Charge 3 is unable to sync.

[Johola]

iOS 12.0.1

fitbbit charge3

purchased 9.10.

initial pairing worked. Then connection lost, had to repair by deleting all data, then seem to work, again connection

UPDATE:

Lost, repaired, heart rate is not been tracked! 

Please update firmware. Otherwise tending to send the device in as defect!

Moderator Edit: Clarified Subject + Format.

[brentalex]

I spent about an hour on a chat session today with customer support. Tried many things. At the end, the charge 3 actually had the wrong time on it. No idea how that happened. They are sending me a replacement. 

[MarcoGFitbit]

Hello @Blueyes96706, @DrDredd, @brentalex @CFStracker, have a warm welcome to the Fitbit Community, it's great to have you on board. 

@brentalex, thanks for taking the time to reply and let us know you've contacted our Support Team and they will be sending you a replacement. 

@Blueyes96706, @DrDredd and @CFStracker, I appreciate you have let us know you've already tried to troubleshoot this situation using the steps listed on this thread. At this moment, I would like to suggest you to perform a factory reset on your Charge 3. Note that a factory reset will remove apps, stored data, personal information, credit and debit cards (for Fitbit Pay-enabled devices), and saved settings. It will also delete the information that hasn't been synced yet. 

To factory reset your device:

On your device, open the Settings app > About > Factory Reset or Clear User Data.

After performing a factory reset, you will need to set up your Charge 3 as a new device:

1. Go to the Bluetooth settings on your phone and check if your tracker is on the list of paired devices. If it is, tap on it and select Forget this Device.
2. 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"
3. Choose your tracker and follow the onscreen instructions to continue
4. When the app asks you to replace your current tracker, please replace it and continue with the process.
5. When a pop-up appears asking you to Pair your tracker to your device, tap on Pair and continue.

I hope this can be helpful, give it a try and let us know the outcome. 

[CFStracker]

Thanks for this. ( I had factory reset the device a couple of months back following an ipad software upgrade ) My tracker had also developed problems with the flights of stairs. I was doing 100 flights a day according to the yracker when probably doing 10 again this site fixes did not seem to have worked. I contacted my vendor who agreed a replacement. Hopefully this one will behave itself.

[MarcoGFitbit]

Hello @CFStracker, I hope you're doing well, thanks for taking the time to reply. 

I appreciate you have come back to us and let us know that you've contacted the vendor and were able to get a replacement Charge 3, I'm very glad, thanks for keeping us updated. 

In case you have some spare time, I would like to invite you to visit our Discussions board where you will find great tips and encouragement from other members and if there's anything else I can do for you, please keep me posted!

[Cally3]

My Fitbit charge 3 will not sync even though I've done everything in the trouble shooting tips...it's absolutely ridiculous this should happen 3 months after buying it..can anyone tell me why please? I've been without now for over a week and I'm in a charity challenge and this is not ideal 

[MarcoGFitbit]

Hello @Cally3 thanks for joining the Fitbit Community. 

I appreciate you have shared your experience and feedback about this situation. I would also like to thank you for letting us know the troubleshooting steps you've tried so far. At this moment, I would like to gather some information from you so we can check this further:

1. iPhone model you're using. 
2. OS version running on your iPhone
3. App version installed (go to Account > Help to get it)
4. Charge 3 version (go to Account > Charge 3 to get it)
5. Exact list of troubleshooting steps you've tried so far. 

This will be very helpful for us to determine what we should do next. Thanks for your patience and understanding, we'll be waiting to hear from you. 

[baccsurfs]

I have to repeat these instructions every few days with my fitbit charge 3.  It looks like I will just return it.  I gave Fitbit another chance as family members have such good luck.  This is the 3rd different device I have had and all of them had issues within 6 months of buying.  It seems for the price, they should work much better.  Support either gives useless advice using telling me to do things that I had already explained I have done.  Customer Service has become searching for key words and  cutting and pasting a response regardless if that advice is actually relevant.  I am disappointed because I have a Chronic health condition that requires meds 4 times a day and I rely on the alarms on my fitbit to remind me.  I also need to get up and move around hourly which is why I wanted a device that reminds me to do that.  Time to find a new company that offers a better made product!!!

[MarcoGFitbit]

Hello @baccsurfs, thanks for joining the conversation, it's great to have you on board the Fitbit Community. 

