Syncing on El Capitan

[scote]

I know there are other posts about this but wanted to put my two cents in here as well.

This issue has been going on since El Capitan came out.  Fitbit needs to get this fixed.  Telling your customer base that you need to sync with your phone is not a long term fix.  I waited patiently for a fix to come out sine El Capitan's release.  It took way too long to address this problem Fitbit.  Now, I updated my Fitbit client and it still has issues.  I have to disconnect the dongle everytime I turn off or put my computer to sleep.  Not acceptable.

Fitbit has done well, and I think sales look good.  There is a lot of competition out there though.  From what I have experienced in the past with Fitbit and seeing with this issue, Fitbit has oversold their ability to support their hardware.  Fitbit, you need to address this now or you will risk your reputation.

[MarreFitbit]

Welcome to the Fitbit Community @scote, hope you're doing great today! Thanks a lot for your feedback in regards to the way El Captain has worked for you. We're constantly striving to improve Fitbit products and services, and we very much appreciate all of the input we receive from our customers, I'll keep an eye on this my friend.

I can try doing some troubleshooting here with you if you like, starting with the basics.

1. For your Fitbit One to sync, you need to have the MAC version of Fitbit Connect installed on your computer.
2. Then you have to have the fitbit dongle plugged-into a USB port on your computer, a port that is directly off the motherboard as opposed to a USB port on peripheral equipment (mouse, modem, printer...)
3. If you have an Bluetooth-enabled iphone or a smarphone close buy, turn off the Bluetooth signal as it might interfere with the dongle BT connection.
4. Are you using Safari as your browser? If not, which browser are you using?
5. I know you said that you just updated to El Capitan, but did you check for update - there was an update, 10.11.1 is the latest version.

Have a nice start of the week! 

[wtwolf]

MarreFitbit - I'm having the same issue with syncing having upgraded to El Capitan.  The problem is with the Fibit Connect client not recognizing the Wifi sync dongle during system initialization.  The dongle must be reseated in order for a sync to occur.  It doesn't matter if the dongle is plugged into a hub or a native USB port, the result is the same.  The dongle doesn't communicate by way of Bluetooth, it's a radio frequency Wifi protocol.  Therefore, Bluetooth enabled devices, such as a smartphone, have no bearing.  I opened an incident in early November.  It was closed and nothing further to resolve this issue has seemingly taken place.  This evening, I opened another issue, same problem, and hope the folks at Fitbit will take this on as a defect in the client "Connect" software.  By the way, the latest version of OS X just so happens to be 10.11.2.  Scott

[TandemWalker]

@wtwolf@scote

My own two cents about this. Inasmuch as some folks don't like to hear this, the problem with El Capitan is not universal; and this leads me to think that it perhaps Fitbit may not be the root cause. We have two MacBook Pro in our house, both updated from Yosemite to El Capitan, both running the latest version 10.11.2, and we never had any issues with Fitbit Connect and the dongle. 

The latest version of Fitbit Connect of OS X is 2.0.1.6757 -- that's the first thing I would check.

If you have another Bluetooth enabled device (iPhone, iPod ...) already paired to your Fitbit One, that might interfere with the BT connectivity to your Mac/dongle. Turning off the Bluetooth signal on this other paired device might allow your Mac to sync. As far as I know, Fitbit trackers can only connect with one device at a time; such that if you already have a live connection, say on an iPhone, attempting to connect via MacBook/dongle might not work.

             TW             

____________________________________________________________________________

(If this tip solved the problem for you, please mark this post solved, as this will be helpful to other users experiencing similar issues.) 

[wtwolf]

Seriously doubt it is a problem with Mac OS.  A reboot indicates an exclamation point (!) in the Fitbit Connect icon located in the menu bar.  Yet, when I query About this Mac>System Report>USB, Fitbit Base Station is recognized by the El Capitan 10.11.2.  It is not recognized by the Fitbit Connect client.  In my opinion, therein lies the problem.  It isn't till a reseat of the dongle occurs, after each and every reboot, does Fitbit see the supplied dongle.  Disabling Bluetooth on the smart device (iPhone, iPad, or whatever) doesn't resolve this problem.  This is a Fitbit issue and as described, a temporary workaround of reseating the dongle for a successful sync, or using bluetooth to sync, is unacceptable.  This is something the software developers need to address at Fitbit - not Apple.  Fitbit doesn't provide the user a clear and concise method of discerning the version of Fitbit connect.  Other applications from other vendors, give the user an easy means of determining the installed version by clicking on a drop down menu and selecting "About"..  Not so of Fitbit Connect.

[TandemWalker]

Hi @wtwolf. You can readily see which version of Fitbit Connect you are running on your Mac with Finder, under Applications.Just move your cursor on Fitbit Connect and all the details will show up. The latest version is 2.0.1.6757.

