"Always Connected" Option missing

[eivind_a]

Phone: OnePlus 7 Pro

Android Version: 10

Fitbit: Inspire HR

FW: 34.20001.63.5

App version: 3.21

My wife and I each have a Oneplus phone and a Fitbit HR.

On my wife's phone the "Always Connected" option is missing.

I open App, click her face, click tracker, scroll down, last option is "Exercise shortcuts"

The "Always Connected" option is missing. 

Any ideas?

Thanks 🙂

[LZeeW]

Hello @eivind_a  and welcome to the Help forums.   The Always Connected option was removed recently with an app update.  I am not an Android user, but I believe it was done to help with syncing issues.

[eivind_a]

Hi, ok, I wasn't aware of that, I thought it was the "All day sync" option that was removed..

Strange the option is still present on my phone.

Thanks

[Megan.m.b]

Does this mean that it is just defaulted to always connected? I have been less impressed with my Versa 2, in its ability to link up with my phones GPS than my original Charge 2. I had an Ionic which I didn't have that problem because of its built-in GPS. I went with the Versa 2 after my Ionic died, which lasted for over 2 years. I would have to say I kind of wish I had gotten another Ionic, but I liked the feature of being able to respond to text messages via voice. But even that was short lived, because it seems my text messages no longer come to my watch, despite having them set to.

[SunsetRunner]

Yeah I was pretty excited when I got it working for an hour.. then realized after 4 emails and 5 texts that didn't come through that this was not going to be a feature I was going to enjoy. I've done the best I can with tech support for an Android issue - this is what may help. I've also attached the complete screen to see how if any of this helped. I'll update if it fixes the problem.

Now this may have helped:

Me: Ok so what I have is not "Apps & notifications > Notifications and find Recently sent.", what I do have is Notification Reminders. is that close to what you're looking for?

Rhamely: Yes.

Rhamely: Is it turned on?

Me: I've turned that on, select fit bit app in the drop down

Rhamely: Thank you.

Me: set reminder for 10 minutes

Me: Remind every 10 minutes

Rhamely: Make sure the Fitbit app can run in the background on your phone.

This is the beginning of the tech chat. 

