My Charge 3 is not syncing, wrong time and adds extra steps

[Ulaanz]

Hi Guys,

I am hoping someone can help me (and not a bot)

I have worked my way through every suggestion in this forum as well as suggestions from several other websites. 

Problem

Time not syncing on the fitbit + fit bit not syncing + random application of 50,000+ steps to a day: Started approximately a month ago before the last fitbit device patch

Solutiuons attempted - rebooted phone, rebooted fit bit, change setting on phone to be manual time zone, changed back.

After repeated attempts the devicxe randoml;y connected to phone and downloaded and applied patch. 

For approximately 2 days the time was correct and not other problems, then time started to drift again, steps being added again, fitbit stops syncing.

I have tried

Reboot phone/ reboot device, made sure both were on charge - multiple times

Rebooting device must be done from within the device software as pressing the button does nothing 

Tested other devices (non fitbit) connecting to blue tooth on the phone (successful)

Force device sync (no success) 

Turn blue tooth on and off and attempt re sync (no success)

Forget device in bluetooth - now device can be seen by bluetooth but the device wont connect to the phone

Forget device from the phone app - as device will no longer connect to blue tooth I can no longer connect to the device from the app.

So now I have a device whose time is 4 hours 41 minutes wrong, cant connect to the blue tooth on my phone, cant connect to the app on my phone, randomly adds 50,000+ steps to my day.

Any ideas other than return it? (its a year old and well looked after)

Moderator edit: updated subject for clarity

[EdsonFitbit]

Welcome to the Fitbit Community @Ulaanz.

I'm sorry to hear that your Fitbit Charge 3 is not syncing, not showing the right time and registering extra steps. Thank you for the information provided and for trying to resolve the issues before contacting us.

In addition to the troubleshooting steps you've performed, there are some other steps on this page that might help you out to resolve your syncing issues. Please make sure your Charge 3 is removed from the list of Bluetooth devices from any other cellphone before connecting to your current phone.

If this doesn't help, please set up your Charge 3 as a replacement device:

1. Tap the Today tab, and tap your profile picture.
2. Tap Set Up a Device.
3. Choose your device and follow the on-screen instructions to continue.

The clock should get fixed once the Tracker is synced, but if this is not the case you can manually correct the time by following these instructions.

To negate the extra steps, please visit this article, open the section "How do I delete steps and floors in the Fitbit app?" and follow the steps.

Whether none of this helps, please provide me with the following information:

- Do you have the latest Fitbit app version (Android 3.31.1 and iOS 3.31)?

- Is your cellphone part of the list of supported mobile devices?

- What is your cellphone OS?

- Have you manually logged any activity that could add the 50,000+ steps?

If you have any question, please let us know.

[Ulaanz]

Dear @EdsonFitbit EdsonFitbit thank you for your response. I have already tried all of the suggestions listed but I thought I would respond anyway. One point to make, it was working fine for approximately a year. Apart from standard OS/App patches nothing has changhed with the phone or device. 

Android 4XL

I have two devices showing as connected in the app:

Aria 2

Mobile track

• Your phone is running the latest version of Android OS. To check, tap Settings > About Phone or About Device > Android Version.
  Yes, my phone is set to autoupdate on release.
• Your Fitbit device is up-to-date. 
  Yes, I was unable to update further when the device stopped working. PS I cant see the device on the app now so I cant check it, the fit bit says 28.200001.88.11 
• The Fitbit app is up-to-date. 
  3.32 (20243531) the app is set to autoupdate on release.
• Your phone is connected to cellular data or Wi-Fi.
  Yes
• The Fitbit app is allowed to run in the background on your phone.
  Yes
• The Bluetooth setting on your phone is turned on. To check, tap Settings > Bluetooth.
  Yes
• You have location services turned on, and the Fitbit app has permission to access your location. 
  Yes
• If you use more than one phone or tablet device to sync, make sure the other device isn't nearby. If the device is nearby, turn off Bluetooth on it.
  Only use one phone
• Your phone isn't managing other Bluetooth connections. If you have multiple Bluetooth products like speakers or headsets paired to your phone along with your Fitbit device, you may have trouble using more than one at the same time. Turn off other Bluetooth connections when not in use.
  No
• Your phone doesn't have a syncing issue listed in (link removed)
  No
• Your Fitbit device is charged.
  Cant try to connect without it connected, so yes.

As an update.

After removing the device from the app and failing to reconnect it, I didnt look at it for a while (about a week or so?), then  I checked it and the app had an "unknown device" registered and connected. Excercise data was once again refreshing to the fitbit app and cloud. Thursday the 15th of October (about a week later) the data stopped. 

There is no longer an "unknown device" connected and data is no longer refreshing.

Tried to reconnect again this morning.

The bluetooth will find the device, but the pairing doesnt finalise and the pairing activity times out. 

[EdsonFitbit]

Thank you for the information provided @Ulaanz.

To evaluate this situation I created a case with Customer Support. Please check your inbox on the next days. They will let you know how to proceed as soon as possible. Thank you for your patience while dealing with this situation.

Please let us know if you have any question.