Unknown Caller on Fitbit Versa

[Gomcse]

First let me say, I know that there are already two other threads regarding this problem. The old threads say that the problem is resolved. However it is not resolved on my Fitbit versa. I have android 9.0 on a Galaxy note 8. 

Problem:

When I have phone calls incoming my Fitbit versa shows "unknown caller."

What I've done:

I downloaded and installed the latest update to the Fitbit software. This didn't fix it.

 I rebooted my phone. I rebooted my Fitbit. I uninstalled my Fitbit versa and reconnected and re-paired with my phone. 

I have all permissions setup up and fitbit has permission to everything including the optional storage and camera permissions.

 Comments:

Sometimes the Fitbit does pick up the phone number that's calling me. I don't understand it. It's almost as if some contacts are not available to the watch or the application, while others are. I have confirmed that the people calling me are not using hidden or private phone numbers. Their names and numbers just don't show up even if they are in my contacts list. 

Please help !

Moderator edit: updated subject for clarity. 

[SunsetRunner]

Hi, what you can try is the following:

1. restart your Versa 4-6 times in a row by pressing and holding the left and right lower buttons together untill you see the Fitbit logo and release the buttons.

2. Logout of your Fitbit account, restart your phone and enable BT, login again on your account.

See if that solves the problem.

[Gomcse]

I am going to try what you just suggested, however I also noticed that this seems to happen after my phone has been in airplane mode for the night. It's like it resets the permissions. One of the people who called me came through as an unknown caller. They called me about two hours later and their name showed up on my Versa. It's really odd,. I will reiterate that this problem only started when I got the update to android 9.0

[SunsetRunner]

Hi @Gomcse. Like you, there are times when like you, I do not want to be disturbed with notifications of calls or texts. Rather than go into airplane mode, I do the following:

• Put the phone in Do Not Disturbed Mode. I have this mode on my iPhone. Hopefully you have it on your android.
• On my Versa, I press and hold the left button until I see the options:
  • Screen Mode Auto - I switch it to Manual
  • Notifications - On - I switch to Off

This seems to keep all the settings intact for me. Maybe it will work for you. 

[Gomcse]

This is interesting. It only shows Unknown Caller the first time someone calls me. Every time after the first, they are identified normally and as expected. It's driving me nuts. This only started after the Fitbit update. I don't know if I can roll it back, though I shouldn't have to. Still looking for a solution. 

Anyone else having this problem? 

[SunsetRunner]

Hi, before rolling back to an older version, try this:

1. Logout of your Fitbit account

2. Deinstall Fitbit app (I know you've just had a new version)

3. Restart your phone and enable BT 

4. Reinstall the Fitbit app and login to you account.

5. For certainty, restart your Versa

6. Sync your Versa with your fitbit app and see if the problem is solved. 

If this does not solve your problem, roll back to an older version of Fitbit and Google for version 2.78 which is known to work very good. 

[Gomcse]

I did this series of steps twice. It didn't work. The previous version also had has issues after the upgrade to android 9. Where can I find a download for the version you suggested? 

[SunsetRunner]

Hi, i tried to insert the download site in my post, but Fitbit would not allow me to do that. Shall I send you a PM with the link? You can also Google for "older versions of Fitbit App and you'll see a page with a lot of older versions. 2.78 seemed to be the best. It's your call!!

[Gomcse]

Yes, send a pm. I'll also check Google...It's just sketchy sites in I'm afraid of. Thank you! 

[SunsetRunner]

Hi, just tried to send you a PM with the link to version 2.78, but Fitbit refuses that too. If you Google with this question "Older Fitbit app versions", you will get a page with all the older versions. Scroll down to 2.78, press that and download it. Of course to your mobile device!!

[Gomcse]

Ok, thanks! 

[GraceGFitbit]

It's nice to see you here @Gomcse. Many thanks for share all the solutions that you have tried.

Thanks for your help and support @SunsetRunner and @SunsetRunner. 

We’re aware of this situation and our team is working to identify a resolution as quickly as possible. 

I would like to apologize for any dissatisfaction, your patience is highly appreciated. 

Please let me know if there's anything else I can do to assist you in the meantime.

[Gomcse]

Ah! It's an actual problem! Okay, thanks for reaching out. The problem appears to be that after the Android 9.0 update, your software does not access the Contacts list the first time someone calls after the update. If your software has a way to automatically access the Contacts list after every update, it might resolve the problem going forward.

Dave

[GraceGFitbit]

Thank you for getting back to us to share those details and for the time you took to share your thoughts with us @Gomcse. 

I greatly appreciate your feedback, it is always useful. Fitbit is always reviewing your responses to provide feedback to our product development team. 

Please don't hesitate to reach out if you have any more questions, comments, or concerns.

[Gomcse]

Are we any closer to a solution?  This is a frustrating and significant problem.  

[GraceGFitbit]

Thanks for reaching out and sharing your comments @Gomcse. 

Be sure that you try to get the latest update of the app and see if the situation is resolved after.

If you have already updated and continue to experience it, please try following these troubleshooting steps and set the notifications up once again.

We apologize for the disappointment. Let me know if you need anything else.

[Gomcse]

Hello, I have the latest update for both my phone and my Fitbit.  The problem persists. I still see only the words "unknown caller" on my phone even though the person is in my contacts list. Clearly Fitbit does not have access to my contacts while the call is occurring. However, after the call has completed, the Fitbit shows the name of the person whose call I missed. Can you please provide a status of this problem? 

[GraceGFitbit]

Thank you for getting back to us @Gomcse. 

Take into account that the Samsung Galaxy Note 8 is not a 100% compatible device. The development team is aware of the need to add new devices to the list of compatible devices. You can keep checking this article: Which phones and tablets can I use with my Fitbit watch or tracker? to see if there are any updates to it. 

As you are syncing I recommend you to try these troubleshooting steps:

• Remove the tracker from your phone's Bluetooth settings with all devices listed there too.
• Unpair your tracker from the Fitbit app.
• Restart your phone and your watch again. 
• Now add the tracker to the Bluetooth list.
• Set up your device again.
• Set up the notifications. 

If you have any further questions, please let me know. Have a nice weekend! 

[Gomcse]

...and yet it worked flawlessly for the last YEAR...until your last two updates and Android update to 9.0. Something is wrong with the software's ability to display the contact info on an incoming call. 

[GraceGFitbit]

Thanks for reaching out and providing your feedback @Gomcse. 

As mentioned before, we’re aware of this ongoing issue and have been working to identify a resolution as quickly as possible. Many thanks for share your experience with us.

Let me know if you have any additional questions or concerns.