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Always connected feature not working

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‎07-25-2019 04:00 - last edited on ‎09-08-2020 14:11 by Fitbit Moderator

‎07-25-2019 04:00 - last edited on ‎09-08-2020 14:11 by Fitbit Moderator

My fitbit charge 2 has "always connected" selected but when I start  "walk" or "bike" activities, for example, the Charge 2's "connected to phone" icon doesn't always show a successful connection. However, when I open the Android app it always connects immediately. There doesn't seem to be any point in the "always connected" option if it doesnt connect. I haven't figured out any sort of pattern apart from opening the app immediately connects. Any thoughts or advice?

 

Android 9 on Huawei P30 Pro. 

 

Moderator edit: Subject for clarity 

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‎07-26-2019 11:48

‎07-26-2019 11:48

Hello @andrewgscott, it's nice to see you again participating here in the Community Forums, thanks for bringing this to my attention. Let me give you a hand with your Charge 2 concern.

 

Seems odd that the Always connected feature of your Charge 2 is not working as the way we designed it. Let me share with you that the Huawei P30 Pro is not currently listed as a compatible device with our products and services, therefore, you may experience certain connection difficulties with it. I'm aware that some users are able to use non-compatible devices with our Fitbit products, however, we cannot ensure a proper function of all its features due to this compatibility concern. That said, even though your mobile device is not compatible, lets give it a try to the following troubleshooting steps and let me know how it goes:

 

  1. Force quit the Fitbit app
  2. Uninstall the Fitbit app from your phone
  3. Make sure that your mobile device Android version is up to date
  4. Reboot your mobile device
  5. Reinstall the Fitbit app
  6. Try again to use the Always Connected feature

 

Looking forward to your reply if further assistance is required, Let me know if you have any additional questions.

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