Sense won't sync since last Android app update

[sektor527]

I received my Fitbit Sense for Christmas 2020 and it has been working flawlessly -- until last night.

All of a sudden, my Fitbit and my phone's app (running on Samsung Galaxy J6) weren't able to sync anymore. It turns out the Fitbit app got an overnight update on my phone.

I googled and found the same 'resolution' steps all over the internet, so I followed those:

1. Remove bluetooth connections

2. Uninstall app

3. Reboot phone and Fitbit

4. Reinstall app

5. Make sure app background settings were okay

6. Register Fitbit device as a new device in the app

The app can then find the phone, but is unable to connect.

I've already had a support chat and a running case, but the final answer I got is that my phone (Samsung Galaxy J6) "is not on the list of compatible devices". No help there.

I've read reports and reviews about similar sync issues in the past, so I'm hoping that an app update in the near future will fix the problem.

In fact, since I'm still within the Return Policy period of 45 days, I would like to have a confirmation from an official Fitbit support person that:

1. this is a known issue

2. this is a problem with  the app

3. a fix is in the making

If I have no such guarantee within the last of my 45 days, I will cancel my Premium subscription and return my Fitbit for a full refund. I'd prefer not to, but I'm not going to buy a new phone in the hopes that it will play nice with my Fitbit (and then for how long?)

Moderator Edit: Clarified subject

[SteveH · Accepted solution]

Did your app update to version 3.37? If so, you may be being affected by a known bug. Keep an eye on the following thread where Fitbit are providing updates:

https://community.fitbit.com/t5/Android-App/Fitbit-will-not-sync-after-Android-app-update-version-3-...

[Rich_Laue]

Have you tried clearing the Fitbit app cache and the Bluetooth's cache? 

Why do people remove a tracker from their account, when they know that the Fitbit app is unable to communicate with the tracker? 

[Guy_]

@Rich_Laue  In answer to your rhetorical question! - In the hope that adding it again will resolved the issue. It sometimes does too.

[SunsetRunner]

Thank you very much, @SteveH . I'm having exactly the same problem.

[sektor527]

Hello Steve,

Thank you very much for pointing me to a satisfying answer!

I'm glad to experience the helpfulness of the fitbit community, and I'm glad to know I'll be able to keep using my holiday present!

[Rich_Laue]

@Guy_ it rarely does, we have thousands of posts stating, my tracker won't sync, I removed it, and now can't set it up". 

I see 1 -3 new posts like this every day