Fitbit Zip problems

[SuziSenior]

Hi, I'm hoping someone can help me. I've spoken to support who just keep sending me the troubleshooting steps but I'm still having major problems.
My zip suddenly stopped syncing. I have tried logging in and out, reinstalled the app and have tried on several different devices. My main device is a Samsung a3 which has always worked until last week. I've now tried windows 10 and Ipad but it just can't find my zip. I disconnected the zip and now it won't reconnect at all. It says it's found my zip but it can't connect. (That's on all devices I've tried.) I've changed the battery and tried to get the zip to reboot too but when I normally do this I see a code on the screen followed by the smilies etc. This time it goes straight to calories. The display is working fine, I can tap through all the normal screens but it's got totally the wrong time showing and doesn't always change to 0 at midnight. I haven't been able to get this to work properly for nearly a week.
Have I bust it? It's a bit scratched as my kitten likes to steal it (weirdly he is drawn to it and if I leave it accessible he grabs it) I've also got it slightly wet.
I'm just asking if anyone else has got any ideas of how I can get this unit to work. I'm reluctant to buy a new one as I've also been told my phone isn't compatible now and I don't have regular access to the other devices I've mentioned.
Any help greatly received.
Thanks Suzi

[SunsetRunner]

Kittens are weird. Can't help you with that problem 🙂

I think your phone is compatible, and will continue to be compatible. I am running Fitbit Connect on an old Galaxy Tab 2 10.1, Android 4.2.2, from April of 2012, and it still works fine. Your phone is relatively modern, from December of 2014.

Did the kitten ever crack the case or display, or open the Fitbit up? If not, I don't think kitten can be blamed. Zips are pretty tough devices.

How long have you had the Zip?
Are you in the 45 day warranty period?
Are you in the one year warranty period?

I have a bunch of specific Zip/computer questions, though. Answer as many as you can:

1) on you phone, what version of Android are you running?
2) on your phone, do you allow google play to auto-update your apps?
3) on your phone, if you auto-update, is it wi-fi only, or any time?

This web page can help you answer those questions:
https://support.google.com/googleplay/answer/113412?hl=en

4) on your phone, what version of the fitbit connect app are you running (2.15.1?)

5) on your Zip, what version of firmware are you running?

The version number is the first thing the Zip displays when you put a battery back in, before the smilies.

6) On the iPad, what version of Connect is running?
7) On the iPad, have you ever in the past successfully synced your Zip?

😎 on the Windows 10 machine, what version of Fitbit Connect is running?
9) on the Windows 10 machine, did you use the little USB plugin that came with your Zip?
10) on the Windows 10 machine,  have you ever in the past successfully synced your Zip?

[RobertoME]

Hello @SuziSenior, welcome aboard to our Community and I'm sorry to hear your Zip is not syncing. Also @SunsetRunner thank you so much for helping on this, actually these are great questions to find the source of the issue. 

Since on the original post @SuziSenior you mentioned about contacting support, I took the liberty to reach them and according to the information you sent to them along with the details you provided here, It seems your tracker is not pair to your account. Which will explain why your timezone is not correct and is not resetting at midnight. So beside the details requested above I will add to the help to try to pair your tracker again with your existing account.

Keep in mind it has to be with a supported device. In either case, I shared a post a while ago with the steps to pair your tracker using your same account. Please take a look at this link for more information.

Lets try this and let us know how it goes. See you around!

[SuziSenior]

Hi,

Thank you so much for getting back to me. Yes, the kitten is weird but we do love him!

Please find my answers below!

How long have you had the Zip? It was a Christmas present this year so it is 9 Months old.
Are you in the 45 day warranty period? No
Are you in the one year warranty period? I don't know as didn't purchse this Zip

I have a bunch of specific Zip/computer questions, though. Answer as many as you can:

1) on you phone, what version of Android are you running? 5.0.2
2) on your phone, do you allow google play to auto-update your apps? Yes I do.
3) on your phone, if you auto-update, is it wi-fi only, or any time? Wi-Fi Only asd I never turn my data on but I have tried to get the Zip to connect using both.

This web page can help you answer those questions:
https://support.google.com/googleplay/answer/113412?hl=en

4) on your phone, what version of the fitbit connect app are you running (2.15.1?) 3.9

5) on your Zip, what version of firmware are you running? I can no loger see this. When I take the battery out no code is displayed and it goes straight to smilies.

The version number is the first thing the Zip displays when you put a battery back in, before the smilies.

