Sense won't sync with Android phone

[SunsetRunner]

I'm pretty disappointed with Fitbit support and my Sense. Mine quit syncing this morning. I went through all of the recommended things to do and still could not get it to sync. I logged out and logged back in, rebooted my Android phone, restarted my Sense, stopped bluetooth and restarted bluetooth, disconnected from wifi and reconnected to wifi and every other thing I could possible do without succes.

I contacted support via chat in the early afternoon and ended up with a case number and was told that support would get back to me. That didn't happen. So I uninstalled the app on my phone and reset my Sense to factory settings and, after missing around for an hour or so finally go the app reinstalled and my Sense updated and working. That lasted a couple of hours until the Sense quit syncing again.

So I uninstalled, did the factory reset again and now the piece of junk tracker will not connect at all, though bluetooth on my phone does see it.

I am extremely frustrated for owning this expensive wearable brick and really wish I'd bought something else.

Done venting. Not sure what's next. Wait until support decides I'm worthy of their help, I guess.

Moderator Edit: Clarified subject

[LizzyFitbit]

Hi everyone. It's good to see you participating in the forums and welcome to our new members.

@SunsetRunner, thanks for sharing detailed information of the steps tried on your own. I understand where you're coming from and I'm sorry that you're going through this experience. The syncing issues experienced with the Android app have been resolved however, it seems that your watch doesn't want to sync correctly. Because you already have a case created, please reply back to the last email sent by our team so they can further investigate and get you back on track.

@Mulberryowl, before anything else let me explain that the Bluetooth settings on your Sense will show the Bluetooth devices available to control music,  this is why your phone won't appear in the list. Thanks to you and @Amirthavalli for troubleshooting your watches and because the syncing issues persists, I'd suggest you to get in touch with our Support team so they can look into your details and continue helping you. Click here to get connected with them via chat or phone.

[Mulberryowl]

Thanks! I was just able to get it resolved with online chat. For others, I unpaired all other things from Bluetooth first. Turned off Bluetooth, waited 10 seconds and turned on. Restarted watch by holding button about 10 seconds. Then add watch back to fitbit. Now it is syncing. 🙂 I had removed watch completely trying to resolve it, so am unsure if that part was necessary or not. 

[Amirthavalli]

Dear Lizzy, I followed the steps again yesterday. The phone and fitbit synced and is working. Thank you.

[LizzyFitbit]

Hi @Mulberryowl and @Amirthavalli, it's nice to see you again.

You're very welcome and thanks to both of you for keeping me posted. I'm glad that your watches are syncing correctly and I hope you continue crushing your steps! By the way, let me invite you to visit our Health & Wellness board where you can find tips to achieve your goals, share your success stories and make new friends.

@Mulberryowl, thanks for sharing the steps that worked for you. I'm sure your post will help other members experiencing similar issues. 

[jboothaia48]

Good morning, I seem to be another Sense user that has been caught by the update fairy! My sense stopped working after an update on my android phone. SO I went through all the steps listed on the software stopped and restarted the wifi network; restarted my phone and sense device; erased the program on my android and re-installed it, nothing! So I did a factory reset, now my Sense looks like a linguistic class!!!!! It shows a small phone in multilingual displays! 

I was able to connect it to my Microsoft tablet, but to no avail, so I forgot the device on the tablet. Prior to reset, I found that the wifi connection was off on the sense. Now I have a $325 piece of junk! Can't reach out to support, its Sunday, but from what I read on this Forum, that probably won't yield any success. 

I noticed that the weather app, stopped syncing first, and would only sync when it felt like it. I had a good experience until yesterday then everything went to hell. FITBIT I NEED YOUR HELP!!  According to the community forum, I'll probably have to return for a replacement, but until I can get a living being to respond I'm at a loss. Certainly won't recommend this watch to my friends.

[LizzyFitbit]

Hi @jboothaia48, welcome to the Community Forums.

Thanks for every step that you've tried on your own, as well for sharing your thoughts about the Sense. I understand how you're feeling about not being able to take advantage of your watch's features and I'm sorry for this inconvenience. Every feedback shared in the forums is always taken into consideration to improve our products and services. Be sure that yours won't be the exception.

I've been informed that you already have a case created with our Support team and they're providing you with assistance. Because they've access to your details, please follow their instructions and keep an open communication with them.

[jboothaia48]

thanks, my sense was replaced and the problem was solved, so lets close this issue please. 

[LizzyFitbit]

Hi @jboothaia48, it's nice to see you here again.

That's great news! I'm glad that your Sense will be replaced by our team and I hope you continue crushing your steps! If by any chance you'd no longer like to follow this thread, you can delete your subscriptions by following these steps:

1. Navigate to your Community Settings, and click Subscriptions & Notifications.
2. Click My Subscriptions to view a list of posts, threads, and boards that you are subscribed to. 
3. To delete a subscription, check-mark the box next to each respective subscription. Then, click Email Subscription Options to the top right, then Delete Selected Subscriptions.

[HeidiG]

Mine is doing the same

[LizzyFitbit]

Hi @HeidiG. Welcome on board.

Thanks for joining this thread. To look into this, may I know the error message displayed when trying to sync? In case you have tried the troubleshooting tips described in this help article, I'd suggest you to try the following steps:

1. Remove the Sense from the Bluetooth settings.
2. Turn off other Bluetooth connections nearby.
3. On your Android phone settings, tap Apps > Fitbit > Storage > Clear Cache.
4. Go back one screen, tap Force Stop and reboot your phone.
5. Restart your watch to refresh its performance.
6. Open the Fitbit app and pull down on the screen to force a manual sync.