Sense REFUSES to set up

[ange9875]

I have had my Sense for just over 2 months and it REFUSES to set up. I have followed every instruction under the sun including going out and buying myself a Samsung Note 20 ultra. The Sense WILL SYNC with the new phone and the old phone but I STILL can't get a watch face to it. I need this watch to monitor sleep and stress levels. It is a HEALTH device for me. One I couldn't afford and used 88,000 Qantas reward points to get. In anyone's language, that still makes it a very expensive bit of useless bling. My firmware is up to date. 44.7.5.5. My Sense battery is full. My Blaze AND my Sense have sync'd and yet the Sense continues to refuse to download any useful functions whether designed by Fitbit or other. What are my options? I live in Australia. Currently using ADSL 2+ and in a few days when we get the NBN, the internet/wifi connection will be even slower.

[Marrrmaduke]

@ange9875 could you please share which clockface you're trying to install? Also, please keep in mind ECG app is not available in Australia. The most recent version of the firmware is 44.128.4.17. please check if you have an update banner showing in your Fitbit mobile app.

[ange9875]

Thank you @Marrrmaduke(10K Racer)

for your response but, nothing has been installed onto my fitbit sense. all
it can do is sync with the app but not connect or set up in any other way.
You are wrong about the latest firmware because i updated it today and it
is 44.7.5.5. i would dearly like my watch to work as a watch, step counter,
sleep and stress evaluator and all the other goodies fitbit promised but
hasn't delivered yet. the watch retails at $499 aud but i spent 88,000
Qantas points because i can't afford to pay for a new fitbit, which makes
it worth more than $1000.00. pretty **ahem** expensive for a watch that will
sync with an app but has no other functions. none what so ever. not able to
begin to where the **ahem** thing because it will not download the apps! fitbit
get your act together!

Moderator edit: format

[Marrrmaduke]

@ange9875 when you open Settings app on your Sense, go to About, System Info, what's the version number? Also, what mobile phone and OS do you have? You mentioned that your Sense was syncing without issues, which means it's linked with your account. Can you please give us some examples of the features that are not working, e.g. smart assistant, ECG, SpO2 etc? Which country you're located in?

[ange9875]

@Marrrmaduke I have THE latest Samsung Note 20 Ultra - its the latest Android. My Fitbit Sense would sync with my Samsung Note 4 and with my Windows 10 tablet as well but NO and I mean NO features EXCEPTY SYNC are working. I am in Australia which you would have known all of this had you Actually read my initial post rather than going off on what You Think is the problem

[Marrrmaduke]

@ange9875 sorry so not sorry that I missed the location (actually forgot) due to being forced to go through dozens of running sentences spelled or not with caps. 😁 Now, you see not being Fitbit employee has its perks. I don't have to take snark. 😁 I understand you're upset but I really don't have to take it. Here's the list of compatible devices. I don't see ultra there:

https://help.fitbit.com/articles/en_US/Help_article/2315.htm

[Odyssey13]

Hi @ange9875  you've had the Sense for two months - did you contact customer support? We can see you've posted several times and you've gotten a lot of good responses from members trying to help you. Please understand that while you might know what's going on, when you post, those of us reading need more information. 

As for your phone, here is something a moderator posted about phones being compatible:

"Please note that your phone or tablet is not on our list of compatible devices. We confirmed that the devices on this list are fully compatible with all features of Fitbit devices and the Fitbit app. While a phone or tablet may not be verified as fully compatible, the Fitbit app may still work with your device. 

We routinely test new devices to ensure full compatibility with Fitbit devices and the Fitbit app, and are constantly working to confirm compatibility with new phone models. Be sure to verify that your phone or tablet meets the minimum operating system requirements.

If your phone supports Bluetooth 4.0, we provide assistance and troubleshooting steps. Because your phone or tablet is not fully compatible with Fitbit devices, we can't guarantee syncing and other Fitbit features. "

[Rich_Laue]

@ange9875 if your sense is at the firmware that you say, then it is far from up to date. 

Also since it is against the policy of any board, please do not yell at your fellow Fitbit users. Especially those that are texting to offer help.

Notice how @Odyssey13 emphisized by bold without yelling. 

When asked to clarify your point, question, especially when the post mostly contains unneeded tangents. 

[ange9875]

obviously @Marrrmaduke Fitbit can not keep up with the latest technology and a lot of the Samsung mobile phones as being compatible were OBSOLETE 3 years ago.

[ange9875]

@Odyssey13 I am soooo DISAPPOINTED with Fitbit right now and would not recommend them to anyone. My new phone more than meets the minimum requirements as it is THE latest Samsung model where as on your list there are many OBSOLETE models.

Please advise me how I can return the watch to Fitbit for FULL RRP REFUND as it is obviously NOT fit for purpose. Most people commenting on the community Don't live in Australia and MOST users are not computer programmers. Fitbit should really get it's act together and make sure that their products are not only compatible with most technologies out there but are user friendly as well. If and when I can afford to, I am going to hunt down a Fitbit Blaze, oh yes that's right getting refund from Fitbit, because it seems to be the best Fitbit product to date and I have had a my Blaze for over 5 years.

[ange9875]

@Rich_Laue I updated the firmware the same day I wrote the post so if it is Not the latest firmware then obviously the latest firmware has Not been released in Australia. 

