Device not found

[hey59donna1]

I along with apparently many others have the Device Not Found issue.   Have followed all suggestions and directions, and my iPhone has now been searching for the device for the last 1/2 hour.   Seems as though some Fitbit engineers or techies should be able to solve the problem for us.  

Please help!

[SunsetRunner]

Hello and welcome to the Fitbit Community @hey59donna1 

I understand you’re having syncing issues. I would like an opportunity to assist you. Can you tell me what steps you have all ready tried as well as your Fitbit type and the model/version of your iOS Device? 
😉 Keep me posted

[hey59donna1]

Thanks for trying to help.

I have a Fitbit flex, I use the fitbit app on my IPhone IOS version 13.2.

I’ve attempted disconnecting and re connecting Bluetooth. Uninstalled and reinstalled the app. I tried everything that has been suggested in the forums. Restarting the phone has not worked. In fact as I try to reinstall the app it just. Continually spins looking for a device.

Little frustrating. 😟


Sent from my iPhone

[SunsetRunner]

Hello again @hey59donna1 

I need to know what version your Fitbit App is example I’m 3.10) and what model your iPhone is. (Example: iPhone 8 Plus, iPad  Air 2......etc)

😉

[Bryanwatson17]

I’m having the same problem immediately after updating the app to 3.10 (896). I have an iPhone XR running ios 13.2. I have a flex 2.  Worked fine until the update of the app

[Bryanwatson17]

Sorry. I’m actually running iOS 13.1.3. 

[SunsetRunner]

Hello and welcome @Bryanwatson17 

Thank you for coming to the community with your question. I’m going to post some troubleshooting steps you can try. I did notice that your iOS device might be able to be updated. I’m currently running iOS 13.2.3. I did look under the Fitbit App compatibility list and your iPhone XR is indeed compatible 😉 but again make sure your fully updated.

Let’s first  try restarting your Fitbit Tracker: Heres how:

https://help.fitbit.com/articles/en_US/Help_article/1186

If your still experiencing syncing issues I would suggest force shut the App and restart. Here’s how:

Turn off your Bluetooth 

log out of the Fitbit App

completely shut down your device, wait 1-2 mins then restart your device 

once your device fully loads enable your Bluetooth again 

now log back into your Fitbit App as you normally would with your email address and password 

now sync your device 

If your still having syncing issues you can try uninstalling and reinstalling the Fitbit App. You will not lose your data doing this. 

Here’s how:

1. Log out of the Fitbit app and force shut the app by swiping up

2. uninstall the Fitbit App from your device

3. now completely shut down your device and wait about 1 min then restart your device 

4. once your device has reloaded reinstall the Fitbit app by downloading it from the App Store

5. once it’s installed, log into your device as you normally would with username and password 

6. don’t touch anything in the app...just wait until you get a prompt from your Bluetooth.

7. When prompted by your Bluetooth tap yes 

8. now try to sync 

Please check your iOS settings if this problem persist and try this:

1. Open your phone's settings.
2. Scroll down, tap Fitbit > Toggle Location to "Always".
3. Ensure toggles next to Bluetooth and Background App Refresh are turned ON.

Lastly if all the above steps are not resolving the syncing issue please go to the Bluetooth settings on your phone and remove the tracker. In the list of Bluetooth devices you'll see the Charge 2 and next to it, this symbol "!". Hit the symbol and it will take you to the next step, once you're there select the option that says "Forget this device" or "Unpair". Once you've made sure about that, go back to the Fitbit app, tap your profile picture then scroll down and select "Set up a Device". This should start the setup process for your device. Just follow the instructions as they come.

If the issue is not solved after the above steps, please take a look at the help articles: Why can't I set up my Fitbit device? or  Why won't my Fitbit device sync?

😃Hopefully these suggestions resolve your syncing issue. Please let me know 

[hey59donna1]

Hi. I have an iPhone 6s. Not sure how to find the version of the Fitbit app. Sorry.

Sent from my iPhone

[SunsetRunner]

Hello again @hey59donna1 

I did look and your iPhone 6s is indeed compatible with the Fitbit App. Please follow the troubleshooting tips I just posted here in this thread moments ago. The same troubleshooting steps will apply to your situation as well.

😃 Please let me know if they do indeed resolve your issue. If they do indeed resolve your issue could you please tap the “choose as best answer” box just under my post with the troubleshooting steps? Doing so really helps other individuals who come to this community looking for answers to questions similar to your your own. I’d really appreciate it!

[hey59donna1]

Unfortunately this did not work.

Sent from my iPhone

[Bryanwatson17]

For no apparent reason it started working after about 3 hours. I did not do any troubleshooting. Thank you for the detailed answer though. Maybe it’s afraid of you!

[hey59donna1]

It probably is......it just keeps searching for a device when I try to set up a device. Very frustrated right now.

Sent from my iPhone

[SunsetRunner]

Outstanding @Bryanwatson17! Regardless of what happen I’m just happy your up and running again! Happy Stepping! 😃

[SunsetRunner]

I’m very sorry you’re still experiencing issues @hey59donna1 I know you’re frustrated and I understand that as well. I really think that since all the possible troubleshooting tips didn’t resolve the issue I think it would be wise to contact Fitbit Customer Service. Here are ways that you can contact them here: https://help.fitbit.com/?l=en_US&cu=1&fs=ContactUs&co=GB

I’m hopeful they can resolve your problem. Please make sure you have my troubleshooting steps handy so that you can tell them the steps you have already tried so you won’t have to repeat them. Good luck to you

[Brrr2012]

I'm having this problem too - it just started today. It's all very well for Fitbit bods to suggest longwinded ways to put things right, but in my opinion, when something suddenly goes wrong, it's the responsibility of the manufacturer / supplier to put it right. My iPhone SE stopped finding my Flex after an IoS upgrade last night. I haven't done anything; I haven't changed anything - why should it be up to me to spend ages trying to get it to work again? Especially as other posts on here indicate that none of the suggested procedures have any effect! At the moment I'm wearing a useless bit of plastic, and I'm not happy.

[hey59donna1]

That was exactly my thought when I had that problem. They offered me a coupon discount for a new device. 🙁🤔😳😬

Sent from my iPhone

[SunsetRunner]

Hello and welcome @Brrr2012 

I’m sorry that you’re experiencing issues with your Fitbit Flex. I don’t think my troubleshooting steps are long winded. They are simply steps. If step one works then you don’t have to complete step two. It is written in such a way as to not waste your time to keep coming back and reply to me that maybe something didn’t work and have to wait for me to respond with another suggestion. With that said I can’t magically fix your issue by just wishing it for you. If you don’t want to try and troubleshoot it on your own, or with the help of individuals here in the Fitbit Community then I would suggest calling Fitbit Customer Service and voice your concerns there. Here are ways to contact them: https://help.fitbit.com/?l=en_US&cu=1&fs=ContactUs

Maybe you should consider calling Apple as well since your issue happened right after an iOS update. 

[hey59donna1]

Contacting customer service was what resulted in the coupon offer for a % off a new Fitbit. No reason to get snarky with your reply.


Sent from my iPhone

[Rich_Laue]

If Fitbit offered you a discount, it was either because they feel that the tracker is beyond repair or as a thank you for being a loyal customer. It has been more than 2 and a half years since the Flex has been sold. Being this far out of warranty, Fitbit is under no obligation to offer anything. 

[Brrr2012]

In fact, like someone else who posted here, it all started working later, for no apparent reason.