Inspire HR failing linking the app

[CDL77]

Despite many customers reporting problems linking with the app, FitBit provides no direct support to explain and correct the problem.  We have to read other customers’ comments for potential solutions.  Clearly there is a Fitbit system problem and they won’t address it. Unsatisfactory!

Moderator Edit: Clarified subject

[PureEvil]

@CDL77,

Strange, I've always had a pretty good experience when I've contacted support.  Did they give you a case number?

And what was the nature of the issue that you were encountering?

[sisro]

I got over 25 messages from Fitbit this morning responding to problems I didn't send. What's up with that?

[AlejandraFitbit]

Hey @CDL77 and @sisro, it's great to see you around. @PureEvil, thanks for the input.

I understand how are you feeling and appreciate the feedback provided about our support team. Can you please be more specific about the issues you are experiencing with your tracker so I can better assist you?.

I hope to hear from you soon. 🙂

[CDL77]

The Bluetooth connection (on both iPhone and iPad) with Fitbit (Inspire HR) began failing several weeks ago. I was unable to sync during that time. Now I am only able to sync if I delete app, reload it, tell Bluetooth to forget the device and then re-pair it w Bluetooth. This is unreasonable to have to do on a daily basis.

Fitbit needs to acknowledge this problem, fix it Permanently and then apologize to customers for weeks of failed service.

[Jothesearabbit]

I’m having this same problem since a few days!  I waste so much time just trying to connect, it is insane!  Usually, doing all the process of unpairing, bluetooth forgetting, and doing it all back was working even if it is an annoying process but for the last three days, i had to reinstall the app and despite this, tonight  it can’t connect to tracker.  It is my third fitbit and i’m so tired of the problems that i’m thinking of getting another brand of fitness watch.

[PureEvil]

Hello @CDL77,

Fitbit trackers work in a bluetooth mode called "promiscuous".  This basically means that it'll communicate with any device that will try to communicate with it.  Unfortunately, Fitbit, like humans, can occasionally get confused if trying to carry more than one conversation at a time.

I'd recommend trying this:

1. Turn off your iPad.  I mean really off.  Like press and hold button and slide to turn off.
2. Turn off your iPhone.
3. Restart your Inspire HR (connect to charging cable and press and hold button for five seconds).
4. Turn on your iPhone.

See it syncs now.  I find that every great once in a while (one or two months) one of my trackers gets into a confused state and I need to restart it.

I hope this helps.

[Jothesearabbit]

Thanks for your advices.  After three Fitbit, i went through quite a few problems as you can imagine, but none like this one.  I did all of the above... and i’m still stuck with the same issue. Fitbit is found yeah!  but connecting to tracker since an hour now...   and it is like this since last night... What happened last night?  Nothing on my side i’m sure... but i’m having sync problems since a week now.  I guess i’ll be getting something else pretty soon as there is no real fix.

[Jothesearabbit]

And for the record ,online support may be good but i will  never know.  On chat, explaining and giving info, connection broke... despite having my email and phone number... no follow up! I’m done and will get Apple Watch asap!

[CDL77]

Thanks, but this is what I have to do everyday. Bluetooth and Fitbit lose connection everyday, have to be reloaded and re-paired everyday after several years of normal operation. Fitbit changed something, should ‘fess up and fix it.

Sent from my iPad

[PureEvil]

@CDL77,

So when you say "this is what I have to do everyday", do you mean your routine:

I delete app, reload it, tell Bluetooth to forget the device and then re-pair it w Bluetooth

Or my instructions?  Because I think my instructions involve considerably less work.  Though I also suggested that (at least for diagnostic purposes) to turn off you iPad completely (yes, like "Slide to power off" off) and by virtue of your "Sent from my iPad" signature, I'm guessing it's not actually off.

So again (don't just say you did all this, please confirm):

• Did you turn off your iPad (completely off, not just turn off the screen):  yes/no?
• Did you turn off your iPhone: yes/no?
• Did you restart your Inspire HR: yes/no?

Once you turned on your iPhone (and left your iPad off) and ran the Fitbit app (not need to re-install the app) were you able to sync it?

I'm just curious.

