Problems after recent update distance graphs, syncing, steps and battery life.

[Zorb239]

I am very unhappy. I am experiencing numerous problems since the Fitbit recent app update. I have a relatively new Charge3 and have an iphone6 with iOS v 12.4.1

since the update I have noticed the following:-

.  Charge 3 is not always syncing with iPhone. I have to run sync 3-4 times before it will sync. Even then it still says it failed to sync but data is updated. 

.  It is recording extra steps when I am inactive and when I am asleep. 

. Charge3 battery life is being drained very quickly. 

.the data graphs for distance are incorrect. The vertical axis showing distance scale says. 0 .1. .2. And then .2. Again. The distance graphs do not correlate with the scale at all. I contacted customer support who told me the screenshots I sent them was strava and not Fitbit. I was able to prove I was using Fitbit. Next they said it must be that my phone was not compatible. I have checked this and according to Fitbit online my phone and iOS is fully tested and compatible. There are clearly some bugs in this new update for iPhone. I synced my Charge3 with an android phone belonging to a family member and do not have any of these problems. 

Is anyone else having these problems with iPhone and customer support. 

[SunsetRunner]

Hello and welcome to the Fitbit Community @Zorb239 

First and foremost I apologize for the slow response. I understand your experiencing syncing issues since the last Fitbit App update. You are indeed correct in saying that your iPhone is compatible with the Fitbit App. I’m hoping that restarting your Charge 3 will address some of your incorrect stat issues as you describe. Please try restarting your Charge 3 by following closely the instructions here: https://help.fitbit.com/articles/en_US/Help_article/1186

Lets now address your syncing issues. (Doing some of these steps may also address soMe of the stat issues if restarting your Charge 3 failed to resolve the problem. Erratic syncing can cause issues) 

Let’s try turning your Bluetooth off, restart your iPhone then turn your Bluetooth back on again once your iPhone restarts. Again, try to sync

If restarting and toggling the Bluetooth doesn’t help I would suggest force shut the App and restart. Here’s how:

Again, Turn off your Bluetooth 

log out of the Fitbit App

completely shut down your device, wait 1-2 mins then restart your device 

once your device fully loads enable your Bluetooth again 

now log back into your Fitbit App as you normally would with your email address and password 

now sync your device 

If your syncing is still failing let’s try reinstalling the Fitbit App. You will not lose your data doing this.

Here’s how:

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

2. 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 

If your still experiencing an issue try this last step: please go to the Bluetooth settings on your phone and remove the tracker. In the list of Bluetooth devices you'll see the Fitbit Tracker and next to it, this symbol "!". Hit the symbol and it will take you to the next step, once you're there select the option that says "Forget this device" or "Unpair". Once you've made sure about that, go back to the Fitbit app,, tap your profile picture then scroll down and select "Set up a Device". This should start the setup process for your device. Just follow the instructions as they come.

If the issue is not solved after the above steps, please take a look at the help articles: Why can't I set up my Fitbit device? or  Why won't my Fitbit device sync?

😃 Hopefully these steps will get you back up and running again. Keep me posted 

[SunsetRunner]

Hello again @Zorb239 

I wanted to check back in with you to see if the troubleshooting steps I provided you help. Please let me know 😃 

[Zorb239]

I have done all your suggestions. My charge 3 is syncing now. 

I still have the data that issues. 

[Zorb239]

I also synced to another iPhone and I had the same data issues. When I synced to an android phone I did not have any issues. 

This to me suggests that the problem is not related to my charge 3. Is not related to my particular iPhone. But must be related to the Fitbit app itself. I reiterate. The problems only began following the update. 

[SunsetRunner]

Hello again @Zorb239 

I’m happy I was able to help with your syncing issues! 😃 That’s great news. You may need to evaluate your “data issues” for a day or two since your previous syncing issue may have given you incorrect data. Does that make sense? 
If I did indeed help you with your syncing issues could you please tap the “choose as best answer” box just under my post providing you steps to resolve it? Doing so really helps other individuals who come to this community looking for answers to questions similar to your own. I’d really appreciate it! 

[SunsetRunner]

Hello again @Zorb239 

Are you using the most current Fitbit App version 3.12.1 ? Also, very important that having your Fitbit Tracker connected to Bluetooth on both an iPhone and an Android at the same time can certainly cause conflicts 

[Zorb239]

On the help page it says. 3.12.1 (915). 

The data problems have been consistent since the update 1 week ago. I have at no point been syncing to multiple devices at the same time. I have been very careful about that so as not to cause any conflicts. 

[SunsetRunner]

Hello again @Zorb239 

Omg you are correct it is indeed 3.12.1 (I was looking at the wrong app on my iOS device) 

[SunsetRunner]

@Zorb239 If all the troubleshooting steps did not resolve your data issue then I would suggest trying to reinstall the Fitbit App. 

Here’s how:

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

2. 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 

If that doesn’t work I would suggest calling Fitbit Customer Service. Here are ways you can contact them: https://help.fitbit.com/?l=en_US&cu=1&fs=ContactUs

😃 I’m happy I was at least able to help you sync again