Sense Not staying on Wifi to change Clock Face

[belovedbyHim]

I got my Sense almost 3 weeks ago now and I have been unable to get it to connect to my Wifi and stay connected so I can add the SpO2 face to get that metric. It will show up on my Wifi  listings (I can see it connected when I look on my computer) as connected but as soon as I go to "Clock Faces" in the App I get the message "Oops. Looks like there's no Internet connection".  I have had this problem since I got it and I have contacted Fitbit but all I get told is they are "working on it", "Download the update" (I did) or "Cycle your Wifi" (Does nothing) .  Anyone else having this issue?  I have less than a week left to be able to return it and make a different choice. I'm beginning to regret this purchase although I LOVED my Fitbit Charge 2 and had almost no problem with it!

[Rich_Laue]

@belovedbyHim when a user sees no Internet connection, it is usually a problem between the phone and the Internet, or within the phone. A shutdown / Start-up of the phone has been reported to help. This has helped me. 

As for WiFi

• The Sense needs to be plugged in and charging to turn on its WiFi. 
• The Phone needs to be connected to the same WiFi. 

[belovedbyHim]

@Rich_Laue-- I have both the phone and Fitbit on a Wifi channel set up just for them.  I have uninstalled and re-installed the app on my Brand New Galaxy S20 FE 5G phone 3 times.  I know the Sense has to be plugged in and charging to turn on it's Wifi.  I have done all of that as well as a Factory reset on the Fitbit itself.  At this point I'm pretty sure it's a Defective design if doing ALL of this and 3 long phone calls to fitbit have not yielded any satisfactory results.  The fact that there is NO alternative way to activate all the features is insane!! Haven't they heard of Redundancy??  Having the fitbit plugged into the dongle and that plugged into a computer ought to enable you to bypass the wifi and get service.  I will give the developers till Monday to get back to me then I'm posting my review on Amazon and returning this "Downgraded" upgrade and going back to my old faithful Charge 2.   At least then I have all the features I'm paying for.

[Rich_Laue]

You do not need the watch connected to WiFi to install the SpO2 face, and the face is not needed to record or view the SpO2 through the fitbit app. I currently do not have access to any WiFi. 

Doing a factory reset, (usually simply adds more problems) will require the Sense to be setup again. as if it was purchased today. 

Has the Sense been setup? 

[belovedbyHim]

Oh Do please tell me how to install or view the SpO2 data through the Fit bit app?  I did the Factory set up at the request of the Fitbit Rep and Of course I set it up all over again!  I"m not a Newbie at digital tech.   In the App under Heath Metrics for SpO2 It says "Wear a special clock face or SpO2 Tracker App to track SpO2 data right from your wrist, and view trends here."  In Download Blue I am given 2 options... "Download Clock Face" or "Download Tracker App".  With my sense off and on the charger When I choose Either option (Download Clock Face or Tracker App) I get the message... "Oops. Looks like there's No Internet connection".  The SAME Issue with trying to change to any other clock face.  Clearly that is NOT the Issue!

[SunsetRunner]

Same issue. Would love a solution

[Converse]

I scanned through your guys posts I didn’t see this mentioned Wi-Fi on the watch only works with 2.4 GHz so check if you’re using 5 GHz this could be the issue

[belovedbyHim]

Thank you @Converse .  We did set up a special 2.4 GHz channel just to try and fix this problem.  No joy... :'(  It is annoying to have a newer Phone and yet I have to keep it on a Slow, low powered Wifi!  I really think it's a defective Fitbit issue.  Either in the design or the deployment. ... Sorry, I'm not usually so down on a product but I have spent some time almost every day working on this issue!  I am planning to go to my parents tomorrow and I'll try their Wifi since they don't have the same level of security on their set up that we have on ours but again... I shouldn't have to use unsecure Wifi especially for a health app.

[belovedbyHim]

OK... So it seems that we are too secure with our Wifi.  Once I went to my parents and logged into their Wifi I was able to connect and get the Sp02 app and faces downloaded.  I still believe Fitbit needs to address this and that there should be a way to work around the Wifi only issue (I did almost all the downloading on my phone in the App and only briefly needed to connect to the Watch itself.)  This could be done over bluetooth or directly connecting the watch to a device running the App.
TLDR: Try an unsecured WIFI location or at least one that is only minimally Password protected.

[belovedbyHim]

@SunsetRunner   Try a minimally secure WIFI connection. 

[Rich_Laue]

@belovedbyHim the phone app that is telling you that it looks like no Internet, and has nothing to do with the WiFi on the watch. 

