Charge 3 repeatedly failing to sync and not logging sleep

[Twister9]

Is anyone else finding since the new iPhone iOS release that their charge 3 continually fails to sync and is not logging sleep? I have tried all the steps repeatedly, have restarted it multiple times, it works fine for a day or two and then it stops logging sleep and fails to sync, and even when I restart it and it syncs ok the sleep log is lost?! It’s SO frustrating, why is this happening? Has anyone else had this? Is this an issue with the new iOS or is my Fitbit Charge 3 broken? 

thanks in advance for any help!

[SunsetRunner]

Hello @Twister9 

Welcome to the Fitbit Community. I see your having syncing issues. I have noticed this problem occurring quite often after that pesky iOS update. Hopefully I can help you with your syncing issue. I think your best course of action is to do a complete uninstall/reinstall of your Fitbit App. You will not lose data doing this. 

Here’s how:

1. Log out of the Fitbit app and force shut the app by swiping up

2. completely uninstall the Fitbit App from your device

3. now completely shut down your device and wait about 1 min then restart your device 

4. once your device has reloaded reinstall the Fitbit app by downloading it from the App Store

5. once it’s installed, log into your device as you normally would with username and password 

6. don’t touch anything in the app...just wait until you get a prompt from your Bluetooth.

7. When prompted by your Bluetooth tap yes 

8. now try to sync 

Doing this will give you the cleanest install and should repair your syncing time issues.

😃 Please let me know if this provided you with the best answer to your syncing issue. Keep me posted.

[SunsetRunner]

Hello again @Twister9 

😃 I just wanted to check back in with you to see if my suggestions did indeed resolve your syncing issue or are you still experiencing issues. Please keep me posted. 

[Twister9]

Hi MegaBite

thank you so much for taking the time to respond. Ive tried what you suggested, and a o far so good...I will keep you posted if it sticks! 🤞😊

[SunsetRunner]

Hello again @Twister9 

I’m happy your up and running! 😃 yes please come back and keep me posted. If you indeed find that I helped resolve your issue could you please tap “best answer” under my post containing the information/suggestions that helped you? It really helps other individuals who come here seeking answers to questions similar to yours. I’d appreciate it. Thank you.

[Twister9]

Hi MegaBite. Sadly today I find my charge 3 is back to producing no sleep log and failing to sync ☹️! I have repeated the steps you suggested with one amendment: I deleted the device from the list in the Fitbit app before deleting and reinstalling the app, then added my Fitbit as a new device...let’s see if this works 🤞

[Twister9]

Alas...while I seem to have fixed the “failed to sync” issue...I am still not getting a sleep log unless I restart the device, if I don’t restart it every day, then by the second night it doesn’t log my sleep! Does that mean my Fitbit is broken??

[SunsetRunner]

Hello again @Twister9 

No I don’t think your Fitbit tracker is broken but I’m wondering if it might help adjusting the sleeps sensitivity. You can try that out by going to your “online Dashboard” then tapping the wheel gear to the right of your screen. In the drop down menu tap Charge 3 then under sleep tracking change the mode from sensitive to normal.

Also your sleep is tracked by your watch while you sleep of course....but  it gets processed by the app (where all the complicated calculations are performed). Therefore, when you wake up, the watch will show sleep not tracked until you’ve had the opportunity to sync with the app. Once you have performed the sync and your sleep has been processed by the app perform another sync and it should show up on your Charge 3. I hope that makes sense 😉

[Twister9]

 

Thanks for the message. I’ll try changing my sensitivity, but when I say it’s not tracking my sleep what I mean is the app isn’t giving me a sleep log...when I sync the charge 3 with the app it tells me to wear my Fitbit to bed and doesn’t give me a sleep log or score...so I’m guessing this must be an app issue?

[SunsetRunner]

Hello again @Twister9 

It wouldn’t hurt looking to see if your Fitbit App has a new update. I know mine did yesterday. My newest version is 3.8.

[Twister9]

Hey MegaBite

Thanks, I have a feeling it updated last night, so let’s see if I get a log tomorrow morning!

Thanks for all your help!