Rhamely:Thanks for the summary. I'm reviewing your issue now and will be right back.
Me:Thanks
Rhamely:I'll be glad to help you with your notification issue.
Rhamely:To check this concern, can you verify the email address associated with your account and the model of your Fitbit?
Me: xxx Versa 2
Rhamely:Thank you for that information.
Rhamely:May I know the software version of your phone?
Me:Android version 10
Rhamely:Please check if there's an available update.
Me:no update available, question why does the fitbit mobile app no longer have the always connected feature?
Me:the notifications work if you synch the phone for up to 10 15 minutes, but after that I don't get the notifications from any of the apps, text, email calendar.
Rhamely:Alright.
Rhamely:Let me check that issue.
Rhamely:May I know if your Fitbit app is updated?
Me:Yep, it's all updated, the versa 2 auto updated the firmware when I set the watch up last week, we're all up to date, why is that feature missing?
Me:to "Always Connect"
Me:?
Rhamely:Let me check it here at our end.
Me:thanks
Rhamely:The always connect you mean is the All-Day Sync feature.
Rhamely:Open the Fitbit app on your phone.
Rhamely:Select your account.
Rhamely:Next select your device.
Rhamely:Scroll down and under 'Sync' turn ON All-Day Sync.
Me:Done all if this, and it's not there
Me:That's why I'm asking you the question
Me:it's not on my app
Rhamely:Okay.
Rhamely:One moment please.
Me:yep
Rhamely:Still checking.
Me:ok
Rhamely:Upon checking here, the latest update remove that feature.
Rhamely:Can we proceed in checking requirements for the troubleshooting steps?
Me:so what are we to do with the notifications not working.
Me:we can try, but without that not being available the watch doesn't always keep connected, I've used it and have seen where the last time it sychs is 4 to 6 hours later.
Rhamely:We need to finish the steps and see if it will work.
Me:sure
Rhamely:Make sure your phone receives notifications while locked.
Rhamely:On your phone, tap Settings > Apps & notifications > Notifications > Notifications on lock screen.
Me:will do please standby
Rhamely:Okay.
Me:ok i'm there
Rhamely:Great.
Rhamely:To receive app notifications, make sure you receive app notifications on your phone.
Rhamely:On your phone, tap Settings > Apps & notifications > Notifications and find Recently sent.
Me:standby
Me:Ok so what I have is not "Apps & notifications > Notifications and find Recently sent.", what I do have is Notification Reminders. is that close to what you're looking for?
Rhamely:Yes.
Rhamely:Is it turned on?
Me:I've turned that on, select fit bit app in the drop down
Rhamely:Thank you.
Me:set reminder for 10 minutes
Me:Remind every 10 minutes
Rhamely:Make sure the Fitbit app can run in the background on your phone.
Rhamely:Make sure that Do Not Disturb is OFF.
Rhamely:To check, open your phone's Settings > Sound and make sure it is OFF.
Me:Ok, doing that now. actually the fitbit runs all the time, got that from the instructions earlier, DND is never turned on.
Me:so we're good
Rhamely:Great.
Rhamely:Let us check if the device is still set up for Notifications.
Rhamely:Open your Fitbit app.
Rhamely:Tap the Profile icon, tap the name of your Fitbit, tap Notifications.
Rhamely:Tap pair if there is a prompt and then make sure all settings are ON in that page.
Rhamely:Make sure Enable Notification Widget is on.
Rhamely:Make sure Always Connected is on to improve your device's Bluetooth connection.
Me:Didn't I just tell you that the "Always Connected" is not there, and you just said that it wasn't there because of an update in the software.
Rhamely:Please disregard the last step.
Me:ok
Me:thanks
Rhamely:I'm sorry.
Me:no worries
Rhamely:Thank you.
Me:it's all on, and set up because it had been working before
Me:we're good
Rhamely:Alright.
Rhamely:Your phone must be within 30 feet of your Fitbit device to receive notifications.
Me:yep
Rhamely:You won’t see text notifications if you have the conversation open on your phone. Your Fitbit device shows new, unread texts.
Me:yep
Rhamely:You won’t see notifications if you turned on settings such as Do Not Disturb, Quiet hours, or Driving mode on your phone.
Me:understood
Rhamely:Thank you.
Rhamely:On the setting of you Fitbit Versa 2 please check if the Do Not Disturb or Sleep mode on your device is on or off.
Me:the DND on the Versa is not highlighted it is off, same with the sleep mode, they are off
Rhamely:And also the Notification setting on your watch.
Rhamely:Thanks for checking that.
Me:Notification setting on the watch? explain
Me:oh yeah it's on, sorry
Rhamely:Okay. Thank you.
Rhamely:The setting on your watch is cleared on right?
Rhamely:Just want to confirm.
Me:let me verify
Rhamely:Thank you.
Me:I had a previous text from 12 pm today, do you want me to clear that one?
Rhamely:It's not necessary at all, I just want to verify if the Notification setting on your watch is On.
Me:I'm sure it is if I had a previous text and email. Correct. just want to be sure I'm following the logic
Rhamely:Okay.
Rhamely:Let's proceed to troubleshooting steps.
Me:ok
Rhamely:Force quit the Fitbit app, then reopen it to sync your Fitbit device.
Rhamely:Let us reset your Bluetooth. To do so, tap Settings > Bluetooth.
Rhamely:Turn off Bluetooth on your phone.
Rhamely:Wait 10 seconds, then turn it back on.
Rhamely:Open the Fitbit app to sync your Fitbit device.
Me:okay, will do. first stopping the app
Rhamely:Okay.
Rhamely:How's it?
Me:okay so it's synched back up
Rhamely:Great.
Me:I just hope in an hour it still works
Rhamely:Can you have someone text you?
Me:just did. it came through on the watch
Me:I'll send and email as well
Rhamely:Great.
Rhamely:If the issue still comes up again, please contact us back for more troubleshooting steps that might help you.
Me:ok I will. hope it keeps it working thanks for your help.
Rhamely:Then provide this Case #: xxx. For you not to do the same steps we did.
Rhamely:You're welcome.
Rhamely:By the way, after our chat you will receive a brief survey. Any feedback you'd like to provide would be most appreciated, and will help us refine our Support processes.
Rhamely:Is there anything else I can help you with?
Me:nope, I'll just check it in two hours to see if it will update with a text. Thanks again.
Rhamely:Thanks for contacting Fitbit.
Rhamely:To end this chat please go ahead and click "end chat".

Moderator Edit: Personal info removed and formatting