Charge 6 says can't find phone for ECG app

[WinterEmerald]

Hello,

I want to run the ECG app, but it's telling me to go on the Fitbit app, yet on the Fitbit app it says the ECG is "On & Checking". It also says "Can't Find Phone" on my watch. 

I have tried:

-Restarting App and Phone
-Restarting Watch
-Removing Charge 6 from account and re-adding it
-Tried to uninstall ECG app (this took a good few tries as well)

Grateful if anyone can help? Unfortunately official support has not been helpful.

Also keep getting a notification saying it can't update some apps. Not sure which.

Thanks

Moderator Edit: Clarified subject

[Karkeryos]

Same issue here...

Tried everything you did and same result.

(Except that i couldnt even unistall the app, got an error message each time...).

[Rebeccaj1]

I’m having the same problem. True the same and nothing. Hope an answer comes out soon to fix it.  

[Rich_Laue]

I would open the app, this should force a sync. If the sync is successful, try the ECG again 

[Dannsn]

Same problem, but I can't uninstall the app... It worked once but wasn't uninstalled... all other apps can be uninstalled and reinstalled without any problems, only the ECG app doesn't want to. At first I thought it was a connection problem because the ECG app doesn't find the phone but all other apps work fine with the connection and re/install.

My ECG App Version is: 1.197.42 Last updated on 18. September 2023

But it should be 2.8 now? How if i cant reinstall? 😞 Why doesnt it updated with the Tracker?

[Priyankk]

@Dannsn  exactly the same issue with my charge 6 device, not sure why ecg app is only app which is not getting installed properly, but what I have noticed it is that if my reset my device and uninstall ecg for the first time then it gives me an option to install it again, but after the first time if you need to uninstall then it doesn’t work. Have you tried to speak to the customer/tech support?

[Dannsn]

Yes they send me this:

Google Translate:

- Open the Fitbit app on your mobile device.

- Tap the gear icon at the top right.

- Tap Charge 6 and then tap Gallery.

- Tap Apps at the top right and delete the ECG app.

- Restart your Sense: "How do I restart my Fitbit device?"

- Reinstall the ECG app: "How do I install and manage apps on my Fitbit device?"

- Try setting up the ECG feature again: On the Discover tab in the Fitbit app, tap Health Assessments & Reports then Heart Rhythm Assessment and follow all the instructions. After you complete the introduction to assessing heart rhythm, you can read an ECG.

Doesnt help and i wait for answer now

[Priyankk]

Even I have been waiting for a fix for this. I hope these people come up with it soon

[BrianL11]

Hope this works soon and this is not some new from Charge 5. This is one of the main features I purchased and little disappointed this is not ready for launch... 

[Priyankk]

@BrianL11  I followed these steps and now this ecg app worked for me on my charge 6. These steps were given to me by the Fitbit team and it worked for I would suggest you to try it as well

If the issue persists please proceed with the next steps:
 

1. Please open your Fitbit app on your mobile phone.

2. From your Home Screen, tap the "YOU" tab.

3. Select "Personal profile."

4. Select "Location" and change it or ensure that it is set to your location. Additionally, make sure your phone is set to the correct location.

5. Then, return to your Today Tab and pull down the screen to sync your device.

[Dannsn]

This is the solution for me...

Maybe you saved my life? 😛

Thank you so much... I really wasted so much time on this ❤️

[Karkeryos]

Thanks a lot, it worked for me 😄 !

Have a nice day Sir !

[Priyankk]

Super! Glad it works for you 

the support people did the hard work though! enjoy

[Priyankk]

Super! Enjoy😀

[BrianL11]

Greatly thanks for the details. Tried but no luck with your trick. My location is UK and correctly setted.

And I tried uninstall/reinstall ECG and seems this was not successful to install on my iPhone 12... No way to open the app from my watch...

@@Quick update, It is sunshine in UK Birmmy now. After a short run, it works. Thanks ! 

for those who still watch this, better try reconfirm "location setting"is correct, and "re-install(by uninstalling it) the ECG plugin". Then, wait for the sunshine, and go RUNNING!    

Thanks all, after a

[Rich_Laue]

Ok, I don't have a Charge 2, but with my current and past watches, the fitbit app needs to be open during the first use of the ECG app. Afterwords, the fitbit app on the phone does not need to be open. 

Yes the fitbit app needs to have location permission. Why? Don't know

[RiekoC]

@Rich_Laue  Perhaps the Fitbit app needs to have location permission since the ECG app is currently not available in all countries. So, the app would need to know if the device is being used in an authorized/approved country. 🤔 

I recall a user post who wasn't able to run the ECG app on their Fitbit. Turned out that they were visiting a country where the Fitbit ECG app was not authorized/approved for use. 

[Mixy23]

THANK you! You’ve saved me lots of frustration. 

[Mixy23]

After much hunting I found an answer from someone else. It worked.
please proceed with the next steps:
 

1. Please open your Fitbit app on your mobile phone.

2. From your Home Screen, tap the "YOU" tab.

3. Select "Personal profile."

4. Select "Location" and change it or ensure that it is set to your location. Additionally, make sure your phone is set to the correct location.

5. Then, return to your Today Tab and pull down the screen to sync your device.

[Rich_Laue]

@RiekoC that makes sense, however, because of changes in Android 10, the fitbit app requires location permission to be able to sync. 

So yes the Fitbit app needs access to location services for multiple reasons.