TW 

[wtwolf]

Perhaps with a customized view option while hovering over the icon will reveal the version..  A two finger tap>Get Info indicates 2.0.1.6757.  It would appear the latest version is installed...  Next?  Scott

[TandemWalker]

My bag of tips is running low Scott @wtwolf!

It's just strange that El Capitan works just fine for some and not for others, don't you think? That's why I always thought that there had to be something specific at the user end. It may very well be a Fitbit issue  as you stated in your earlier post; but if it were, would we not all have the same issue? We both have Fitbit One trackers, we're both running the same version of Fitbit Connect and El Capitan ...

I do remember a post in another thread that one chap was able to identify an app on his Mac that was using Bluetooth - and for some reason, that BT-connection was blocking the BT-connectivity with the Fitbit dongle. I am not sure if the app in question was paired to the Fitbit One or not, but I assume it was. Fitbit trackers, to the best of my knowledge, use a single channel BT connectivity scheme, such that it cannot be connected to do devices (or app) at the same time. This is perhaps something you can look into. But besides that, I am dumbfounded over this, really! 

             TW             

[wtwolf]

TW - Agree with you on all fronts.  It wasn't until the upgrade to El Capitan (from Yosemite) when the problem surfaced and and nothing I've tried has been successful.  Apparently, I'm not the only Mac user affected, while not all Mac user are seeing the same problem.  I'm asking for Fitbit's assistance in this issue because the only device demonstrating this behavior is the Fitbit dongle.  By the way, Bluetooth is turned off on all external devices (iPhone, iPad), while the Wifi sync issue persists.  I have Bluetooth enabled on the Mac Pro... (paired only to a wireless keyboard and magic trackpad - both Apple peripherals).  Obviously, there is an issue somewhere and I don't feel that Fitbit tech support is taking adequate ownership in an attempt to resolve the problem.  I do appreciate your effort, TW.  Thank you.  Scott

[TandemWalker]

No problem Scott @wtwolf. Just out of curiosity, where is the Fitbit dongle plugged in - is it in a port directly off the motherboard or a port off peripheral equipment?

TW

[wtwolf]

TW - The dongle is plugged into a USB hub that resides in the monitor.  But, that was one of my first thoughts as a process of elimination.  That said, I tried it again (today), to validate my early findings by plugging it into a USB port on the processor.  Same result; not recognized by the Fitbit Connect client.  Again, reseating is the workaround but not a permanent solution.  I have an open support request with the Fitbit folks and I can only hope they're working this issue and reading the forums.  If I were inclined, I suppose I could attempt to recreate the problem on an early 2014, 13" MacBook Pro Retina.  Again, thanks for going beyond.  It's more than I can say for the support I've received from the vendor.  Surely, Fitbit developers can step up the plate, admit a problem and offer a solution (not a workaround).  The numerous forum posts suggest that it's not an isolated incident and that many Mac customers are experiencing the same.  Plenty of supporting complaints, it could be easily recreated if Fitbit truely exercised regression testing.  Meaning, that some defects can slip by, but when complaints arrive with a common demoninator, it should raise flags and you put your best resources on the job.  Scott

[wtwolf]

Reply to my own thread - this just in my inbox:

Hi Scott,
We're sorry to hear that you're having issue with your dongle not being recognized after reboot.
We suggest to try to plug the wireless sync dongle into other working USB Port.
Please let us know if you still continue having issue with your wireless sync dongle so we can investigate further.
Sincerely,
Myrlenita D. and the Fitbit Team

Further investigation should be compulsory at this point.  Losing customers is an elective.  Frustration is the result.  Scott

[clinek45]

I'm having the same problems.   The dongle worked fine when I first upgraded to El Capitan, and then it just quit.  I have tried everything!  Moving the dongle from one USB Port to the next.  It's a pain to deal with.   I have the latest version of El Capitan installed and the lates version of FitBit Connect installed.  I'm getting very frustrated and tied of being told to walk through a list of steps each time that I want to sync with my computer.  

One of the reasons that I went with FitBit over some of the competetors was that it synced so well with my Mac -- I was goint to upgrade my FitBit from the Charge HR to the Surge - I'm not so sure now.  

[wtwolf]

This is an issue that fitbit is finding far easier to point fingers at Apple than step up to the plate and take responsibility.  Obviously, others are experiencing the same, given the number of threads addressing the same issue.  It doesn't bode well in terms of customer satisfaction.  Apparently, the marketing division is better funded than tech support.  As a Mac customer, I'd hoped for better support.  One suggestion from the fitbit folk is turning on bluetooth to sync by way of a smart device as a workaround.  In the same breath, fitbit suggests turning OFF bluetooth as it's interfering with the wifi protocol used to communicate with the dongle.  You're encouraged to draw your own conclusions.  I've drawn mine -- 

[pralston]

 I bought this Fitbit thing so my partner could identify lifestyle changes.  So far, the only changes she wants to make is to throw this thing away!

