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?

[pldpld]

Hi laser598 - I do have "sync always' set on my windows pc. Maybe that is
really helping me out not see an underlying problem. I don't have a
smartphone. And the Charger HR seems to be working just fine this AM. I
don't wear it to sleep. And I wear it on my non-dominant wrist which I
believe is helping me avoid extra jiggling or motion that might falsely
record steps.



"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." Well you might be right about that
part (I used to be highest level tech support back in the day) and yeah, it
could be some problem with a chipset in some of the Charger HRs. I had been
thinking about that as my husband tried to sell some part that goes in the
fitbits and they chose another vendor, maybe there were runs of chips that
came out bad and could be identified by serial numbers or some such. I know
software but I don't understand the hardware part at that level so...



My husband got my Charger HR at Costco fyi.



Yeah Good luck to everyone --

[MKeeney]

Well, they shipped out my new Charge HR today. Fingers crossed. Interesting to read that it could be a chip in certain ones, but that seems unlikely since many of us reported zero problems for months and then suddenly things went wonky. So it doesn't seem logical that it's hardware. But I hope you are right because if so, a new one should resolve all issues.

Sent from my iPhone

[pldpld]

Hi MKeeney: You may very well be right about the below - I would hire you
for tech support J I am hoping too because I think this could be a really
good product that we all could like.



Well, they shipped out my new Charge HR today. Fingers crossed. Interesting
to read that it could be a chip in certain ones, but that seems unlikely
since many of us reported zero problems for months and then suddenly things
went wonky. So it doesn't seem logical that it's hardware. But I hope you
are right because if so, a new one should resolve all issues.

[Triciapop3]

I was still in the return window with Amazon. I and only had mine for 2 weeks when it started messing up.

[MelissaMomof3]

It apprears this issue is pervasive with the the fitbit Charge HR.  Please do tell how you were able to get them to refund or replace your tracker.  I am so frustrated and have tried calling, emailing, tweeting, and community boards to no avail.  I too had heard about how great their customer services is they are not even comming close to meeting any standard of customer service as far as I am concerned.

[Fit-dude]

After introducing the syncing issue with the fitbit community a few weeks ago I have been overwhelmed by the volume of fitbit owners who have and continue to deal with the problem. I have also been impressed by the volume of responses involving suggestions to assist in addressing the problem. With that said I think we need to simplify our concern. There have been a number of routes taken by owners to get the charge hr to finally sync. Often, this has to be done repeatedly as I have to do with mine (has not synced in 4 days). The reality of this situation is we all are going through processes over and over that are supposed to be automatic. Putting band aids on a problem is not a solution and is not acceptable. The cost and the marketing claims fly in the face of what we are dealing with. 

[l12604]

I too have had problems with my Charge HR since Dec 18th. Finally it synched and reset the time to be correct. Am I the only one that is appalled by the help page on this problem. Fitbit tell you how to fix it, which may or may not happen, and then warn that it could happen again and you should just keep working through their fixes!  When it does finally synch it screws up some of the data so any trends you are following are a joke! How does this company get away with selling a poor product with no acocuntability for it?

[paul_v]

I too had time and sync issues with my HR. The issue resolved when I "revirginized" my HR:

-1- first do a factory reset by plugging into the charger, then holding the button for ~8seconds... etc. Fitbit has this process documented so I will not go through it here.

-2- next (on my iPhone) open the Fitbit app, select the Charge HR, and then click "Remove This Charge HR".

-3- In Bluetooth connection settings, select the "i" icon for Charge HR, and click "Forget This Device"

-4- Now... setup you Fitbit as you would out of the box.

I've been problem free for several weeks.

[BiffMan]

Also try enabling call notifications within the Fitbit app:

https://community.fitbit.com/t5/Charge-HR/Charge-hr-heart-rate-sync-problem/m-p/1152064#M92925

With my Galaxy s5, I had tried resetting my HR, pointing to it as a new device, re-pairing it in bluetooth devices, uninstalling and reinstalling the app, but nothing worked until I enabled call notifications as suggested above.

Prior to v102, I was able to sync without call notifications on just fine.

[MKeeney]

Hello. I started with the live chat and escalated it from there. Mind you, I haven't received the new one yet and I'm not sure how it will even resolve the issue.

Sent from my iPhone

[MKeeney]

Exactly. So sad because FitBit was ground-breaking, and for me, life-changing technology. Hoping they resolve whatever went worm soon!

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[MKeeney]

Something happened on their end and I hope they can resolve it before we all just give up.

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[MKeeney]

I'm glad it worked for you. The same process did not work for me. But is does seem hit or miss and may work for others. I hope so!

Sent from my iPhone

[guynms26]

I did all of those steps and it never would finish the setting up process. It constantly lost communication with my phone.

[MaxV]

Hi

Same problem since mid-January.

I have my device since August and never had any problem, so my guess something global happnned, since it happens to everyone. May be this is some kind of Y2K issue - HR can not cope with 2016? 🙂

Lost communication with all devices - Iphone, Bluetooth on a laptop and the usb plug.

Tried to reset, reinstall software - same thing. It syncs randomly - once it works, next time it does not. Always shows the time of last sync (which is previous, not this session).

My feeling it is something to do either with the firmware or with the latest host software (windows, IOS, Android, etc.) The problem that with the new Windows 10 I can not go back to the old Windows 8 version of FitBit...

Good luck everyone, hopefully it will be resolved soon.

Max

[GMC1223]

I am having the same problem, not syncing and time is wrong. This is sooooooo frustrating. It gets half way through a sync and stalls, does not go any further. The clock doesn't display the right time, the date is wrong. All of the sudden this is happening, I did not have any problems before with it. I'm glad to hear I'm not the only one having problems with it. I wish Fitbit would fix the problem and resolve it. This is not a inexpensive product, I'd hate to think I wasted a $150.00 on this..

[pldpld]

Hi GMC1223 - Do you see error messages when you see that the sync stalls? I
captured a couple and are in a previous post -they come on the screen really
fast and I do sync over and over again to see them. Since my last update,
all had been working fine - except always having underlying red error symbol
up next to the sync symbol and these error messages but ignoring them -until
last night when syncing stalled as you describe and the heart rate was flat
on the fitbit.com dashboard, my windows pc app dashboard and for a bit
flatlined on the Charger HR on my wrist. And the sync time was way off and
not believable. After a good 20 minutes, sitting by the pc and reading a
book :} it fixed itself. Somehow and by magic.

[Goldstar25]

Hello all

Pleased to say my device is now working normally again! Hurray!

Thanks for all the sharing - it did help to know that I was not the one only with the issue, and for all the suggestions on how to resolve it,

Good luck with your fitbit's - and hang in there - a fix is possible, and well worth persevering 🙂

[MichaelGBaker]

I have been having the same problem. Now my account cannot be found. Very frustrating.
Tried contacting them to report it but cannot get through

[MKeeney]

Try live chat from the support page. That's how I got through.

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