Today stats on Sense keep saying "can't find phone"

[GrumpyPug]

New Sense syncing fine to phone (data such as sleep is showing up in the app) but apps on the sense are saying "can't find phone" - why is this? And how do I fix this please?

Thank you in advance!

Moderator Edit: Clarified subject

[DramaQueenDiva]

Hi @GrumpyPug,

Are any of these apps third-party apps?  If they are, you'll need to contact the developers of the app.

[GrumpyPug]

No, they are all orginal fitbit apps like the Food, sleep and exercise app 😕

[LizzyFitbit]

Hi @GrumpyPug. Welcome to the Community Forums. @DramaQueenDiva Thanks for your great help.

@GrumpyPug Thanks for the details as well as clarifying that this happens with the Today stats. As you may know, your data will update on this screen after syncing and some features such as sleep will prompt you to open the Fitbit app. However, the Fitbit app must be running in the background and your Sense must be placed near your phone to get this option working.

That being said, please open the Fitbit app, pull down on the screen to force a manual sync and lock your phone without force closing the Fitbit app. On your watch, swipe up to open the Today app, tap Sleep > Open and check the notification sent on your phone to open the Fitbit app.

Hope this helps.

[TiRider]

I am having this problem too. It seems that some stats are syncing (e.g. steps) but others come up with the "can't find phone" message. Clearly some work and some don't. This did not happen on the Ionic I just sent back due to the recall.  Any other suggestions would be appreciated.  Thanks. 

[LizzyFitbit]

Hi there, @TiRider.

Thanks for bringing this to my attention, and your efforts while working on this matter. I'm sorry you're having this issue with your Sense and just to confirm, does that message appear when using your watch's apps? Or does it appear when trying to sync? Also, what is the model of your phone?

Because your post didn't mention, I'd recommend the following steps:

1. Forget your Sense  and any other Fitbit device from the Bluetooth settings.
2. Force quit the Fitbit app and reboot your phone.
3. Restart your watch to refresh its performance.
4. Open the Fitbit app and pull down on the screen to force a manual sync.
5. Continue using your Sense and monitor its behavior in the next days.

[TiRider]

Hi LizzyFitbit.

1. The message appears on the watch's Today app. Syncing is fine in that data appears to be transferring such as steps, my runs with the GPS, sleep, etc. However, opening the Today app for some of the panels gives me no information (e.g. Exercise days this week give me no additional information besides that days that I did.

2. I am using a Samsung Galaxy S10.

3. Yes, I tried the steps you mentioned but the problem persists.

Thanks.

[LizzyFitbit]

Hi there, @TiRider.

Thanks for getting back with the requested information, and your efforts while trying the steps suggested above. While your Sense is syncing correctly, let's try reconnecting it to the Fitbit app in order to ensure its connection. To do this, please give a try to the following:

1. Forget your Sense from the Bluetooth settings.
2. On your phone's 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 your Sense, tap Replace Device and follow the on-screen instructions.

Once the process is completed, try opening the Today one more time to see how it behaves. Please note it's recommended to allow the Fitbit app to run in the background, as this will allow your apps to run and update consistently on your watch.

[TiRider]

I followed these steps and it did not make a difference. 

[LizzyFitbit]

Hi there, @TiRider.

I'm sorry the issue persists, and appreciate the time taking in troubleshooting your Sense. Given this situation, I'd recommend contacting our Support team so they can evaluate your watch's behavior and see what can be done to bring you back on track. They're available via chat and phone, please click here to get connected with them and make sure to let them know what steps you've tried.

[SunsetRunner]

What you "should" do is actually escalate this. I too have this problem since the very first day and I have done everything you suggest and more. I've even gone as far as uninstalling the app, removing the device from my account and readding it,, but the problem is still there "ALL THE TIME" This is clearly a problem with the software on the watch itself and not an app or phone problem. It is high time Fitbit gets off their **ahem** and actually fixes watches software. I already had to go through numerous ionics right up to the recall which I STILL have NOT been reimbursed for. 

I'm starting to think the sale of Fitbit to Google was stupid and has clearly started killing Fitbit devices, software, service, support. Might be time to move to another company.