On-wrist calls aren't working on my Sense

[Bvlenci]

I can no longer answer calls on my Sense watch, although I used to be able to. It always says "connection error" and tells me to answer the call on my phone.

I checked my app settings on the phone, and the watch settings in the Fitbit app. I don't see anything that might need changing. I have a Pixel 7a with Android 14; until recently I had a Pixel 4a updated to Android 13. I've had other serious problems since getting this new phone and I begin to question its compatibility with the Sense watch. 

I saw a reply to a similar problem (which now I can't find.) I followed as best I could the instructions on that post, but it didn't help. I tested it by making a call from a different phone. The watch and the phone were both in my possession, so distance wasn't a problem.

I would appreciate any advice. Between this and the daily dropping of the Bluetooth connection and the inability to reconnect without restarting the phone, I am ready to throw this watch out, which is a shame because it performed very well until recently 

Moderator Edit: Clarified subject

[Guy_]

Hi @Bvlenci - the watch is probably fine, however it can be a phone or app problem which causes loss of connection.

Also eliminate the possible use of the old phone (or any other device running the Fitbit App) because the watch can only connect to a single device at a time.

[MarreFitbit]

Hi there, @Bvlenci. It's nice to see you around the Fitbit Community Forums. Thanks for bringing this to my attention and for the troubleshooting steps you've tried. I'm sorry to hear that Sense is no longer receiving your calls. I understand your concern, I will do my best to help you with this!

I agree with @Guy_. It seems that your Sense cannot connect properly to your new phone since you haven't yet forgotten the connection between your watch and the old phone's Bluetooth which would explain the connectivity issues you're running into. With that said, try the steps below: 

• Unpair your Sense from your old phone's Bluetooth and also from the new phone.
• Force quit the Fitbit app.
• Turn off other Bluetooth connections when not in use. This can help to prevent connectivity issues or Bluetooth interference.
• Shut off your phone and turn it on after 1-2 minutes.
• Turn on the Bluetooth on your new phone.
• Plug it into the charging cable and open the Fitbit app.
• Set up your Sense again.
• If there is no connection, restart your Sense.

On a side note, keep in mind that the Sense Controls might be listed as “Not Connected” in the list of Bluetooth devices on your phone. When you receive a phone call, the controls automatically reconnect. 

[Bvlenci]

I have removed all Fitbit connections and the Fitbit app from the old phone, as advised by Guy because of a Bluetooth connection problem. (It didn't help, though, with that problem.) Anyway I can rule that out as the cause of this problem. As for the restarting the phone and watch, I routinely do that nearly every day, because it's the only way to re-establish a Bluetooth connection (which drops about 10 times each week). 

I'm not really clear about removing other Bluetooth devices when I'm not using them. Do you mean remove them from the list of saved devices? My Sense watch is the only device that's supposed to remain connected at all times. All my other Bluetooth devices connect automatically when I use them and disconnect when I stop using them. (My Sense watch disconnects frequently for unknown reasons and never reconnects unless I restart my phone, and sometimes also my watch. This is my other serious problem with the Sense.)

I have tested the on-wrist calls after verifying that the Bluetooth connection was active. I called my phone from my husband's phone, when the watch and phone were both in my possession. I got a "connection error". So we can rule out a Bluetooth problem.

So interference from the old phone and Bluetooth connection problems are both ruled out. Are you sure the fault is not that the Sense software is incompatible with Android 14?