Cannot use Sense at all

[Acestar138]

I haven't been able to use my Sense for the past few days. I was unable to sync the sense with the Fitbit app, even after trying all the fixes/suggestions on the troubleshooting page. Now I cannot set it up after factory resetting it in an attempt to make it work. I'm using a Samsung Galaxy S8+, OS ver. 9, and I have the latest version of the Fitbit app (June 2021 update). This is not the first time I've had issues with the Sense but it has never been this bad...

[Rich_Laue]

Hi @Acestar138 has the Sense been removed from the phones Bluetooth? 

Have you only been trying through one device? If more than one, turn the Bluetooth off on the others, if they are nearby. 

What type of error do you get? 

At what step does the setup fail? 

We might still have to fix the sync problem, removing a tracker will not fix a sync problem which could keep the tracker from being setup. 

Let's look at why can't I setup my tracker. 

[Acestar138]

Yes, it has been removed from the phone's Bluetooth. All other Bluetooth enabled devices are disabled.

My phone is able to detect the sense ('sense found') but is unable to connect for the first step (ie. The 4 character code step). Hence it reaches the 'not working? Try doing this and try again'

[Rich_Laue]

It sounds like we still need to fix the Sense issue. 

My first thought would be to

• Stop the app through the phones setting.
• Clear the fitbit apps cache
• Turn off the phone and restart. 
• Check for an update to the fitbit App 
• Power down the Sense. Hold button in to turn on. 

Try to add the Sense to your Fitbit account, through the fitbit app. 

[Acestar138]

I've tried what you said and it did not change anything. I am still unable to connect. I tried with my old Versa 2 and had the same issue.

[Rich_Laue · Accepted solution]

@Acestar138 I would reach out to support. Try phone or live chat. 

[Acestar138]

@Rich_Laue I did previously but I was either in a never-ending queue or I just didn't have the time to wait for help. Will probably try again when I get some free time