Tracker not found, unable to sync

[Heechan]

All of sudden ,I keep getting Tracker not found message and unable to sync. Charge 2 and my phone is LG XPower. Already restarted twice both Charge 2 and phone. I've used the same Charge 2 and phone for 6 month, this issue started last night.

[Yorkiefan]

Update Tues morning .... I still can't get my phone (Samsung note 3) to find my charge 2 and pair with it. However because I have made my phone available to local bt devices and even though when I search it doesn't find my charge 2 my charge 2 updates the app! So my phone DOES link with it😄! I have checked this numerous times and has continued working.

Don't know if this will work with anyone else but at least I can, now I have a simple solution, I just have make sure each time I sync that my phone is available to nearby devices  (I don't usually do all day sync, but tried that too, and it syncs 😃).

Hope everyone else gets sorted.

Regards YF

[xzhean]

Yesterday, my Charge 2 was syncing quite well.  Firmware is updated to 22.55.02.  It first lost the syncing capability for the heart rate, then the steps, then nothing would sync anymore!  I tried all the suggestions from basically every forum regarding getting the sync back up:

• Turn bluetooth off then on; unpair Charge 2
• Force stop Fitbit app
• Restart the Charge2
• Uninstall-reinstall app

I tried it on BOTH my compatible phones.  The data would not sync!  Plus I charged the watch, removed it from the cable at 100%; and the watch is now stuck declaring an 85% charge.

It's frustrating because I am trying to monitor my stats as I am attempting to get back on track with my health.  The biofeedback is pretty important for me.

[SGTMcClain]

I have been using a version if fitbit for the past 4 years and never had this level of issues syncing. I am using an iPhone 8 and I only seem to be syncing calories. Battery life is stuck at half,steps and sleep don't register at all. 

This issue just started on Sunday. 

[SGTMcClain]

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@Rich_Laue wrote:

Ill assume everyone above has an Android device? 

Have you restarted the Charge 2? 

Removed the Charge 2 from the phones Bluetooth settings? 

Cleared the fitbit's cache? 

Cleared unneeded apps out of memory? 

Killed the Fitbit app? 

Open Fitbit and tried to sync? If this fails, restart phone, I often then see that Fitbit synced 10 minutes ago. 

The steps above are extreme, most likely every step is not needed. When you find the ones that work, try them first should their be a next time. 

Also lets look at fitbits help docs if you haven't yet. 

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Nope iPhone 8

[MariamV]

Thanks for the update, @Heechan. Sometimes non compatible devices may meet all the requirements by the system allowing them to sync intermittently even when they are not listed. But, for example LG XPower is not supported yet and tested by our development team this connectivity may not always be successful.

@Channe That doesn't sound like expected behavior. Please make sure that your Fitbit app has been updated to its latest version. If possible, please attach a screenshot of your mobile dashboard.

@Yorkiefan, @xzhean & @SGTMcClain It's nice that the Community is growing. In this case, I'd like to know if you guys have tried the set up process (without un-pairing your Charge 2 trackers):

1. From the Fitbit app dashboard, tap or click the Account icon
2. Tap Set Up a Device.
3. Choose your Charge 2 and follow the on-screen instructions to continue.

If possible, please post me a screenshot of what you're describing. Looking forward to your new comments! 

[SGTMcClain]

I was able to fix the issue but there were so many things I did that I am
not sure which one of them ultimately worked... First I turned off
bluetooth and then reset my phone. While my phone was resetting I put the
charge 2 on the charging base and pressed the button until it showed the
startup screen. I then let the fitbit charge (no pun intended) until
completely full. After I confirmed that it was charged (sigh) I turned on
bluetooth again and it immediately synced and has been good ever since.

Before this nothing I tried would work... not uninstalling and reinstalling
the app, unpairing and repairing only worked for one or two syncs... But
maybe all of the things I did previously helped in so way I couldn't see.
I wish there was a way that we as customers could see some of the error
logs so that we would have a better idea of what was going on... or at
least an error code that matched with a help page somewhere since it seems
like some of these sync issues are caused by different faults and require
different solutions.
--

Nathan McClain
202-713-5995

[SGTMcClain]

@MariamV I was able to fix the issue but there were so many things I did that I am not sure which one of them ultimately worked... First I turned off bluetooth and then reset my phone.  While my phone was resetting I put the charge 2 on the charging base and pressed the button until it showed the startup screen.  I then let the fitbit charge (no pun intended) until completely full.  After I confirmed that it was charged (sigh) I turned on bluetooth again and it immediately synced and has been good ever since. 

