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Fitbit Sense randomly unsynced and now it can't be setup

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‎01-27-2021 13:01 - last edited on ‎01-28-2021 03:46 by Fitbit Moderator

‎01-27-2021 13:01 - last edited on ‎01-28-2021 03:46 by Fitbit Moderator

Basically I woke up and noticed that my Sense was not connected to my phone, I tried to reconnect it and it said "Could not Connect, check device settings" I ran through all the trouble shooting stuff (resetting, turning off and on, ect) basically what happened is I disconnected the Sense from my account and tried to reconnect it, well it wouldn't reconnect, I did some searching on these forums and came across a user with the same issue, she ended up factory resetting her Sense, so I did that. (Don't do that) Well now it's in an infinite loop of the "download the Fitbit app" screen where it goes through all the languages. I got it6 to connect to my pc for a minute or so, it was working kinda, it was still on the screen I mentioned previously but it had actually connected (or so I thought) so I disconnected it and tried again on my phone. Nothing. It won't detect the Sense on either devices Bluetooth screen, and it is still flipping through the "download fitbitt app" screen. It's been doing it for about 6 hours now. Is there a way I can use the charging cable to connect it to my pc and force it to reset there? What should I do? I'm trying to avoid calling support at all costs because I hate wasting peoples time, but this is my last option before I have to do so. Thanks in advanced for your advice. 

 

Moderator edit: updated subject for clarity

 

 

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‎01-27-2021 22:33

‎01-27-2021 22:33

Its a bug in the last update for Android phones

Author | ch, passion for improvement.

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‎01-28-2021 03:44

In response to Guy_

‎01-28-2021 03:44

Hello @SunsetRunner Welcome to the Community Forums! Thank you very much for the troubleshooting steps you've tried prior to posting! 

 

@Guy_ Thank you very much for your input! As @Guy_ mentioned, we were informed about a syncing inconvenience affecting Android users. Our team is aware of the issue and currently working to resolve it. I hope we can find a prompt solution. In the meantime, please keep trying or use a different mobile device and be sure to keep your Fitbit device and app up-to-date to ensure you receive the quickest resolution.

 

You can also refer to this help article: Why can't I set up my Fitbit device?

We're sorry for any trouble and we appreciate your patience. 

Keep me posted. 

Wilson M. | Community Moderator, Fitbit.
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