Sense occasionally doesn't sync

[ShellyM279]

Sense occasionally doesn't sync, will not update some apps because it won't sync. I have restarted phone, restarted sense. Still says looking.  I have set up the wi fi on it numerous times. It also occasionally reboots itself. Any other ideas?

[LizzyFitbit]

Hi @ShellyM279 and @DougMCT, It's good to see you participating in the forums. @billpl2309, welcome on board!

@ShellyM279 and @DougMCT, I appreciate your efforts while troubleshooting your Sense. Because your cases are on our team's hands, I'd recommend to keep an open communication with them so you can receive assistance about this situation.

@billpl2309, thanks for sharing that your Sense isn't syncing correctly, as well for the details provided. I'm sorry that a restart has to be performed in order to get your data syncing and let me help you with this matter. Because your post didn't mention, let me recommend to try the suggestions from my post and make sure the Fitbit app is allowed to run in the background.

Keep me posted.

[ShellyM279]

Just got an email from customer service, that let me know that it is
syncing correctly that it last sync December of 2019, which is funny
because now it is October 2020 and I didn't receive the sense until the end
of Sept 2020. I have also Uninstalled and reinstalled twice, it also
constantly reboots itself, yesterday I counted 10 times but don't worry
they let me know that this was also not the case apparently I need to
manually turn it off and back on again which I have done numerous times and
it does it by itself. Should've just thrown 300 dollars in the trash

[MadHouseMum]

I got the sense up and running to start but the stats were wrong and it stopped syncing so I have done all the aforementioned troubleshooting. Mentioned this to customer service, then my toddler closed the chat window, went back to troubleshooting on my own, now I can't even get my phone to find the sense. Seems like a Bluetooth issue, among other issues. I have even removed the app and factory reset the watch. I am ready to send it back, having had a Fitbit for over 10 years I am really hard-pressed to ditch you guys entirely, but at this rate, I am considering leaving. CS didn't seem to take my inquiry seriously (as was the case when I reported a skin issue from a now recalled device which had bad metal alloy causing scarring). With these 2 issues over the last 10 years of loyalty not being taken seriously, I am pretty frustrated. Guys step it up, you've had me since beta....

Pixel 4 (and tried Bluetooth sync from my google tablet) no issues with Versa when reverted for comparison.

Android11

[ShellyM279]

Agree, I am becoming increasingly irritated by this problem and then to
tell me that it is syncing correctly and the last time was December of
2019...I haven't had it for a month.

[Witty_username]

Still having the occasional synch problem between my sense and Samsung Galaxy s10e and have missed important messages... spending more than $300 on a device that randomly decides to disconnect is ridiculous....

[billpl2309]

Thanks, I had already did your suggestions from your post when I started troubleshooting the issue. The fitbit app is running in the background, as well as not being optimized by the battery. 

So lately, I haven't been having any sync issues as I was before. I don't know what's changed, I know I haven't done anything different other than closing my fitbit app first thing in the morning and shutdown my Sense through the watch setting, then restarting the Fitbit app and restart my Sense. It's been keeping sync with my phone through the course of the day. And it stays synced even when I'm out about, even at the gym. So I'll keep watch of this and see if it stays this way without sync problems.

[LizzyFitbit]

Hi everyone. It's good to see you here in the forums.

@ShellyM279, thanks for your feedback about your Sense and your interaction with our Support team. I understand where you're coming since your watch isn't working correctly and I apologize for the experience that you've had. Please know that your feedback will be passed along so we can work and improve our services.

In regards to your watch not syncing and rebooting by itself, because you have a case created, I've forwarded your posts so they can take a deeper look into your case and help you out with this matter. They'll get in touch with you via email soon and if you have any other question, please don't hesitate to let me know.

@MadHouseMum, thanks for joining this thread and sharing that your watch isn't syncing despite of the troubleshooting steps tried. I'm sorry that your chat got disconnected and your experience with our Support team. I've contacted them on your behalf so they can open your case and continue helping you with this. You should receive an email from them with more information, so keep an eye on your inbox.

@Witty_username and @billpl2309, I appreciate your efforts while troubleshooting your watches and for sharing more details about the syncing issues experienced with them. I'm sorry for the inconvenience this has caused and I've been told you already have a case created with our team. Let me recommend to follow their instructions and keep an open communication with them.

I'll be around, keep me posted.

[nicolelleonard]

I've also experienced my Fitbit Sense not syncing. This happens daily. I have a Samsung Note 9. At what point will Fitbit consider that this issue is on their end and not the users? 

[maryamk]

Mine had the Fitbit logo for the 3rd day! Tried everything but nothing worked!!!! Any idea?

