Suddenly stopped syncing

[Mrsmrs12]

Anyone else having this problem? My Fitbit was syncing just fine a couple of weeks ago. My phone did have an update which I didn’t update right away but it has suddenly stopped syncing up. So I updated my phone thinking that was it but no. Checked that my app was up to date which it was and have contacted customer support only to be ignored and I’m getting super frustrated. It literally worked two weeks ago. I’m now reaching out on Facebook to try to get answers but this is just eye roll worthy. Help! 

[macsihoe]

Thanks Glenys!

Where did you buys you fitbit?
Catherine ~

[caj4]

I bought it direct from Fitbit at the end of January.

Sent from my iPhone

[caj4]

Yes, I have been communicating by email for the past two weeks with the support team.

Cathie

Sent from my iPhone

[caj4]

Same with mine, lost count of how many times I have gone through all of these steps.

Sent from my iPhone

[macsihoe]

Ah.. This will be my downfall, I think. Sob
Thanks for the info.

[macsihoe]

Hmmmm. Not very impressive. A glitch worth fixing for their own reputation,
I'd think.

I'll try contacting them directly.

[caj4]

I have suggested that they replace it to the support team and they have said that won’t solve the problem! Think I need to start putting pressure on them now.

Sent from my iPhone

[caj4]

Absolutely, seems this is an issue for quite a few people. Either a glitch in the software or something else, not technologically minded but there is definitely a problem.
Good luck.

Sent from my iPhone

[macsihoe]

Once everyone starts sharing how disappointed they are, their sales will
drop and then they'll do something. Meanwhile, we're out of luck, I betcha.

Not good.

[macsihoe]

thanks for the good wishes!

[Rich_Laue · Accepted solution]

People are mentioning they are having issues but unless we know what type of phone, the best we can do is send you to the help docs. 

@caj4 removing a tracker from the Fitbit app and therefore the users account is the worst thing a user can do. It simply adds more problems to a tracker that isn't syncing. 

If the tracker has not been removed, we can concentrate on the sync issue. The app knows what tracker it is looking for. Once removed, we still need to fix the sync issue, then we can tell the app what tracker we want on our account. I'm not sure if Fitbit is able to attach the tracker back to the account, but that would be the best course. 

You probably been here but.. 

How do I set up my Fitbit device?

Why can't I set up my Fitbit device?

Why won't my Fitbit device sync?

There are several more steps that have been found to be helpful in Android like Clearing the Cache or stopping the app through the phones settings. Swiping off the screen will not stop the app. 

For now I suggest upgrading to Ver 3.5 if in android. Many have reported that this version has fixed their issue. 

[Pqr81]

Hello Rich; thanks for the message. I'm running a Motorola G5s, with the OS 8.1 Fitbit version 3.5. sadly I unpaired the charge 3 (which I bought from Currys PCWorld about 6 weeks ago. The charge 3 was fully charge this morning, but upon disconnecting it from the charger the display failed to work, and when I pressed the button the device started vibrating and wouldn't stop. I think it ran out of battery about 30 mins later.

I have recovered my charge 2; and paired that once more to use but I'm hoping you will have a suggestion soon.

Thanks

[Rich_Laue]

Hi @Pqr81 as for your Charge 3, your describing an internal problem and tje best course of action would be to contact Fitbit. 

[Mrsmrs12]

I have an iPhone 8 I want to say have tried to contact Fitbit help but have gotten no response. I updated the software for the iPhone thinking originally my software was out of date since I usually wait a week to update my phone when the new software comes out it wasn’t working on either versions of the software. Thanks for the help!

Sent from my iPhone

[caj4]

Rich_Laue- I have an iPhone 6 and software is IOS12.4.1 which is up to date.
It was desperation when I unpaired the Fitbit from the phone as that was the only thing I hadn’t tried but I understand why I shouldn’t have- yes, I have tried all the links on the guidance pages and these were sent again from the support team.

I now just want a solution to this as there is clearly an issue.

Many thanks

Cathie

Sent from my iPhone

[macsihoe]

I have an iphone 5S....

🙂

[ChrisFtBt]

I tried all of the proposed solutions, yet again, to getting my new Fitbit 3, Bluetooth communication, to re-establish with my mobile without any success. However, the issue has now been resolved. I returned the Fitbit to the store today and received a full refund.

[Carnby]

My Charge 3 also stopped working this weekend. I ended up fixing it. 

Symptoms:

• Galaxy S10+ Bluetooth no longer can connect to Charge 3. 
• Rebooting Charge 3 makes it visible to S10, but when attempting to connect it times out.
• Following previously advised troubleshooting steps did not resolve.

Solution: 

• Open Fitbit app, click on Charge 3 (in top left corner), and disable All-Day Sync. Minimize or close Fitbit app.
• Wait for Fitbit notification, "Fitbit Sync Service - Last Synced..." Select "sync."
• Fitbit app now launches. "Getting things ready for linking your fitbit." Do not click "okay" immediately. Wait for it to finish before clicking "okay."
• Charge 3 is now linked and synced to your phone.
• Charge 3 is now listed in the phone's Bluetooth devices.

What I found odd about the whole issue, that I had to use the Fitbit app to connect my Charge 3 to the phone, instead of using my phone's Bluetooth menu (where it would always fail.)

Hopefully these steps help some of you. Good luck.

[Rich_Laue]

@Carnby that is not odd, your tracker is a Bluetooth Low Energy device and why the Setup instructions mention that setup must be done through the app

I posted links to the setup procedure in my post above.

. There is nothing mentioned about using the Bluetooth of the phone. 

[hvymtlchik81]

I have had the same syncing issue for weeks now.  I run on Android (Moto Z3 Force), and I have to restart my phone a couple of times a day to get it to sync.