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

[Kristina_sop]

Though I'm not having this particular problem with my sense, I did open a case back in December and have yet to hear from them. Fitbit support is garbage.

[LizzyFitbit]

Hi @SunsetRunner and @Kristina_sop. It's good to see you here in the forums.

@SunsetRunner, thanks for taking the time to share your feedback, as well for every step that you've tried prior to posting. Our team is aware of the syncing issues experienced when using an Android device and they're currently working to bring a fix to all our affected members. I'm sorry that you've had this experience with your Sense and my best advice is to keep the Fitbit app up-to-date to ensure you receive the quickest resolution. Be sure that your feedback won't go unnoticed.

@Kristina_sop, thanks for bringing this to our attention, and I apologize for the delayed response. I understand where you're coming from and while I don't have access to your case, I've contacted our Support team on your behalf so they can look into your details and get in touch with you soon. Please keep an eye on your inbox.

See you around.

[Kristina_sop]

@LizzyFitbitThank you! I finally got an email from support this morning and filled out the form for a replacement. Hopefully the new device is trouble free.

[Shera222]

I was told to return my sense via mail, paying extra that will not be reimbursed for a tracking number so that I could wait 2 weeks for a new one. I just bought my sense last week at Best Buy and decided to try exchanging it there since I’m still in the 14 day return policy. I got a brand new sense, brought it home, charged it and now my sense won’t connect at all. Tech support had me factory reset my old sense and it never connected again. Now the brand new one won’t connect either. So just a heads up, I doubt your replacement will work. It’s clearly something that happened with the software update and not something with the hardware. The worst part is I’m signed up for premium and deezer. Now I can’t get that time or money back. Plus I dropped 400 dollars on this thing for extreme health reasons to document my sleep apnea and now it’s a hunk of junk. I have an android and it’s amazing to me that their website proudly proclaims its part of the google family now and doesn’t list anything about these issues with android users. I honestly could cry I’m so frustrated at this point.

[LizzyFitbit]

Hi @Kristina_sop, it's good to see you around. @Shera222, welcome to the Community Forums.

Before anything else let me explain that our team has been informed of the syncing issues affecting our Android users and they're working to bring a fix as soon as possible to get you back on track. For more details and updates about this matter, please check this thread.

@Kristina_sop, you're welcome! Thanks to you for the update and I'm glad that you'll receive a replacement soon.

See you around.

[SunsetRunner]

@LizzyFitbit it's good to see you around. I deeply and truly appreciate that your "team has been informed of the syncing issues affecting our Android users and they're working to bring a fix as soon as possible to get you back on track." It would be oh so helpful if your team would also inform your support staff of issues like this so that those of us who, by some strange twisted stroke of luck or fate, actually manage to contact them don't get told that the problem is with our Android phone - not the blinking buggy app or device.

Perhaps you guys could try some of that newfangled technology - like "instant messaging" or "text messaging" or "the phone" or something else so that you folks are all on the same page instead of some of you telling us one thing and some another. It's a pretty cruddy way to run a railroad - in case you didn't know...

[LizzyFitbit]

Hi @SunsetRunner. I hope you're doing well.

You're welcome and thanks to you for taking the time to share your feedback. I totally understand your point of view and I apologize for the experience that you've had while reporting this issue to our Support team. Every comment shared in the forums is always taken into consideration to work and improve our services. Yours won't be the exception and will be passed along so this type of experience won't happen again.

We'll also make sure to keep our forums updated so you can be informed of any new situation affecting our devices, platforms or services. Thanks again for your patience and please take a look at this thread for more details about the syncing issues with Android devices.

Have a good day.

[SunsetRunner]

Hi @LibbyFitBit. Thank you for your response. Please note that 3.37.1
update has NOT resolved my issue. Thank you.

[Amirthavalli]

Team, Its the same problem as in the original post to me. Never synced ,
did all troubleshooting. Now my app doesnt connect to sense, though detects
it. Sense rejects bluetooth pairing. When is this expected to be fixed? Its
been 3days already 😞


Regards,
Amirthavalli

[SunsetRunner]

This is also my issue. App version is 3.37.1 Phone is a Moto G6 Android version 9.0 and all was working fine until the update broke it. Sense is version 14.128 (latest). Cannot add the Sense to the app.

The app finds the Sense but just says "Connecting" for a long time the fails and offers to try again. Have stopped and started Bluetooth. Restarted the phone. Removed and reinstalled the app from the Play store.

Have made sure the Sense is not connected to any other devices and that the phone is not paired to any other devices. Have contacted support twice and got a case number but no help.