Yes it is easy to close needed ports on the router or firewall. 

Glad you got it working. 

However: 

This message is about the fitbit app on the phone not being able to reach the fitbit cloud server. 

Some users have reported.

Stopping the fitbit app through the phones settings, or a shutdown of the phone has fixed this. 

Most faces do not need the tracker connected to WiFi to be installed. 

The SpO2 app, it will be found in the fitbit app, your tracker, apps, all apps. 

With last November's firmware, the clock no longer records SpO2. 

Installing the face without the SpO2 app will not work. 

[belovedbyHim]

No @Rich_Laue  My Phone connects to both my regular Wifi and the Dumbed down 2.4 Wifi just fine (unlocked to make it accessible to the fitbit per the configuration specs they sent).  The Watch WOULD not connect.  I Tried every way possible to download the faces at my house on My wifi and IT DID NOT WORK!!! Once I went to my Parents house and used their Minimally secure wifi (SAME COMPANY that I have... Just Less security to keep others off their network) I was able to DOWNLOAD the SpO2 App and the Faces.  Before today I have NOT Been able to do so. I DID the EXACT SAME THING at their house that I had tried at Mine.  At their house and with UNSECURED WIFI I had Success. At My house with SECURE WIFI-- NO LUCK!!! IT seems that Fitbit requires the use of Unsecure WIFI.  THERE IS NO WAY TO DOWNLOAD the SpO2 APP or FACES WITHOUT WIFI!!! .  I still cannot access the faces from my home network.  I will forever have to go to a location with unsecured wifi to be able to change to anything but the 5 faces I have installed.  If I want music.. Off I have to go, If I want to update... Off I Have to go.... As I stated in my earlier comments... I Have uninstalled and reinstalled the app on my phone, I have unpaired and re-paired my sense, I have even gone so far as a complete Factory reset on the watch and none of those made any difference as to connecting to the fitbit cloud. THE ONLY Option that yields results is to leave my house, Drive to my parents and use their Wifi (Or risk the Coffee shop... Not happening!) I Do have all the other Fitbit metrics (Steps, Heart rate, Stairs, Zone Minutes....) available in the App.  I still see this as a Design flaw.

[Rich_Laue]

That doesnt change the fact that the No Internet message is about the Fitbit app not being able to access the fitbit server. 

The message is not about the tracker. 

[belovedbyHim]

So with the Sp02 face selected how the Heck am I supposed to get the reading?  IF it is entirely dependant on being able to connect to WIFI and the Phone itself is able to connect to WIFI just fine... Where is the problem?  Clearly in the FITBIT APP or Tracker.

[Rich_Laue]

I'm not understanding your question. 

What is it that supposedly depends on wifi? 

Do you have the SpO2 app installed? This app is needed to view the SpO2. 

[belovedbyHim]

As I said Sunday.  I connected to my parents WIFI and installed the Sp02 faces and the Sp02 App through the fitbit app, however unless I'm at their house it doesn't seem to record or show the Sp02 data.  That is Pretty USELESS if that is the case.  I have tried every thing I can find on this forum and on any website that has any tips/trouble shooting information.  It's getting super frustrating that I cannot use this feature when that is the WHOLE reason I bought the thing!

[Rich_Laue]

The tracker does not need WiFi to record the SpO2. 

The phone needs a connection to the Internet to sync, then both the fitbit app and the SpO2 face will display SpO2. 

When not at your parents house, do you still get sleep stages. 

My watch has never been hooked up to any WiFiwith all updates and app installs haveing been done through Bluetooth and cellular network, and I still see the SpO2. I've also noticed that when I wake up, my watch days "recording SpO2". My face is the SpO2 Analog. 

[belovedbyHim]

Yes, I get Everything EXCEPT Sp02

[SunsetRunner]

I'm the same, not getting SpO2. I get a single value, like a spot reading, but it says no data has been recorded through the night. As with you, this is the primary purpose I bought the watch.

Regards the wifi connection, I've had to set up a separate profile for my Sense in which all security is turned off. I get no connection even when the only security switched on is a malicious software filter!!! Seriously needs some attention from Fitbit.

I'm also unable to get Google assistant after 5 days of trying everything. Last thing I tried was a full factory reset, at Fitbit suggestion, and got a message that it failed to completely remove all data!!! I'm no expert but you would think a factory reset would be programming 101.

Fairly disappointed and increasingly frustrated at this point.

[belovedbyHim]

They are aware of this issue and that it means the Sp02 does not work and they are not planning to fix it.  You are SOL.