Can't set up Charge HR back.

[Kathyjime]

My Charge HR stopped syncing Aug 31. I have followed advice from forum with no luck. So I removed the tracker from Bluetooth on my IPhone and tried to set it up again through the app. I get the code number, enter it but then I get the "problem communicating with your tracker" message. My Bluetooth can't locate the tracker. It's stuck at this point of the setup and keeps generating new code numbers. What now?

Moderator Edit: Clarified Subject.

[MarcoGFitbit]

Hello @Kathyjime, I hope you're having a great day, it's nice to have you on board. 

Have you tried to restart your phone lately? Since when have you experienced this situation? At this moment I would like to suggest you the following steps:

1. Restart your Charge HR, then leave it plugged in and charging
2. Restart your phone.
3. Make sure you have a strong Wi-Fi signal
4. Make sure there are no other Bluetooth devices that might interfere with the set up process. This is very important as other Bluetooth signals can make your phone lose the connection with the tracker even if you have already received the 4 digit code.
5. Open the Fitbit app and tap on the Account symbol at the top right corner of the screen, then tap on "Set up a New Device"
6. Choose your tracker and follow the onscreen instructions to continue

Please try these steps a couple of times and if you need anything else, please feel free to reply. 

[Kathyjime]

Hi Marco,
Thank you for trying to help. I followed the procedure you gave me several times. The first time I entered the code and it said "connecting to Fitbit" but after 20 minutes it never moved past that page. I checked the Bluetooth in my settings. It showed tracker connected. So I tried the whole procedure again. This time I had to put in 7 different codes because it was telling me there was an error connecting. Finally it got to the same page as before but didn't finish connecting. This time the Bluetooth didn't show the tracker at all. Then I tried using my computer. I turned off the Bluetooth on the IPhone, followed the procedure and got a message that maybe my computer couldn't support Bluetooth LE. That's all I could do on the computer. I've spent about 4 hours on the issue, and I've stopped wearing my tracker. It doesn't even have the correct time. Very frustrated.


Sent from my iPhone

[MarcoGFitbit]

Hello @Kathyjime, I hope you're having a great day, thanks for taking the time to reply. 

I’ve reached the limits of what I can do for you here on the public community forums, so I've reached to our Support Team in your behalf to look into this issue further and provide you with some options. Thanks again for your patience and working through these troubleshoots! Keep an eye on your inbox for next steps.

Additionally, if there's anything else I can do for you, please feel free to reply. 

[Kathyjime]

Thank you Marco.

Sent from my iPhone