Fitbit Blaze compatibility with BlackBerry Motion

[Desputedwestern]

My Fitbit Blaze stopped syncing in the 15th of November.  I have tried:

-reinstalling the app

- repairing the Bluetooth connection

-turning the Bluetooth on and off

- restarting my Fitbit Blaze 

- deleting the device from the app ( which I now can't re add) 

I can't find instructions for a factory reset. At this point I think it's the only thing that will work. If someone could post instructions I would be thankful!    

My phones Bluetooth is working fine with my other devices. 

Moderator edit: Updated title for clarity

[Lulu_LTD]

I am experiencing the exact same problem. It is so frustrating. I will follow your post for instructions as well.

[Desputedwestern]

It's extremely frustrating, especially when Fitbit will not help you. I have contacted support the last two day, and they simply pass it off as my phone is not fully tested even though it runs Android OS – 7.1 Nougat and Bluetooth 4.2 - 

I can't even use it as a watch because the time can't manually be changed and my blaze thinks it is Monday the 19th at 3:16 in the morning. 

I will never buy another Fitbit product - and that they don't stand behind their products when they fail. 

[Rich_Laue]

For you tracker to sync, you need to have the tracker connected to your Fitbit account.

Removing the tracker from the account and the app simply tells Fitbit that I don't plan on using this tracker any more. At best this will not help, but it usually adds problems.

Before we can add the tracker back to the account we need to fix the non sync issue.

Let's remove the tracker from the phones bluetooth, update the Fitbit app, and clear the  fotbits app cache. 

Now let's restart the phone and the Blaze.

Try adding the tracker by using the add device. Note that any unsynced data may be lost.

[Desputedwestern]

I have already updated the app, cleaned the cashe, and restarted both devices multiple times. It didn't work. 

I can pair it with my phone but the app will can not see my tractor. Fitbit isn't willing to help because I don't have a "fully tested device " which is a cop out. 

[Rich_Laue]

What do you mean by pair it to your phone @Desputedwestern if you do this through the phones Bluetooth menu, that would most likely be be the reason the app can not see the tracker.

As when you first setup the tracker, you set it up through the app and let the app pair the tracker.

Please as I requested above, remove the tracker from the phone and do the setup through the app

[Desputedwestern]

As part of the troubleshooting process, I tried to pair the tractor without the app just using my phones Bluetooth . It can see the tractor just fine this way. I then deleted the pairing and tried with the app and it's will not pair. The app or the tractor are the problem . 

I have also tried with my tablet, same results. 

[FerdinandFitbit]

Hi there @Desputedwestern, welcome to the Community Forums! 🙂

I'm sorry to hear you're having problems getting your Blaze to sync to your BlackBerry Motion phone. Thanks a lot for what you've tried to get it to work!

Now, I would say that you're having these problems because your phone is not compatible. When it comes to devices compatibility, if your phone is not on the list of compatible devices, you might be able to sync with it but we don't guarantee that the functionality will be optimum as we are still testing on these phone models and due to the large number of Android and Windows devices, our team has not yet tested all of them.

@Lulu_LTD, which is the phone you're using for syncing it? Have you made sure that it's compatible? I'll be happy to provide more help. I'll be looking forward for your reply!

PS. I'm moving this post this to the Android app board 

[Desputedwestern]

Actually, it wasn't working because of YOUR app. A few days after I gave up on any help from Fitbit, the app updated and it magically working again. 

As for the compatibility,  that's a cop out response so Fitbit doesn't have to to anything to help. My phone meets the minimum requirements specified on your website. No wear prior to purchase was I informed that you will not support devices that are NOT on your compatibility list. This is wrong. You need to clearly state this on all packaging  as well as on your website . 

[Rich_Laue]

On the package there is a note to check your phone for compatability and includes the link to the list.

As for as the list goes, this is just a list of devices that have been tested and troubleshooted and now found to work. If the phone is not on the list I your experience may vary. My feeling for most phones is that they should be considered comparable until proven not. A simple search of these forums have also been beneficial in knowing what works.

[Desputedwestern]

My issue isn't that they have a list my issues is they will not support you if you don't have a "fully tested device" (which they can change at ANY time, so you could purchase a device and FitBit could decide they are not going to have it as a "fully tested device" and you are screwed) 

Nowhere on their website or packaging do they state that they will not support you or help you if you do not have a "fully test device". I found this out when I went looking for help. I would have gone with a different brand had I known this upfront - but that is probably why they don't tell you. They have my money so who cares? 

Besides this is a complete cop-out. Fitbit should be able to provide me with a list of spec (which I asked for) that the app requires to run - they can't. They can't because software is software, it's not different. Software can run efficiently of different hardware. (computer do it, chrome books do it, phones do it) All this crap is a way FitBit to so so sad to bad, we have your money and don't care.   

