My Sense won't sync since I came on holiday in France

[brendawroe]

My Sense watch, purchased in Now 2020, is refusing to sync with Fitbit app since I left the UK on holiday.  I have logged out of app on my iPhone 11 and also website; tried again, but it still says 'Looking...' when i check under my account.

Any advice anyone??

[Rich_Laue]

Hi @brendawroe have you tried the normal steps? 

Also try a shutdown, not just a restart, of both the Sense and the Phone. 

Also try clearing the cache of the fitbit app, or the phones cache. 

[brendawroe]

Tried shutting down both devices.  No luck.

How do I clear a cache please ?

[DianaSmart]

Same thing happened to me a few weeks ago. It was a nightmare! I think there is something wrong with Sense and fitbit should own up and recall them. Mine refused to sync, I deleted the app and reinstalled; nothing. I removed the device from the app and tried to add again and that was where the real nightmare began. It kept telling me fitbit.com was down. I chatted with a customer care rep and the person was not much help. After a day or two it started working again. I don't think the Sense is a true top of the range watch, we shouldn't go through this much stress after spending so much on a smart watch.

[Rich_Laue]

Clearing the cash has been found help full with both iOS and Android, support has even had me try this. 

So how do you clear cache? Without knowing anything about the phone model, I suggest using Google. 

[brendawroe]

Hi @Rich_Laue Thanks for the pointer...I have clear cache on my iphone11 as suggested and my Sense still not syncing.  It looks as if its unusable until I return to my home country.

[Rich_Laue]

How is the Phone connected to the Internet? 

Could your connection be going through a VPN or some other gateway that is blocking the port. 

Is anyone else around you having fitbit issues? 

[JuanFitbit]

@Rich_Laue . Nice to see you around. Thank you for your help and efforts. 

@DianaSmart Nice to see you here. Thank you for your message and feedback. 

This isn't the experience that we want you to have and please know your feedback hasn't gone unnoticed, and will be passed along to the proper department so we can improve our services. Have you already chatted with our team or have you given us call? If not click here to get connected..

@brendawroe A warm welcome to the Community! Thank you for your messages and efforts. 

Make sure that no other Bluetooth device is connected to the mobile device or nearby. (Headphones, keyboards, etc.)

Also please verify that your phone is not on Don't Disturb mode (silence).

Please follow these steps, some you have already done, but the order is important:

• Make sure to have the latest app version installed. 
• Restart your Sense 
• Please on the mobile phone, go to Settings> Bluetooth, and remove all connections that are there with the tracker. (Forget, ignore or unpair the device depending on the version of the mobile phone's operating system)
• Turn off the bluetooth and restart your phone. (switch off and on again).
• When the phone is back on, turn the bluetooth on again, but DO NOT try to connect to the Sense from here.
• Go to the app. From here, try to set up the watch as a new device.

Hope this helps

[brendawroe]

Whilst travelling across Europe I have followed all advice offered here without any success.  Thanks everyone for trying.  Even a factory reset was unsuccessful.  But the good news is that customer services are sending me a replacement device.  Fingers crossed i don’t have similar issues with the new one when travelling.

[Guy_]

@brendawroe  - on the off chance could you be using different devices to sync which may be confusing the process? Eg laptop and phone.

Also you will need phone GPS and an internet data connection to sync. 

If your phone is missing a good internet connection, eg connected to WiFi with no internet access it won't work, (or on phone data connection with no roaming).

[JT_sense_user]

I had similar problem with OnePlus 9, could not sync Fitbit Sense with it since April 2021.  I finally purchased Pixel 6 and no syncing problem and funny thing is that it would sync with phone SE and Pixel 6 every time I try but would not sync with Oneplus9.  I still have all three phones.  I can turn iPhone SE and Pixel 6 off and try to sync OnePlus9 and it would not work no mater what I do.  I have not read any other OnePlus 9 user' comment here so I believe it is phone related.  Your Sense does not like your iPhone 11.