Flex not syncing

[graphicdesigner]

My 4-month old flex stopped syncing a week ago (9/24/16)—one day after the latest Fitbit app update. I talked to a rep who walked me through all possible fixes, cleaned, restarted, etc., but the phone app kept searching and could never find the tracker.

Fitbit sent out a replacement tracker and charger, which I received a week later (today) and exactly the same thing is happening with the new one. Contacted a rep, who had me delete the previous device from my account and try to install the new tracker as a new device, but the phone app just kept searching and searching and could never find it. Spent close to an hour online with rep, turned my phone off and on, restarted the tracker with a paper clip, turned off and on bluetooth, uninstalled and reinstalled the app. Nothing helped, so she ordered yet another replacement Flex to be sent.

So two different trackers, with exactly the same problem. I doubt it's a hardware problem. More likely a software problem related to the last app update, and I anticipate the same thing will happen again in a week when I receive the second replacement. I'm on an iPhone 5s, iOS 10.0.2. Any suggestions?

[RobertoME]

Hi there @graphicdesigner. Let me start by giving you a warm welcome to our Community. 

Indeed, the iOS update causes some glitches with the Fitbit app, however these issues were addressed with the latest update of the Fitbit app. From my point of view, if you recently installed the update of the Fitbit app. Try to log out and restart your phone again. Once your phone have loaded, log back in to your Fitbit account and try to set your tracker again.

1. On the Fitbit app for iOS dashboard, tap the Account tab.
2. Tap Set Up a Device.
3. Choose your tracker and follow the onscreen instructions to continue.

I've seen some users that by connecting the tracker to a USB port using the charging cable have helped to resolved this issue. Although if our Support Team decided to send another replacement, is because is the best option. So far there are no reports of a bug that could be affecting the set up process. 

If you have a computer available, you can try to set up your tracker though the Windows 10 app or the Fitbit Connect Software for PC or Mac, using the wireless sync dongle in the meantime.(Use the links to be redirect to the correct platform)

1. On the Fitbit app for Windows 10 dashboard, tap the Account icon in the top right.
2. Tap Set Up a New Fitbit Device.
3. Choose your tracker and follow the onscreen instructions to continue. Note that you cannot set up a Fitbit Surge with a device running the Fitbit app for Windows 10. If you set up the tracker with another device, you can sync with the Windows 10 app.

If you install the Fitbit Connect Software, follow this instructions to pair your tracker.

Hope these steps provide more help, let me know how it goes.

[graphicdesigner]

Thank you, Roberto. It was not the iOS update that caused this problem; the problem started before the iOS update. Rather, it appears that the Fitbit app update may have been the original source of the problem, since my Flex stopped syncing the day after the app udate. In any case, I have logged out, restarted the phone, reset the tracker, connected the tracker to USB with charging cable and tried to set up a new device etc., but nothing helped.

I have considered setting up the tracker through my desktop using the wireless sync dongle, but does  this mean the tracker would then only sync through my computer, not through my phone? If so, that would not be very helpful. 

[RobertoME]

Hi there @graphicdesigner. Thank you for letting me know this issue came even before the new iOS update. Well if you are able to use a computer, it will be a good way to test if the syncing capability of your tracker is working.

Regardless if you sync with a computer, you will be able to sync with your mobile device. Just remember to use the same Fitbit account you have in order to sync with different devices.

For more tips to troubleshoot syncing issued please visit this post: Syncing troubleshoot for iOS devices.

If this is not helping, I recommend to contact back our Support Team for additional help. Just let them know what you have tried so far so they can recommend the next steps and review more in depth this issue.

See you around, I'll be here is you need more help.

[graphicdesigner]

I’m happy to report that the second replacement tracker and charger arrived a couple days ago and everything worked/synced perfectly.