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.

[MarcoGFitbit]

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

Thanks for your participation in the Forums and for bringing this to my attention. I would like to thank you for letting us know about the troubleshooting steps you've tried so far. Tell me, have you tried to restart your Charge 3 and your phone already? If so, I would like to suggest you to check the following:

• Make sure the latest version of the Fitbit app is installed on your phone.
• The software on your mobile device is up to date. To check, tap Settings > General > Software Update.
• Make sure there are no other Bluetooth devices around as they might interfere with the syncing process
• Check that your Fitbit device's battery isn't critically low.

If your device still won't sync, try these steps:

1. Force quit the Fitbit app. 
2. Go to Settings > Bluetooth and turn Bluetooth off and back on.
3. Open the Fitbit app.
4. If your Fitbit device didn't sync, restart your phone again.
5. Open the Fitbit app.
6. If your Fitbit device didn't sync, restart it one more time.
7. If your Fitbit device won't sync after the restart, log in to your Fitbit account on a different phone, tablet, or computer and try to sync.
8. If your Fitbit device still doesn’t sync, remove all other Fitbit devices from your account and from the list of connected Bluetooth devices on your mobile device and try to sync.

Now, if your heart rate is not tracking, please check that the lights on the back are flashing after restarting the Charge 3. If  not, please let me know.

I hope this can be helpful, give it a try and keep me posted in case you need anything else. 

[Stratty33 · Accepted solution]

Well I posted what works but they are deleting the posts. 

You have to restart the Fitbit. 

Basically, attach the power cord then hold the button down for 8 seconds. 

It still seems to be an issue they need to fix, but restarting it seems to be a temporary fix. 

[Johola]

This is what I have been doing basically, but the syncing seems unstable. Waiting for a fix! 

[Stratty33]

Later today after restarting it, I had another problem where it became unresponsive.

It looks like the original battery charge it came with that lasted me all week did not register a correct reading. Before it became unresponsive it was reading about 60% battery.

When it became unresponsive I decided to charge it up anyway & it just came back on and was showing only 20% battery.

It seems to me that the low battery I was unaware of, also caused the lack of syncing up.

I'm not sure, but I hope after a full charge, it will work as I'm expecting! 

Hope that helps someone...

Moderator Edit: Format.

[MarcoGFitbit]

Hello @Stratty33, I hope you're doing well, thanks for taking the time to reply. It's great to see you too @Johola, thanks for joining the conversation. 

@Stratty33, I appreciate you have shared your experience with us, I'm very glad that your device is working well after a full charge. If there's anything else I can do for you, please feel free to reply. 

@Johola, thanks for your participation in the Forums. If your device is still not syncing correctly, I would like to suggest you to set it up as a new device to reset the connection between the device and your phone. Don't worry, none of the information already in your account will be deleted. 

To set up your device as new:

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

[Johola]

Thank you for all your answers and responses. After I got tired of all the restarts and resets, I decided to send the device back as defect. They sent me a new one. Since today i am trying out. Let’s see if this has to do with the problem! I doubt that.

[MarcoGFitbit]

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

I appreciate you have come back and let us know you were able to return your tracker and get a new one. I sincerely apologize for the inconveniences this issue has caused you. If you have any more trouble with the new device, please feel free to reply. 

Have a great day! 

[Jusdebbie]

Nothing is working to get my charge 3 to sync. I’ve done all the suggestions other than to set it up as a new device bc I’ll lose all my data since it’s last sync about 24 hrs ago. Now what do you suggest?

[Johola]

To be honest.. I returned the device to the shop and got a new one. Since then somehow, sync has been working without any issues. I am only wondering about, why my steps are tracked while driving car..🤔

[MarcoGFitbit]

Hello @Johola, I hope you're doing well, thanks for taking the time to reply. It's nice to see you around too @Jusdebbie, thanks for joining the conversation. 

@Johola, I'm glad to know the replacement Charge 3 sent to you is working correctly. Please note that your device has been tested against driving, buses, trains, and other public transportation and should not give you extra steps when you’re traveling under normal conditions. On bumpy roads or in a car with a stiff transmission you may get extra steps. Though a few extra steps won't affect your trends, it's possible to log a driving activity and remove the steps from your account totals. For more information see How do I edit or delete Fitbit data and activities?

@Jusdebbie, I appreciate your participation in the Forums and for sharing your experience with us. I would also like to thank you for letting us know you've already tried the troubleshooting steps listed on this thread. At this moment, I would like to gather some information from you so we can check this situation further, please reply with as much information as you can:

• iPhone model you're using. 
• OS version running on your phone
• App version installed on your phone (go to Account > Help to get it)
• Charge 3 version (go to Account > Charge 3 to get it)

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

[HillClimb]

I think your proposed solution says it all. The Charge 3 sync doesn't work and your grasping at straws to try and find a solution, which if it worked (which it doesn't for most) only provides a temporary fix. Face facts and issue a product recall and admit that Fitbit has messed up. Stop wasting everyone's time with these pie in the sky workarounds. 

[MarcoGFitbit]

Hello @HillClimb, thanks for joining the Fitbit Community. 

I appreciate your participation in the Forums and for having shared your feedback about this situation. Please note that the information requested will be very helpful for us to determine what we should do next. Thanks for your patience and understanding, feel free to reply again with the information requested in my previous posts along with the troubleshooting steps you've tried so far. 

Thanks for your understanding, have a great day. 

[jorgenB]

Are you guys from FitBit serious about all these repetitive workarounds with reset, close BlueTooth, remove device and all of what is listed as a solution here???

Why not just admit that the Charge 3 model is a bad and error-prone model and fix it or send out a new model to all those unhappy customers that are stuck with this non-working product?  Why not show some serious quality attitude and keep your customers?
I’m quite convinced that you are about to loose many customers by this way of trying to help people fix this unstable product.

I miss my Charge 2, that’s for sure!

[MarcoGFitbit]

Hello @jorgenB, thanks for joining the conversation, it's great to welcome new members to the Fitbit Community. 

I appreciate your participation in the Forums and for sharing your feedback with us. Please note that we always provide basic troubleshooting, as it has been proven and confirmed by many users that some of the steps are helpful for them. If you're still having trouble with your Charge 3 and have already tried the troubleshooting steps on this thread and have already updated the firmware on it, please let us know so we can assist you further. 

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

[TARgeoegia]

Also having this problem. Tried all the suggestions. Nothing works

[Kermit63]

Apologise for the delay in getting back to you. I waited at least a week before being fully happy that my full reset had solved the issue. Alas key data was lost, which was unfortunate as I wanted to analyse the couple of days that I was ill

[Clearly97]

I have tried all of these steps,including a complete reset of the device, using three different devices, installing, uninstalling the software, etc. And all devices are compatible.  Bluetooth is seeing the device, but the device will not synch to any device. It seems like a fundamental software flaw.  I also purchased a Charge 3 for my husband for Christmas, I’m sending his back without even trying to connect his. I have far more patience than he does.  Interestingly, I got my daughter a Versa and she has had no problems at all. 

[TARgeoegia]

I had no problem with my Alta either.

Moderator Edit: Removed Personal Information.

[xenaFB]

I have a Charge 2.
It was not syncing after latest ios upgrade.

Last sync was 22hrs ago. Followed all troubleshooting suggestions. Still not syncing. Uninstalled, then reinstalled app. Seems to be ok now.