Both my sense and my wife's sense stop syncing in the last 2 days. Cannot reconnect on Bluetooth

[akfbuser]

My Sense stopped syncing and I rest the watch and lost the data 3 days ago. It works for about 18 hours before it died again, now it won't sync at all. Tried to get it to sync with computer with no success. Wife has sense as well stopped syncing at 2 AM. 
Troubleshooting steps say delete and re-add, neither phone can re-add the Bluetooth watches either through the app or Bluetooth settings. 

[Rich_Laue]

Sorry @akfbuser but removing the device from your Fitbit app should be the very last of about a dozen steps to try. Usually removing from the account, simply digs a deeper hole to climb out of. You are now trying to setup a tracker that you already know isn't going to talk (that is why the sync issue) with the device you want it to. 

Removing from the phones Bluetooth may be helpful, and can not hurt or lose data. The tracker needs to be removed from Bluetooth for the setup to work. 

I would look at the sync tips

Once the sync problem is solved you will be able to setup the tracker. 

I would also look at the setup troubleshooting. 

[akfbuser]

Resetting the Bluetooth may not make sense, but It's literally the first action the Fitbit troubleshooter tells you to do. 

The reset not only wipes the data history, Bluetooth and WiFi have to be reset and it won't see the 5g network at all, and won't connect to the 2.4G WiFi.

I was able to get it to sync with my old phone after 4 attempts. But it keeps prompting me to pair it, which it does not successfully complete.

[Rich_Laue]

Sorry @akfbuser but the only way to lose instances data is by removing the tracker from your Fitbit account or doing a factory teaser of the tracker. 

Resetting the Bluetooth on the phone is done by turning Bluetooth Off then On, it will not cause any data to be lost in the tracker and all history is in fitbit's cloud services. If the problem is with Fitbit's Bluetooth driver, this Off/On simply forces the phone to restart the driver. 

The WiFi credentials are stored in the Sense, history is store in fitbit's cloud services, turning the phones Bluetooth off, restarting 8the phone, removing the Fitbit app from the phone, will not cause the WiFi to need to be setup again or will cause a loss of history. No history is ever saved on the tracker or phone. 

Yes a factory reset of the tracker will cause a loss of any un-synced data, require setting up WiFi and why a factory reset is the very last step to try, after removing the tracker from your Fitbit account, after trying a second device to sync through.. 

What phone do you have @akfbuser. switching phones never requires the user to setup the tracker. Simply log into your Fitbit account through the app on the second phone. The Fitbit app will ask for several permissions, one of which is to let the Fitbit app to pair the tracker. The user can not directly pair a Fitbit tracker. 

The Fitbit app, as you note, does not need the tracker to be paired to sync. 

As for 5G WiFi, you are correct in that the tracker can not see or connect to the 5G WiFi. The tracker dies not have the correct hardware. 

2.5 WiFi is only needed to download music, firmware and helpful with a few large apps. To turn on WiFi the tracker must be plugged in and charging. 

Now that it has synced to your old phone.

• Let's turn this phones Bluetooth off. 
• Open the Fitbit app on your current phone. 
• Log into your Fitbit account
• Accept any requested permissions. 
• The app will try to sync the tracker. 

If it does not sync, please include the model of the phone that you are asking for help with. 

[akfbuser]

Since it hasn't been syncing in four days that is the data I'm saying was lost.

The phone I'm using and carrying everyday is a OnePlus. the one I was finally able to connect with Bluetooth is a Samsung active 7. However, it still does not pair with the phone. Even though it's exchanging data over Bluetooth it still keeps prompting me to pair it.

I can see what you're saying about carrying from one phone to the other because now that it's connected with the active 7 it shows up and is transferring data with the one plus. Still not pairing with OnePlus though.

While I understand that the WiFi is not required that does not excuse it from the feature not pairing nor connecting to WiFi. I did not pay full price for a product that produces 80% of promised results.

[akfbuser]

If you want to contradict what the troubleshooter tells you to do don't you think you should address that with Fitbit and not on the community forum?

[Rich_Laue]

Not when the post is in the community forum with info that is not correct. It is called a community forum for a reason. 

In my response, I also explained why. 

Fitbit did not write the post. 

[Rich_Laue]

That un synced data will not be lost as long as the tracker is not removed from the users account, or a factory reset done. All fitbit trackers store 7 days of detail data and another 23 days of daily totals. A recorded exercise might be lost. 

Basically if the data hasn't synced to your account, the data is still safely stored on the tracker. 

You said your where able to sync through the old phone, I'll assume that this is still an option. 

Without any idea of the phone model, the best I can do is point to the sync tips. 

[akfbuser]

The information I provided was what the fitbit troubleshooter said to do which is what you criticized. I am suggesting if you can say for certain it is the wrong process then Shouldn't you be taking that to Fitbit?

[akfbuser]

Looking at it again, Some of the Data is Gone. Phone has synced with both phones and even paired on Bluetooth this morning. 

3 nights of sleep says 0 hours.

Steps did record for those days, so maybe it more correct to say selective data is saved for 7 days.

I'm pretty sure I slept for more than 0 hours in those 3 days.