[LizzyFitbit]

Hi @nicolelleonard and @maryamk. Welcome to the Community Forums.

Thanks for letting me know that your Sense aren't syncing correctly and for your efforts while working on this situation. I understand your point of view about this situation as this shouldn't be happening with your new watches. Every feedback helps us to enhance our products performance, and yours won't be the exception. While you've tried some steps, could you confirm if you refer to the ones described in this help article? Have you also tried setting up your watches as suggested in this post? What is the error message displayed on the Fitbit app when trying to sync? Please provide me with this information so I can further investigate on my end.

@maryamk, additionally, let me know the model and OS/software version of your phone.

I look forward to your response.

[jstbtfl]

I have been dealing with this issue since I got my sense, and talking to "customer service" for 3 weeks now. Fitbit says it's singing "continuously" so I called when it was happening and they escalate it, but still won't reply. They say it's not a known issue, and won't warranty my Sense (probably because it IS a known issue) I finally just started using my inspire again, and guess what? No problems. SO FRUSTRATING.

[Flymat]

I am having the same problems with my Sense synching. I have an Android Model SM-G970U 
One UI Version 2.5
Android Version 10
Baseband Version G970USQS4ETJ1
KERNAL VERSION 4.14.117-19529858
# SAT oCT 10 20:04:40 kst 2020
BUILD QP1A 190711.020.G970USQS4ETJ1

Do you need any more details? 

[primortal]

Throwing my hat into the ring with synching issues and not consistently receiving notifications and Wi-Fi is configured on the Sense as well.

Samsung Galaxy 20+ (SM-G986U1)

Firmware: G986U1UES1BTJ2

Never had an issue with my Charge 3 on the same device just with an older version of the firmware.

[SunsetRunner]

Having the same issue almost daily. My phone is Asus ZenFone 6. Any firmware update that fixes this any time soon?

[andromeda1967]

I am glad that i am not the only having problems synching my sense since day 1.  I use the app on my LG tablet to sync and never had a problem with my blaze synching immediately.  Since day 1, , it would take several attempts of swiping down to get the sense to sync. Now over the past several weeks, it won't synch at all to the point that it is losing time (it is 10 minutes behind). I have tried everything mentioned in these posts: checking the wifi, bluetooth, restarted the device multiple times, uninstalled and reinstalled  the app on my tablet multiple times .I even changed the time zone and then changed it back (as suggested on another thread) which worked once but that was it.  I am really annoyed at having paid so much for this device just to have it not work properly and effortlessly since day 1.  I never had these problems with my charge and my blaze

[jstbtfl]

It seems like you may have to. The latest contact I got from them restated that they don't believe it's not syncing, and to send a screenshot when it happens. I just wonder what they think I would benefit from spending all this time to get a working version of the same device I already purchased. I'm not even asking for my money back, or a different device. 

[ShellyM279]

I have constantly had problems with it since day 1 as well. No problems with the versa 2. I mailed mine back over a week ago and have yet to hear anything about it. I have also done everything that was suggested as well. Did the factory reset which made it even worse it wouldn't work at all after that.

--------------------

They told me the same as well, " we have looked into this and have found that in fact it is syncing correctly the last time was dec of 2019" Funny being that I didn't get it until sept 2020 and the email was sent in oct. Also was emailed back and was told let's have a call to sanity and basically the gist of it was to stop complaining 

[primortal]

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@primortal wrote:

Throwing my hat into the ring with synching issues and not consistently receiving notifications and Wi-Fi is configured on the Sense as well.

Samsung Galaxy 20+ (SM-G986U1)

Firmware: G986U1UES1BTJ2

Never had an issue with my Charge 3 on the same device just with an older version of the firmware.

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I can't change the app setting to run in the background being the setting is locked but it looks like it's enabled, see attached screenshot but the background use active is at 0 minutes.  Also this morning when I checked it last reported that the Sense sync around 3:42pm yesterday, sorry I couldn't get a screenshot of that.

[GabiGabs]

Hi @LizzyFitbit 

I just purchased my sense and had issues from the start getting it set up on my phone. The sense kept denying my request to pair via bluetooth and Customer support recommended I restart the sense and my phone. This eventually worrunnso I was able to set up the device. Though it still has a hard time syncing with my phone. Exercise stats, weather , and text notification are not sycing/coming through. I need to restart my phone which sometimes works. Ive done what was recommended and still I keep having to restart the devices. My G6 is running on OS 8.0.0. Please help!! 

[Hayhaymally]

I have had the same issue with my Sense the entire tune that I have had it. I have the same Android phone that I have had with my 2 previous fitbits, but have never had consistent issues. This is very frustrating.