Connection issues with a new Charge and iOS / Mac

[SunsetRunner]

Really getting frustrated with trying to set up my new Charge with iOS devices and Mac. As I sit here now, I have an iPhone that 5 minutes ago told me I was connected, now it won't sync until I set up my Charge yet again. This is an endless loop! As for the two iPads I have, one would connect, but then wouldn't Sync and now keeps on telling me 'Searching'. The other iPad won't recognise there's a Charge nearby to connect to even when the Charge is dumped right on top of it! As for trying to connect and sync via the dongle on my desktop - I gave up on that. Sync Now and Open Main Menu are typically greyed out so there's not much I can do with that app. I've re-set the Charge around 10 times times to see if that works, uninstalled and downloaded the iOS apps, switched Bluetooth on and off. I'm pretty experienced with computers and mobile devices so know they can be a pain. But the Fitbit Charge is defeating my patience and ideas of what to try next. Sorry I bought it.

Is there a limit to the number of devices I should be able to connect to? Why is it so hard to accomplish what should be a basic for the Fitbit of being able to pair the Charge with one or more devices and that pairing is retained? Anyone out there who can suggest other fixes I can try, please? Many thanks in advance for your help.

If it helps, I'm using iOS 9.2 and El Capitan. The Charge is brand new, having arrived a few days ago.

[MarreFitbit]

Welcome to the Fitbit Community @SunsetRunner, hope you're doing great! 

I can try doing some troubleshooting here with you if you like, starting with the basics.

1. For your Fitbit One to sync, you need to have the MAC version of Fitbit Connect installed on your computer.
2. Then you have to have the fitbit dongle plugged-into a USB port on your computer, a port that is directly off the motherboard as opposed to a USB port on peripheral equipment (mouse, modem, printer...)
3. If you have an Bluetooth-enabled iphone or a smarphone close buy, turn off the Bluetooth signal as it might interfere with the dongle BT connection.
4. Are you using Safari as your browser? If not, which browser are you using?
5. I know you said that you just updated to El Capitan, but did you check for update - there was an update, 10.11.1 is the latest version.

On a side note, I'd like to confirmed that your both mobile devices are included in the list of supported devices? Have you tried setting up your tracker as a new device? 

Hope this helps! 

[SunsetRunner]

Hi, thanks for taking the trouble to provide a detailed reply - much appreciated. My answers are:

1. Yes I have.

2. Yes I tried powered hubs and ports on the Mac itself. 

3. Didn't try turning the phone's Bluetooth off as I didn't realise the dongle is so sensitive. I'll bear that in mind and have another go.

4. Yes, I'm using Safari but can use Chrome as well - does that matter please?

5. I think you'll find 10.11.2 is the latest version of El Capitan and I'm running that. I always ensure I have the latest versions of the OS as the updates often contain security imrpovements.

Side note - yes I tried removing the Charge and setting it up as a new device.

I'll have another go, but I read elsewhere that the best way is to pair the Fitbit with my iPhone anyway and not bother with the Mac / dongle approach. I don't know if that's the case or not.

Thanks again for your advice.

[MarreFitbit]

Thanks for getting back @SunsetRunner! I'd try setting up your buddy with your iPhone and they just try to sync with your Mac after the tracker has been linked.

If you still have some issues, I'd recommend getting in touch with Customer Support so they can give you a hand on this. Don't forget to mention all the steps you've done so far to avoid getting the same ones. 

Good luck! 

[SunsetRunner]

My buddy? You mean the Fitbit Charge? Anyway, yes, I won't be slow to contact Customer Support if I'm still having issues. Lack of persistence is not one of my character traits especially when the trackers are expensive pieces of kit.

Have a great evening!