Before this nothing I tried would work... not uninstalling and reinstalling the app, unpairing and repairing only worked for one or two syncs... But maybe all of the things I did previously helped in some way I couldn't see.  I wish there was a way that we as customers could see some of the error logs so that we would have a better idea of what was going on... or at least an error code that matched with a help page somewhere since it seems like some of these sync issues are caused by different faults and require different solutions. 

[Nutynutmeg]

This is not a phone issue. This is a bug on the Charge2 software that fitbit needs to fix. I have an Alta HR on another account on my other arm that syncs to my phone like it's supposed to. No restart, uninstall, reboot, cache clear, force stop, every time in an attempt to get a new sync going on the Charge 2. I don't want the alta hr, it doesn't do what I want but the issues every day multiple times a day to use a brand new Charge 2 are absolutely ridiculous. Supporting phones from 2013 makes no sense. People using trackers are tech types and will most likely have phones that are maybe 3 years old. But some of the android phones on your lists don't even have the most current version of the software and if your devices aren't compatible with them don't promote them as such. 

[Rich_Laue]

@Nutynutmeg are the two trackers on the same account? 

[Nutynutmeg]

No as said, I created a new account to set up the Alta HR. It synced all day just fine including text and all calls. Logged out and have tried the dance for three hours now to get my brand new Charge 2 to sync. It worked yesterday morning and not since and that took delete unload un sync multiple times. As much as I like the concept. I don't need a new phone old phone. There's no reason for user after user to have this issue.

[Sakaakir]

I have a Charge 2 that suddenly (the last month or so) has frequent "tracker not found" issues . My Motorola android phone is supported, updated and my Charge 2 has been linked to this phone for over a year with updated Fitbit app .

It is quite annoying and frustrating to have to reset, reinstall, etc etc multiple times a device that worked perfectly fine for a year . Please fix the bugs Fitbit!!! I love my Fitbit but don't need a fitness tracker stressing me out!!

[BrainWaveCC]

Let's be serious...   This is not an issue of incompatible devices, so let's not play that particular card.

These are devices that have been working *consistently* for months and months, but after a change *not* made by the user, there is now a problem.

Rather than deflection, we would appreciate some increased QA and remediation.   No one is looking to spend 10-20% of their day finessing technology that is supposed to just work.

[Rich_Laue]

With most people simply saying that they can't sync, with no mention of the phone type. It is hard to say what steps should be tried. 

Personally I figure a phone is compatable until proven otherwise.

If the phone use to sync then I assume it is comparable. 

With android phones having no standard for hardware. compatability can be a problem with drivers. 

As for. Quality Assurance. This i would think is beyond the ability of Fitbit users, who at best will be able to explain what has helped. Not knowing the type of phone does present a setback in receiving help. 

In general of my Samsung Galaxy S8 refuses to sync a restart of the phone does the trick, and since all android phones need to be restarted at least weekly this step is no big deal. If the phone restart does not work then the tracker restart does. The only time I have had to go further in troubleshooting was wjenwi had 4 tracker a connected to one account. 

[Sakaakir]

EXACTLY BRAINWAVE!! My phone has no problem with any other Bluetooth item NONE . NO issue with any other app. my Fitbit worked perfectly for a YEAR  until recently, now it can't be found while the wrist it's on is the hand the phone is in. My phone SEES it, the APP doesn't. 

Just so I don't get another reply saying it's my phone compatibility...

Moto G4 running on the latest Android build. Hey Fitbit don't go adding my phone to the incompatible list either, it's not on there

[Rich_Laue]

Fitbit being a low energy Bluetooth device is probably not like any other Bluetooth device that you have. 

It really doesn't matter if your phones Bluetooth sees the Fitbit tracker or not. The important thing is for the app to see it .Now if the tracker was manually paired to the phone. please tell the phone to forget it, manually pairing will prohibit the Fitbit app from seeing the Fitbit tracker. 

As for phones being or not being comparable. I assume that they are until proven that they are not. With many phones sharing the same hardware, there are more comparable phones than listed. I guess you missed that part of my answer. 

Another thing that causes problems is when a user syncs through two devices. If the tracker, lets say is connected to a tablet it will not be able to talk to the phone. The tablet will need to moved at least 50 feet away or its Bluetooth turned off. 

