Sense regularly loses time

[Cartdancer]

My Fitbit Sense regularly loses track of time. It is constantly 5-10 minutes behind the real time, rendering it unreliable when being used as a watch.

This is despite having Fitbit running in the background in my iPhone at all times, and resetting the watch. I contacted Fitbit, but they could only tell me that it’s a known issue with no ETA for a fix.

I get an icon on my watch that looks like a box with a line through it when it happens. 

Has anyone else had this issue? Is there a solution to it?

Moderator Edit: Clarified subject

[Guy_]

@Cartdancer- the icon would indicate that your watch isn't syncing properly or is having an issue. You can always try installing the SimpleCheckUp app to confirm if there are problems from the watches perspective.

When the watch syncs it should set the correct time, does it do so?

And if so, does the time then get out of sync by minutes before the next sync?

if so, and your watch is under warranty, 1-2 years depending on country law, get it replaced where you bought it as it should be able to keep time within a few seconds, even if you only sync once a day.

[Gr4ndp4]

Hi, @Cartdancer, Welcome to the community, I'm not aware that the symptoms you describe are a "Known Issue". They are a symptom of the failure to sync so I suggest you review How do Fitbit devices sync their data? and Why won't my Fitbit device sync? You are correct about the Fitbit app needing to run constantly in the background, It would be a good idea to check your phone settings to ensure ant battery-saving function is disabled for the Fitbit app (while you are there I would also suggest you clear the cache)

I hope this helps.

Cheers

[LizzyFitbit]

Hi there, @Cartdancer. @Guy_ and @Gr4ndp4 Thanks for your help in this thread.

@Cartdancer Thanks for your efforts while troubleshooting your Sense and contacting our Support team. I understand your point of view and I'm sorry for this inconvenience. Every feedback shared in the forums never goes unnoticed as it helps us to improve our devices and services. Your comments are appreciated and please know they won't be the exception. 

As you may know, there are several factors that prevent your watch from syncing correctly. While there aren't any reports related to the symptoms you've described in your post, my best advice is to get in touch with our team one more time. They have specialized tools that will allow them to investigate your watch's behavior and see if anything else can be done for you. Click here to get connected with them via chat or phone.

[Cartdancer]

Thank you for the information. Yes, when I manually go into the Fitbit app and sync it, it solves the problem for a short while. 
However, the issue happens constantly, even if my phone is nearby. I keep Bluetooth active on the phone, so I’m not sure why it continues to do this. 
I’ll download the suggested app and see if it helps. If not, I’ll contact Fitbit for the 4th time to try to get a resolution in place.

Thank you!

Thank you! I’ll try contacting Fitbit one more time. I received an email communication from Fitbit indicating that this was a known issue, although I was surprised not to find similar posts on the forum.

I looked through the links and made sure that my settings are correct; however the issue continues.

Wish me luck that my next contact with Fitbit is the one that resolves the issue.

Moderator Edit: Merged replies and formatting

[LizzyFitbit]

Hi there, @Cartdancer.

Thanks for taking the time to review my post and following the steps suggested in there. I understand your concern and while I don't have access to your previous cases, please try contacting our Support team and provide as many details as you can. That way, our team will be able to evaluate this situation and see what can be done to bring you back on track. As mentioned above, just click here to start a new interaction with them via chat or phone.