1. It is amateurish to leave the users having to plug/unplug the dongle after each reboot.  ElCapitain
2. The wrong day is perpetually displayed.  I have read many forums and followed many paths to fix this but none have worked.

All of these explanations about turning off other BT devices just lowers the credibility of the discussion and the manufacturer.  The goddamn Mouse on my MAC is BT and I'm NOT turning that off.

Now I'm getting frustrated spending time spilling my woes in Public.  Fitbit, please give us a timeline to fix these issues or I gues it is time to look for some gadget a little better supported.

Thanks for listening

PaulR

[TandemWalker]

Hi there @pralston. Welcome to the Community, where you will always find a fellow fitbitter eager and willing to help. With respect to the actual points you raise, I have the following comments:

• The issue with El Capitan is obviously a difficult one that apparently affects only some users. Fitbit moderators have indicated time and again that their engineers are still trying to resolve this issue with Apple. Given the bad press Fitbit is getting in the Community, I'm sure that they're just as anxious to find a fix for this as your are. So it's not like they're ignoring the problem, but they're woking on it with their counterparts at Apple. What more can we ask for?
• As for the wrong day being displayed on your One, I'm confused because your tracker does not show a day or a date - it only shows the time. Please clarify. Perhaps you're referring to silent alarms and if they're not showing up properly, it may be that your time zone in Settings is not correctly set. This Help document deals with time zone settings - Time Zone .
• The explanations given about Bluetooth interference relate mainly to devices already paired to the Fitbit One. For example, if you have an iPhone with an active connection to your Fitbit One, it may prevent it from connecting via your Mac/dongle.

No one is forcing you to spill your woes in public. As a matter fact, the best way to deal with Fitbit if you have a bone to pick with them is to Contact Support directly:

http://help.fitbit.com/?l=en_US&cu=1&fs=ContactUs 

Should you choose to do so, please give us an update regarding the response you got from them.

Hope this helps. Cheers!

             TW             

[Bethgholmes]

I am having the same issue sycing my Fitbit one to my iMac. I'm running the latest version of El Captian and the latest version of Fitbit connect. I've turned off bluetooth on my iPhone, I've reset my Fitbit, I've moved my syncing dongle. Still nothing at all. The Fitbit works fine itself and is counting steps. It's annoying to say the least. I also can't get the Fitbit to sync with my iPhone. 

[wtwolf]

An update for the forum..  Fitbit tech support asked that I install the Connect client on another computer.  It just so happens, that along with the desktop MacPro, I have also have an early 2014 Macbook Pro.  I did as requested, moved the dongle to the notebook computer and managed a sync.  Since the problem involved recognizing the dongle after a reboot, I rebooted.  First reboot, success, the client found the USB attached dongle.  I tried again, and again, and each successive reboot yielded what I've seen on the MacPro - the dongle was not recognized until such time it was reseated.

Surely, this issue spans a significant number of Mac customers.  Some appear unaffected.  Yet the problem is persistant among many.  To be frank, I'm not pleased that the software engineers are asking me to provide regression testing.  Myself, along with others, have the same identical problem.  As pralston points out, a proactive approach would be appreciated.  Even a reactive approach.  But no approach is unacceptable.  The fact that this issue has been lingering since the release of El Capitan, and as of yet no viable solution, just workarounds, is deplorable.  It suggests that the Fitbit software developers have jumped ship and the resources available are in short supply.  Just my opinion, but one has to wonder....  Scott

[Lixx]

I'm having the same exact issue. Upgraded from Snow Leopard to El Capitan in December and I have so many issues syncing. It started as you said having to connect and reconnect the dongle to even get Fitibt Connect to sync without a giant exclamation point next to it. Once connected if I hit sync now it can never find the Fitbit One. I called a Fitibt rep and they had me reset the Fitbit One through the charging cable and nothing works. It just will not sync. I got so frustrated I removed Fitibit Connect from my Log In items (and yes I have the latest version before anymore tries to go down that road) and I still carry the Fitibit One around to see how many steps I take but yeah I have no data being reported to to my dashboard anymore,

I give up, probably won't even use Fitibit anymore until this is fixed. This is not an Apple issue at all. Fitbit needs to fix it.

[Surfdog]

It's been going on for 6 months now with no fix and no updates on any progress. Fitbit support is a joke. Oh, but did you see the new Fitbit Alta is out? Guess there's no problem in development. If I had an emoticon with a middle finger I would send Fitbit one more message.