Stuck on Trying to connect

[kglotfelty]

Got my new Sense 2 a few days ago and noticed that GPS wasn't working.  I did a factory reset hoping to repeat the setup to make sure I didn't do something to mess it up, but now the Sense 2 is stuck trying to update on the "Trying to connect..." screen.  

I've tried removing (unparing) it from Bluetooth, deleting it in the app, rebooting phone, rebooting sense 2, un-pariing/re-pariing, hell, even reparing my old Sense (1) and gets stuck trying to connect.

Forums looks like this is a frequent problem.  Who do I contact for a replacement?

[TJCooley]

Same. I was trying to setup my new Sense 2 and I can't get it download the update and the fitbit device seems stuck on the "Connected" screen. 

[SunsetRunner]

Same thing. Overall disappointed with the watch and support. firmware version 60.3001.153.66 asking to update tracker software and it fails everytime makeing the sense 2 unusable. Im not even going to comment about the issue with the device that was supposed to be used by my kid but it can'r because the issue with google account moderated by the parents.

[SunsetRunner]

Just attempted same process by using IOS device. Same problem. This is super frustating, about 4 days trying to get this device to working and no support at all.

[TJCooley]

So my husband has a newer phone and connected the sense 2 to his phone and did the update. Then he disconnected the device from his phone/fitbit and I connected it to my fitbit account/phone. That worked. But it took almost 2 hours for the firmware to update on his phone. 

[KateSwann2024]

Same here... got it a week ago. Worked for a week on an IPhone 15 ... then Sense 2 did a factory reset and now stuck on the "Trying to connect" screen... tried everything, rebooted phone, Sense2, app, tried it via my husband's phone and he had the same issue...

[amackayj]

Same problem. Successfully installed, did the update, did a factory reset. Removed it from BT, reinstalled app, Removed it from the fitbit account blablabla.

 

[GemsV]

I am having exactly the same issues as you since I bought my sense 2 a few days ago. 

I had a luxe before and all was well until I reinstalled Fitbit and moved my account to Google. Nothing works now

[KateSwann2024]

I see a lot of us having this problem. Has anyone managed to resolve it? If so, how?

(Other than connecting to and setting up with ha different phone)

What do we do? Return the device?

[GemsV]

I'm returning mine. But the thing is now I can't even re install my old luxe!!!!!

[newlytoast]

Please see my thread, I have the same issue

https://community.fitbit.com/t5/Sense-2/GPS-no-working-since-latest-update-on-Sense-2/m-p/5520042#M1...

[KateSwann2024]

It appears that you have a GPS issues. The "Stuck on Trying to connect" issues we are having means nothing works and the device is totally unresponsive (cannot even tell time) after the latest firmware update... 

[amackayj]

I just sent my venu 2 Sq back because the sleep tracker was so poor.

I'm so fed up with this device now. Have been told that there's a fix in the pipeline

[selrahC · Accepted solution]

The same thing happened last week when I received my Sense 2. It was brand new, and when I did the update, the watch couldn’t connect and had the “Trying to connect” message. I called customer support last Friday and received an email today with the solution, and it worked. The issue with mine was with the network connection. Try this:

• factory reset the watch
• go to Bluetooth settings and remove the Sense 2
• open the Fitbit app and remove the Sense 2 from the app
• close Fitbit app
•  SOLUTION: If you are currently using WiFi, switch to mobile data. Conversely, if you are using mobile data, try connecting via WiFi instead.
• open the Fitbit app, add device and go through the set up process.

I hope this helps you and everyone else who is experiencing the same issue. 

[kglotfelty]

IT WORKED!💥

I was just about to return it today, but this worked.

Don't know if it solved the GPS issue, but it's not a brick anymore.

THANK YOU!

[selrahC]

Glad to hear it worked, and you’re very welcome!

[SunsetRunner]

Wow.. ok thank you very much selrahC! All i did now after reading your comment was switching off wifi on my phone and stay on mobile data, started the update again and by the time i was done typing the message the update was completed.  Thank you very much again for taking the time to post it here. It should be sticked somewhere around for everyone to see it.

[KateSwann2024]

Thanks for sharing this solve! I did try this on mine as part of my chats with tech support but it not work for what ever issue mine had. So had to sadly send it back.

But great to see this worked for so many people! 😊 

[amackayj]

I was told to do this too.  It didn't work when I did it, but I'll try again

I've been in touch with tech support via the app formerly known as Twitter. Apart from the WiFi/Mobile data workaround I was told that a fix to the app was in the pipeline.

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Maybe I didn't do exactly as described when I first did this, but I did it again it worked. Thanks @selrahC