Tracker not Found

[lilfitzy974]

Since the latest firmware update, I am having an issue when going to sync of my "tracker not being found." I have contacted fitbit support. I have done every means of troubleshooting, you name it, I've done it. The only thing that will get this to sync is if I do a hard reset on the device itself. But I have to do it everytime I want it to sync! Never had this issue before. I am on Android. Samsung S6. Anyone else with this issue? Ty! 

[FerdinandFitbit]

Hey there @lilfitzy974. Good to see you in the Community Forums!

I'm sorry you're having problems getting your Blaze to sync 😕

I'm just curious... out of all the troubleshooting you've tried, have you also tried to set up your tracker again as a new device? In the case you've not tried that, you can first restart your Blaze one more time by pressing the left and lower right buttons for 10-12 seconds. This will make your tracker to reboot.

After that, go to the Account section at the top right corner on the Fitbit app and select the option that says "Set up a new device". Follow the on-screen instructions and once you're done, your tracker should be syncing without a problem.

If that doesn't work, let me know so that we can check the available options at this point.

[lilfitzy974]

Thanks for the reply! Yes I did set it up as a new device. It was working for 5min and then went right back to the same problem

[LANGLE]

I am in the same boat.  Tried all kind of t'shooting steps including removing tracker and re-adding it to app. And, that is where I am stuck.  The screen says, WE FOUND YOUR TRACKER at the top and CONNECTING TO TRACKER at the bottom.  Left it this way overnight with the phone (iPhone 6) and Blaze both charging. When I woke up, guess what?  Nothing had changed. 

The only way I can get Bluetooth to pair is via Blaze (classic). Not sure that is the proper setting.  But, I would very much like a resolution to this.  

As a side note, my son uses my old Charge HR and it too will not setup in the app.  Same story, it just hangs at CONNECTING TO TRACKER.  

Please help!

[lilfitzy974]

I've been on Twitter with Fitbit support for 2 days now. Nothing is working. I've also noticed In my device's settings, not the app, the Bluetooth pairing is gone. When I set it up as a new device, I looked at my tracker, the Bluetooth was back. Now gone again. Support said that didn't matter but why is it there one minute and then gone? I'm ready to go buy a different brand I'm so annoyed. 

[LANGLE]

I really like my BLAZE... when its working. I really think the problem is in the app and not the tracker. I have two trackers at home and neither one will set itself up in the app.


http://www.linkedin.com/in/timdaye

[LANGLE]

I really like my BLAZE... when its working.  I really think the problem is with the app and not the tracker.  I have two trackers at home and neither one will set itself up w/in the app.  

[lilfitzy974]

So I thought I would try unpairing my device to my phones Bluetooth. When I went to pair again, my phone tells me.... no devices found! Now I can't do anything. 

[LANGLE]

And welcome to our collective hell.  

[lilfitzy974]

 well, at least I'm not alone!

[LANGLE]

So does anyone from FitBit jump on here and help us out?  Or do we have to call them ourselves?

[lilfitzy974]

I contacted them through Twitter and now they have assigned me a case number and someone emailed me. Of course telling me to do the same things I already did but maybe my response to them will get me somewhere. I think I said before I find it totally strange how my settings in the device itself keep changing. Wouldn't they see that as a problem? Bluetooth Classic keeps disappearing and then reappearing. It's so bizarre!

[LANGLE]

If you should happen to get a satisfactory reply, would you be so kind as to share it here?

[lilfitzy974]

So customer service gave me some trouble shooting things to try which I had done. The main ones being

1. Force stopping app

2.Shutting Bluetooth off, turning back on

3.Going into the fitbit app and replacing the device

4. Resetting the device by holding down the left and bottom right buttons at the same time. 

5. Unistalling and reinstalling the app

I had already done all these things but what I hadn't done was check every device in my house, kids phones, husbands, anything that connects to Bluetooth and low and behold my son's iPad was connected to my Blaze. So I got rid of it on his iPad and things have been working. I knew if another device had Bluetooth it could mess with it but didn't think to check every single one. Customer service though was very helpful if you need to reach out to them. 

[LANGLE]

I will go check out every bluetooth device in my house to see if any of them are connected to my blaze.  Thanks for sharing!

[lilfitzy974]

No problem! Check your sons phone too! Good luck!

[rebeccatx]

same here any luck??

[rebeccatx]

yes same here!!

[lilfitzy974]

Mine works for now, let's hope it stays that way

[LANGLE]

I have had no luck finding another device connected to my Blaze.  So, that doesn't help me.  I was going to delete and re-install the app.  But, when I attempt that, it says all data will be deleted too.   That's bad.  So I am kind of stuck.  Any suggestions anyone?