Unable to re-add watch Android 9

[ergun]

Hi,

I am currently on Android 9 and Samsung S8. Recently the watch has been unable to sync with the app. When I enter the app it kept telling to restart my Bluetooth, doing so had no effect. So I decided to remove the device and re-add it back. However doing so the app finds my device without and issue but when adding the device after entering the numbers displayed on the device to the app, the app is just stuck on the same screen and I get a message stating "sorry this is taking longer than usual......" and then it asks me to try again. 

I've tried restarting the device, unpairing the device from Bluetooth, restart the phone. The app has battery optimisation turned off. Not sure why I can't re-add the device back. Thanks

[LiliyaFitbit]

Welcome to the Fitbit Community @ergun. 

I appreciate your participation in the Forums and sharing the details of the issue you're experiencing with syncing your Fitbit Versa with your Samsung S8 phone running Android 9. I appreciate your efforts to resolve this, I understand that you've removed the device from your Fitbit account. I recommend checking the tips from this help article: What should I know about using the Fitbit app on my Android device? Usually a missing requirement is the cause and I recommend confirming the complete troubleshooting steps here. 

Let me know how it goes!

[ergun]

Hi Liliya, Thanks for those suggestions. I have followed all the steps out lined and also went through the troubleshooting sections too with no luck. I have even tried adding the Fitbit device on a iPhone 6 with no luck as well. After entering the code on the iPhone to register the device it is stuck on that same screen.

[LiliyaFitbit]

Hi @ergun, thank you for your reply. 

I appreciate your troubleshooting efforts and the additional details. Since the issue persists, I recommend doing a factory reset. In order to do the factory reset, please follow the steps from this help article: How do I erase my Fitbit device?

If you're unable to follow the steps above, please do the following:

1. On the watch, hold all three buttons for about 10 to 12 seconds.
2. When the Fitbit logo disappears, quickly release the bottom right button, continuing to hold down the left and top right buttons (releasing the bottom right button as soon as the logo disappears is time sensitive). 
3. When the device vibrates, release all buttons. 
4. Wait for approximately 1-2 minutes while the device clears all data. Eventually, the Fitbit logo appears and the device boots and displays Fitbit.com/setup.
5. Once the Fitbit.com/setup screen appears, try to set up the watch back to your account. Be sure to keep your app up-to-date. In order to update your app you can follow the steps provided here.

Please keep me posted.

[ergun]

Hi @LiliyaFitbit thank you so much for your help. After doing a factory reset I was able to progress to the next screen which it seems to be trying to do a firmware update, however after a few minutes a red X appears on the Fibit screen and then it shows me the setup message. In the app it says step 2 of 3. Downloading... 100%.

[ergun · Accepted solution]

After much trial and error I have finally managed to get it working via trying to add the Fitbit over mobile network rather than wifi connection on my Android device.

[LiliyaFitbit]

Thank you for the update @ergun! I am sorry for the delayed response. 

I am glad to hear you were able to resolve the issue. Thank you for your sharing your solution, I am sure this information will be helpful to other users with the similar issue. 

Have you checked our Discussions board? There you can share your story, find some fitness tips, recipes and more! Give it a look!

Enjoy the Fitbit experience. Keep on visiting the forums!