Unable to sync after updating Firmware on Charge 3.

[JuanQ_CR]

Fitbit charge 3, does not syncs and requires fitbit restart each time. This after fitbit firmware upgrade to latest version 28.20001.49.45. My wife have the same issue after upgrading to the same, my sister old version works like a charm. 

Anyone with a fix? Maybe developers have it as known issue?

Moderator Edit: Clarified Subject.

[MarcoGFitbit]

Hello @JuanQ_CR, I hope you're doing well, it's nice to see you around the Fitbit Community. 

I appreciate your participation in the Forums and for sharing your experience with us. I would also like to thank you for letting us know you've tried some troubleshooting steps already. Please note that at this moment we haven't received more reports of syncing issues on the Charge 3 after updating its firmware. Nevertheless, I would like to suggest you to check the following:

• Make sure the latest version of the Fitbit app is installed on your phone.
• The software on your mobile device is up to date. To check, tap Settings > General > Software Update.
• Make sure there are no other Bluetooth devices around as they might interfere with the syncing process
• Check that your Fitbit device's battery isn't critically low.

If your device still won't sync, try these steps:

1. Force quit the Fitbit app. 
2. Go to Settings > Bluetooth and turn Bluetooth off and back on.
3. Open the Fitbit app.
4. If your Fitbit device didn't sync, restart your phone again.
5. Open the Fitbit app.
6. If your Fitbit device didn't sync, restart it one more time.
7. If your Fitbit device won't sync after the restart, log in to your Fitbit account on a different phone, tablet, or computer and try to sync.
8. If your Fitbit device still doesn’t sync, remove all other Fitbit devices from your account and from the list of connected Bluetooth devices on your mobile device and try to sync.

I hope this can be helpful, give it a try and keep me posted in case you need anything else. 

[rakirkpatrick]

I am having the same issues.  It looses connection, I then have to go through all the reset setups, usually involving removing the app from my phone, removing the device from my account and then pairing the device again (which takes various further restarts of device before it will connect), then after few days it loses connection again and I have to do it all again.

This is getting very tiring!!

Prior to the firmware update I had no issues, nor with the charge 2 I upgraded from.

We need a proper resolution to this rather than a work around!

[MarcoGFitbit]

Hello @rakirkpatrick, thanks for joining the Fitbit Community, it's great to have you on board. 

I appreciate you have joined the conversation and reported this to us. I would also like to thank you for letting us know the troubleshooting steps you've tried so far. Please note that in order to set up your Charge 3 as a new device, it's not necessary for you to remove the device from your account first. When you try to add it as a new device you will be asked to "replace" your current tracker. 

With that said, I would like to suggest you the following:

1. Go to the your phone Settings > Bluetooth and remove all devices from here, including the Charge 3 and your old Charge 2 (in case you haven't done it yet)
2. Restart your phone. 
3. Open the Fitbit app and tap on Account > Charge 3 > All-day Sync to enable it. When a pop-up appears asking you to Pair your tracker to your device, tap on Pair and continue. Don't worry, it has been tested and confirmed that All-day Sync does not drain the battery on your phone or tracker faster than usual. 

Give these steps a try and let us know the outcome. 

[rakirkpatrick]

Hi thank you for your reply.

I have tried all the steps you suggested on multiple occasions, each time results in the same, me having to remove the device, re-add the device and after considerable attempts getting it to sync and work again.

As a point to note, its stopped working again today, two days after doing it all last time!

All the things suggested are work arounds!  You shouldn't be expected to remove all your Bluetooth connections every other day, re-sync the device and then once its working reconnect all the blue tooth devices!  That is ludicrous!

Working in software implementation it gets a little tiring the software people blaming the hardware, the hardware people blaming the software!  This is a bug, if the device doesn't work when multiple bluetooth devices are attached (or connected for that matter) then that's a defect making the device not fit for purpose!  In this day and age of Google devices, Amazon Echos, Headphones, Speakers, Cars that are all connected and require Bluetooth connections, it is a little ridiculous to ask a user to remove all their connections just to reconnect their device ... come on!!

We need a permanent fix!

I will go through all the connection processes again (for the third time in seven days) and try to get my device working again!

Kind Regards

[MarcoGFitbit]

Hello @rakirkpatrick, I hope you're doing well, thanks for taking the time to reply. 

Thanks for your patience and working through these troubleshooting steps. I’ve reached the limits of what I can do for you here on the public community forums, so I've contacted our Support team on your behalf to look into this issue further and provide you with some options. Please keep an eye on your email inbox for further instructions.

In case you need anything else, please feel free to reply as well. Happy stepping.

[Hellsbells70]

I’m also experiencing the same issue. Fitbit worked much better before the Firmware upgrade!! Now it no longer syncs, I have to go through these steps to get it to sync every couple of days😩. No longer receives messages and I can’t use the alarm options. It’s just not connecting via Bluetooth.