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Sense says SpO2 app isn't installed but it is

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‎03-17-2022 09:53 - last edited on ‎03-18-2022 17:16 by Fitbit Moderator

‎03-17-2022 09:53 - last edited on ‎03-18-2022 17:16 by Fitbit Moderator

My wife recently purchased a Fitbit Sense. The SpO2 app was installed and results were shown in the app and on the phone. This morning the Sense said the SpO2 app was not installed. I went to the iPhone and confirmed that the app was still there. I synced again thinking that the Sense would “see” the SpO2 app but no luck. I uninstalled the SpO2 app and then reinstalled it, hit the sync again but still no luck.

Any ideas about what is going on?

 

Moderator Edit: Clarified subject and updated label

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‎03-18-2022 17:29 - last edited on ‎05-11-2024 09:27 by Fitbit Moderator

‎03-18-2022 17:29 - last edited on ‎05-11-2024 09:27 by Fitbit Moderator

Hi there, @To5h123.

Thanks for bringing this to our attention, and for the steps tried on your own. While this is odd, could you check if the country is correct in her profile? What is the model of the phone? Also, have you made sure to have all permissions of the SpO2 app turned on?

In the meantime, I'd suggest the following steps:

  1. Forget the Sense from the Bluetooth settings.
  2. Log out from the Fitbit app.
  3. Force quit the Fitbit app and reboot the phone.
  4. Restart the Sense to refresh its performance.
  5. Open the Fitbit app, log back into the account and pull down on the screen to force a manual sync.

Once this is done, please ask your wife to wear her watch about 2-3 finger widths above her wrist bone for one night, and to sync as soon as she's awake to check her details. Let me know how it goes.

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