Difficulties syncing device

[PeggyVandeperre]

Since the last update of the app a few weeks ago, the synchronisation works realy poorly. I a not amused by this. What can I do to fix this or what can YOU do?

Moderator edit: Subject for clarity 

[RicardoFitbit]

Hi @PeggyVandeperre, welcome to the Community Forums.

I appreciate all the information and details that were shared in your post. To better assist you with this situation, can you please let me know which mobile device you're currently using to sync your Charge 2? Also, when was the first time you experienced this and do you experience such difficulties every time you try to sync your device? 

If you haven't already done so, I recommend you to check how the syncing procedure works here and see if there's a missing requirement on your mobile device that's preventing the syncing procedure to be completed. Also, you can move forward to the troubleshooting steps that are specified on: Why won't my Fitbit device sync? and let me know how it goes.  

Keep me posted and let me know if you have any additional questions.

[PeggyVandeperre]

Hi, I just posted a new mail where I mention that I am not able to connect my charge2 to my phone, a samsung galaxyJ5, modelnr. SM-J530F.

I already tried everything and am very disappointed.

New mail: Since a few weeks there is a big problem with connecting the app to my phone. Nothing works as it should. I am not able to synchronise because thete is no connection. I tried everything that is me tioned to solve this problem but nothing seems to work. I am very angy because of this and also very disappointed. I already weare my fitbit for two years, day and night. Sometimes I get 1 synchronisation a day even though it should sync constantly, but now there is even no connection since yesterdaymorning. HELP to solve this problem. I am really not amused 

Moderator edit: Merged post

[RicardoFitbit]

Thanks for your update @PeggyVandeperre, my apologies for the delayed reply.

Since the steps from my previous post didn't resolve your syncing concern, please try the following steps and let me know if the issue persists:

1. Restart your Fitbit Charge 2.
2. Please on the phone, go to Settings > Bluetooth, and remove all the connections that exist with the device. (Forget device, ignore or unpair depending on the version of the operating system of the phone).
3. Turn off the Bluetooth and restart the phone. (Switch off and on again).
4. When the mobile device is back on, turn the Bluetooth on again but do not attempt to connect to the Fitbit from here.
5. Go on the app and try setting up the Fitbit as a new device. 

Keep in mind that the Samsung Galaxy J5 isn't listed as a compatible device with our products and services, therefore, you can experience some connection difficulties with it and your Charge 2. 

Looking forward to yur reply.