Inspire HR won't stay synced with Android

[leahnassar]

This seems to be a common problem in the message boards. I have "forgotten" and re-paired the Bluetooth pair on Android. I've re-paired them in the Fitbit app multiple times. I've reset the connection in the app multiple times. If I wanted a basic step counter I could have gotten one and saved myself $100.

It's incredibly slow to pair and then doesn't stay connected. Just spins, looking for the device. The phone and Fitbit are literally touching each other.

I'm starting to regret the purchase. I pre-ordered the device. I can see my steps for THAT DAY on the device itself but no historical data, no workouts, no sleep because that's in the app.

This is not a user problem. This is a hardware/software problem. I have followed the instructions in other community posts. 

I installed the firmware update which took a very long time but didn't seem to help.

[leahnassar]

It finally synced for the first time since yesterday 7am. It seems to manage to sync every other day, or every couple days. It's frustrating because I want to check the app on my own time, not check and hope it played nicely. 

My phone had no issue creating a Bluetooth pairing with anything else so I don't know what's going on here.

[leahnassar]

Ugh. I meant to reply as an update not to mark my issue resolved.

[Jeannejoyful]

leahnassar, I feel your pain and have the same problem with my new Inspire HR syncing. I did not have problems with my Fitbit One and am thinking I made a horrible mistake in choosing the Inspire HR. I only received it on Tuesday so have only used it for a couple days. I sure hope someone can help us. I have not called customer service yet, however, I do think it is a software problem. 

[Rich_Laue]

@leahnassar when you say that you forgotten this means that you went into the phone's bluetooth and reminded the Inspire from the listed of trusted devices. 

This is a good step,  bit does not require or allow the user to re-pair the Inspire.  The phones bluetooth should give a rejected by inspire message.

Now I'd the Inspire was removed from the Fitbit so and therefore rebounded from your Fitbit about,  this will only add more problems and we have to fix the nin sync issue before the take can be added to the account. Im not sure what you mean by un-pair and re-pair? Try a sync after every few stepss

Now being on an Android device steps that users have found helpful. 

Check for phone updates

Check for a Fitbit app update. 

Restart the tracker

Go into the phone's settings and clear the phone's cache,  or just clear the Fitbit apps cache (phone settings - apps - storage - clear cache)

While in the Fitbit phone setting lets close three Fitbit app

Restart the phone 

If it still isn't syncing 

Let's remove the Fitbit app,  restart phone,  install a fresh copy of Fitbit.  Make sure that you remember your Fitbit login

[gozomonster]

Not sure if this is a similar issue, but everything was fine syncing with my Android (Xiaomi Mi Mix 2) for the first week, and then suddenly, I haven't been able to sync for 24 hours.  Phone says "no device found" even though the tracker and phone are right next to each other.

I've...

- reset bluetooth

- uninstalled and reinstalled the app

Still unable to sync.  Then I tried restarting the tracker, and after the restart, all my stats were back to ZERO!  The article I found said a restart is not a reset, but guess what, it reset everything.

And on top of that, I was still not able to sync.

Then I tried unpairing the tracker from the phone using the app, but I'm now unable to add it.  Setup process says "found it", but then doesn't send the 4-digit code to the tracker, so I can't set it up.

So I tried my Windows desktop app -- since I unpaired the Inspire HR from the account via the phone, it wasn't showing up in my desktop app either.  But running the pairing process via the Windows app actually worked -- it sent the 4-digit code, and now my Inspire HR is again linked to my account, and I'm able to sync it using the desktop W10 app.

The synced data (now starting from zero, so only 200 steps at then end of a full day of outdoor activity and exercise) now shows up on my phone app too.

But trying to sync using the Android app still fails -- "no device found".

What's going on?

[Rich_Laue]

are you saying that all you're states on the tracker have reset to zero @gozomonster 

As for removing a tracker because of a sync issue,  this will only add problems,  we still need to fix the communication error that is causing the failure to sync.  Once the sync issue is fixed we will be able to setup the tracker. 

As for the data Tue app displays,  this comes from your online Fitbit account ans only Fitbit support will nee able to delete this.  

