Sync message "Device not found"

[Jkenn43]

Since the latest upgrade on the fitbit app, my Galaxy S9 will not sync.  All I get is "Device Not Found".  Is there a solution to this?

[SunsetRunner]

Spent 45 minutes on chat with a customer service representative; we tried a number of troubleshooting tasks but nothing fixed it. The customer service person then said that they are aware of syncing issues on newer Android phones and they will add my name to a list of the affected people and they will try to resolve this issue soon. I am very frustrated that this has been going on now for a month or longer, with no end in sight...

[Jkenn43]

problem was resolved.

[Moveoc19]

Did you try to follow the steps I posted?

[SunsetRunner]

@Moveoc19 Is the question directed to me? If so, yes, I did all of that stuff plus more talking on chat with customer service (including restoring my factory settings).

They said there are just some people/phones that are having the issue and they are working on an update to resolve it. There was nothing more I could try ☹️☹️

[keely289]

I have the same issue with my versa ive done everything and still no device is found.

this seems to happen every time fitbit has a new update wish they would make sure the updates work 

[jennbug]

I was wondering why mine wasn't keeping time. I've been having nothing but problems since the last update. All the same. Wont sync, device not found. Tried all the troubleshooting too. Worst $ i've spent lately. UGH. I want my money back. I'll just go buy an Apple watch if they cant fix this problem. 

[rettea]

I have a Versa and Samsung Note 8. I have been having this problem since April 2019. Same response, We know about problem and technicians are working on solution. If they can't come up with solution in 8 months, maybe they need new techs. Earlier this week, could not sync, so I rebooted phone and shut down Versa, as I've done several times. This time my Versa would not come back on or charge for over 24 hours, when it spontaneously came back on. Customer service could not help nor provide a reason for the malfunction. Since then, I have had the Device Not Found problem everyday. Rebooting and shut down do not work. This will be my last Fitbit, I will try the Samsung watch next. 

[Kellybird318]

I am returning mine to Amazon before the return period runs out. I might as well have a $10 pedometer that clips on my belt loop. I've spent hours and hours trying to get my Versa 2 to sync, pair, record BPM, get notifications, etc. and it never works more than an hour or two. If I could get a new Fitbit One, I would. It's the only one that was reliable. The more features FB adds, the worse the devices get.

Versa 2, Inspire HR (retired but reconnecting now), One (retired) Zip (retired)

[LIsazo]

Complain to the Better Business Bureau. Fitbit needs to stand behind their product. I did this and they replaced mine- after numerous back and forth emails between me and techs. They sold devices that brick or do not work properly and as soon as the warranty expires they stop working altogether and then they tell you they will give you a discount on a new one. A device you pay a couple hundred dollars for should work more than a year - and if it doesn't the company selling them should fix them or make it right. 

[Jkenn43]

I have had two of the samsung watches.  They work fine, but have a very short battery life.  Usually they last one day, unless you use some of the network functions.  If so, they won't last but  six hours.  
There doesn't seem to be a really good system out there.  Fitbit meets more of my requirements than any of the others, but they have their problems also.  
Good Luck.

[rettea]

Update: yesterday, after 4 hours the device was "found" Today it has been lost for 7+ hours so far. Does anyone from Fitbit read these messages. This problem is not a once in awhile occurence, nor is it limited to a few customers. I have been dealing with this for months. With all the updates, one would think the techs could figure out a solution. Ah but just a fantasy I guess.

[VidaliaOnion]

I am having these same issues.  I used a Fitbit Charge 2 for years without any issue.  As soon as I got a Versa 2, I'm now having issues with my phone (LG V20)  finding the Fitbit.  They keep stating that my phone isn't on the compatible phones list when I've had ZERO issues with my previous Fitbit.  My Versa 2 syncs randomly.  It's not uncommon to have my Versa 2 not sync once in over 12 hours.  I usually have to restart my phone and watch at the same time...maybe push the wifi on/off a couple times on my phone... stand on one leg and hope some stars are aligned for my Versa 2 to find my phone.  They haven't acknowledged that there's an issue any of the times I've reached out to them for help.  They just blame my phone.  This is terrible customer service and product support.  Someone from Fitbit needs to take the blame, admit there's a problem, and work towards getting the issue resolved.  This is ridiculous.

[Jkenn43]

Unfortunately, your phone is not listed as compatible with the Versa 2.  The smartwatches are pickier than the regular fitbit watches and that may be why you are having problems.  
Hope they include your device soon.

[rettea]

I have the Versa not the Versa 2. I guess that isn't the problem though. They do sync sometimes, it is the unreliability that really frosts me and many other customers. This has been going on since April. You would think that a solution could have been developed by now.


Sent from Xfinity Connect Application

[Kellybird318]

The Galaxy Note 9 is on the list of compatible devices.

[Jkenn43]

I had 5 versa's before my store stopped carrying them.  They all crashed within a month of purchase.  There is an obvious problem with them, but fitbit either doesn't know how to fix or isn't concerned.  

[Moveoc19]

I believe it's both.
But, since Google bought Fitbit, there might be a solution coming.
If not for the current one, hopefully for future ones.

My versa, as of now, works from one update to the next.
It's not the tracker (hardware) it's the app (the software side) that gives
problems.

[Kellybird318]

I've gone back to my Aspire HR and it is working perfectly, for what it does.

[Moveoc19]

Had an update for the versa today,
Had it in the charger, updated, restarted phone and reset the versa and to
my surprise it works without any issues.

[Judelit]

Hi, I’d love to know how many customers have the same issue with ‘ device not found’ 

I spent 40 mins on the phone to customer service going through all the troubleshooting I had tried already several times

At the end of the call, no solution was suggested other than their engineers are working on it! 
I love my Fitbit but the reliability is highly questionable as the last one failed after 5 swims and now this 7 months on 

It’s disappointing and I’d expect better service and resolution