Sense doesn't sync correctly

[Ashbhat]

Sense doesn't sync to my phone's Fitbit app. It has to be done manually frequently which is really irritating. It makes difficulty in using voice assistant quickly as it suggests "your device is not synced" . 

Moderator Edit: Clarified subject

[LizzyFitbit · Accepted solution]

Hi @Ashbhat. Welcome! It's good to see you on board.

Thanks for sharing that your Sense isn't able to sync with your phone. I'm sorry that you're not able to take advantage of your watch's features due to this situation and let me give you a hand with this. Before anything else, may I know the model and OS/software version of your phone? Have you made sure to have your watch and the Fitbit app updated?

In the meantime, let's give a try to the following steps:

1. Remove the Sense from the Bluetooth settings on your phone.
2. Turn off other Bluetooth connections that you have nearby.
3. Force quit the Fitbit app and reboot your phone.
4. Restart your watch.
5. Open the Fitbit app and pull down on the screen to force a manual sync.

Make sure the Fitbit app is allowed to run in the background and your phone has internet connection so you can try using the voice assistant on your Sense.

[Gem2020]

I have the same issue. I uninstalled my device and now I can't reinstall it. I have the latest version of android and my sense was working fine all week. 

[LizzyFitbit]

Hi @Gem2020. Welcome to the Community Forums.

Thanks for every step tried prior to posting. Because your post didn't mention, may I know if you've tried the suggestions posted above? If not, please given them a try and instead of forcing a manual sync, tap your profile picture > Set Up a Device > Sense and follow the onscreen instructions to reconnect your watch t your Fitbit account.

[Ashbhat]

Thanks @LizzyFitbit for the information. I followed those steps mentioned above and it did work for me well! 

[westsidekilla1]

Mine unpaired today for no reason at all. Had to factory reset the watch to ever get it paired back to my phone. This is the buggiest watch I've ever used. Won't change time zones. Speech to text is broken and basically useless. Google Assistant is only halfway implemented. This will definitely be my last Fitbit device unless FitBit fixes some of these bugs because let me tell you, bugs are everywhere. Speaker volume for calls is so low it's basically useless too. I don't even know what Fitbit was thinking putting this watch out in the shape it's in. Half the time it won't sync. Half the time it loses Bluetooth connection and the rest of the time the other features are working about 75% of the time.

[westsidekilla1]

I've had sync issues here and there since having this watch. Pixel 4 XL is what I use it with. I've had to factory reset three times so far. Just a minute ago the Sense wouldn't sync. Fitbit app showed the red circle of death. Rebooting phone and watch fixed it but why does it keep happening? Why is keeping the Sense synced and paired to a phone so hard to do? It shouldn't be. Fitbit needs to get with the program. It's almost like they just decided to punk everyone by offering such a buggy watch for such a high price. Idk. This watch is just frustrating.

[LizzyFitbit]

Hi @Ashbhat and @westsidekilla1. Welcome back to the forums.

@Ashbhat, you're welcome and thanks to you for following the suggested steps. I'm glad they worked to get your Sense syncing and I hope you continue crushing your steps! 

@westsidekilla1, I'm sorry for the difficulties experienced with your watch. Your feedback is appreciated and be sure that it won't go unnoticed as it'll help us to work and enhance our products, services and overall environment. In regards to the syncing issues, is your watch still not syncing correctly after trying the steps posted above? What's the error message displayed when trying to sync? Also, could you please confirm the OS/software version of your phone?

To keep our forums organized, I'd recommend to share your other questions in a new thread by clicking New Topic so you can have more chances to receive help from the moderators and the Community.

[Laaura5]

Hi @LizzyFitbit 

I've had my Sense now for 8 days and have had to reboot it every day for the last 4 days in order to get it to sync. This is ridiculous. Followed your steps yesterday - doesn't help. Got the newest update yesterday - no help. Using with Galaxy S8/Android 9. Returning it seems like the only option?

[LizzyFitbit]

Hi @Laaura5. Welcome to the Community.

Thanks for trying the suggestions posted in this thread and I'm sorry that you're going through this experience with your Sense. Because the troubleshooting steps didn't work, I've contacted our Support team so they can investigate the behavior of your watch and provide you with assistance. Due to recent events affecting our operations there might be a delay in their reply, but be sure that your case is on good hands and you'll receive an email from them shortly.

[Tutasaurus]

I am also having sync issues despite trying the above. My sense will only sync after I restart my phone. Usually need to restart my phone every two days or so which is annoying to say the least. 

[LizzyFitbit]

Hi @Tutasaurus. Welcome to the Community Forums.

Thanks for troubleshooting your Sense. I understand how you're feeling and I'm sorry for this inconvenience. Because the steps didn't work for you, may I know the model and OS/software version of your phone? What is the error message received on the Fitbit app when trying to sync? Also, have you made sure to turn other Bluetooth connections nearby? These details will help me to investigate on my end.

I look forward to your response.

[Tutasaurus]

Hi there,

Thanks for the reply. I have a Oneplus 7 running android. I never had issues syncing my versa to the phone, and the issues just came up with the sense. It usually happens when I wake up, and the fitbit app just says "Couldn't Sync". It then starts syncing again after I restart my phone.

[LizzyFitbit]

Hi @Tutasaurus. I hope you're doing well.

You're welcome and thanks for getting back with the requested information. Before anything else, let me share that the Fitbit app hasn't been optimized for the OnePlus 7 phone and for this reason some features such as syncing may not always work. Because you mentioned this didn't happen with your Versa, I've contacted our Support team so the can create a case and help you with this situation. Due to recent events affecting our operations there might be a delay in their reply, but they'll get in touch with you soon.

[penntrain]

I spent time on chat Wednesday with this issue.  I still cannot sync without turning blue tooth on and off and resetting the Sense. The Sense is not seen to be available by the app.  I tried two devices as per the instructions and it doesn't work on either.  This device worked fine for a couple of months and now it does not work.  Went through everything on chat that was requested.  It seems that there is a glitch with the device.  Please help fix this.

[LizzyFitbit]

Hi @penntrain. Welcome on board.

Thanks for every step tried prior to posting and for taking the time to contact our Support team. I'm sorry that you're going through this experience with your Sense. This shouldn't be happening and because you already have a case created, I've forwarded your post so our team can look into your details and provide you with further assistance. They'll contact you via email, so keep an eye on your inbox.