Syncing difficulties with Samsung Galaxy S7 Edge.

[KerriKat]

Hello!  My Charge 2 was not syncing to my Samsung Galaxy S7 Edge, so I tried the following:

Force quit then reopen fitbit app - It searches for the device, says "We found your tracker," then sits saying it's connecting for a while.  Eventually it goes to the screen that says "Not working?"

Turn bluetooth off and on - my phone can see the Charge 2 as an available device.

Reopen Fitbit app after turning bluetooth off and on - no change

I restarted the fitbit, no change

I uninstalled and reinstalled the fitbit app, no change.

I removed the fitbit from paired devices on my phone's bluetooth, no change.

Checked that my phone and all apps are updated, they were.

I do not have the Charge 2 paired to any other devices.  I do not have any other fitbit devices.  I have tried this steps multiple times in different configurations.  Is there anything else I can try?

Moderator edit: Subject for clarity 

[RicardoFitbit]

Hello @KerriKat thanks for bringing this to my attention, welcome to the Community Forums! 

Seems odd that you're experiencing syncing difficulties with your Samsung Galaxy S7 Edge, even more when such mobile device is compatible with our products and services, thanks for troubleshooting this situation prior to posting. To better assist you with this, can you please let me know when was the first time you experienced this and how many times since then? 

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 Android mobile device that's preventing the syncing procedure to be completed. Also, please try the below troubleshooting steps. I'm aware that some of them were already tried, however, the specified order is really important:

1. Restart your 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..
4. When the Samsung Galaxy S7 Edge 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 Charge 2 as a new device.

If by any chance the above steps don't resolve this situation, please try with a different mobile device or with a computer so we can determine if this is related to your account or the mobile device in use. 

Keep me posted. 

[JShaffer35]

For the last several weeks I've been having sync problems too.  I've done all of the restarts, turning Bluetooth off and on, etc.  It would sync for a while, then it would stop again.  This week I've been logging out of the fitbit app all day and only log in before bed.  It'll sync within an hour.  I have a Nokia running on Android-all systems are updated.  

[RicardoFitbit]

Welcome to the Community Forums @JShaffer35, my apologies for the delay in responding your post. 

First, I appreciate your effort and patience troubleshooting this situation prior to posting. To better assist you, can you please let me know which Nokia mobile device you're currently using? As it turns out, under our list of compatible devices with our products and services, I was unable to find any Nokia model there, therefore, seems that the device you're using to sync your Fitbit is not compatible. 

Because your Nokia is not currently listed as a compatible device with our products and services, you may experience certain connection difficulties with it. I'm aware that some users are and were able to use non-compatible devices with our Fitbits, however, we cannot ensure a proper function of all its features due to this compatibility concern. That being said, please give it a try to our help article: Why can't I set up my Fitbit device? and the troubleshooting steps that were posted above, and let me know how it goes. 

If by any chance you're still unable to use your Fitbit with your mobile device, I suggest you to try with a compatible device or a computer to avoid this situation.

Keep me posted. 

[JShaffer35]

It is a Nokia 6.1 running Android operating system. It has been working the last few days, except when I open the woman's health section, then it crashes. I can't log anything or even see my past data.

[RicardoFitbit]

Thanks for your reply and update @JShaffer35, sorry for the delay in responding your post.

Since your device isn't compatible and the steps above were already tried, can you please try with a compatible device instead and let me know if the issue persist there? This way we will be able to determine if the root cause is with your phone or the account itself.

Keep me posted. 

[JShaffer35]

It's now syncing a lot better than it had been, but it keeps crashing when I open the female health portion of the app. I don't have another phone, what other device should I try?
Thanks!

[RicardoFitbit]

Thanks for your reply @JShaffer35, my apologies again for the delayed reply.

Thanks for the details that were shared with me, it's nice to know that your device is syncing way better but sorry to know that the same situation is still occurring with the Female Health tile. As per previously mentioned, this inconvenience can be related to the compatibility concern of your Nokia device, therefore, once you are able to find another mobile device that's compatible, please let me know if the issue persist with it. 

Looking forward to your reply. Your patience is appreciated. 

[arufino1229]

I tried all of these and it still did not work. Help!!