We really appreciate our members's input and feedback and I would like to thank you for yours. Thanks for letting us know you've already tried the troubleshooting steps listed here in order to make your Charge 3 sync. You're mentioning other issues with the Charge 3 such as alarms and reminders to move, since when have you experienced them? Would it be possible for you to reply with the following information?:

1. iPhone model you're using. 
2. OS version running on your iPhone
3. App version installed (go to Account > Help to get it)
4. Charge 3 version (go to Account > Charge 3 to get it)
5. Exact list of troubleshooting steps you've tried so far. 

This will be very helpful for us to determine what we should do next. Thanks for your patience and understanding, we'll be waiting for your next reply. 

[baccsurfs]

As I stated, I can get it to sync. I just have to go through multiple steps such as a force reset, turning off phone and back on, turning off blue tooth and back on, etc every 2-3 days. This is beyond frustrating and speaks of a product that has major flaws. I don't have an iPhone. I have an android phone and have this issue on my phone and on the Windows 10 computer app.

Barb [http://graphics.hotmail.com/i.p.emcool.gif]

Moderator Edit: Format.

[CFStracker]

This is what was happening with me - my android phone was unsupported so
fair enough but the iPad was what I was using. Because altimeter also at
fault I had a replacement. Good luck with yours

[MarcoGFitbit]

Hello @CFStracker and @baccsurfs I hope you're doing well, thanks for taking the time to reply. 

@baccsurfs I appreciate you have come back and provided some of the information requested. Please note that this board is dedicated to mobile devices running iOS. As you're currently using and Android device, please check if it's on our compatible devices list and go to the Android board, where I'm sure you will find more information about how to resolve issues based on your phone and Android version. 

Thanks for your patience and understanding, have a great day. 

[CFStracker]

Hi MacroGfitbit,
To clarify my previous post said I was using an ipod as my phone was incompatible.
Thanks
Sarah

[MarcoGFitbit]

Hello @CFStracker I hope you're doing well, thanks for taking the time to reply. 

I appreciate you have come back and I apologize for the miscommunications, the latest post was directed to @baccsurfs. I understand because your Android phone was unsupported, you were using an iPad but as the altimeter was not working correctly you received a replacement. I'm very glad.

Thanks for your understanding, if there's anything else we can do for you, please feel free to reply. 

[danmboze]

I have tried all your reset tricks and none of them worked.  Restarting the Charge 3, restarting my phone.  I deleted the app and reinstalled the app.  After all this, I read one post that said they removed the user data and it worked.  That, in fact, works.  Have you guys (at Fitbit) thought about memory issues?

I removed the user data and my phone suddenly recognized my Charge 3 without me having to go the process of setting up a new device.  Is there a process for deleting old data, or do you have a memory leak of some sort?  Something to consider.  

[MarcoGFitbit]

Hello @danmboze, thanks for joining the Fitbit Community, it's great to have you on board. 

I appreciate you have joined the conversation and let us know the troubleshooting steps you've tried and the steps you followed in order to resolve this issue on your side. Please note that removing user data and clear cache from the app only works for Android phones and in fact it's part of the troubleshooting when dealing with an Android device. However, these steps can't be done on an iOS device, which is why they're not included. 

Thanks again for letting us know your issue has been resolved, if there's anything else we can do for you, please feel free to reply. 

[danmboze]

I also was attempting to connect this to my iPad with the same results.
As soon as I deleted the user data both my Android phone and my iPad
recognized the Chrage 3 without having to re-set up the device on either
unit. So this tells me that your statement about not working on IOS
devices is not accurate. Something needs to be fixed here.

[MarcoGFitbit]

Hello @danmboze I hope you're doing well, thanks for taking the time to reply. 

I appreciate you have come back and I'm sorry for the miscommunication. Please note that iOS does not let you clean cache, the only thing you can try in iOS to delete cache from an app is uninstall it. 

Now when you mentioned, "user data" were you referring to anything specific inside the Fitbit app or was this related to the app settings in your phone? Would it be possible for you to reply with a screenshot? 

Thanks for your patience, we'll be waiting to hear from you. 

[danmboze]

I was referring to the "clear user data" on the Fitbit device itself. When
I cleared this data both of my devices spontaneously recognized the watch
without reinstallation.

[MarcoGFitbit]

Hello @danmboze I appreciate you have come back and clarified this to us. 

When you "cleared user data" from your device you performed a factory reset. A factory reset is usually very helpful in these cases, which explains why you were able to sync with your iPad and Android phone afterwards, as the factory reset requires you to set up your Charge 3 as a new device, effectively resetting the connection between the device and your phone/tablet. 

Thanks for taking the time to explain this situation, if there's anything else we can do for you, please feel free to reply. 

[dlspsu81]

So basically as I read your fix you are saying this is a phone problem and not a fitbit problem.  Great solution.