Inspire 2 is not syncing all the time

[MattWoelfsen]

I have owned this Inspire 2 for a little over a month. I signed up for FitBit Premium. Two items have stopped working:

1) the battery level on the FitBit app has stayed on 29%. Last night, I get an email that my battery needed recharging. So I went to my FitBit app and the battery shows 29%. I plugged in my Inspire to the charging dongle and at that time it was down to 12%. I charged up my Inspire 2, I got the smiley face on the tracker, but the Fitbit app still shows 29%. Why?

2) I really like “Health Metrics”. BUT for the past week, when I sync the Fitbit app when I wake up, the Resting Heart Rate registers as “unable to collect data.” Why?

Moderator Edit: Clarified subject

[MattWoelfsen]

I ended calling FitBit support. The technician told me to log off my FitBit app on my iPhone and log back on. This resolved my issue. So if you have a problem where the application is not displaying the expected outcome, log off and log back on. 

[MattWoelfsen]

Back again! At the start of this posting I indicated that my Inspire 2 was not synching battery status with my iPhone. The “resolution” was to just log off the application on my iPhone and log back on. So I am now logging off and logging on when I first wake up in the morning and when I get to bed in the evening. 

I never needed to do this with my Inspire HR.   

Since I had the time today 01/30/22:

1. On my iPhone XR (iOS15.3) I removed the Inspire 2 device, I logged off the Fitbit app, and I deleted the app.

2. On my iPhone, I went into Settings, and “forgot” the device.

3.  I re-installed the app, logged on, added Inspire 2. Followed the prompts, and restored the device.

Hopefully doing this will re-set both my iPhone and Inspire 2. 

Why is this such a concern for me? This device is a reluctant replacement for my Inspire HR. My old Inspire HR served me very well for the two years it was clasped around my wrist without ANY problems. I thought this Inspire 2 would be a worthy replacement, but with this simple failure, I am having my doubts. Fast approaching my 90 day return window, I want this matter resolved and keep this device.

[YojanaFitbit]

@MattWoelfsen  Thanks for stopping by in the Community Forums and trying to troubleshoot the issue with your Inspire 2 before reaching out. Sorry you've had all those issue with this model. We really appreciate your feedback and the time you've spent with our team fixing the issue with your Fitbit app.

I'd like to mention that you can sync your Inspire 2 automatically when you open the Fitbit app or manually by tapping your profile picture > your device tile > Sync Now. If the issue persists, see Why won't my Fitbit device sync? 

Hope that helps. 

[MattWoelfsen]

Thanks for your reply YojanaFitbit. I have gotten really familiar with my Fitbit app and my Inspire 2. I have done a lot of searching and trying to figure out why my Inspire 2 doesn’t sync properly with real time battery status. I have decided that this is a very minor flaw in what is a very simple tracker. My Inspire 2 and my Fitbit app are important to me to manage my fitness and health. This flaw doesn’t appear to be addressed technically except advice you provide, such as synching through the app. Or when Fitbit support tells me to log off and log back on, or Fitbit support tells me to delete the device from my iPhone, delete the Fitbit app and re-install the app and re-install the Inspire 2. All of the advice you have provided gives me an update of my device and app but an hour later, when I re-synch, my battery status stays the same until I log off and log back on.

I am a technical oriented person and can only do what an end user can do. As the manufacturer of my Inspire 2, I would hope that Fitbit would look into this matter and try to figure out what the problem is from a hardware/software technical point of view, instead of the “try this, that should work” method.

[InsomniacYes]

I recommend you return the device while you are able to do that, get another one, and see if it works better.  I have had MANY issues with the Inspire 2, but that thing you describe is not one of them.  Based on that, I do not think it is normal.  I think your device is defective, and they're giving you the run-around.

[MLB44]

customer service sent out a return label and it’s on its way back now. Hoping a new unit will resolve my problem! Thank you. 

[MattWoelfsen]

Talked directly to Claudia/Fitbit Support and she stated that this is an identified problem and that their technology department is working on it. She could not categorically state when this will be resolved. She declined to offer a replacement for my Inspire 2, which means that my return window will expire. I can either return it now, or wait it out.

This experience with this new Inspire 2 and the support from Fitbit that I have received is disappointing. As I stated earlier, it is a very basic device—on the bottom of the list of devices that generates very little profit, unlike the higher end smart watches that Fitbit offers to compete with the likes of the Apple Watch. Ironically, I received a small notification from Apple today (02/05/22) of a new update for my Apple Watch 4–that is first class support.

Why am I spending this kind of time trying to get my Inspire 2 to work properly? All things considered, it is a good device, the Fitbit App is a good app. It is that this niggling problem of battery status that is minor enough to cause irritation that draws the thought: “If it so minor, why can’t Fitbit/Google—one the of the largest technology companies in the world—fix it?”

[InsomniacYes]

@MattWoelfsen, based on what I've read in the other forums, I'm not sure they try any harder with their higher end smart watches, but maybe? 

The thing you describe is definitely NOT a universal issue, as my device and my app show good agreement (after syncing).  You might "luck out" with a different device.  For me, the main selling point is the small/thin form factor, as I can no longer wear larger watches due to wrist pain.  And Fitbit (unfortunately) seems to be the one that is most accurate with sleep tracking (when compared to methods like EEG).  However, overall I have a very poor opinion of the company and would prefer to spend my money elsewhere.

As far as the sleep tracking goes, I think Whoop also is good, but I am unwilling to do the $30/month thing.  On the other hand, after 8 months of giving consistent data, my Inspire 2 has started cutting off the early part of many of my sleeps, and sometimes when I delete the record and make a new record with the correct time there are distinct enough changes to the overall "architecture" of the sleep to make me wonder.  If they do not do something to fix that weird glitch, I won't have any reason to stay with this device when my current one wears out.  

[MattWoelfsen]

@InsomniacYes I appreciate your comments. Your utilization of the Inspire2 is very similar to mine. The major reason for purchasing the Inspire HR was its ability to monitor my sleep. I have sleep apnea so this technology was the most inexpensive option for me. The Fitbit app is simple and understandable. This Inspire HR was starting to age, I wanted something new, the cost of the Inspire 2 was marked down AND this purchase provided me with a very reasonable terms for a subscription for Fitbit Premium.

This entire experience reminds me of the British phrase “in for a penny, in for a pound.”

[YojanaFitbit]

Hi there, @MLB44 @InsomniacYes and @MattWoelfsen. Nice to see you around in the Community Forums. Thanks for contacting our support team and for all the steps you've tried to fix this issue with your Inspire 2.

As I've seen you reached out to our Support Team after posting here. If you have any questions regarding the outcome of your case, please feel free to contact our team back so they can clarify any doubt. 

@MattWoelfsen We understand that the outcome of your case with our Support Team is not fulfilling your expectations, but keep in mind that every case is completely different from the other's, thanks for taking the time to share your experiences and feedback. For more information about the outcome of your case, please get in touch with our team again. 

Thank you for your understanding.