Most of the responses have been from U.S.A and Canada which obviously have different systems to Australia therefore the advice is bad and the programs are inconsistent throughout.

My Fitbit Sense both Connects with Fitbit App AND Syncs with the Fitbit App but Refuses to download ANY apps. 

If you don't like my tone, please recommend how I can return my Fitbit Sense for FULL rrp refund and then I will disappear from this community forever once money is refunded. Fitbit customer service leaves A Lot to be desired.

[ange9875]

@Odyssey13 I don't know how much clearer I can be about not a single app will load onto a watch that will synchronize and connect with the Fitbit App. I have also just gone onto contact customer support who apparently can't help due to system issues affecting them and suggest the community whom the majority of advice givers live on the other side of the world to myself and are not familiar with eccentricities of the Australian communications infrastructure.

I am beginning to suspect that not all countries are equal in their firmware availability and and that Fitbit can not keep up with the latest phone technologies as there are many obsolete and unheard of devices which are compatible. I will not be held to ransom by a company dictating to me which device I can or can not use with  a product which could potentially be life saving. Especially in my situation. I picked the Sense because it had many health monitoring features which would be advantageous to a 52 year old female with multiple health issues. Obviously I was mistaken as obviously as Fitbit has not made it user friendly.

[Rich_Laue]

The sense is at 44.128.4.17

[Odyssey13]

@ange9875  where did you purchase your Sense? If from Fitbit.com, there is a 45 day no questions asked return. If you got it from another retailer, you'd have to check with them on their time frame for a full refund.

[Marrrmaduke]

@Odyssey13 the OP got the watch with the points. Has Samsung Ultra. Tho not on the list, Sense works with it. I helped another user set sense with Ultra two days ago. As I am obviously 'not familiar with eccentricities of the Australian communications infrastructure', I didn't continue troubleshooting here. Because the OP does not really want our help, I recommend Customer Support route. I also would recommend to OP checking which health features are actually available in Australia. This is public info.

@Rich_Laue thanks for help here. I think at this point that's the best we can do. It just makes me sad. 

[ange9875]

Australian consumer law states that if a product is faulty or not fit for purpose or if there was no clear disclosure to the limitations of the use of the product such as only compatible with x/y/z model of phone, then you are entitled to full refund regardless of time

[ange9875]

@Marrrmaduke  @Odyssey13 Customer support suggest get in touch with the community, rather emphatically actually, as there is no one on customer support to assist with enquiries. Please advise as to why my watch can sync and says connected one minute but cannot update or download any apps what so ever. I have changed phones, used a windows 10 tablet, the watch can't get any closer to the app as I have it sitting on top of my mobile phone. I have read comments on the speed of the wi-fi of which will be slower than it is at the moment once they connect us to the new you beaut NBN (our latest internet/telecommunications technology is slower than the old system for most). I have read most comments on how to rectify problems ranging from disconnecting Sense from the Fitbit app which I have done and successfully connected more than half a dozen times and it will then go ahead and sync but then when I get to the set up stage, all of a sudden it can't find Sense. Trying to find apps to select to download, the select button is unavailable for selection. I re-iterate. Not everyone is a computer programmer. All I want is the Fitbit Sense to perform as touted but no one seems to want to give simple clear instructions with clear and simple alternate instructions should the first and second set of instructions not work.

[ange9875]

@Rich_Laue I imagine you are young and a tech wizz with no health issues. I have followed every piece of advice given over more than 2 months. Customer Support website clearly states they are unable to help due to some problem and please go through the community.

I have Not been able to set up my Sense from the moment I got it. Not using Samsung Galaxy Note 4, Tablet with Windows 10 software and now with the latest Samsung Note 20 Ultra which is The latest android phone from Samsung. 

I disconnect the Sense from the Fitbit App Every Time it fails to set up yet when I start the set up process, it connects and then it will synchronize and the app continually looks for information from the watch but the watch has No Apps because it won't even allow me to even download a watch/clock let alone steps, sleep, heart, temperature. And why aren't all the health features not available in all countries? There is No disclosure by Fitbit to that effect on their Australian website nor is there clear disclosure that it is only compatible with particular devices. This contravenes Australian Consumer Law. Now either someone helps me set this God forsaken watch so I can get on with life or I take the matter to the Australian Department of Fair Trade.

[imeson79]

@ange9875  the ECG and certain health features are limited due to certain rules that need to be tested and treated for passing regulations.

Even the Apple watch from series 4 has ECG but still not available to use in Australia.

I can confirm I'm in Australia and @Marrrmaduke  is correct with the latest firmware.. It's what I have too

[Rich_Laue]

A few of us have been wanting to help,

Telling us it fails to setup with no mention of at what point the failure occurs, what if any error messages. With what has been tried, the word everything means nothing as for as what has been tried. Many users also say to try steps that will be counter productive. 

I can say that many users have confirmed that your model of phone does work with Fitbit. 

Well @ange9875 you imagined correctly, I am at a young age of 67 and still ride a unicycle. 

I also remember at 12 connecting to a main frame at the wonderful speed of 115 bits per second, or a transfer of about 143 words a minute. 

Yes I've been around tech for a few years, but really do not know much more than the basics and to stay away from any Microsoft based computer. Linux is way friendlier. .