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Sense won't sync or connect to Wi-Fi

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‎05-27-2021 17:45 - last edited on ‎05-28-2021 16:55 by Fitbit Moderator

‎05-27-2021 17:45 - last edited on ‎05-28-2021 16:55 by Fitbit Moderator

1) I noticed my two month old Sense started to use a lot more battery about a month ago, but it still worked.

2) Then 2 weeks ago, it stopped syncing with my iPhone, with occasionally syncs when connected to the charging cable even though the watch was at near full battery level. I have been using Fitbit devices for many years, so I have gone through ALL the usual trouble-shooting measures as recommended on the community forums and various websites.

3) From day one, the device was never able to be connected to Wifi, but I ignored it as it was working with bluetooth.

This is extremely frustrating as my family members all uses Fitbit devices and we don't want to make the switch to another brand and set-up a new ecosystem again, although we are close to this point now. I have no way to reach out to any local Fitbit office/experts as I believe the only one in Hong Kong where I currently live no longer exist.

My reaching out here for help is a last resort. I appreciate any help other than the basics. Thanks

 

Moderator Edit: Clarified subject

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6 REPLIES 6

‎05-28-2021 15:40

‎05-28-2021 15:40

Hi @SN-HK with a sync problem, it is best to go to the help doc first. One step they left out is to clear the fitbit apps cache. 

Removing a non syncing tracker usually only adds more problems. 

As for WiFi, make sure that the phone is also connected and the WiFi needs to be 2.5ghz. 5ghz will not work. 

You also want the tracker plugged in and charging. 

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‎05-28-2021 17:09 - last edited on ‎06-17-2024 09:30 by Fitbit Moderator

In response to Rich_Laue

‎05-28-2021 17:09 - last edited on ‎06-17-2024 09:30 by Fitbit Moderator

Hi @SN-HK. Welcome on board. @Rich_Laue Thanks for stopping by to help our member.

@SN-HK  I've moved your post to the Sense board as there are more chances to get related replies here. Thanks for every step tried prior to posting and I'm sorry for the experience that you've had with your watch. I understand you've tried troubleshooting your watch, but please give a try to the tips suggested by @Rich_Laue to sync your details and check this other help article which describes the requirements to connect your Sense to your network.

About your other question, let me share that our team is aware of a battery short life issue experienced when syncing with iOS devices. Because your watch isn't syncing, the attempts to connect to your network might have impacted the battery life. In any case, please follow the tips to maximize the battery life, keep an eye to your watch behavior and check this thread for more updates about this issue.

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‎05-29-2021 05:22

In response to LizzyFitbit

‎05-29-2021 05:22

Thank you, but I've tried again the 'help doc' steps and clearing the cache but to no avail. It synced temporarily (for a few hours) when I factory reset the Sense watch, but a few hours later it stopped syncing again. What I have noticed also is the flashing sync icon is no longer visible on the watch, which may lead me to because the problem may not be a connection issue, but the watch itself is not attempting to sync. Appreciate any other advice you can offer.

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‎05-29-2021 05:31

In response to LizzyFitbit

‎05-29-2021 05:31

Hi @LizzyFitbit , thanks for redirecting me to the Sense forum. All I can say is 'wow', I'm not alone.....I guess it's quite a serious problem for Sense users and Fitbit. Another problem I want to add to the long list is even when I power-off the watch, it will switch itself back on again immediately without touch the control.

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‎05-31-2021 12:44 - last edited on ‎06-17-2024 09:19 by Fitbit Moderator

In response to SN-HK

‎05-31-2021 12:44 - last edited on ‎06-17-2024 09:19 by Fitbit Moderator

@SN-HK. It's good to see you again.

You're welcome and thanks to you for trying the suggestions shared in this thread. I'm sorry for this inconvenience and because your Sense is neither syncing nor shutting down correctly, I'd recommend getting in touch with our Support team so they can evaluate your options and bring you back on track. Please click here to get connected with them via chat or phone, and make sure to share all the steps you've tried so they can have all the necessary details on hand.

See you around.

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‎05-31-2021 14:18

‎05-31-2021 14:18

I have been experiencing this for nearly a week now.

I spoke to Fitbit via Twitter who advised that I do A factory reset. My Fitbit sense then synced for one day.. and stopped syncing again.

I have updated my iPhone, i’ve updated the Fitbit app and I have even tried to change the clockface because sometimes I find that works.

 

I also have been a Fitbit user since 2016. this is my 3rd Fitbit. Not even 6months old. I am absolutely gutted! 

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