Unable to connect Alexa on Sense

[AbacusJim]

I am stumped 🙄 I've tried everything except for a factory reset.  Cleared cache in Chrome, Fitbit and Alexa.  Even re-installed the Fitbit app.

I still recieve:

"Unable to connect"

"There was an error connecting to your Amazon account. Please try again."

This is on the phone Fitbit app where you connect the account. 

It's immediate after the tap so it does not seem like it's even trying.  

The Alexa app, the Amazon app and everything else seems to work quite well.

I have a Note 8 and recieved my sense yesterday (latest firmware)

Thanks

Moderator Edit: Clarified subject

[LizzyFitbit]

Hi @AbacusJim. Welcome to the Community Forums.

Thanks for your efforts and the time taken while connecting the Alexa app on your Sense and let me give you a hand with this. Just to confirm, is your watch syncing correctly with the Fitbit app? Have you tried with both WiFi and cellular data? Even though you've tried some steps, please give a try to the following in the given order:

1. Log out from the Fitbit app.
2. On your phone's settings, tap on Apps > Fitbit > Storage > Clear Cache.
3. Go back one screen and tap on Force stop.
4. Uninstall and reinstall the Fitbit app.
5. Reboot your phone.
6. Open the Fitbit app, log back in your account and try setting up Alexa one more time.

[AbacusJim]

Hi Lizzy,

Tried all of the above and also reinstalled the Alexa app on the phone.  Alexa works fine on all my echos, phone tablet, etc.  

When I tap connect, it  immediately pops up "Unable to connect".

I'm surprised that with all the views on this post that no one has commented with the same problem. 

Hopefully the "Hey Google" will work when it comes out.

Thanks and I'm always watching for more suggestions.  

[LizzyFitbit]

Hi @AbacusJim. I'm glad to see you here again.

Thanks for trying the suggested tips posted above. Because you mentioned to have a phone and tablet, may I know if the "Unable to connect" message is prompted on both devices? Also, did you try using WiFi and cellular data? Please take a screenshot of that error message and attach it to your reply as described here so I can further investigate.

[AbacusJim]

Hi Lizzy, 

Did try the WiFi on and off.  It does work for my Pandora station downloads.

I hadn't tried my Samsung S2 tablet so I thank you for that suggestion.  Unfortunately it responds the same way.  Instantly says  that it can't connect.  It's like it isn't even trying.  

I'm not sure if I said that I tried re-setting all permissions, including all my Amazon apps, to no avail. Also cleared all caches in all the apps as well as reinstallation.

Thanks again,

Jim

[LizzyFitbit]

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

You're welcome and thanks to you for the time taken while troubleshooting the Fitbit app. Also for trying the suggestions from my post. I'm sorry that Alexa is still unable to connect with your Sense and so you can receive further assistance, I've contacted our Support team so they can create a case on your behalf. Please note that due to recent events affecting our operations there might be a delay in their reply, but they'll get in touch with you soon.

[Mike_Croy]

I'm not sure if it's a coincidence or not but I couldn't get Alexa to work a few days ago - the Fitbit app didn't set up the connection. Yesterday I updated the Fitbit Settings app (android - now version 128.1.42) and now Alexa has connected and is working.

[AbacusJim]

Thanks Mike,

I did the Fitbit update this morning and it had no affect on the Alexa  connection.  I received an email from the Fitbit team this morning saying I should log out om my Amazon account. Because I have so many Amazon related apps on my phone including Alexa, I'm not sure what they mean.  

Thanks for the suggestion!

[FloppyDrive]

When you look in the Alexa app, do you see the Sense listed under All Devices? If you find it, it will show as offline, but that's normal.

[LizzyFitbit]

Hi @Mike_Croy, @AbacusJim and @FloppyDrive. It's always great to see you around the forums.

@AbacusJim, thanks for trying the steps posted in this thread, as well for keeping me posted about your case. Because our Support team has access to your watch's details, my best recommendation is to reply back and keep an open communication with them. That way, they can investigate more about this situation and continue helping you.

@Mike_Croy and @FloppyDrive, thanks for stopping by to share your insights and steps that worked for you. Your posts are very helpful and I'm sure other members will think the same when trying to get their watches connected to Alexa.

I'll be around, keep me posted. 

[AbacusJim]

Hi Floppy Drive, 

It never sees it and can't seem to find it.  My Wife's Versa 2 was there but I removed it and I reinstalled the Alexa app after trying to clear cache, etc.  I've tried the "Discover New Devices" to no avail.

Thanks for your help!

[LizzyFitbit]

Hi @AbacusJim. It's good to see you here again.

Thanks for replying back with more details about this matter. I'm sorry this continues happening and just to confirm, have you also replied back to the email sent by our Support team? Because they have access to your watch's details, let me recommend to follow their instructions so they can further investigate what may be occurring.  I'm sure that they'll be happy to continue assisting you the same way I will be if you need anything else.

I'll look forward to your response.

[FloppyDrive]

You can't add it through the Alexa app on your phone. The watch connects to your phone by Bluetooth then communicates to your Alexa account via the phone's data/internet connection. The watch doesn't connect to your Wifi network. The Alexa app on the watch requires your phone to be in Bluetooth range.

[LizzyFitbit]

Hi @FloppyDrive. Welcome back.

Thanks for replying back and sharing more details about how this feature works. You're right, Alexa will work if the Sense is paired via Bluetooth and your phone is connected to an internet connection. Your post is very helpful!

I'll continue being around if you need anything else.

[KenDude]

My new Sense did the same thing, spent hours on the phone with support, did factory reset, nothing helped so they are sending me a hardware replacement.  I will try again with the new one next week.  You arent alone!

[AbacusJim]

I waited for the Google Assistant which went on without a hitch. Never did
get Amazon to work.

[LizzyFitbit]

Hi @KenDude and @AbacusJim. It's good to see you here in this thread.

@KenDude, thanks for troubleshooting your watch and I'm glad that you'll receive a replacement. If you need anything else, feel free to share your questions so you can receive help from the Community.

@AbacusJim, thanks for taking the time to share your feedback. I'm glad that Google Assistant worked flawlessly on your Sense and I hope you continue enjoying the experience.

[AbacusJim]

Love my new Fitbit ❤
You have a wonderful holiday season.

[LizzyFitbit]

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

Thanks for the love and I'm glad you're having a good experience with it. In case you have some spare time, I’d like to invite you to visit our Health & Wellness board where you will find great tips and encouragement from other members to reach your goals.

[IonicFan01]

The same here. Alexa has stopped working and it's really annoying.