[Desputedwestern]

I really don't appreciate you editing the title of my original post to make it seem like my phone is the problem, when in fact it was your app. 

My title was clear - it would no longer sync - It worked fine until you updated your app and once you fixed the bug, it worked again. - App issue, not my phone. 

The original title was "Fitbit Blaze will no longer sync with Android BlackBerry Motion " 

Not to worry, I am making sure everyone I know is aware of the poor customer service, and not to purchase your products. I can just add this to it - blaming hardware when it's a software issue. 

Before this incident, I was going to buy a scale for myself and a tracker form my mom for Christmas. Not now, not ever. 

[Rich_Laue]

With the blaze there is not a factory reset, therefore we will not be able to give you instructions.

Have you tried the normal troubleshooting steps for Android devices. I'm listing steos tgst Fitbit user and I have found to work.

Check for updates for the phone and the Fitbit app

Restart the phone, better yet shut the phone off. Android still has problems with memory management and needs restarting weekly.

Turn off/on bluetooth on the phone?

Restart the blaze, hold in both the left and lower right buttons? Better yet shut the blaze off.

Killed and restarted the firbit app?

Logged out/in of the Fitbit app?

Cleared the Fitbit apps cache, alternatively cleared all the cache on the phone?

Swipe any unneeded apps out of memory.

Do an "Add Device using the replace option", this way if the setup fails the tracker will not be removed from your Fitbit account. There it no need to remove the tracker to perform this step.

As for the title, either way you had no issues and now are having issues.

When it comes to Android devices, Fitbit as well as Garmin have decided, for a good reason, to bypass some of the phones built in drivers and write there own.

With Android there is no standard with the phones hardware, meaning that for some phones both Fitbit and Garmin have to modify the code for a specific phone model. That is the reason both Fitbit and Garmin have released lists of what phones have been tested, troubleshot and now found to be working. Fitbit keeos adding to their list as they complete testing.

With many phone providers adding there own spin to the Android OS, occasionally we have noticed pFitbit works fine with a soecific phone model except with one provider. 

The problem with the phone not being on the approved list is that support doesn't know enough about the phone,  however there are certain steps that are general for all Android phones and should be tried. Personally I think it is a cop out to say, you have the wrong phone and I won't help you, they could if they wanted to or where trained on how to handle these devices. 

[Desputedwestern]

My phone is factory unlocked - I bought it this way. 

I really don't care why they do it. The point remains the same - they will not support you if you do not have a fully tested device - and will tell you to "find one". 

I buy tech that works for me, I look after it, and it lasts me a long time. I'm not made of money and can't afford to replace with the latest and greatest all the time. It seems like if you don't have a $1000 phone, a 2000 laptop or tablet, they will not help you. 

[Desputedwestern]

They updated the app - it's magically working again as of last weekend. - yet they still want to blame my phone......

[LanuzaFitbit]

Hello @Desputedwestern and @Rich_Laue.

@Rich_Laue Thanks for being around to help.

@Desputedwestern Thanks for sharing your concerns and feedback. I'd like to add to what @Rich_Laue was talking about with the list. 

Like mentioned before, since there is no global standard for the hardware, or even software truly, for Android devices, it is possible that there are optimization issues with that hardware or software that cause the app to not sync. This is not to blame the phone or the app itself, it is just that the differences in software might cause issues due to the lack of optimization for that very particular optimization. In the same way an update on the app could cause more issues, it could be the opposite and improve the way it works with that particular phone and lead to your phone syncing with your Blaze again.

We truly are out to help all of our users in the best way we can. Having said that, there is only so much that can be done when the particular device has not been fully tested and thus we cannot guarantee that the app and the phone will play nice. 

Thanks for all of your feedback, please know that it will be taken into consideration and not go unnoticed.

Feel free to reach out with any further questions we can help you with.

[BlackBerry4life]

Yeah. I called a year ago and they told me the BlackBerry Motion is not on the list of "approved" devices (it's an F-ing Android). Irecieved yet another fitbit this year and I'm returning the FitBit to get a Garmin. I love my phone too much to switch it to work with an inferior Fitness / Smartwatch device. The Garmin is a much better product which actually works with my phone. 

[Rich_Laue]

When it comes to an Android phone, there is no thing as it is just an android. 

Currently there are dozens of OS versions and even more variations of hardware. 

With Fitbit often having to modify the app for specific hardware/os versions. 

[Desputedwestern]

I worked in the cell phone industry for many years - They are NOT that different. It's a cop out excuse from a company that has your money and doesn't want to help you. Not everyone can afford a 1000 phone, or the latest a great technology. 

Fitbit has made it clear they are not interested in help you once they have your money. They continue with the same cop out crap they have from the beginning. They have made it clear what kind of company they are.