Sense google assistant not working

[KendraJ7]

I just got my sew sense. I live in the US and have a galaxy s 10. Cannot for the life of me get the Google assistant to connect and work with my new sense. Help! Tried chatting and they didn't help. Said a higher up team would email me and they haven't. 

Moderator Edit: Clarified subject

[Marrrmaduke]

@KendraJ7 can you pls elaborate on the errors you're getting? Perhaps share a screenshot?

[KendraJ7]

I click on the Google assistant to set it up after you press voice assistant. And then eventually the screen just says can't connect. And not connected. Like it won't finish or even start the connection setup process. 

[WilsonFitbit]

Hello @KendraJ7 Welcome to the Community Forums! @Marrrmaduke Thanks for the input! 

@KendraJ7 Our support team confirmed that you have contacted them. They mentioned that your case is under review and they will get back to you as soon as possible. Please expect a reply in your inbox. 

Have a great day! 

[Marrrmaduke]

@KendraJ7 sorry for late reply! Did you manage to resolve the issue? Are you using VPN? 

[KendraJ7]

Hi thanks for your reply. Still not working. I am waiting for the higher up team working on this to email me I guess. Still no fix and no reply. Not using a vpn at my house. 

[Marrrmaduke]

@KendraJ7 out of curiosity, have you tried logging out and back in or reinstalling fitbit app? Another thing perhaps you could try if you can enable Alexa - just to test?

[KendraJ7]

Yep logged out and uninstalled and reinstalled app. Still no good. Alexa works fine. So annoying lol. I just want google! Hope they email me soon. 

[Marrrmaduke]

@KendraJ7 another silly question - since you're on Samsung and it uses Bixby natively, do you have Google Assistant app installed on your phone? https://play.google.com/store/apps/details?id=com.google.android.apps.googleassistant

[KendraJ7]

I don't use bixby. Yep I have google assistant installed on my phone and use it. I have other google devices. I think one fitbit chat call to problem solve had me uninstall it and try and that didn't work still. 

[Marrrmaduke]

@KendraJ7 it seems to me something is blocking the setup page. Now I know this may sound silly but could you try setting it up using different internet connection? Perhaps your mobile provider's wireless or different wifi? Also, could you please confirm that you do not see Sense under personal devices in your google assistant/home app?

[KendraJ7]

Tried my two different wifi's and on data. No good. I could try with WiFi at work. Can't add or see the sense in my google home devices. Thanks for helping. I want it to work so bad! Does yours work? What phone do you have? Can I setup google assistant through my laptop vs phone? 

[Marrrmaduke]

@KendraJ7 I'm on Pixel 5 but I also test it on iPhone. Ok, I have idea... weird one... You simply need to set it up once aka link with your Google account... so... How about you borrow a tablet or a phone from a friend, install fitbit app, and set up there? 😄 Of course you will need to install Google Assistant if it's not installed but on majority of Android devices it should come preinstalled. The only thing you would have to do is make sure you log in to Google Assistant on the borrowed tablet/phone with your google credentials. Other wise your fitbit will get linked to someone else's account. 😄

[KendraJ7]

Thanks so much for your woke on this. I tried all those good suggestions and still not working. I wonder if it is a faulty device? I am going to call again tomorrow. This is the feature I was really excited to use! So sad! 

[Marrrmaduke]

@KendraJ7 Soit doesnt work even on different device? hmmm and do remind me, have you tried factory reset? 

[KendraJ7]

Yep already tried that. I called fitbit again I just have to wait for that escalation team to call me. Grrrr. Thanks for the help! We are trying ! 

[Marrrmaduke]

@KendraJ7 i think at this point you indeed ran out of options. Do keep us posted and good luck!

[WilsonFitbit]

Hi everyone. @KendraJ7 Our Support Team confirmed that you reached out to them yesterday. They should get in touch with you regarding your case soon. Thanks for your patience! 

Have a great day! 

[RockerDood]

I had the same issue. Tried to troubleshoot with Fitbit support and their solution was to send me a new one. I just received a new Verse 3 today and I’m still having the same issue. 

[WilsonFitbit]

@RockerDood, it's great to see you around! 

I'm sorry for the experience and thanks for the update! I was able to see that you reached out to our Support Team a few days ago, reporting this inconvenience. Since you have received assistance from them, I suggest you to update your case or get in contact with them one more time if you require further assistance or if you have any additional questions. 

Have a great day!