[Sakaakir]

I guess I miss read your post .after getting replies telling me to do what I wrote in my original post as soon as I see the word compatible I tune out .Even Fitbit support repeats the same script. 

I have done nothing  but follow the same old instructions.. uninstall, reboot, power off, reset etc

everyone misses the parts of my post that say it worked fine consistently for a year

[Rich_Laue]

I do understand that this can be frustrating. 

I'm not sure what everyone else says or what you have read. 

Removing the tracker from the Fitbit account will only add problems. 

Steps i have found that work with android. Which ever step works iItry first the next time. 

The normal steps 

Restart tracker and phone. 

Turn off any other device that is nearby and has been connected to your tracker or your Fitbit account. 

Remove the tracker from the phones Bluetooth. 

There is a discussion on why 3 restarts should be tried. simple answer because in spite of what Fitbit says the multiple restarts have been known to reset a hard lockup when one restart failed. However it will only work. maybe .if there is a true hardware lock up .

The not so common suggestions that have found to work are: 

Try both cellular and wifi 

Clear from memory unneeded apps. 

Clear the fitbits app cache .

Clear the Bluetooth cache. 

If you want to try setting up the tracker again. Choose the replace option. do not remove from your account. If the add option fails, the replace option will not remove the tracker. 

[Ardi]

Not syncing

[BrainWaveCC]

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@Rich_Laue wrote:

With most people simply saying that they can't sync, with no mention of the phone type. It is hard to say what steps should be tried. 

Yes, some people have not posted a ton of detail.   However, there are plenty who have -- enough that it should be clear that the probability stands in favor of a Fitbit problem vs an end-user problem.  Especially when even the most scanty reports manage to indicate that things were fine for months (or more) previous to the issue.

* Can't get a new tracker to sync to your phone or computer?  Quite possibly a compatibility issue, or maybe user error.

* Your 6 month old tracker suddenly stops synching with your 1 year old phone?  Hmmm...  A different answer is not only more likely, but better appreciated.

Now, is it possible that something could have changed on the user end?  A new phone?  A new phone update? A firmware update or patch from the phone vendor? Some new apps? Some app removal?

Sure... Any of these is possible -- even likely.

But, when multiple people, with different technical levels, all report a similar set of issues around a similar time-frame, across multiple platforms, then it becomes much easier to point the finger at the device pertaining to this forum, and not to the myriad of other potential sources.  And that's even more evident when the "solutions" to the problem focus on the fitbit tracker and its app (reboot it, reboot phone, unpair, re-pair, reinstall app) vs remediation of the phone and other apps in general.

And we have personally seen this issue across platforms (Windows and Android), and we know iOS users who have experienced it -- which again points at Fitbit.

Both of my sons have a Charge2, each synch'd up with their individual laptop running Windows 10.  (My wife also has a Charge2 and I have a Blaze).  My youngest began to have an issue with his device a few weeks back. We did all the fun reboot rituals, and sometimes it worked briefly, or only when no one was looking (e.g. you cannot get it to sync manually, but leave it for about 2-3 hours near the computer, and all of a sudden, it manages to get a sync done in there somewhere).

One son is fine.  We get the tracker to sync to my computer, where it works for 1 hour, then stops synching too.   He goes through all the fun of  reinstalling bluetooth drivers for the laptop, before he realizes that this is a much broader issue.   After 2 weeks of intermittent failure, it starts synching again on its own.

Now he has an Android Phone, and it took over an hour to originally get it to pair up and sync, but after that it is synching fine to both the phone and the computer.  We'll see how long that lasts.   His brother did not have those problems.

Yes, we know about about pairing the devices in isolation from each other.

For what these devices are used for, it would be nice to have some stability, and not have people who are "helping" suggest that it is primarily the user's fault, when even a cursory glance of the situation would suggest that it is not.

If Fitbit would quit the deflection, actually research the issue, and provide a reasonable timeframe for a long-term remedation of the problem, that would be much better than the current course of action.

Even when I generally like their products, I find it much harder to be sympathetic towards vendors who are losing marketshare because they can't manage to pursue basic customer service, and instead deflect blame to the customer.

[Heechan]

I completely agree with your analysis. Fitbit support should look into the root cause instead of blaming compatibility or user error. All they need to say is "we are investigating to provide solution". Not even one person from Fitbit said they are investigating. Without proper investigation, how can they tell us what is the cause ?