Charge 2 not syncing with iPhone 6

[tina8818]

On my fitbit last night (11 pm UK) I noticed an update was available so duly accepted the update.  This morning it will not sync with the app at all.  I have followed every instruction to re-set twice (very frustrating turning everything on, off, re-setting fittbit etc etc), but still not syncing.

My question to the fitbit moderator is : is there a known bug caused by the new update?

Surely its not a coincidence that the first time in nearly 3 years, my fitbit is not syncing?

Moderator edit: updated subject for clarity

[LizzyFitbit]

Hi @tina8818. Welcome to the Community Forums! I'm sorry for my delayed response.

I'm sorry that your Charge 2 isn't syncing correctly with your iPhone. Thanks for sharing more details of this issue, as well for the steps tried prior posting. There are some factors that may prevent your device from syncing and to investigate what might be causing this, please verify the following details:

• The software on your iPhone is up to date. To check, tap Settings > General > Software Update.
• Your Fitbit device and phone are within 20 feet.
• To avoid any interference, turn off other Bluetooth connections when not in use.
• If you use more than one device to sync, make sure the other device isn't nearby.

If those conditions are met, please try the following troubleshooting steps:

1. Remove your device from the Bluetooth settings.
2. Turn off the Bluetooth.
3. Force quit the Fitbit app an reboot your phone.
4. Turn the Bluetooth back on, open the Fitbit app and try syncing one more time.
5. If it's able to sync, tap on the Account icon > Charge 2's image > Notifications.
6. When prompted, proceed to pair via Bluetooth.

Give it a try and let me know how it goes.

[tina8818]

Thanks but I’d done all that as per your help page for over 3 days. Lo and behold, this morning, without doing anything, my Fitbit is syncing with my iPhone. It’s no coincidence surely that this happened after a Fitbit update I did on Thursday. If this was a known glitch why didn’t Fitbit advise as such ?

Sent from my iPhone

[tina8818]

PS : I clicked on ' accept solution' in error.  You didn't actually answer my question and it would appear you didn't read it either as I'd already explained I'd carried out all the instructions on the Help Page

[LizzyFitbit · Accepted solution]

Hi @tina8818. It's nice to see you here again.

Thanks for getting back, and I'm sorry for the inconvenience with my previous post. While you mentioned to have tried troubleshooting your device, I wanted to make sure that all the steps were exhausted before continue working on this. I've also gone ahead and removed the "accepted solution" label per your request. I'm glad that your device was able to sync correctly, and because this shouldn't happen with this update I'll recommend to keep an eye on its behavior. If this happens again, provide me with your the OS version running on your iPhone 6 as well the error message displayed when trying to sync.

Keep me posted.

[Gimagee]

I have an iPhone 6 Plus. I have updated the software on my phone, updated the app, and my charge 2 will not pair in Bluetooth. I have done all of the above. Turned off Bluetooth, turned off phone, turned phone back on, turned on bluetooth. Still searching. 

I also have the  app on my iPad and it finds it and updated the Charge 2 and synced for me. It’s just my phone that is not finding it. And of course I’m missing my notifications 

[tina8818]

Thanks, all good now thank goodness 

[tina8818]

Mine is finally OK now.  Did you re-boot your Charge 2 as per the help instructions?  Maybe it's a glitch with the update and its affecting different countries at different times.  Hope you get it sorted soon

[LizzyFitbit]

Hi @Gimagee. It's nice to see you on board. @tina8818, it's great to see you here!

@Gimagee, thanks for letting me know about your Charge 2, as well for your efforts while trying the steps posted above. Since you mentioned to have an iPad, did you try removing the Charge 2 from the iPad's Bluetooth settings and then turn off the Bluetooth? I'm asking this as if you had both, iPhone and iPad with the Bluetooth enabled, the Charge 2 may have difficulties to choose one device in order to sync. Please make sure to proceed with the pair process via Bluetooth just with the Fitbit app on your iPhone.

@tina8818, thanks for keeping me updated and I'm glad that everything is working correctly. You did a nice job and I appreciate your help! 

See you around!

[tina8818]

No I dealt with it from my iPhone. I keep bluetooth off on my MacBook Air unless I need it.