Fitbit Charge 2 Freezes and stops counting steps

[katy501]

 My Fitbit Charge 2 freezes and stops counting steps constantly. I have tried re starting it which works but only temporarily. There have been days where it has not counted approximately 1,000 steps. Other days it has been 300 to 500 steps. Sometimes when I re start it, it will work for a few hours then freeze again. It also seems to be happening more and more frequently. Is particular device just a dud or is there a permanent fix? There is no point to wearing this if it is not going to accurately count steps.

[MarreFitbit]

Hey there @katy501, it's nice to see you around the forums! Thanks for already troubleshooting this inconvenience. Nice way to go! 

Haven't experienced something similar with my tracker so far, but I'd recommend leaving your tracker charging around 1-2 hours even if it has power left, just to make sure the battery level is really high. Once the time has passed, let go for another restart by following these steps:

1. Plug the charging cable into the USB port on your computer or any UL-certified USB wall charger.
2. Clip the other end of the charging cable to the port on the back of the tracker. The pins on the charging cable must lock securely with the port.
3. Make sure the button on your tracker is aligned with the button opening on the charging cable. You’ll know the connection is secure when the tracker vibrates and you see a battery icon on your tracker’s display. Your Charge 2 will begin charging.
4. Press and hold the button on your tracker for four seconds. When you see the Fitbit logo and the tracker vibrates, this means the tracker has restarted.
5. Unplug your tracker from the charging cable.

Hope that helps, I'll be around, keep me posted! 

[katy501]

Tried tha solution many times. Did not help. Just contacted online support who suggested I set it up as a new device. Have done so. Will see if that helps. She mentioned that 'We currently have an ongoing issue with this. Our with this. Our engineers are aware fo the issue and are working hard to resolve it as quickly as possible'.





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[KTCWalker]

I am also having problems with my new Fitbit Charge 2 freezing up and not counting steps. I have tried moving it around on my wrist and changing how tight I have it. Neither helps, though it eventually unfreezes on its own. It is very frustrating.

[katy501]

I have set it up as a new device. Hopefully that resolves the issue. I was told that they are aware of the issue and that they are working on it.

[KTCWalker]

Thanks! I will try that.

[HeydyF]

Hey @katy501 and @KTCWalker, I will appreciate if you keep me updated about the results, guys. Also, you can take a look at the instructions in this post if you have doubts about how to set it up as a new device. 

Catch ya' later! 

[KTCWalker]

Hi!

I tried reregistering my Fitbit Charge 2 with your suggestion and so far,
it seems to have helped my freezing problem!

thanks

[HeydyF]

Thanks for your reply,  @KTCWalker and for taking the time to solve this issue by following the instructions that I posted above. Sounds pretty cool that it worked. This might help other users with the same issue. 

Let me know if you have further questions! 

[katy501]

Since I set my Fitbit Charge 2 up as a new device, I have not had any further problems. Hopefully it will continue this way.

[HeydyF]

Hey @katy501, I hope you are doin' well! Thanks for that update my friend. Sounds great that your Charge 2 is working fine now. 😉 If you have further questions or comments, feel free to keep me posted. 

Have a nice day! 

[Snowdrop87]

My Fitbit charge 2 has recently started doing this! However it does manage to unfreeze itself after a while but it doesn’t play catch up with my steps so records them inaccurately. Are there any new updates that would sort this or quick fixes to stop this from happening? I have tried resetting it and it still freezes. 

Thankyou 

[KTCWalker]

Mine still does this too, including not catching up when it unfreezes. I
don't know how often it happens because I've chosen not to pay that much
attention to my steps during the regular day. I'm most aware of my steps
when I am actually walking for exercise. I have a feeling this is a glitch
of the Fitbit Charge 2.

[HeydyF]

Hey @KTCWalker, I hope you are doin' fine! Ok if your Charge 2 seems to not be counting steps when it unfreezes, I suggest you to try to restart it. Just follow these instructions: 

1. Plug the charging cable into the USB port on your computer or any UL-certified USB wall charger.
2. Clip the other end of the charging cable to the port on the back of the tracker. The pins on the charging cable must lock securely with the port.
3. Make sure the button on your tracker is aligned with the button opening on the charging cable. You'll know the connection is secure when the tracker vibrates and you see a battery icon on your tracker's display. Your Charge 2 will begin charging.
4. Press and hold the button on your tracker for four seconds. When you see the Fitbit logo and the tracker vibrates, this means the tracker has restarted.
5. Unplug your tracker from the charging cable. 

Let me know how it goes! 

[KatG85]

Hi, I tried this and no luck 😞

it was weird…. It was working fine till midnight and  abuse I checked it at 1159 to see where I was finishing my day at, and I kept walking around the house and it never changed from resetting at 0… 

I tried the reset you suggested but nothing 😞 

and other suggestions?

[Nuyorker]

I have the same/similar problem.  A couple of times now the tracker freezes at 9,990 steps or so.  Today I tried the reboot trick 4 times because rebooting just once didn't do anything.  Neither did rebooting 4 times.  Software is at release 22.58.00.  The battery started out today in the 90% - 100% range. The step count didn't budge after all those restarts still sitting at 9,991.  My Apple device recorded over 200 steps while I tried to get the Fitbit over 10,000. The Fitbit didn't budge.  If experience is any guide, the Charge 2 will zero out at midnight and I can go through this frustration all over again tomorrow.

[mowgliswift]

A bit late on this but my charge 2 is doing this too! It stops counting steps randomly for a bit and then starts again but doesn’t catch up on the ones it missed. I tried resetting several times as well as re registering It as a new device; (after I had made my phone ‘forget’ it in Bluetooth settings as well as the Fitbit app.)

Not sure where to go from here as I actually haven’t even used the Fitbit that much and just started using it again the past month. 

Help!