Fitbit not syncing with Fitbit app

[joannewalks333]

I've had my Inspire 3 since the Spring. Four days ago I charged it. Ever since then it won't synch with the phone app.  I have tried all of the suggestions online. I have uninstalled the app, turned Bluetooth off and on, cleared the cache, etc.  I get to the screen where you plug in the Fitbit and the app is trying to find the watch.  It was 5" from the phone.  The screen shows it looking for minutes, then says try again.  Is this a problem on Fitbit's end?

Moderator Edit: Clarified subject

[Bill_209]

The sync problem related to the V4.28 App SW being incompatible with V188 Inspire 3 device FW has been adversely affecting hundreds of new Inspire 3 customers and any existing customers that were unfortunate enough to take the CS team's advice to perform a Factory Reset of their Inspire 3 device to resolve this sync issue for several days now, so why hasn't anyone from Google-Fitbit made any effort at all to inform their customers of this bug in the 4.28 App SW, with an estimation of how long it may take to get a new App SW update that will resolve the sync issue?

[snowballs_mom]

My devices won't pair, let alone sync, with this update. 

[Bill_209]

Correct; thank you for the clarification.  

The Bluetooth link between phones running App V4.28 SW and Inspire 3 devices running V188 FW is completely broken.

[Chewyroach]

I tried loading the app to my IPad and still would not connect to my Fitbit, so it is broken on Android and Apple!

[Chewyroach]

This is impacting a brand drew charge 6 and Versa 3 with according to the helpline I spoke to yesterday, no target date for fixing

[Ant14]

This is truly shocking, I factory reset my Sense, now I am left without a watch and no idea on when or if it wiil be fixed. This tells you everything you need to know about this company. I was advised by the Customer Service representative that they have been trying to fix the issue for several weeks. Shambles..

[JimC_99]

They could fix it by rolling back to the 4.26 version,  but they don't really care about the Fitbit customer base....

[Bill_209]

It is unlikely that Google can simply revert back to using an older App SW version to resolve this BT setup and sync issue, because I'm sure that there are security.measures in place within the device FW and App SW that are specifically designed to prevent that from happening, for obvious reasons.  I'm actually surprised that some people were able to find a site that they could successfully download and run V4.26 from, but Google will undoubtedly try to close that security loophole soon.

This FW/SW incompatibility issue is taking a very long time for Google to resolve, so I suspect that the 'fix' may be non-trivial, but putting a cone of silence over the issue and just keeping their customers uninformed is very unprofessional and very bad for their business, so the incompetent managers who made that call should be replaced ASAP.

[snowballs_mom]

Yes, they broke their app with the latest update and many have been having connection issues, apparently starting in September. It is not device dependent.

[RiekoC]

Hello @joannewalks333 

As @snowballs_mom stated, there is a known issue on the Fitbit side that affects syncing between Fitbit devices and the app. The issue seems to have started around the time users updated to version 4.28 and affects multiple Fitbit devices. The team is aware of the issue and has been working on fixing the problem.

There's an update for the Android app that started rolling out, version 4.28.1. Some users reported that the update fixed their syncing issues. However, many other users reported that they still having syncing problems even after updating.

At this point, there isn't any troubleshooting that we can recommend since the problem is on the Fitbit side.

[RiekoC]

I believe you are correct @Bill_209 as to why it's not just a simple roll back to version 4.26 to fix the syncing issue. As far as I know, though, Google hasn't pursued closing sites where users can sideload earlier app versions. But a person needs to understand the impacts of sideloading as well as know how to do it properly.

As a user who volunteers my time to help other users with their questions and issues, this is so frustrating to see. If there was anything I and the other Fitbit PE's could do to expedite the fix for this critical issue, we would do it in a heartbeat.

[Chris5767]

This is ridiculous.... Tryed everything as suggested. 2 versa's. Nothing.even left with devices now stuck on factory settings. Unable to use... Version 4.28...why can't fitbit advise customers of all this. So frustrating,been a loyal Fitbit customer for over 7 years.  

[Chris5767]

Complete shambles I agree 

[iwhitman2055]

Many on this forum have discussed failure to sync. Many of us have been told 1 on 1 by Fitbit Support that it is a known issue and you're working to resolve it.

However,  there is no general announcement here.  Each user who is encountering this goes through all of the frustration, diagnosis (did you uninstall? Did you restart? Try turning off wifi???) before you admit b that this is a known issue. 

We are given no ETA. We have no place to check on status. We get no proactive updates. 

Please treat us like customers.  Do your best to mitigate the inconvenience. Communicate honestly. 

(BTW why don't you re-release the last, working version while you get the latest ironed out? )

[simkennedy]

Yes, shocking customer relations. I have been unable to sync since last Tuesday, no sign of any change or any remedial action. I think it's no longer "fit"bit but something that rhythms with "fit"😡

[Frimmel]

They seem to be clearly aware there is an issue and like you I do not understand why they can not roll things back to the prior version and get our units back in working order. 

[FlyFisher57]

This would appear to be a management decision to not acknowledge they have a problem with the latest release, and not to apply full resources to the issue.  Both my Inspire 3 and my wife's stopped syncing within a day of each other (mine 10/18, hers 10/19). Both under warrantee, bought for Christmas 2023, and started 12/26 and 12/27. The second time I contacted customer "service" (10/22) I was told there was a problem, and they were working it, with no ETA of a fix. The latest Fitbit app for Android states updated 10/25, but it is still version 4.28.1 which, per customer service had the problem.

That management approach (ignoring, then hiding problems from customers and senior execs) never succeeds. OI spent much of my 42-year career in tech turning around engineering development or support projects that had this sort of mismanagement. Often this is caused by well-meaning but incompetent middle managers and directors fearing and blindly obeying senior level execs who rule with an iron fist making all sorts of outrageous demands and threats. Of course, the quickest, least expensive, and customer-centered approach is to redirect adequate resources to get the problems fixed. Google should know better.

One cannot wonder if the goal is to accelerate the obsolescence of the Fitbit branded lower tier devices (e.g. Fitbit Inspire 3), as an effort to increase market share of the higher priced Google branded devices. Of course this is unsubstantiated...

[Ant14]

I implore everyone with syncing issues to record a complaint with Better Business Bureau as Fitbit/Google are selling a product they know will not work. They have also failed to advise existing customers of the issue and a timeline on when it will be resolved.

[Look]

I thought it was just me for the last week or so just like totally not syncing  The watch and the phone just not working together they're not linked