Sense keeps losing connection during set up

[Connect61]

Hi lost icons on watch carried out reset and attempted to set watch up again set up goes to 100% then looses connection with watch. I have tried numerous times to reset watch and date up watch but still having the same issue ??? Thanks

Moderator Edit: Clarified subject

[LizzyFitbit]

@Connect61 Welcome to the Community.

Thanks for taking the time to troubleshoot your Sense. I'm sorry you're having this inconvenience and to look into this, may I know the model of your phone? Also, do you see an error message on the Fitbit app?

I understand you've tried some steps, but please give a try to the following in the given order:

1. Remove the Sense from the Bluetooth settings.
2. Turn off other Bluetooth connections nearby.
3. Force quit the Fitbit app and reboot your phone.
4. Restart your Sense as described here.
5. Open the Fitbit app, tap your profile picture > Set Up a Device.
6. Select your Sense, tap Replace Device and follow the on-screen instructions.

Hope this helps.

[LisaCap]

I have tried all of the steps, updated my phone, updated the app, there is no update available for the Sense. It will pair, work and then lose the pairing shortly afterward. It’s very upsetting since it will not sync and I use the app for monitoring calories in and out daily. The Sense was only purchased in November!

Is there anything else to try?

[Guy_]

Hi @LisaCap - have you checked the battery optimization setting on your phone. If it is set to shutdown the Fitbit App or Bluetooth you will lose connection. They must be running in background.

[LisaCap]

Yes, I’ve checked everything I can think of. It connects for a while and then disconnects, even with the apps running in the background.