It's sickening the amount of time I've spent messing with their broken stuff.

[SunsetRunner]

Hi @LibbyFitBit. Thank you for your response. Please note that 3.37.1
update has NOT resolved my issue. Thank you.

[LizzyFitbit]

Hi @SunsetRunner, it's good to see you again. @Amirthavalli, welcome on board.

Thanks to both of you for updating the Fitbit app and troubleshooting your Sense. I'm sorry that you continue having this experience and even though you've tried some steps to remedy this situation, please give a try to the following:

1. Remove the Sense from the Bluetooth settings if it's still there.
2. On your Android phone settings, tap Apps > Fitbit > Storage > Clear Cache.
3. Go back one screen, tap Force Stop and reboot your phone.
4. Open the Fitbit app, tap your profile picture > Set Up a Device.
5. Select the Sense and follow the onscreen instructions.

Let me know how it goes.

[SunsetRunner]

Hi @LizzyFitbit , it's good to see you again. Thank you for participating in these forums. Since you asked, here's what I've tried so far (please do let me know if there's something I have failed to try (as long as it doesn't involve sacrificing chickens or something)...

Sense version 14.128.4.17

Motorola Moto G6 (XT1925DL) running Android version 9.0 (the latest available)

FitBit app version 3.37.1

I have done it all so many times...

Why won't my Fitbit device sync?
https://help.fitbit.com/articles/en_US/Help_article/1866.htm?Highlight=Sync

I have also - not in any particular order:

1. Checked all of the permissions given to app version 3.37.1 and ensured that everything is allowed.

2. Checked to make sure the battery is not shutting off app version 3.37.1

3. Contacted support (twice) and spent 42 minutes on hold waiting

4. Factory reset my Sense (version 14.128.4.17) - twice. (It will sync once after the reset but then stops syncing)

5. Tried adding a new device replacing the current device. After agreeing to the terms of service the app (3.37.1) begins searching for my Sense (version 14.128.4.17) fails and then asks me if my Sense is turned on (Gosh, why didn't I think of that...) and offers to "Try Again" which also fails.

6. I have turned Bluetooth off and on and off and on and off and on....

7. I have removed every other device that my phone (Motorola Moto G(6) (XT1925DL) running Android version 9.0 - the latest available)was paired with.

8. I tapped Apps > Fitbit > Storage > Clear Cache. I went back one screen and tapped Force Stop and then rebooted my phone.

9. I opened the Fitbit app, tapped my profile picture > Set Up a Device. I selected Sense and followed the onscreen instructions. Fails and then asks me if my Sense is turned on (Gosh, why didn't I think of that...) and offers to "Try Again" which also fails.

10. I made sure the app has permissions to run in the background (each of the 20 times or so that I removed and reinstalled version 3.37.1)

11. Factory reset my phone (Motorola Moto G6 (XT1925DL) running Android version 9.0 (the latest available)) and then went through all of the above yet again and again and again...

12. Tried the stuff here with no luck - https://community.fitbit.com/t5/Android-App/Tips-for-Syncing-to-your-Android-Device/td-p/4396062

13. I made sure that I don't use any other devices with Bluetooth turned on in the same residential dwelling.

14. Made sure that battery use is "Not Optimized" for the Fitbit app (version 3.37.1) over and over and over...

15. Reminded myself that everything worked fine until the penultimate update. Sent mental thanks to Fitbit for breaking it because otherwise what would I have had to do for the last couple of days if not work on this issue...

16. Went here and verified yet again that nothing has been done to resolve the issue they created - https://community.fitbit.com/t5/Android-App/Syncing-Issues-on-Android-3-37/td-p/4691393/page/10

I think that, at this point, I am done and throwing in the towel. There comes a time when one must admit defeat.

Moderator Edit: Personal info removed

[jaliotta7]

This worked for me, thanks!

[SunsetRunner]

Hi @jaliotta7 . I'm glad that worked for you! That'll be $289.95, please. No checks!  🙂

[Mulberryowl]

Hi,

I am having this same issue and have tried the suggestions. After doing the latest one to clear cache, force stop, restart phone, reconnect to sense, now the app cannot even find the watch. The watch also does not recognize my phone is right next to it when going into the Bluetooth on the watch itself. It only shows my smart TV. What is going on with the fix? It appears to be on fitbits end.

[Mulberryowl]

Also, my app auto updated 3.37.1 so is the most recent. 

[Amirthavalli]

Dear Lizzy this does not work. What is the solution from Fitbit?

[Amirthavalli]

Cant agree more on how much effort we did to get sense sync with android the past days. Issue persists, yet to have a firm solution.