Sense 2 issue with updating apps

[KatieE29]

Good morning! I got my Sense 2 yesterday and have set it all up and I’m loving it. However, my phone keeps saying that Fitbit couldn’t update/install an app? It doesn’t say which one and I haven’t tried installing anything new onto it. I am using my iPhone X with it which has been updated too? Any ideas? The message comes up a lot! Is it a glitch with the software that will be sorted?

[Guy_]

Hi @KatieE29 - unfortunately the messages aren't always very helpful.

Firstly hold the button for 10 seconds till it blanks or vibrates and the logo appears and wait for it to start.

Then in the Fitbit App pull down on the phone to make it sync.

If this doesn't fix it, logout of the Fitbit App, swipe off the active window and restart the phone.

Login and sync again. That should allow whatever is failing to work and message to clear.

[KatieE29]

Hi thank you so much. I now have my account registered on a Google account, so should I follow the same process? I don’t know how to log out of the app without removing the device and didn’t want to lose my data really. Or is this something that will be necessary? Thank you so much for your help with this!

[Guy_]

Thanks @KatieE29 - click the gear icon in the Fitbit App and you can logout there.

As long as you login to the same account nothing will be lost.

[KatieE29]

Hello,

it looks slightly different with the Google log in, I think I logged out but it doesn’t seem to have worked. I followed all of your instructions, I’m sorry! Do you have any other ideas? The Fitbit works absolutely fine so I have no idea why it keeps coming up!

[AZ-TX]

I had a similar issue a while back. First off, I am running Android, so things may be a bit different. Fitbit would tell me it was unable to update an app. After some digging, I found out is was the ECG app. After more research, I found the the ECG app is approved to only work in certain countries. I am in the U.S., so it should work. I figured out I had to have the Fitbit app bypass my phone's VPN. Once I did that everything was able to update and work.

I don't know if you are running a VPN, but if you are, that might be the issue.

[KatieE29]

Hello,

I’m not very tech savvy! I’m not sure how I know if I am running a VPN or not on my phone? I am in the UK. Any ideas? Thanks so much for your help!