Issues syncing after updating to 13.4.1

[KateFitbit]

Update 5/15/2020:

Please follow the troubleshooting instructions suggested by our engineering team in order to resolve this issue:

1. Go into your phone's Bluetooth menu
2. Tap on the icon next to your Fitbit device
3. Press Forget this device
4. Re-open the Fitbit app and re-bond your device

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I've merged several reports together. We're currently reviewing reports on customers having issues syncing after updating to iOS 13.4.1. 

Please check out this article for iOS troubleshooting tips. 

Thanks very much for your reports. 

[Janborini]

They won’t do that for me even though I’ve only had my Fitbit for 6 months. They insist it’s not their problem and that it’s Apple, despite it affecting people with android phones.

Sent from my iPhone

[magicmum1]

Personally I can’t see that it is Apple because why is it that each replacement charge3 works perfectly for so long then goes into not sync mode . If it was Apple which my phone is (iphone8) surely it wouldn’t work when I got each new charge3 which as I have said sets up and syncs perfectly for a few months with no problems. I really don’t know what the answer is at times I have become really frustrated And cross with my charge 3 and I too haven’t had much success with Fitbit customer service having to wait over a week for a reply is not good enough and the reply received was just a generic answer and didn’t help my problem at all. Thinking when this new charge 3 goes on the blink which I know through experience that it will shortly, I am going to look at a different brand because Fitbit is not cheap and there are many companies out there with very similar or better products

Sent from my iPhone

[LiliyaFitbit]

Hello all, thank you for the updates. I am sorry for the delayed response.

Thanks to all for the efforts to resolve the issue, sharing the steps you tried and your feedback. We sincerely apologize to anyone who has been affected by this issue and have been working hard to find a fix. I appreciate your patience and understanding.

The users who updated their iPhone to iOS 13.5 may try to uninstall and reinstall the Fitbit app and check if the issue persists. 

If some of the data is missing, could you check if you're able to add the missing tiles by following the steps at How do I add stats to the Today tab in the Fitbit app?

Let me know if you have any questions.

[Rogerdodger007]

Same issue here. Tried for 2 days straight with my phone held hostage for those two days trying to download a complete install to wipe and reinstall the entire program onto the Versa Lite.   basically a regular sync should not take this long.   All of this occured with the latest iOS. 

Apple sure does not want us to have a cheaper smart watch.  Make it difficult enough to get everyone aggravated till they switch to an Apple Watch.  The perfect Storm and well played Apple!!  

I dont want to give in to the cult but looks like i have to bow my head and surrender to Apple. 

[Janborini]

It’s also happening to android

Sent from my iPhone

[Sally2020xx]

My Fitbit charge 3 synced to my phone for about 10 minutes I think. It’s not now.!

Sent from my iPhone

[Melstheone]

It has nothing to do with the type of phone you are syncing to. Today it stopped uploading the steps I took, then began syncing again a few hours later. Another person in the challenge had the same issue

Sent from my iPhone

[magicmum1]

Yes that’s What I thought it’s the tracker that is at fault not the phones, Fitbit are blaming the phones not their tracker

Sent from my iPhone

[Rogerdodger007]

SOLVED SOLVED FINALLY !!    

Here's the trick:

1. Remove VERSA Lite from your Fitbit account.

2. Remove Fitbit App. 

3. Shut down your iphone.. wait 10 seconds.. start it back up.

4. Install Fitbit app.

5. Add new device and add your VERSA LITE. ( make sure its on the charging cradle)

- Once added the app will notify you that there is a new update out there.  click Update now.

-If the update goes successfull via Bluetooth/ wifi, you will see a small blue progress bar that takes up the entire left side of the screen and slowly grows across the face of the watch as it updates.

* this took 2 days and up to 3rd day.  Not sure why but think it has to do with the new iOS 13.5. Not sure but would love to know . This was followed up by constant 'Update Failed' and 'Data not cleared' but I kept trying. Keep clicking update when the app prompts you that the watch needs an update. Just do it. each time the blue bar will grow after each update starts and fails.

