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?

[Tabbyw7124]

Lol I totally get that! It's super frustrating!

[arigyes]

*phew* it is good to know I am not the only one with this issue.

My Charge HR seems to have a mind of its own. I have tried reseting, I have tried deleting the app on my phone, i tried using a different device. 

Spent way too much time trying to fix this. *FRUSTRATING*

[MKeeney]

I was the biggest FitBit fan EVER until this same thing started happening to mine- time is wrong, icons missing from dashboard, not syncing with app or computer. Been a whole week now, and I've wasted way too much time trying to fix it. They (FitBit) need to own up to this issue and OWN it and quit asking us, their loyal customers,  to waste our time repeating and repeating the same "troubleshooting" on our end, when they know perfectly well this will not resolve the issue(s). About to go shopping for a Garmin Vivofit...

☹

[MKeeney]

I've done all this...twice! And still not working. Thanks for posting it though, and glad you got yours going again! 

[sugarlump1975]

Me too MKeenney. Was a huge FitBit fan, told everyone how amazing their products were and that the customer service was second to none, but I'm so fed up with these issues now I too will be shopping for a Gamin or Apple watch later this week. 

[arigyes]

spent the last hour chatting with a Fitbit agent. 

We went through it all again, restart fitbit, reboot iPhone. Switch bluetooth off, force quit the app, switch bluetooth on, open app. eventually we got it to sync. I really hope they fix this bug soon. 

It is way too annoying. 

[guynms26]

Amen Olee22!  Who's to say it doesn't start messing up again in a few days?  I finally got the time to correct itself the other day but now it's off again.  I finally got it to sync last night but now it's back to disconnecting and rebooting itself.  I'm not dealing with a $150 **PO$**.   I'm just glad it did it during the return window time frame.  It's boxed up ready to be picked up by UPS tomorrow to go back to Amazon. 

[MKeeney]

Exactly!

[MKeeney]

Here is what I just got after "chatting" with a guy from support: 

Alex: Okay Mary, we have been having this issue with other trackers as well and we have an special team that is taking care of this issue so I will need to escalate your case to them, so that they can provide you with a definitive solution.

[guynms26]

If and when their 'special team' get this worked out, I may order a new one but until then I'm good without having one.  I may even look at another brand all together. 

[mb1501]

Thank you so much ! 

I put my Fitbit on this morning after about a week of not wearing it and it was displaying the wrong time and my data wouldn't sync across. 

I did what you suggested and now I have the correct time ! Sadly I lost my data from my morning activities but I guess that's just motivation to move more this afternoon! 

Thanks again ! 

[laser598]

I agree with your comments (Olee 22 and others). I think Fitbit needs more help on the front line. Nobody is backing them up and they resort to the reboot, reset, spin-around response which is all they are being given by the engineers and developers.They need to provide some cogent, respectful comments and advice about the fundamental problems they are having and how they plan to address them. I feel like we are being abused, and I'm keeping track of the product return window. 

[MKeeney]

Very well said.

Sent from my iPhone

[suzieyates]

I have had the same trouble with mine. Was working great for ages and then suddenly stopped tracking sleep and syncing. I have tried to reboot but no different. I will try to uninstall and if this doesnt work then I will give it a couple of weeks to see if the problem is solved otherwise take it back.

[Maya2727]

Mine still wont fix

[pldpld]

Hello - I wore my fitbit all day and I will see how it goes. I started
logging food and water and think I might like that, so will stick with the
Charge HR a

little longer to see if it works out. I have a couple replies:



Tabbyw7124 said "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"

Thanks for letting me know, when I have a chance I will contact them about
the problems I am having.



olee22 said "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..."

I have a feeling you might be right, so I will keep watch over it. Tonight
I do see statistics on my fitbit and they are synced and showing on my
dashboard (well some of the things are showing :{ -see below )

Tabbyw7124 asked "Have you tried setting it up with your mobile device?"

I don't have one that supports doing anything, a crappy cellphone. I use my
desktop computer.

MKeeney told us they "have been having this issue with other trackers as
well and we have an special team that is taking care of this issue so I will
need to escalate your case to them, so that they can provide you with a
definitive solution."

Maybe I can get put on this list.

suzieyates said "I have had the same trouble with mine. Was working great
for ages and then suddenly stopped tracking sleep and syncing."

So I am wondering if this is a separate problem than the time delay and not
syncing. My dashboard isn't being loaded with my heartrate data for any
graph and shows I did not exercise though I had the exercise stopwatch
on-off thing going according to the Charge HR itself. My heartrate, when I
click on the tile shows graphs for the week Jan 4-10 and under the headings
Last Week and This Week there is nothing. I cant seem to turn these two
back on though I left it uncharged many days last week out of frustration.
It also seems more sensitive as just trying to fit it on my wrist, it seems
to record Steps.

I have Version 36, does anyone know what the latest version is supposed to
be. My phantom 'Update Available' where I go in loops unable to do this
update may have something to do with the problem too.

Yikes!

[guynms26]

My version is 102. 

[MKeeney]

It looks like they may replace mine...but since it clearly isn't a hardware issue, not sure how that is going to fix things. Maybe just trying to placate me.

[pldpld]

Hi Folks - I have an update.  I did a chat with customer service and they had me download Fitbit Connect software and run it.  I did so and my Version became 102 like everyone else!  This may have solved a few problems.  I did realize my Activity Minutes failures were probably on me - it seemed like I was on the tennis courts longer than I really was :}

All the functions I had enabled were working and showed on both the fitbit app on my windows desktop and on the fitbit dashboard hosted by fitbit - Except still no heart rate and no graphs! I tried all sorts of remedies on my own and nothing.  I also noted a red triangle on the Sync image in the upper right and a real quick error saying "Fitbit Base Station Initialization Error" but underneath I could see all the new data values being populated just not working was the heart data.  And I noticed the minutes since sync time were different between the app on my desktop and the dasboard on fitbit.com.  I don't know if that has anything to do with it.  Fitbit.com I think was more accurate. 

So sometime this mid morning all of a sudden the heart graph started working on the fitbit.com dashboard side!  And now - magically - hours later, just a minute ago while I was just reading something on the computer, no changes to the charger etc. , and the heart graph is functioning now and showing my heart rate live on my app on my pc!  If it all stays this way then I will like it.  I am starting to get used to the Charger HR and see how good it could be and with the graphs and all.

OK I think that I will just be patient.  I don't understand, only that the fitbit folks are probably repairing things on the other side.  Later

[laser598]

After review of my case by phone, Fitbit does not have a solution to the problem at this point. I will return my tracker (the second one with the same problem) to Verizon immediately since my issue is apparently not recognized and therefore there is no timeline for a resolution, and my Product Return window closes in 4 days. Fundamentally, the tracker loses time while being worn on the wrist. I sync to a windows 10 PC with no problem and the correct time is set at the time of sync. Thereafter, over the course of a day or so the tracker loses several minutes per day. Plenty of charge remaining on battery. Seems like a tracker problem to me AND it was repeated in 2 separate charge HR devices since I returned the first one to Verizon on Jan 17 with identical problems. 

I am very frustrated by my attempts to bring this problem to Fitbit's attention, and the lack of escalation the problem has received. The community is also expressing similar concerns and trackers losing time seems to be a problem for others. Perhaps only those with "sync always" set to their smartphones are immune to the time loss problem since synching does restore the correct time, but clearly is not something I do with my Windows based app.

Finally, nobody has asked for special handling of the return so that engineering can test the device - or the one returned on Jan 17 to see if there is a fundamental hardware issue. 

Good luck and farewell to the Fitbit Charge HR community