Zip has stopped syncing

[stelzy]

I have had my zip for about 6 weeks and it has been working well, however it has stopped synching with my OnePlus phone .Bluetooth is on, the app is running in the background, I have uninstalled and reinstalled the app, I reset the zip and although it synced at that time it will not sync anymore.

Please advise on what I can do next.

Thanks

Moderator edit: Updated subject for clarity.

[YojanaFitbit]

Hi @Bluejeans42, nice to have you here. Welcome! 

Thanks for all the steps that you've tried with your new Zip. What model of the OnePlus family phones are you using? I'd like to check the basic things as you're having battery and syncing issues with it, please check the following:

Requirements:

• Phone should be a compatible device check our list of compatible devices
• For Android phones: to help improve the delivery, go to Notifications and make sure Enable Notification Widget is on. If you recently updated the Fitbit app, reboot your mobile device and try setting up notifications again.
• Make sure the Do Not Disturb setting on your mobile device is turned off because it prevents the device from sending notifications to your tracker.
• The software on your mobile device is updated. To check, tap Settings > General > Software Update iOS for Android  Settings > About phone > Android Version.
• If you use more than one Bluetooth phone, tablet, or computer to sync, the other one isn't nearby (or has Bluetooth disabled).
• Try with a new battery. Make sure that the little metal piece that makes contact with the battery is not bend.

• 

If the syncing issue remains with a mobile device I would recommend following the steps below:

1. Restart your tracker a couple of times and make sure that it is fully charged
2. Reboot your phone and check that you phone and Fitbit App is up to date 
3. Open Bluetooth Settings on your phone and delete your Zip from there (forget device)
4. Open Fitbit App > Account > Zip> Remove device (tap on the trash can in the upper right corner)
5. Reboot your Bluetooth and double check that it is not connecting from there
6. Force quite the App. Open it again Account > Set up a device
7. Check your phone Permissions and leave location on to keep syncing and getting notifications with your phone, for more info check these instructions.

Hope this helps, let me know if you have questions about it.

[stelzy]

I have already tried all those things. Reading all those instructions was the first thing I did. I did re-try removing my zip from the app and re-adding it and it will not even pair with my zip now. As I said earlier it had been working perfectly_ why has it stopped. When i try to pair with the zip in blueBluet settings it comes back with s message ”pairing rejected by zip".

[YojanaFitbit]

Hi @stelzy, thanks for getting back. 

I really appreciate the time you took in order to troubleshoot your Zip. Are you using the OnePlus One model? Fitbit trackers doesn't pair from the Bluetooth section since they connect directly from the Fitbit app. Although the Bluetooth has to be on to sync with your Zip. I'm not sure why it was syncing before, but if you already check the updates and the steps here; we might have to check with our support team. 

Please keep me posted.