Devices can't see my Charge HR anymore!

[lizrio11]

A few days ago, my Charge HR just stopped synching with my iphone 6. I reset the app and the bluetooth on the phone and it still didn't work. So I checked if my computer and wireless dongle could synch with it... it couldn't. I also tried restarting the Charge HR. Although the restart was successful, neither the computer nor the iphone could detect it. So I tried the factory reset, and although that was also successful, the computer and iphone still can't see it. When I ran through the factory reset, the error code that was displayed was 0x000D - I don't know if that is the code it is supposed to show, but I figured I would put it out there in case one of you smarter people knows what it means. Thanks for your help, I just want my fitbit back!

[SilviaFitbit]

@lizrio11 Welcome to the Community! Thank you so much for the troubleshoot that you've done. I haven't seen that error code before. I believe that your tracker got disconnected somewhere during the process that you've done. So, I would like you to try the set up procedure again this can be why your Fitbit Charge HR isn't syncing. 

In case the procedure posted above doesn't work. Then contact Customer Support so they can see what options they have for you. 

Hope this helps. 

[laygan]

My Surge has not sync since 1st July after updating the Fitbit app. I reboot all devices including download software to sync with Mac, no success.

[SilviaFitbit]

@laygan It's great to see you around! I'm glad to hear that your tracker started syncing again. Based in what you mentioned in this post.

Hope I can continue seeing you ! 

[Firatsarp]

@lizrio11 I am having same error while factory reset process... Cant pass ERASE process... My fitbit charge doesnt measure heart rate ,steps and also cant connect to app. I think it is broken 😞

[SilviaFitbit]

@Firatsarp Welcome to the Community! Are you getting the same error that @lizrio11 mentioned before which was 0x000D? Is your Charge HR's display working? Was it syncing before and just stopped? If you can provide me with more details, I'll further investigate it. 

Keep me posted. 

[42Wired]

I'm having the same issue with the same error code (0x00d). The display is working, but the battery suddenly started being depleted after a day's use and will not sync to any device I own (I have tried both mobile and desktop with different OSs). It took 2 tries to get the factory reset to take, but it still does not sync to any device. I was an early adopter of the Charge HR, and it worked fine right out of the box, so I know it worked with this firmware version.

The lack of the ability for any device to see the Charge HR and rapid battery drain, to me, sounds like an issue with the bluetooth hardware. I'm going to contact support.

[DerrickS]

@42Wired That's strange. Out of curiosity, what type of iOS device are you using and what OS version is it running (ie iOS 8, iOS 9.3, etc)?

I'd recommend re-pairing your Charge HR using the replacement setup process mentioned here.

This should help, but please keep me posted!

[42Wired]

I use Android 7.0 for my mobile device (which it worked fine with), and I've tried pairing it to desktop machines running Windows 10 and macOS 10.12 (Sierra). Unfortunately, I have already tried the replacement setup process. I was referred to Tier 2 support, and I'm waiting on them to get back to me. My money is still on a hardware issue. 😞

[GPSingh]

Were you able to find any solution. My ChargeHR suddenly stopped sync, I tried factory reset, set up as new device, logged out and deleted app and installed again but nothing is working out. Need your help.

Everything works fine but doesnt sync with the app

[MarcoGFitbit]

Hello @GPSingh, have a warm welcome to the Fitbit Community, it's great to have you on board. 

Thanks for bringing this to my attention, I appreciate you have let me know the troubleshooting steps you have tried so far. At this moment I would like to suggest you to update the Fitbit app if you haven't done it yet, then follow these steps in the following order:

1. Restart your Charge HR once again, only this time leave it plugged in and charging.
2. Make sure there are no other Bluetooth devices that might interfere with the syncing/setup process.
3. Make sure you have a strong WiFi signal.
4. Try to set up your tracker once again:
   • 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.
   • 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"
   • Choose your tracker and follow the onscreen instructions to continue
   • When the app asks you to replace your current tracker, please replace it and continue with the process.
   • When a pop-up appears asking you to Pair your tracker to your device, tap on Pair and continue.

It is possible that if you haven't synced or your tracker has not been able to link to your account in a long time you will be asked to update it, please proceed with the update but leave the tracker plugged in at all times. 

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