Can't connect Sense with the Fitbit app

[Derek99]

Hi, I'm using a Samsung M13 running Android 14, One UI 6.1 and Fitbit Version 4.28.

My Fitbit Sense stopped syncing with my phone and I've tried all the fixes listed up to uninstall app and factory reset the watch, still no joy!

The sense is now saying 'download the app' in various languages and when I try to add a device in the app it keeps saying 'there's been a problem retry'. Interestingly my phone has a pop up saying Fitbit Sense found ....install! (which just hangs when you try)

Can anyone help please?

Moderator edit: clarified subject.

[rvwhalen]

I can't help, but I'm having the same problem. Got out my old Versa 2 and that connects to the phone. earbuds connect to the phone.

The Fitbit app was recently updated and somehow no longer talks to my Sense.

[ManuFitbit]

Welcome to the forums @Derek99 and good to see you around @rvwhalen.

Thank you for taking the time to share this information regarding the difficulty that you are experiencing with your devices. Thanks for trying to fix the difficulty on your own. 

I'd ask you please try the following steps in the order listed:

• Unpair your Sense from your phone's Bluetooth and Fitbit app.
• Unpair other Bluetooth devices that you may also have paired to your phone's Bluetooth settings.
• Force quit the Fitbit app.
• Turn off other Bluetooth connections when not in use. This can help to prevent connectivity issues or Bluetooth interference.
• Shut off your phone and turn it on after 1-2 minutes.
• Turn on the Bluetooth on your phone.
• Plug it into the charging cable and open the Fitbit app.
• Set up Sense.
• If there is no connection, restart your Sense.
• Set up notifications again. 
• Once your Sense is paired and syncing, please proceed to set up your other Bluetooth devices to your phone again.

With the steps above, what I want you to do is to pair your Sense 2 first to your phone's Bluetooth settings before any other Bluetooth device is connected to your phone. 

[rvwhalen]

Still no luck. I get the "Sorry something went wrong" screen. If I try again/keep trying it just spends a long time looking.

Now I have to re-acquaint my phone with all my devices (ear buds, 2 cars, 1 amazon auto, ski head set).

I work with software as my profession, and the most recent change was the fitbit app (yesterday, through regular update). So, that is the most suspect item.

[Derek99]

Hi ManuFitbit, thank you for coming back quickly on this issue, appreciated.

I have followed your instructions carefully twice now. Each time I switch my phone back on the only bluetooth item it sees is my Sense ( I have unpaired all other items). I start the 'add a device' process and it finds my Sense, but then waits a few moments and then shows an error screen

 

[ScottyDT1d]

just curious, mine did the same exact thing today, are you using the original fitbit app, or the google? I'm wondering if that makes a difference

[Derek99]

Hi ScottyDT1d,

I'm using the fitbit app.

[adeevans]

my wifes fitbit app updated on her samsung galaxy A13 this morning ever since fitbit will not sync, even removed app, reinstalled no joy, then removed device from the app, but it cannot reconnect the device from within the fitbit app, same as the other guys on here - try to sync takes a while and then says 'something went wrong' an error occured Please try again. Defo seems to be an issue with whatever updated on my wifes mobile today from within the play store.

Adrian

[adeevans]

I even tried installing the app from scratch on my mobile, logged into my old account from about 5 years ago, removed my olf fitibt sense 2 from within fitbit app, and tried to connect the fitbit to my phone but could not connect / see the fitbit Sense. Looks like it could be the final straw for my wife and Fitbits, they just don't seem to remain stable and working with any sort of regularity, I have a samsung galaxy and never have an issue with that syncs, everything fine to my oneplus 6, use my golf app on it etc. never any issues, except battery life is only about 48 hours, so regular charging.

[adeevans]

Just so you know my wife has contacted fitbit support who have advised there is a problem with the latest fitbit app version and fitbit Sense devices, they are working on a fix

[Derek99]

Hi Adrian,

Thanks for the update and to everyone who has replied. Looks like this now down to waiting for a new version of the app and try to find an old fitbit in the drawer until then!

Cheers all....Derek 

[Derek99]

I've also just spoken to the support team in the USA. They have confirmed an app issue and suggested waiting up to 48 hours until a new software drop is made. Let's hope the dev is that quick.

[Rge]

I had the same issue this morning. I forgot the Bluetooth connection with my Sense, then went into the settings, scrolled to the bottom, clicked on Shutdown. Waited a minute or two, then restarted the watch, and the popup asked to pair with my phone, clicked yes, it connected, now working fine. 
I chose to not do a reset so I didn’t lose my data from last night. The only metric I lost was breathing rate.

IPhone 13, iOS 18.1 beta, Fitbit app version 4.28.1.

[Derek99]

Hi Rge, I'm glad this has worked for you. Interesting you have app version 4.28.1? I've checked my app store again now and still only have 4.28. Do you know when you received the 'dot' release?

[Rge]

It’s been 4 or 5 days

 

[Silvertiger62]

They are not rushing to find a fix. I am looking for another smartwatch that I can rely on. It's only a matter of time when they stop releasing updates for the watches. Unless this is it.

[rvwhalen]

I got 4.28.1 this morning and was hopeful that it would resolve the problem, but no luck.

[Silvertiger62]

That's the update they are having trouble with

[Derek99]

Hi all,

Yes I received version 4.28.1 as well and no change with the same error message as before. I now have a help desk problem number so going to go back to this and try to find out when they hope to fix it. Nobody hold your breath on this!

[Silvertiger62]

They got to do something as the sense 2 doesn't work also and they are still selling them. I don't think there's a rush with Google they got your money and still make money when they sell the sense 2 as they don't work with the new 4.28.1 update.they will have alot of faulty returns.