Syncing issues with Charge 3

[cajordan79]

I have a Charge 3, only for 6 weeks now and it was working fine.  Now that their app and my iphone has updated, they won't sync with each other.  I have read every **ahem** topic on this I could find.  I have restarted my iphone, rebooted my Charge 3, uninstalled my Fitbit app and reinstalled to make sure it was the latest version, I even wiped my Charge 3 back to factory settings and nothing.  And yes, I made sure my phone wasn't conntected to any other bluetooth devices.  It won't show up on my iphone, laptop or my husbands phone (not iphone).  The app finds it, but it won't connect.  And, after all that, it's now in a different time zone and is about 5 hours ahead of my time.  I'm beyond frustrated.  Someone please tell me there is a fix for this.

Moderator edit: format

[JuanJoFitbit]

Hi @cajordan79, welcome to our Fitbit Community. I'm sorry to hear about the syncing issues that your Charge 3 has experienced. I totally understand how you feel about this and I appreciate the time spent trying to get this issue resolved before contacting our forums.

I'd like you to try a long restart. To do so on your device, follow the steps below:

1. Connect the device to the charging cable. 
2. While the device is plugged into the charging cable, press and hold the button down for 15 seconds. 
3. The device turns on and shows a battery icon. Two vibrations occur: first a short vibration, then a medium vibration. 
4. The device turns off.
5. The device turns on and shows a progress bar and short vibrations occur. The progress bar completes. Note: A total of 7 short vibrations occur. 
6. Remove the device from the charging cable. The device shuts down.
7. Important: Plug the device into the charging cable again.
8. Try setting up your tracker from scratch.

Finally, in case the syncing issue persists, try the troubleshooting steps that are listed in this help article. This article contains steps that you already tried but you can skip them and proceed with the rest.

Keep me posted on the outcome.

[cajordan79]

How do I hold the button down for 15 seconds consistently?  It’s very touchy and it keeps vibrating multiple times right when I push it down (like I’m pushing it down and releasing over and over). When I do hold it down long enough, it just does the standard reboot with the smiley face.  Is there a trick to holding that button down?