Connection Lost when using Alexa on Sense

[WehuttyWanker]

It seems that practically every time I try to use Alexa, even though my Sense has synced earlier in the day, I am presented with a "Connection Lost" message. This is vert aggravating. Is there something I'm doing wrong here?

Moderator Edit: Clarified subject and updated label

[N8teGee]

Hi @WehuttyWanker.

Can I ask which mobile device/operating system you are using? Could it be a case of the OS killing the Fitbit apps background processes? 

[FloppyDrive]

This is a likely a Bluetooth issue. Make sure you are in Bluetooth range of your phone when using Alexa.

[WehuttyWanker]

Iphone with latest OS.

[WehuttyWanker]

So, why even respond here?

[N8teGee]

Sorry it took me a while to respond, it seems I'm not receiving all notifications in the notification panel. 

It's been a while since I've been an iOS user, so things may have changed. At a guess I would say that iOS is killing the Fitbit apps background processes (I know this has been quite aggressive in the past). Are there any settings within iOS to grant apps permission for greater background privileges? I seem to remember background refresh being a setting when I was a user, perhaps this will help? Also are you keeping the Fitbit app in the recent apps list/switcher? I know a lot of people have a habit of clearing these which I believe also kills the app. 

[Rinopopo]

It's happening in android too. My sense lost connection and can't sync. Also I don't get any notifications.  The only way I have to fix temporarily the issue is to force restart the sense. I've rebooted it 3 times today. 

The syncing message on the app is different than previous days. Maybe Fitbit is making changes on the sync process and it makes the bt to disconnect?

[N8teGee]

@Rinopopo which Android device are you using? Have you disabled any battery saving/optimisations for the fitbit app? Some Android OEMs are quite aggressive with power management eg. Huawei and Oneplus. 

[Rinopopo]

Samsung s10 with the latest updates. I have not done anything special to the device (it worked fine since last night). This morning saw an error when trying to sync the device and noticed the latest sync was at 21:39. Also noticed the syncing message (when you swipe down on the Fitbit app) was different than other days. I've rebooted the sense 3 times (2 of them fixed the issue just for a while but the third one don't.) I've also tried to remove and reinstall the Fitbit app (now I see the old syncing message) but still fails. now I'm trying to factory reset the sense. I'll post here when it's done if the problem is still there.

[Rinopopo]

@N8teGee The issue is back.  I thought I solved it by resetting the device but the problem is still there. And I'm tired.. if I can't sync I lose all the data so.. what this watch give me compared to a 10€ casio

 

[AlvaroFitbit]

Hello @WehuttyWanker @Rinopopo I hope you are doing fine.

Sorry to hear that your Sense is losing connection with your phone and this is preventing you both from using Alexa and getting notifications. I also thank you for taking the time to troubleshoot this issue following @N8teGee and @FloppyDrive suggestions. I would like to refresh the link between your Sense and your phone's by doing the following (some steps repeat from the ones you already done but I would like you to try them in the following order):

1. Go to your phone's bluetooth settings and remove all devices listed there.
2. Restart your phone and restart your device. 
3. Check that no battery saving app/feature on your phone is affecting your Fitbit app.
4. Also, on an Android device, check that your app has the necessary permissions (settings > apps > Fitbit > permissions) and make sure bluetooth and location services (GPS) are on. 
5. You can find troubleshooting instructions here and here.

Let me know how it goes.

[Rinopopo]

Hi Álvaro. 

I tried to force the restart of the device but it didn't worked. But I solved it by properly shutting down the device and power on again.

I hope this helps