Couldn't sync your Google Pixel Watch 3

[gjules]

I'm not sure there is a point in this post other than hopefully getting an update on when it is expected to be resolved as any time I try to start a support chat, I'm waiting hours without reaching anyone.

A couple days ago, the Fitbit app started to experience sync issues with "Couldn't sync your Google Pixel Watch 3. Tap to open help."

I've done all the troubleshooting steps. The watch is connected just fine as apparent in the attached screenshot. 

Two days ago, it was at least syncing sleep data, heart rate data and hourly activity. Today, nothing is syncing.

I saw that version 4.26.1 is rolling out and may fix this issue, but I've been on that version since this issue started.

Anyway, if anyone has new information, I'd appreciate it. Or if anyone can pass this on to developers that the most recent version does not fix the issues as I can't get in touch with support. 

Moderator Edit: Clarified subject

[Emma_T]

@LizzyFitbit Fitbit users with Android phones seem to be experiencing the most problems. Unfortunately, the latest version of the app, 4.26.1, is causing issues with my device. Upon synching with the newest version on Thursday, Sept.26th, the app erased about 4 thousand steps on my Fitbit. I don't want to shop for another device, but Google may make me switch.

[Gene82]

It is now October 3 and my pixel watch 3 cardio data plus my step count are not syncing with my fitbit app on the Pixel 9 pro XL.  Does anyone know of a fix? What is happening?

[Duyvua]

Many people have this problem, and Fitbit still hasn't fixed it yet. I'm so frustrated.

[Gene82]

Oddly enough. When I woke up this morning and without any updates (to my knowledge), it just worked this worked this morning. Sync works, steps work, cardio is working.

[gjules]

@Gene82 My data just came back in the last 10 minutes! No app update. I checked in my update history to see when it was last updated. Some of my historic data is missing since the issue started, mostly my auto detected workouts, but hopefully it all catches up soon!

[basfords]

Both my wife and I have Pixel watches and the new Pixel 9 pro XL phones.  We are premium members, and we are experiencing the same thing.  All was working with my previous phone, and now the exercise doesn't sync and we have syn issues like those shown here.  Why are we paying for premium and unable to do a basic sync.

Very disappointing.

Customer service is awful.  There is no one to speak with regarding these issues.

How long will we have to wait?  It is a pixel watch and a pixel phone, this should work better than any other combination.

[Gene82]

This is becoming a nightmare. Just woke up in the middle of the night and read your messages. Was walking around and noticed the watch isn't recording my steps now. Google - what gives???!!!??!?

[alexthecat]

@Gene82 I am experiencing the same issue with my Pixel Watch 3 today. The step count on the watch face is wrong, but if I tap on that to open the Fitbit app, the correct step count is there. So, it looks like the data is being saved. 

I'll see what I can find out about this and get back to you, okay? 

[gdio53]

@alexthecat @Gene82 

This has been reported before and I experienced the same issue today. 

Changing the watch face and then switching it back fixed the issue, but it has happened before to my PW3, and switching the face always fixes the problem.

[alexthecat]

@gdio53 changing the watch face updates my step count and heart rate to the current values. That is not a solution, as the watch face then freezes on those values. It does not update as my heart rate changes or my step count increases. 

[gdio53]

@alexthecat 

I know it's not a permanent solution, but it's the only one that works for now until they figure out how to fix it.

[alexthecat]

@gdio53 it's not a solution at all. Changing the watchface only gives a snapshot of a particular moment in time. As soon as I take a step, the step count and heart rate are incorrect again because the watchface is still frozen. There's  never a time when I would look at my watch because I want to see a previous step count or heart rate. Changing my watchface dozens of times a day is not a solution. 

[Jimichan]

My PW3 hasn't been able to sync since October 8.  I have a case number just sitting there unresolved for over a week.  We are currently in Tokyo until the middle of next month.  If it isn't resolved by the time we get back to the US, I''m tempted to return my new watch and phone!  

This is shameful that I have to come to community forum to try to find resolution and end up with commiseration.

[RiekoC]

Hello @Jimichan 

Have you had a chance to update your PW3 Fitbit's app? I got an app update on Wednesday (16 Oct 2024).

I've seen some Pixel Watch users report that they were able to sync with the Fitbit app on their phone after they updated the Fitbit Today app on their watch.

[Jimichan]

Hi Rieko, 

Thanks for the suggestion.  I've been very diligent in making sure verything is up to date.  I've tried everything I could find, with the exception of a factory reset.  I wonder if that would help, but have been pretty busy during my time in Tokyo.  If Support doesn't help me by the time I get back to the US, I'll probably try that before chucking the whole Pixel package. Right now, I'm just about beyond disappointed.

[RiekoC]

Hello @Jimichan 

Trying a factory reset might help. I don't think it was helping previously, but that was before the update for the Pixel watch Fitbit app.

It's helpful to have a backup to use for restoring your settings. It makes the factory data reset less painful, speaking from experience. If you haven't had a chance, you might want to confirm that you have Backup enabled in the Pixel Watch app:

• Tap on Google in the watch app
• Tap on Backup by Google One
• You'll see the last backup on this page

(Although I'm pretty sure you already know how to see if you have backup enabled, I've included the instructions for other users who might be checking this thread)

[Jimichan]

Amazing!  I wish Google Support was as good as you!

[kevin.smith.isu]

I have google Pixel 3 Watch and Pixel 9 Pro XL - all was working well until November 14th..... has not synced with Fitbit since then.  I've followed all troubleshooting - including force stops, airplane modes, uninstalling apps, etc.  I have NOT yet tried the factory reset - I guess I'm hoping that I won't lose data.

My build says: AW2A.240903.001.A3

System UI:  5.2.1

Last update:  September 5th.... but when I try to update, it says that it is up-to-date..

[gdio53]

@kevin.smith.isu 

What version of the Fitbit app are you using?

Have you tried restarting your watch?

[kevin.smith.isu]

I have restarted/rebotted/re-installed everything many, many times...

Fitbit App: 4.30

Watch Info:

• System UI: 5.2.1.658431477
• Build: AW2A.240903.001.A3
• Android Security Patch:  September 4, 2024