Sense EDA scan "can't find phone" message

[Mytix]

Following an EDA scan adn when scrolling through the results, I get the message that says "Open Fitbit mobile app to learn more"...followed by the message "can't find phone", even though I can sync fine.  Any known solutions for this?

Moderator Edit: Clarified subject and updated label

[LizzyFitbit]

Hi @Mytix. Welcome! It's great to see a new face.

I'm glad that you're taking advantage of your Sense and thanks for sharing the messages displayed after completing an EDA scan. Just to confirm, is the the Fitbit app updated? Also, was the Fitbit app closed during that time? While your Sense is syncing correctly, please note that you'll need to have the Fitbit app running in the background of your phone so you can see your EDA scan details.

[Mytix]

Thanks for the response. The Fitbit app is updated and Fitbit sense version 128.1.42. The EDA app is version is 128.1.35c. The Fitbit app is running in the background. I get the error message whether the app is open or closed. I have tried many configurations of app open or closed and receive the error message almost all of the time. About 1 in 10 times the app will work, but the majority of the time I get the “can’t find phone” error message. See attached photo. [cid:4D9C3F74-5F43-4E5F-96D2-FBF35910F6DD-L0-001]

[LizzyFitbit]

Hi @Mytix. I'm glad to see you here again.

You're welcome. Thanks to you for replying back with the requested information, as well for trying to attach a screenshot of the error message. It's odd that this continues happening and to work on this together, please provide me with the model and OS/software version of your phone. Also, go to the Fitbit app, tap your profile picture > Help & Support and let me know the Fitbit app version.

[Mytix]

Thanks for the continued support. I am using an iPhone 11 Pro running iOS 14.0.1 and Fitbit app version 3.31(993).

[LizzyFitbit]

Hi @Mytix. I hope you're doing well.

You're welcome and thanks to you for replying back with the requested information. I've contacted our Support team on your behalf and forwarded your posts so they can create a case take a deeper look into this situation. While there might be a delay in their reply due to the current events affecting our operations, please know that they'll work on your case and provide you with further assistance.

If you need anything else, let me know.