6) On the iPad, what version of Connect is running?  3.9
7) On the iPad, have you ever in the past successfully synced your Zip? No, I only got the app when the zip started to not sync with the phone. I have never been able to pair it of sync it with the Ipad.

😎 on the Windows 10 machine, what version of Fitbit Connect is running? Latest version available as I downloaded it to see if I could get the Zip to work.
9) on the Windows 10 machine, did you use the little USB plugin that came with your Zip? Yes
10) on the Windows 10 machine,  have you ever in the past successfully synced your Zip? No, I have never used it before. I have tried on 2 different windows 10 machines.

Thank you so much for your help so far.

Suzi

[SuziSenior]

Hi,

I was advised by support to remove the device and re add it. Now I cannot get it to re-connect with any of the devices I have tried to use hense there is no Zip paired to my account!

I have tried on several different devices to get it to see and connect to my Zip.

Thanks

Suzi

[SuziSenior]

Sorry, you also asked what damage the kitten had done. He has scratched the screen with his teeth but you can still see the numbers and in the top right hand corner he has put a tooth into the plastic so there is a pin hole but I don't believe that it has gone all the way through to the screen.

[SunsetRunner]

Hey Suzi. That 3.9 that you reported for your Fitbit connect version number (which I am pretty sure you got from the Google Play app), is actually a rating. To see the version number, use the Settings app, and then the Application Manager, and then pick Fitbit Connect. It'll tell you the version number. I don't think it'll help, though. Different versions of Android support different versions of the app. The fact that you can't find your tracker on two other platforms, windows and apple, makes me suspect that the hardware is damaged. I don't think two fitbit Connect installs failed on the windows device and the ipad. The software is not that unreliable. That toothhole in the case: is it in the clear part over the display, or in the black part of the case? Was the fitbit still working the first time you noticed the toothhole? Did the fitbit stop working soon after you noticed the toothhole? The best test would be to find someone who has a working fitbit and app, and sign them out, and sign in yourself, and check to see if it can see your Zip.

[SuziSenior]

Hey,

Thanks for the reply. The version of the app is 2.32.

The tooth mark is on the front top right as you look at it. It was working for a couple of weeks after he did this.

I suspect it is a broken unit but want to cover all bases before I purchase a new zip.

Thanks Suzi.

[SunsetRunner]

I was writing a long reply, but I noticed that there is a NEW version of Fitbit Connect available at the Google Play store. It was just released TODAY, September 6. Go ahead and delete the app from your phone, and re-install this newest version. Make sure your bluetooth is on and your wifi is connected (or turn on your device data). Sign into your account from the Fitbit Connect App, and see if it can see your tracker. Could you report back on the version number of the new Fitbit Connect?

[SuziSenior]

Hi,

Thanks for that. The version I've just downloaded still says 2.32.

When I go to add device it says it's found my zip. It then tries to connect to it but can't. Just get a not working notice come up.

I'll see if I can find the newer arrived
Thanks Suzi.

[SuziSenior]

App! Not arrived.

[SuziSenior]

Just Uninstalled the app again and had another look at it. Google play is still only offering the 2.32 version from 22 Aug 16. I can't access the next version up it would seem.

[SuziSenior]

Pedestrian.

I'm trying to reply to your message but it won't let me. 😦

[Ozzie65]

Hi @SuziSenior - It appears that you are still within the 1 year warranty period. You have done a lot of troubleshooting and it seems that you are still unable to connect your Zip. I would get back in touch with support - help.fitbit.com - I am guessing that your tracker is faulty. Good luck!

[SuziSenior]

Hey, thanks for that, I'm waiting for a reply from them. I expect as it's scratched they'd says it's damaged but I'm giving it a go! I'm going to purchase another one from them and if I still can't get it to work I will return it. Is so frustrating.
Suzi

[Ozzie65]

I think that since display it still working, the scratch really isn't the issue... But not my call!

[SuziSenior]

I've got my fingers crossed!

[Wolke]

Suzie, I have the same issue, were you able to solve it? If so, how? Thanks much, Wolke

[SuziSenior]

Hi Wolke,
I'm going to pm you.
Suzi

[RobertoME]

Hi there @SuziSenior and  welcome aboard to our Community @Wolke. 

@SuziSenior were you able to received more assistance from our Support Team? 

I wonder how it goes for you @Wolke? if you are experiencing the same issue, please refer to this post for more help in case you haven't tried these suggestions: Having trouble syncing? (here's how to fix this).

Keep me posted in case you need more help. I'll be around.