my zip stopped syncing

[wilfred1]

All of a sudden my zip stopped syncing on Monday, Oct.24.  I saw where this happened to someone else  and they did an update which solved the problem but I don't see any place where to do an update. 

[Odyssey13]

Hello and welcome to the forums @wilfred1

You can learn more about updating the firmware here - click as well as some troubleshooting help for syncing.

Let us know what happens.

[SeattleDan]

I’m having the same problem.  Automatic syncing stopped a few days ago.  I’ve been using Fitbit Connect on a Windows 10 computer using the dongle and without the Fitbit app installed.  When the syncing stopped, I tried installing the app.  I was able to manually sync with either the dongle or built-in Bluetooth, but am unable to get automatic sync to work.  Finally, I turned on an older Windows 7 computer with an older version of Fitbit Connect installed, and it synced just fine.  The version of Connect that isn’t working for me on Windows 10 is  2.0.1.6782.  The version that is working on Windows 7 is 1.0.3.5512.  I’ve tried the steps on your troubleshooting page but they didn’t help.  My Zip’s firmware is up to date.

[RobertoME]

Hi there @SeattleDan, good to see you around. In order to sync with a windows 10 computer you need to have installed the Windows 10 Fitbit app and the Bluetooth setting is on.

Make sure Fitbit Connect software is not installed as this might interfere with the syncing process of the app.

A you might have saw on our help page, If your tracker is connected but won't sync, its possible your computer's Bluetooth signal is weak or temporarily compromised. Try plugging in the wireless sync dongle to sync your tracker with the app.

You can try also to remove your tracker from Windows 10, click, Settings > Devices > Bluetooth and remove any trackers paired to your device. 

Restart your computer or tablet running windows 10. Unfortunately, you may need to repeat this step a few times. Restarting multiple times has helped some customers resolve the issue.

You don't mentioned this, but I wonder if have you try to restart your Zip? If you haven't you can try this a couple of times too, which consist in removing the battery for at least 10 seconds. As a last resource, if the issue persists, please contact our Support Team for additional help. Just let them know all the troubleshooting you have tried, so they can recommend the next step.

Hope this information helps and let me know if you have more questions.

[wilfred1]

Yeah, it's working now. Not sure how, my daughter worked on it. I know she installed Bluetooth.

[SeattleDan]

Roberto, thanks for your response.  I’ve tried your suggestions and had mixed results.

Several family members have Zips and I want to use one computer to sync all of them to each person’s account. I had been using a Window 7 laptop running Fitbit Connect with a dongle and this had worked fine for several years.  A few months ago I switched to a Windows 10 laptop, also running Fitbit Connect with a dongle and with Bluetooth switched off.  This had worked fine for several months, until it stopped working last week.

Following your instructions, I uninstalled Fitbit Connect and installed the Fitbit app on Windows 10.  I removed the dongle and turned on Bluetooth.  I paired my Zip in the Bluetooth control panel.  I was able to sync, but it was unreliable.  I frequently had to re-pair my Zip and manually resync.

However, that all seems moot given that I want to sync all the household Zips.  From what I can tell, the standard Windows 10 / Bluetooth configuration will only sync my Zip, not the other ones.  To do that, I need to enable “Fitbit Classic Mode” and use the dongle.  Would you confirm that this is the case?

I have enabled Classic Mode and reinstalled the dongle.  I have turned off Bluetooth.  All Zips have synced, but I’m finding the regular automatic syncing to be sporadic.  So far I’ve left the Fitbit app running and when I open the window a sync happens.  When the window is minimized, syncs happen infrequently or not at all (I haven’t tried this long enough to know for sure).  Ideally, I wouldn’t have to keep the app running all the time, let alone leave the window open.  Can you explain how this is supposed to work?

[RobertoME]

Hi there @wilfred1 I'm glad to hear your daughter were able to sorted out this issue. 

@SeattleDan good to see you around and thank you for the update.

In this case if you have paired a tracker on your Fitbit Account is not require to paired again if you are going to use the Windows 10 app or other account. As long you continue using the same account you have been using all this months your information should be sync without the need of doing this process. The tricky part I would say, is to log out and log in from each account of your family members if you want to sync with a different tracker.

About your Windows app is only syncing with your Zip, is possible this is happening since is syncing with bluetooth, but try to log out and log in from each account. Although you can switch off the bluetooth and leave your dongle connected, since should enable to sync with multiple trackers as you mentioned, so I can confirm this statement of yours.

Now there is another difference between using the app and the dong vs using the bluetooth. If your tracker is paired to the Fitbit app, it syncs every time you open the app. If your tracker is paired to a computer with a dongle connected, it syncs automatically every 15 to 30 minutes assuming the tracker and computer are in proximity. So this will explain when you leave the app open it syncs automatically. With the Fitbit connect Software is different because the software is install on the root of the Windows OS and is running in the background, so everytime your information change, it will automatically syncs and not only your tracker but your entire family's Zips.

If the syncing process is not constant, I can suggest to take a look at this post for additional help: Having trouble syncing? (here's how to fix this).

Hope this helps and let me know if you have more questions.