you see "USB Dongle Connected," attempt to manually sync your tracker. To do so, click the Fitbit Connect icon and then click “Sync Now.”

After this, please restart your tracker (again) following this directions. If you are still having trouble syncing your tracker, try setting it up as a replacement device. If this does not solve the issue, please reinstall Fitbit Connect. On a Mac: search for Fitbit Connect in your Downloads folder. Open the file, then click the Uninstall Icon. Download the newest software version from Fitbit.com/setup and follow the prompts. After reinstalling the software, please try to manually sync your tracker.

Keep me posted with the outcome!  

[guynms26]

Thanks for the tips.  I tried them several times.  It's like, in the middle of syncing, the fitbit stops communitcating and resets blinking one bright green flash then turning back on.  I've boxed it up and printed a return label to return it to Amazon tomorrow.  Maybe they will get this problem worked out and I will buy another one but until then, I'm fitbitless.  Best of luck to you all.

[Peoples]

Sorry to hear that. When I tried the suggested solution, it took a little time for The tracker to sync up, but it's back working like normal. Good luck on your next product.

[pldpld]

OK Folks - I have an HP Pavilion desktop running Windows 10 and the fitbit
app. I have two available USB ports. So I followed the instructions you
gave and switched the Dongle to the other port. Did not help. I have
started the recharge with the Charge HR and able to interrupt the charging
by pressing the button long enough tosee that I have 'V36' in case that
helps.



The date and time seem to have corrected themselves somehow but I have
probably 3 problems: I continually see the notification that "Your Tracker
needs an update before you can use it" but the update process ffails, cannot
find the tracker. I don't know if this is bogus because I do have some
functionality in this thing. When I followed your instructions I do not see
"USB Dongle Connected." If you see "USB Dongle Disconnected," - I do not see
this AT All. I had the plan to keep the dongle in one of the USB ports all
the time since they are available.. the 3rd problem is that it stopped
tracking or maybe just didn't sync the date to the app for my heart rate and
exercise (and I did press the start to start Exercise Mode and also pressed
to end the mode). I have no idea whether that data will be stored for 5
days or whether it is lost if this gets fixed. Arghh.



Well I would rather deal with this issue than the mouse issue (and I am
talking a real rodent mouse)-I had no idea that I felt the hysteria I would
feel with a mouse running around the kitchen. If only I had been wearing
the Charge HR, I would have known just how fast my heart was pounding or
stopping because I felt like I was going to faint and I should have gotten
credit while running from the room..

[laser598]

For me, the tracker loses time throughout the day. I can synch to my Windows 10 environment without problem. And when I sync, the correct time is set in the tracker. Throughout the day, however, the tracker continues to lose time. There is at least half a battery or more left on the tracker.

Since December 27, this has been a problem and my actions to date are as follows:

1. Notify Support many times. Mostly I'm told to reboot, reset, etc which I've done with no change in outcome

2. I replaced the tracker unit. New unit has IDENTICAL problem

3. Support says the problem is in the Windows App. Hard to believe since I have no problem synching and, in fact, it's the only way I can get the time reset to the correct time.

4. Still, support says there is nothing wrong with the tracker(s). Very Frustrating

The only thing I can think of is perhaps the Windows App sets the tracker to "always synch" since there is no option in the Windows setup as to whether you want to sync continuously or not. The lack of option makes sense since you would not want to be tethered to a PC, but the clear default in this case should be "Manual sync" which is what we do. I've suggested this possibility several times with no response to the question. 

At this point, the best way to keep time on your tracker is to wear a wristwatch on the other wrist. I'm not happy.

[Tabbyw7124 · Accepted solution]

I finally fixed it! I have found that if you do the chat option with customer service, it's super easy and you get your problem taken care of right away. Anyways.... What I had to do with mine was update my IOS on my iPhone, uninstall and reinstall Fitbit app, reset my Fitbit and set it all up again. It took a few minutes on the screen that said "finishing up" but once it finished, the time was right and all is working correct again. I did notice that my Fitbit hadn't synced since Thursday which I believe is around the same time the iOS update came out so I wonder if it had anything to do with that?

[Goldstar25]

Hi

Thanks for the suggestions.

I have removed the app from the laptop - reinstalled it - and reset the device again.

But still not working.

[olee22]

I wonder if your problem goes away. Our devices have this problem: when finally they sync, then they won't sync again for days. And they start to lose time. When finally they sync, the time is correct. But then the problem restarts...

[Tabbyw7124]

Have you tried setting it up with your mobile device?

[Tabbyw7124]

I hope it doesn't happen again 😞 I will definitely get back on here and tell you all if it does

[olee22]

I tried several times/days with the mobile device, or with the PC via bluetooth 4.0 on the PC or via the desktop app and the dongle on the PC, it's all the same. I'm just tired of the stupid uninstall-reinstall, turn on-off the bluetooth, reboot the phone, reboot the PC advices of the support. This is stupid, I have wasted countless hours on troubleshooting, which I could have used for exercise, or just to watch a movie.