[Jothesearabbit]

« So again (don't just say you did all this, please confirm):

• Did you turn off your iPad (completely off, not just turn off the screen):  yes/no?
  YES
• Did you turn off your iPhone: yes/no?
  YES and even did the needed update
• Did you restart your Inspire HR: yes/no?
• YES

Once you turned on your iPhone (and left your iPad off) and ran the Fitbit app (not need to re-install the app) were you able to sync it?

Yes but loosing all stats and only for a few hours.... and i would  need to redo it all again... fun, isn’t it?  
it is this way since a week now for me... pretty annoying

[PureEvil]

@Jothesearabbit,

Actually, I wasn't directing the question to you (since I was really asking follow up questions), but since you took the opportunity to respond.

I did say that I was asking these questions (and wanted confirmation) for diagnostic purposes.  So there's a very good chance that your tracker may be getting confused by both the iPhone and the iPad trying to communicate with it.  So there are a handful of viable workarounds to get your tracker syncing reliably:

First, don't use the Fitbit App on your iPad:  Uninstall the Fitbit App and delete the bluetooth pairing.  Keep in mind that you can still use your iPhone to sync and you can check your stats on the iPad from the fitbit.com website and Safari.

Second, continue to use the Fitbit App, but prevent syncing: Simply turn off bluetooth on your iPad and it won't be able to interfere with your iPhone syncing.  Granted I don't know the nature of what else you have connected to your iPad so that may not be practical.

Third, minimize how frequently the Fitbit App communicates with your Fitbit: Run the Fitbit App on your iPad and go to your account.  Tap on the picture of your tracker.  Slide to the bottom and turn off the "Always Connected" option.  You may need to do this on your iPhone as well, but hopefully not.

Finally, you also mentioned the possibility of an Apple Watch.  While that's certainly our prerogative, just a few things to keep in mind:

• Battery life is measured in hours, not days.  That's 18 hours; not even a full day (and that's after charging overnight).  So pick between activity or sleep tracking, because you can't do both.  Your Inspire HR has nearly seven times the battery life.
• If you ever get a different phone platform, that watch becomes a paperweight.  It doesn't work on any other platform.
• Many people enjoy participating in challenges (I'm currently on two).  I don't know how many friends you have on Fitbit nor how many challenges you participate, but you won't be able to anymore.  Activity on an Apple Watch does not count towards Fitbit challenges.

I hope this helps.

[Jothesearabbit]

The app isn’t on my ipad, i removed it after a few days of problems.

What is upsetting  is that i never had problems like this before and i’m going with Fitbit since 3 years!  

I understand updates can cause confusion for a few hours but this was always solved quickly.  Now, it is a total new situation that no one can figure out.  I already spent many hours with customer service for getting partial solution.  It works for a few hours but all stats are gone.  

Challenges, yes they are fun, i do many weekly but since a week i can’t compete, my numbers aren’t adding.  For a few days, when i could have it working, i had step count on main screen, but zero in challenges, zero calorie count, zero activity time count...well it is not working and it is highly irritating.  I don’t mind spending a few hours getting stuff to work, but not on a daily basis. It takes a patience i don’t have.

[PureEvil]

@Jothesearabbit,

Thank you for responding.  I know that this may not sound genuine, but it is.

The more you respond with more information the more I (and Fitbit and other users) can narrow down the cause and suggest a way by which you can get unblocked.

When you say, "It works for a few hours but all the stats are gone."  What do you mean?  I mean most of the time, if a Fitbit doesn't sync, it simply doesn't sync...  Your stats don't update but don't disappear from your dashboard.  Is that what you're seeing that your stats disappear?

Also, if you are having consistent problems syncing, it may be caused more by the Fitbit App than the tracker.  I haven't had issues, but I use Android.  I have very little experience with the iPhone.  You may want to look in that part of the forum (vs. the Inspire HR) to see if there are any suggestions.

Again, thanks for your response.

[Jothesearabbit]

I mean that the numbers aren't adding properly. For example, I did a walk of 86 minutes.  Number of steps appears on the Fitbit.  They show also on the main screen of the app.  But, once in challenges screen, I still have 0.  Calories stays also at 0 and activity time at 0 and that on the main screen, like nothing was done despite the number of steps.  I removed and re installed the app many times with no success.  Last time I solved the issue with the help of customer service, I had that same thing happening.. it was showing steps but nothing else.  And a few hours later, I couldn't sync at all and even redoing all the process it is still not working. I'm just tired of it all, so I will walk on my own lol!