Sense issues connecting

[Thequizman]

Hi all,

Desperately need help.

Bought a Sense and setup and all worked well. 3 weeks on, first issue not synching message on app "no internet connection fix it "

Internet was OK and working for all other apps.

I followed advice on other posts i.e

Turned Bluetooth off

Uninstalled Fitbit app

Stopped Sense

Restarted phone

Started Bluetooth 

Re-installed Fitbit app

Switched Bluetooth on

From app-

Set-up device

Selected Sense

Clicked setup

Message on app "trouble connecting to network"

Samsung Galaxy S7 Edge - all other apps OK and network active.

I tried to setup via Windows 10 on laptop, using same network, and device setup OK. 

Removed everything from Windows and went through setup on Fitbit app and got same issue "trouble connecting to network"

All software up to date, watch fully charged.

[Guy_]

Hi @Thequizman - thanks for the very precise steps taken. Only thing missing is the Fitbit App version and Watch firmware version.

Things to look for are VPN connections and security software on the phone, which let other apps work but could be a problem for the Fitbit app.

That said a few others have mentioned the same issue so it could always be a bug.

You can try with Data turned off and Wifi on, or vica versa, but in all probability your phone isn't allowing access to the Fitbit servers.

To simplify testing you can try clearing the cache and force stopping the Fitbit App between tests, and even logout and login.

In Android phone Settings *

Apps

Fitbit

Storage - clear cache [not data]

Force Fitbit Stop

[though it doesn't seem to fully]

Go back in to the Fitbit app

*Quick Shortcut: Press and hold the Fitbit launch icon, then App info [on some phones]

[Thequizman]

Thanks Guy

Android version 8.0.0

Fitbit version 3.53 (20263651)

I stopped VPN and managed to complete setup. However the app is still showing "no internet- go online to sync" with a Fix it button, which just takes you to phone settings, where internet is active.

[Guy_]

@Thequizman - looks like you still have some security software blocking the connection or the VPN restarted.

At least progress, thanks for the feedback and information.

Interesting you have Fitbit App 3.53 for Android 8.

Only 3.52 available for Android 10.

[Thequizman]

I rechecked versions and they are as published.

VPN hasn't restarted and internet security has Fitbit as allowed.

Something I noticed on Sense settings that states set up wifi, so when I looked at this, my network is listed and when I select, it shows as Connected! Not sure what the ! Means but when I try to sink  it still has no internet and when I check settings again, network is not connected ans states set up wifi.

[Guy_]

@Thequizman  - WiFi on the watch seems configured ok if you see it listed.

Watch WiFi is only normally used and active for firmware updates, the principal communication for syncing with the phone is only done via Bluetooth.

A phone internet connection free of security software blocking on the phone is required for successful syncing and operations with the Fitbit servers, otherwise the information from the watch cannot be uploaded to the servers and the syncing may not complete.

[Thequizman]

Resolved....

It appears to have been the VPN after all. 

Although I stopped the VPN, it still wouldn't connect to the internet  I had to uninstall it and now everything is working fine.

Thanks for your help.

[Guy_]

@Thequizman - thanks for the report back, it will surely help others.