6. The update will get to about 3/4 across the screen( solid blue across the watch face) then youll get the famous ' Data not cleared please sync again RED X' . Dont give up yet.

** Here is the final kicker that I think was the answer to getting the watch to work again.

7. Plug the cradle into your PC at home. 

- windows will say it does not recognize this device but wait it will find it be patient

8.  Go to fitbit.com> log in > go to your device.

 When I did this , the webpage recognized the fitbit connected and started to finish the update that took me 3 days .  ( Blue progress bar starts up and continues till it goes across the entire watch face)

9. You will get a new notification again that the 'data was cleared ' but wait a second or two and a new message pops up on the side of the watch which is the new watch tutorial showing you how the watch works prompting you to swipe up and swipe down and hold the side button.   This is what you want to see and this means it was successful.  Take it out of the cradle and go through the tutorial. 

There you go, and you should be all set.

Again, keep trying. ...  I was about to put mine on Ebay and decided to do all of the above again with the final piece of connecting it to the PC and having the FITBIT webpage open on my pc.   That I believe was the trick.  Hope that helps someone out there.

[LindaDJB]

I am so tired of this problem.  Everyday I have to forget my device, delete my Fitbit app and then reinstall it and / or Repair my charge 3.  Had to do that again today because my device was not syncing.  Now I see that my heart rate was not recording all day and my calorie count is extremely low as a result.

WHEN is this problem going to be fixed???

This is incredibly frustrating!

[LindaDJB]

I want my money returned.  You can have the charge 3 I bought 2 months ago

[Janborini]

My Fitbit hasn’t synced at all in 5 days. Not getting anything back from Fitbit in way of a response either.

Sent from my iPhone

[markwbd]

I suspect this is not a problem specific to iOs13.5. I'm on an iPhone 6 (I know I live in the dark ages) so can't upgrade to 13.5, I'm on 12.4.7. Can only connect via BlueTooth intermittently. I can connect, but it is a real pain having to spend many minutes and repeatedly trying to make a BlueTooth connection. I've done all the troubleshooting advice - reboot InspireHR, reboot iPhone, delete app, reinstall app, etc., etc. but the problem persists. As ever FitBit's default position is 'not our problem' (a bit the same with the InspireHR failing to count steps correctly) but here's the problem iOs/Android phones ARE the 'system', they are NOT going to change (software, firmware or hardware) to accommodate FitBit. FitBit need to make sure they work with iOs/Android.

[RobSy]

Thanks - finally app has found device (5 days of trying all other suggestions - My Issue is updating to 13.5 but this fix seems to have worked)  but now I’ve lost 3 days of data and there are no sleep scores for the two recent nights that are synced. Any way to receiver missing data?

[Sakata2020]

Been doing this several times a day for last month. 10 minutes wait to call & ask again what they’re doing about it.

looks like Versa 2 same issues so won’t be upgrading to another Fitbit

So Frustrating

[Boola58]

I can’t even get my Bluetooth to sync to forget this device! 

[Janborini]

You shouldn’t need to?

Sent from my iPhone

[Sparkins]

not able to sync watch even after trying to have it unpair. it would not unpair (forget) device.

[Janborini]

Have you tried resetting your Fitbit? I recommend you jump straight to live chat

Sent from my iPhone

[LiliyaFitbit]

Hi everyone, thank you for taking the time to share your comments and experiences. 

I appreciate everyone's feedback, I understand that this can be very frustrating. Thank you for your troubleshooting efforts and the additional details. Our team is always working on improving our devices and user experiences, and your comments are always welcome. We've recently released a new version of the Fitbit app. Please make sure you have downloaded the new version by following these instructions as updates come with new features and bug fixes. If you haven't already tried so, please do the following:

1. Go into your phone's Bluetooth menu.
2. Tap on the icon next to your Fitbit device.
3. Press Forget this device.
4. Re-open the Fitbit app and re-bond your device. 

For complete troubleshooting instructions, see Why won't my Fitbit device sync?

@Rogerdodger007 I am glad to hear the issue is resolved for you. Thank you for sharing your solution, I am sure the steps you've provided will be helpful to other users. I appreciate your time and efforts.

I'll be around if you have any questions.