You don't un-pair a tracker from the phone through the app,  this only tells Fitbit that toy do not want to use the tracker ans removes it from your Fitbit account. 

You still need to un-pair the tracker from your phone.  Open the phone's bluetooth settings ans remove the tracker from the list of trusted devices.

I would also clear the phone's cache.

Keep is updated

[leahnassar]

Hi Rich,

The phone and device do eventually/occasionally sync, but the phone frequently can't find the device. Sometimes it seems to be showing current stats but then other times it hasn't been able to sync for a day or two. It never retroactively "forgets" stats as the other poster in the thread reported. I have uninstalled the app, I have unpaired the device within the app and readded the inspire (takes a long time), I have cleared the app cache in Android settings.

But like I said, it's not that it never syncs up. It's that it's unpredictable and often can't find the device to sync when I go into the app to see how "today" is going. 

Like, it's syncing right now, but it couldn't find it 2 hours ago.

It's more temperamental than I'd like.

[Rich_Laue]

Hello @leahnassar notice I put a "@" before your name si that you get an email saying that I mentioned you by name. 

Please stop removing a nin syncing tracker from your Fitbit account.  This simply tells Fitbit that you do not want to use the tracker anymore.  It will not fix a sync issue, which still needs to be fixed before the user will be able to set the tracker back up. 

As for your phone,  you mention both an iPhone and an Android,  I assume it is android since you still mention this. 

Is you app up to date?

Tracker and phone restarted?

Better even to power both off. 

Sometimes I find killing the Fitbit app through the phone's settings - apps - Fitbit,  this OS really the only sure way to restart the Fitbit  device drivers

[gozomonster]

Hi, @Rich_Laue -- thanks for replying!

I'll try to add more detail:

- Yes, all states went to zero.  It was around 11:30, I had around 18k steps recorded, but the tracker wouldn't sync.  I tried resetting Bluetooth, reinstalling the app, clearing the phone cache, no luck.  So I looked up how to restart the tracker, and I found the plug-it-and-long-press-the-button method, but when I did that, steps, calories, distance, etc. all dropped down to zero.

- So I didn't think it would be an issue to delete the tracker, since it's only a week old -- it would be like setting up a new tracker. When my wife got her Inspire HR (same time as me; she was upgrading from Alta HR; I was starting from scratch, as far as Fitbit is concerned), she simply added it, and the data from the other tracker was the starting point for the new tracker.  And since I'd lost the data already for the day, but had synced the rest to the servers, then I figured I'd try that.

- After deleting the tracker from the account, I couldn't add it using the phone, because of the communication or sync issues, I guess.  But I was able to re-add it using my W10 Surface Pro, and finally sync.  Although for that whole day, it only recorded 200 steps haha

- The next day, for no clear reason, it finally synced with my phone again.  Although the first sync attempt always shows "no device found", and then it syncs.  Might be similar to @leahnassar 's problem.  Before the other day, I had never seen that error.

- Now, it syncs more regularly, but two issues persist --

1.) even though the app shows sleep data, my tracker only shows the moon but dimmed out, no stats; and

2.) I can't get notifications to work again (they worked fine before the sync issue); the app keeps showing "notification service not running, a phone restart is required"; I've done the restarts, I've done the troubleshooting steps in an article I found in this community, and still no luck.

Today, I tried syncing again with my Surface Pro to see if, after syncing, maybe the tracker would finally display the sleep stats (I saw other community members who said this worked for them), but now I can't sync with my Surface Pro.

Any help would be appreciated.

And to Fitbit -- it really shouldn't be this hard. 🙂 Feels like you released a beta version and made your customers test it, and other customers do the customer support.

[Rich_Laue]

Hello @gozomonster 

When you say that the phone says no device found,  do you mean that the Fitbit app is telling you this.  It gets confusing if it is the app and the user says it is the phone. 

I assume that you are saying the stats on threw tracker went to zero. This should not have happened and you might want to contact Fitbit and have them check your trackers back end. 

As for beta,  I'm running the beta version 2.92 and find on the Samsung phone that it is the most reliable version yet. 

