Flex2 not syncing at all

[Tinci]

I went out for a walk yesterday and during my walk about half way thru, it started to flash and vibrate like crazy. I did not reach my goal so I knew that this flashing was not that. When I got home, I've uninstall, reinstalled, updated the app, reset the pebble, uninstalled the device from the app. Nothing is working at this point. I need help

[RicardoFitbit]

Hi @Tinci thanks for bringing this to my attention. it's a pleasure to assist you with your syncing concern and to give you a warm welcome to the Community Forums!

Seems odd that your Flex 2 is not syncing at all, thanks for trying some troubleshooting steps prior to posting here in the forums. To better assist you with this, can you please let me know which Android mobile device you're currently using? Also, this syncing inconvenience was experienced after the random flash-vibration? If you haven't already done so, I recommend you to follow the troubleshooting steps that are specified on: Why won't my Fitbit device sync? and let me know how it goes. I know some of the steps there were already tried, however, the actual order that is specified there is really important. 

I'll be around, let me know if you have any additional questions. 

[tamitamitoo]

The exact same thing happened to me this morning. During my walk, the device vibrated for no reason and then it wouldn't sync with either my phone or tablet. I tried all the things suggested when I googled it (uninstalling it and reinstalling, turning bluetooth on and off, turning the phone and tablet on and off, etc). 

[RicardoFitbit]

Hello @tamitamitoo welcome to the Community Forums! It's a pleasure to assist you with this situation.

First, I appreciate your effort and patience troubleshooting your Flex 2 prior to posting. If the steps from my previous post were already took into consideration, please the following steps:

1. Restart your Flex 2.
2. Please on the phone, go to Settings > Bluetooth, and remove all the connections that exist with the device. (Forget device, ignore or unpair depending on the version of the operating system of the phone)
3. Turn off the Bluetooth and restart your phone. 
4. When the mobile device is back on, turn the Bluetooth on again but do not attempt to connect to the Fitbit from here.
5. Go on the app and try setting up the Ionic as a new device.

See you around. keep me posted.

[Tinci]

Hi Ricardofitbit,

Thanks so much for responding. I truly appreciate it.   I too thought that its really odd, that the fitbit app/pebble stopped working. The pebble itself is still working. I only know this because I'm still wearing it and I reached my goal yesterday. The issue is that the pebble is not syncing with the app. The app does find my pebble and just when you think it will connect, the app then says that "not working?" And I can try again. This is so weird because I do have a Samsung Galaxy J4 and the app was working great since I got the phone in March. My phone does not allow me to unpair a device from bluetooth. But I'll figure that out. If you can shed any light because I don't want to have to another one. Thanks so much.

[tamitamitoo]

I finally had success by putting my flex 2 in its charger and pushing the little button 3 times in 5 seconds. So happy to have it working again! Sent from my Verizon, Samsung Galaxy Tablet

[RicardoFitbit]

Hello guys! It's a pleasure to continue assisting with this syncing situation, my apologies for the delay in responding. Thanks for your replies @tamitamitoo @Tinci.

@Tinci Let me share with you that the Samsung Galaxy J4 it's not listed as a compatible device with our products and services, therefore, you can experience certain connection difficulties due to this compatibility concern. I'm aware that you were able to use it in the past with no difficulty, however, due to firmware, Fitbit app and Android updates we cannot ensure that you won't experience any situation with it. Even though your mobile device is not compatible, can you please let me know if the troubleshooting steps that were posted above were already tried? If so, please try with a different mobile device that's compatible or with a computer and let me know how it goes. 

@tamitamitoo I'm happy to know that after trying the restart process your Flex 2 synced as the way we designed it, thanks for letting me know that. Don't hesitate to contact me back if you have any additional questions or require further assistance, I'll be around.

See you around.

[Tinci]

​Hi There,

I'm so sorry that I haven't responded to your post. It just got really busy.

Yes, I did see that after you had sent the link over. However, it was working for the longest time and I had a Samsung Galaxy J3 and it was working fine. The unfortunate part is that I don't have another device to use and I most certainly can not afford to get another phone at the moment.

Many thanks for your help,

Tina

[RicardoFitbit]

Thanks for your reply and update @Tinci, sorry for the delay in responding.

Thank you for the details that were shared in your post. Please take in consideration that the Samsung Galaxy J3 is in fact listed as a compatible device, reason why you didn't experienced any difficulty with this specific device.

Due to Android, Fitbit app and device updates we cannot ensure that a non-compatible device will work with our products and services. Can you please try with a computer instead? This way we will be able to check if the syncing process is being affected due to the compatibility concern. 

Keep me posted.