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Fitbit Sense Not Syncing

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‎01-26-2021 18:26

‎01-26-2021 18:26

I cannot express how disappointed I am in this $300 piece of junk.  I purchased the Sense on 1/10/21 and received it a few days later.  Unfortunately, I must resync this tracker to my Android phone 2 or more times a day. Most times it requires a phone restarted.  The Sense Control switch on the device says it is paired; however, the phone says it can't be found and try again.  

 

Tonight, I followed some directions on the board and updated the app and removed the device.  I have now been trying to set it up in the app again for the last hour.  One time it got as far as giving me the code.  Then, it sent a message that things were taking too long.  It never finished setting up.  Interestingly, it connects perfectly fine with my iPad.  However, it defeats the purpose since I don't receive phone calls and texts on the iPad.  😕  

 

As luck would have it, there is no viable connection to any online support.  Unfortunately, I should have heeded the caution in some reviews I read.  If there is anyone out there who has had success syncing the Sense device, I'd appreciate your suggestions.  Thank you!

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11 REPLIES 11

‎01-26-2021 19:33

‎01-26-2021 19:33

I'm with you. Mine won't sync any more, either. I think they did some sort of update that has bricked the things. Contacting support was useless for me. I'd give the thing away if there was somebody I disliked enough to do it to them..

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‎01-26-2021 19:46

In response to SunsetRunner

‎01-26-2021 19:46

I did, finally, get through to the support phone number after 20 minutes on hold. Supposedly, you now need Android 11 to successfully sync. Interestingly, Android 11 was only released on a few phones in the US in December. For my LG phone, it is still being tested in Korea. (LG Velvet currently has it.) Some other brands plan first quarter of 2021 releases and have a few models with the update available. Time will tell. Meanwhile, a factory reset has me re-connected. We'll see how long.
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‎01-26-2021 19:55

In response to beardiemom

‎01-26-2021 19:55

I'm glad you were able to get a humanoid for support. My Moto G6 says that it's version 9 and that it's up to date. That's going to really irritate me if they're forcing the use of a version that my phone is not capable of using at this date. Thanks for the reply and good luck.

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‎01-26-2021 20:24 - edited ‎01-26-2021 20:24

‎01-26-2021 20:24 - edited ‎01-26-2021 20:24

Not sure if this is the case but if you have the app on both your iPad and phone and Both devices have the app open or possibly even near one another, it will not sync.


I noticed when on my iPad with the app open and my phone in the next room with the app and phone on, the watch would not sync.  I shut the app off on my phone and shut off the phone and it synced right up.  I prefer to use phone so I shut down the app on my iPad and shut down the iPad.


For me, the watch would not sync when app open on both devices. 

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‎01-28-2021 05:24

In response to Clove5858

‎01-28-2021 05:24

Hello @beardiemom Welcome to the Community Forums! @SunsetRunner @Clove5858 It's great to see around! 

 

@Clove5858 Your input is very appreciated! 

 

Thank you all for the troubleshooting steps you've followed prior to posting! Our team is currently aware of an issue affecting the syncing process for Android users. They are working hard to resolve this as soon as possible. In the meantime, I suggest you to keep trying our troubleshooting steps for setup and syncing and make sure that the Fitbit App and your Fitbit device are up to date to ensure you receive the quickest resolution.

 

We're very sorry for any trouble and thanks for your patience. I hope we can have a resolution soon.

 

Keep me posted.

Wilson M. | Community Moderator, Fitbit.
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‎01-28-2021 05:32

In response to WilsonFitbit

‎01-28-2021 05:32

Yes I saw after posting there is an issue with an upgrade on certain phones. Hope it is resolved soon. 

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‎02-03-2021 12:23

‎02-03-2021 12:23

Here also the same problem after the last update of the app on the 28 of January. 

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‎02-03-2021 13:55

In response to beardiemom

‎02-03-2021 13:55

How do you do a factory reset. I have tried everything to get my sense to sync.  It just stopped syncing Feb. 2.

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‎02-04-2021 01:43

‎02-04-2021 01:43

I have spoken to customer service 3 times and today will be the 4th. It won't sync, I reset it over and over. Done a factory reset......was told I needed a new phone, etc. Etc. ETC. I am so upset about the $330. This is my 3rd FitBit. Ugh

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‎02-04-2021 01:45 - last edited on ‎02-05-2021 19:07 by

In response to beardiemom

‎02-04-2021 01:45 - last edited on ‎02-05-2021 19:07 by

Factory reset helped me for a couple days and then back to square ZERO

 

Update:

 

Go to settings on SENSE. Then about SENSE and you will see factory reset there. Sadly I have done it twice and it lasts for a few days or less. Good luck.

 

Go to settings on sense and then about sense. There you will see factory reset. Good luck. It doesn't work for long.

 

 

Moderator edit: merged replies

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‎03-19-2021 12:45 - edited ‎03-19-2021 12:48

‎03-19-2021 12:45 - edited ‎03-19-2021 12:48

As another person stated many things can effect connecting err syncing the Sense for me it is my laptop that causing some issue with the fitbit. Let me explain a bit I have the app installed on a iphone it how i first set up my watch. I don't own any cell phones I borrowed my friends for 25 minutes to set up the fitbit. I then been using the fitbit app on my laptop but it was having issue syncing I learned the Windows version of Fitbit app is no longer supported so I searched for another device i seen my mother has one of those government phones it has android 7.1 on it it was working like a charm syncing my fitbit then i started noting some issue with syncing not happening or taking a long time, this was being caused by several factors. My friend almost always at my house when we are working out so his phone and the android phone where giving conflicts with each other also if i had my app on my laptop open this also caused syncing issue on the android. Simple solution i don't try and sync my phone with my friend standing in same room as me i don't go near my room with my laptop and syncing started working better. Again i started getting slow syncing i noticed my mother phone was at almost maxed capacity in storage i cleared up 4 gigs shut down all the open tabs and cleared all her browsing cache phone started to sync up again like a charm just a heads up with what information i have accumulated by trial and error.

Also want to point out some people complaining thier device was shutting off and on doing hard restarts this is caused by pairing conflicts  my laptop would always try to sync with the watch when i got near it causing the watch to do a hard restart.

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