Galaxy J3 compatibility

[mindy1119]

I have had my Galaxy J3 phone since July of 2017 and my Ionic since October 2017.  For the most part these two devices have synced pretty well for the last 12 months.  Yes, every now and then things stop working for some time and then start again for no apparent reason.

Two weeks ago my Ionic stopped receiving phone call and text alert notifications, again for no reason..Nothing has changed on my phone or my Ionic from what I know.  It also stopped syncing to fitbit app and Strava leaving me with no stats on my runs/bikes/workouts etc.

Since I work out every day this started to get annoying and I finally called fitbit tech support Friday.  After spending almost 3 hours on the phone (the tech was great but....) he advised me that the problem was the the Galaxy J is "NOT A COMPATIBLE" device.  I asked him if it wasn't compatible why has it worked more or less for the last 12 months.  He couldn't answer that question despite having spent 2 hours + attempting to reset the phone and the Ionic.  He finally said there was nothing he can do since it wasn't compatible.  I felt this was unacceptable since it had worked for the last year and asked him for a Corporate contact # to call. He "advised" that there is no Corporate office.  Told him fitbit is a public company and that is impossible.  He still insisted that there was noone to call and that was that! 
(I did find the number in SanFranciso and intend to call them tomorrow)

Anyway, lo and behold yesterday out of nowhere and AGAIN FOR NO APPARENT reason the notifications started to work again out of the blue!  Still can't get it to Sync to Strava but am seeing stats on fitbit on my phone.

This is my 4th fitbit device and I am mostly happy with them but  ALL HAVE HAD MINDS OF THEIR OWN and work when they won't and vice versa!  FRUSTRATING YES IT IS!

BTW, for all those posting that the Samsung J is not a supported device it appears that it IS LISTED AS A DEVICE ON EVERY FIT BIT location i can fit.  see fitbit.com/devices.

How is this possible?  Very disappointed and let's hope it continues to work, nonetheless, I will be contacting Corporate tomorrow to discuss this.

Moderator edit: Clarified subject

[LanuzaFitbit]

Welcome to the Forums @mindy1119.

Thanks for taking the time to share your experience with us and for trying all of those steps before posting in here. I can definitely understand that you are very frustrated by this.

I will be moving this thread to the Android board as it is better suited for the situation you have experienced.

I'd like to offer some answers as to what could be happening. If you check the supported devices list you will definitely see that the Galaxy J is listed there. However, none of the other Galaxy J phones are listed, like the J3 in your case. The specific model of the phone must show up, and not a previous model, so that it is supported.

As to why this could happen when it was working before, there are some possibilities. Keep in mind that when a phone is not supported is doesn't mean that the app will not work, only that we cannot guarantee that it will. Technically, it could work as long as it fulfills the minimum requirements, Android 4.4 and Bluetooth 4.0.If those are met, then there is a chance that everything will work as intended. Having said that, if the phone is not on the list it means that the app has not been fully optimized to work with that phone. Because of this it is possible that a change in the phone settings, or an update on the app could cause optimization issues that lead to information not syncing or notifications not coming through.

It is also possible that there could've been some interference between the phone and the Fitbit, specifically the Bluetooth signal, that caused this issues. This is not necessarily related to the phone being or not being supported but it is something that can happen and has happened to many users, even ones with supported phones. Glad to read that it is working correctly now though. 

In regards to the Strava situation, if you haven't I'd recommend that you try to disconnect the two apps from each other and then connect them again. Usually that helps so that it starts syncing again. You can disconnect them by following these steps:

1. From the Fitbit app dashboard, tap the Account icon 
2. Scroll down and tap or click Manage Data > Manage 3rd Party Apps.
3. Log in to your Fitbit account.
4. Tap Revoke Access to disconnect an app from your Fitbit account. 

Hope this clarifies some of the situation.

Feel free to let me know if you need further assistance or have any other questions.

[mindy1119]

tried the fitbit to strava and it still isn't synching or recording again!

[LanuzaFitbit]

Hello @mindy1119.

Thanks for trying that.

Since you have tried the steps I have shared above, I'd recommend that you try getting in touch with Strava directly so that they can take a closer look at what is going on. Keep in mind that these integrations are developed by the third parties and not Fitbit and so they should be able to see what is going on.

Let me know if you have any further questions.