Your simple restart should not have reset your days data ans you might want to contact Fitbit and explain this to them and ask them to look at the back end of your tracker. 

[gozomonster]

Yes, the Fitbit app is the one that, at the top of the TODAY page, shows "no device found". I don't know any other way to use the phone to ping the tracker, although it still shows up in the list of paired Bluetooth devices, but I'm not sure if the PHONE can find it (not using the app), but for sure, using the APP and trying to sync, I get "no device found".

And yes, the stats on the tracker went to zero when I restarted -- as you said (and as info on the web says) it shouldn't have reset the stats. Will try contacting Fitbit, as you suggested.

How do you download the beta version of the app?  I just got mine directly from the Google Play Store, so I just took whatever version was there.

Thanks!

[Rich_Laue]

Let's go to your device page,  do you see the inspire listed as being connected

[gozomonster]

Yup! It's listed there on my devices page.

[gozomonster]

Yup! It's listed there on my devices page.

[Rich_Laue]

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@gozomonster wrote:

Yup! It's listed there on my devices page.

---

You say that our still shows up as a paired device in the list of devices on the bluetooth menu.

This probably is not correct,  this list is not a list of currently paired devices, but a list of trusted devices.

When searching fot your tracker through the Fitbit so,  it will search for devices that are not trusted and ignore any trusted devices.

You will need to remove the tracker from the list of trusted devices then the app should be able to find the tracker. 

[leahnassar]

@Rich_Laue  sorry, forgot rich text was a thing. If I said iPhone, I was mistaken. I have Android and have never owned an iPhone.

Anyway, I'm happy to report that tentatively the problem resolved itself.

It must be the "tech support effect" (ie I asked for help and now cannot repro the problem) - the syncing seems to be ok for the last few days (after months of flakey behavior)... Maybe there was a recent app update in addition to the firmware update?

Anyway, yay! I'll give it a few more days.

[gozomonster]

No, it IS a paired device on the Bluetooth page.  Because the options for it are RENAME and UNPAIR.

---

You say that our still shows up as a paired device in the list of devices on the bluetooth menu.

This probably is not correct,  this list is not a list of currently paired devices, but a list of trusted devices.

[gozomonster]

---

It must be the "tech support effect" (ie I asked for help and now cannot repro the problem) - the syncing seems to be ok for the last few days (after months of flakey behavior)... Maybe there was a recent app update in addition to the firmware update?

Anyway, yay! I'll give it a few more days.

---

Haha, tech support effect -- yup, I'm seeing that. 

As of the other day, syncing became more stable, even though I made no changes.  Then the day after, I was able to get notifications up and running already (this one, I had to tweak -- I had to enable AUTOSTART in the app permissions for Fitbit).

Then today, the tracker finally showed sleep stats, no longer just the dimmed out moon icon.

Will keep an eye on it as well over the next few days. 🙂

[PorchChat]

I have had syncing issues for about two weeks now. It's a bunch of weird symptoms, so not sure which piece of the process is causing problems:

First, all the tech background. 
Original Google Pixel XL phone running Android 10 (updated approximately Sept 12)

Fitbit Inspire HR purchased in August 2019

1. Inspire HR will sync once -- after I've gone through all the steps (see below) -- but then won't continue to sync throughout the day.

2. My phone's bluetooth never shows the Fitbit as paired with the phone, even right after it has been successfully synced. It appears when I ask the phone to "Pair new device," but never shows it as actually making the connection. In addition, it doesn't show up under the list of "previously synced devices."

3. It seemed that the Fitbit would disconnect after the phone was fully charged, such as in the middle of the night after the phone had been plugged in. When I didn't let the phone charge past about 75%, it seemed to stay connected for more than 36 hours. However, never fully charging my phone seems to not be a good option in the long run.

4. I have restarted the Fitbit. I have turned off Bluetooth and turned it back on. (Note the part about the phone never showing a connection to the Fitbit.)

5. The ONLY thing that seems to work is restarting the phone. But needing to restart my phone every time I want to sync my Fitbit seems, well... suboptimal. I don't want to restart the phone even every 12 hours. I want the Fitbit to do what it says it will do -- all day sync.