Bug in new Fitbit app prevents Blaze from syncing correctly

[runforitnow]

For those of you frustrated that the December/January (not sure which) phone app update has broken your Blaze, these are my findings so far.

Deleting your device from the app and re-adding does not solve the problem. The sign-in/setup process does not seem to complete successfully (even though it looks to have completed ok). When complete the 'swipe-down' sync on the today screen in the app fails. When attempting to re-pair, a code is delivered by the watch but this does not seem to be accepted by the phone and pairing fails.
If you clikc the little device icon top-left on today screen in app, you can select your device and use the sync option there. This appears to work,but it does not fully sync.

The sync only appears to work one way 'from the watch to the phone app'. Your daily steps are transfered from watch to phone but any data such as current datetime, or option changes such as clock style are not transfered 'from phone app to watch'.

Fitbit have told me my watch must be broken, and that I need to buy another one, but all this evidence point to that fact that the watch is working fine, it is the phone app that is at fault.

I also noticed strange behaviour on the initial setup of the phone app. One of the popups seemed to get stuck in a loop and would keep reappearing whether I clicked allow or deny, and whats more strange is that this popup appeared on a separate app window (separate to the fitbit app window), so most people would not have seen it unless they changed to view all open app windows on the phone. Only way to get rid of this was to swipe up. I think this is possibly the bug that is breaking the initial setup and resultant sync issues for users, and Fitbit develops need to investigate this.

This is the secondary popup that appears during setup process - off screen, and clikcing accept or deny has no affect , it just comes back in a loop

If anyone else is having this issue, please make yourself known on here. Fitbit (Google) need to fix this. It is not good enough. They have broken an app that all Fitbit watches rely on and they are denying it.

Charge 5 users also affected by recent updates:
https://www.bbc.co.uk/news/technology-68140297

[sself78]

Thanks for this.  I have the same problem.  My Google Pixel watch just had its battery fry.  So I grabbed my old Blaze to use for now.  It set up and send the steps to the app.  But it is showing that it is 5pm and January 10th.  Iive tried everything until I read this.

[runforitnow]

@sself78
As an update for others having this issue. I have the old Fitbit app on an old phone and I have been able to successfully sync my Blaze in that old app.
So, I guess there is nothing wrong with my watch.
I then carried out the same process on my new phone with the new Fitbit app, and the update/sync continues to fail.

I will continue to monitor any app updates from Fitbit and put a note on here if there is a fix to this problem. In the meantime, if anyone else hears about a fix first, please let us know on here. This is very frustrating. I love my Blaze watch and I used to love Fitbit. I hope they can redeem themselves soon and not leave us hanging too long, otherwise another fitness watch brand may steal my loyalty.

[Sabbatine]

I have the same problem.

[Skettell]

I just got a new phone and my Blaze will not pair or sync with the app.  So frustrating. 

[runforitnow]

The latest February update to the app has finally become available to me in the Google Play App Store (not sure what the delay has been), but sadly this has not fixed the issue, and the bug I raised both with support and in this thread is still present). Fitbit support had told me the new update would fix it, but this is obviously not true and wishful thinking on their part.

Fitbit support have also stopped replying to me now.

Unless you have an old version of the Fitbit app, you are pretty much out of options.

I won't be buying another Fitbit watch, that is for sure.

[stephengg]

I have the same problem 

[stephengg]

Weirdly, having had the problem for several days, having rebooted phone and Blaze repeatedly, with no effect, five minutes after I set up a community account and posted here that I had the same problem, it has fixed itself with no further changes by me.  Google, eh!

[Jo000]

Thanks for this. My fitbit has been stuck on the 16th of January but like you its transfering my data to my phone. I've tried everything that Fitbit have advised but no luck. 

Do you know how we escalate this? I see there is an article about it on the BBC but they are denying the update is the cause. Funny how it's only affecting those with a Blaze. 

[demetri90]

I am having the same exact problems! I reached out to Fitbit Customer Support and they gave me all the basic troubleshooting steps to try, but none of them worked. I have a brand new Google Pixel 8 phone and know 100% the issues I'm facing with my Fitbit Blaze watch is due to Fitbit's latest software updates. I say this with confidence because I was able to sync my watch with an old iPad I have in my home. Fitbit Customer Support just told me that they're sorry for the inconveniencies caused and they offered me a discount code to buy a new watch. I refuse to pay for a new watch by Fitbit when I know 100% that this issue is a result of their software updates.  

[Jo000]

I'm in the same position although I didn't get offered a discount on a new watch. Instead I was told to wait on yet another update. 

I'm currently using my son's charge 4, which is working with no issues so it's looking like a blaze issue, which means reluctantly buying a new watch. 

[demetri90]

As much as I would love a new watch and to use the discount they offered, there's something about the simple Fitbit Blaze I love and don't want to upgrade yet. If I were to upgrade, I'd probably snag the Versa 4. But, I wouldn't need a new watch if Fitbit would just fix their phone app software. 

[Jo000]

Same, I love my blaze and if I had to upgrade I would likely get the  sense, but  it's not right we are being forced to buy a new watch when we don't want to. 

[demetri90]

Totally agree with you @Jo000. I've decided today that based on my comfort level of the Fitbit software updates and lack of good customer support, I'm going to move over to the Garmin brand of smart watches/fitness trackers. I just don't feel comfortable spending money on a new Fitbit watch knowing that it's a result of Fitbit releasing bad software updates that have left my Fitbit Blaze watch unusable. Who's to say that I won't have an issue with the new Fitbit watch I'd purchase as Fitbit puts out more software updates (which seem to be a very common issue these days)? Excited to be getting a Garmin watch though!

[runforitnow]

I have now installed the latest version of the mobile app (4.11 - February 14th), but this has not fixed the issue. Fitbit support have so far told me to install 2 updates with the promise that it will fix my issue but in both cases it has not. The issue I highlighted above (screengrabs) is still present so looks like they have made no attempt to look into this. I have even contacted them to ask if they have forwarded this issue to their developers but they do not reply with an answer. Their answer is always to install the latest update.

[demetri90]

@runforitnow That's horrible responses from them. They'd rather have us buy more of their product than fix their software to work with original Fitbit watches. I think ever since Google bought out Fitbit, they're really not wanting to support some of the legacy Fitbit watches. All the reason why I've decided to leave the Fitbit family at this current time. My buddy has a Garmin watch and he's a runner, and I've heard 0 complaints from him so far.

[Kenny13]

Yes me too! Everything is working watch to app direction but I tried to update the exercise list and this is where the troubles began. Now the time won't update. I agree seems to be a problem syncing from app to watch. Otherwise my sleep, steps ect all sync over.

[SaltyWoodsman]

I too cannot properly sync my Blaze after digging it out and reinstalling they App. It logs my steps in the App eventually but will not update the time and date on the Blaze. It was barely 6months old when I last used it so any notion of it being ”broken” is utterly ludicrous. This smacks of built-in ”false redundancy” - starting to smell some legal issues here.

[phins320]

I have the same issue. Mine is stuck at a wrong time and I have not been able to sync it. It’s weird wearing it as the time is wrong but I need to steps count. 

[SaltyWoodsman]

It's becoming pretty clear that this is a software issue. Another poster above mentioned they got a new Pixel 8 phone and that's when their problem arose. Coincidentally that's the same as myself (Pixel 8 Pro). Can everyone list their devices so we can build a better picture. I'll start;

Fitbit Device: Blaze

Current Mobile Device: Pixel 8 Pro

Last Know Working Mobile Device: Huawei P30 Pro