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RESOLVED: Android users unable to sync after Samsung Update (8/8/17)

ANSWERED
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‎08-10-2017 12:47 - edited ‎09-19-2017 12:24

‎08-10-2017 12:47 - edited ‎09-19-2017 12:24

Fitbit Update: 09/19/2017: 

 

Hi, Samsung users! It's great to hear you are backing to syncing your Fitbit trackers. Since many of you have confirmed the newest Samsung update for Verizon users on a Samsung Galaxy S5 resolved this syncing issue, I'm going to close this thread.

 

Please check out this link here on the Verizon website: Samsung Galaxy S® 5 Software Update. They state this update included:

  • A fix where the device was unable to connect/pair with some Bluetooth devices.

Thanks everyone for your cooperation while a fix was put in place. If you are not a Samsung Galaxy S5 owner and were not affected by the update from 8/8/17, then give our standard troubleshooting suggestions a try. If anything new pops up in the future, please make sure to open a new topic. 

Fitbit Update: 09/14/2017: 

 

Samsung has released a new system update that contains a fix for this syncing/pairing Bluetooth issue from the last update. If you see the update available for your device, please update your phones. Let me know how it goes! I will be around. 

Fitbit Update: 09/07/2017:

Hey, Samsung users! Thanks so much for patiently waiting while our team investigates this problem with the last Samsung OS update from 8/8/17. I really appreciate the cooperation and willingness to help from everyone. The investigation is still ongoing and continues to be top-priority for our engineers. Thanks for your help while they work hard to have a fix soon! 

Fitbit Update: 08/24/2017:

 

Thanks to everyone who has added additional responses! At this point, we have gathered enough information for our engineers to research. It is no longer necessary to provide information about your Android Device/Network. Thanks so much for your cooperation as the Android team keeps investigating what caused this syncing issue with the Samsung update. I'll be sure to keep you all posted!

Fitbit Update: 08/17/2017: Hi everyone -- Several Android users have reported that their trackers are no longer syncing with their Samsung mobile devices since a Samsung update.

 

If you're experiencing issues, please provide me with the following answers to the best of your ability so I can get this information over to our Android team who is currently investigating the root cause of this:

 

  1. When did you begin experiencing these syncing issues?
  2. What make and model mobile device do you have (Samsung Galaxy S5, S6, Note 6, etc)?
  3. What Android OS are you currently running (go to this link from your phone's internet browser to find out)?
  4. What phone provider do you have (Verizon, T-Mobile, Sprint, etc)?

 

Please copy and paste the above questions and your answers into the response.

 

I appreciate you all for helping out with getting me some answers as well as your continued patience. As a temporary workaround, please sync with an alternative supported device or computer. I promise we are doing everything we can on our end to get you all back to syncing. More updates to come!

Fitbit Update: 08/10/2017:

 

Hey everyone! Thanks for reporting this syncing issue since the Android update from 8/8. Our team is currently investigating and I will provide an update when I have information available. In the meantime, I recommend syncing with another mobile device, or through a computer. Thanks again for bringing this to my attention! 

Want to get more steps? Visit Get Moving in the Health & Wellness Discussion Forum.

Best Answer
1,284 REPLIES 1,284

‎08-10-2017 14:52 - edited ‎08-10-2017 15:11

In response to Chris1163

‎08-10-2017 14:52 - edited ‎08-10-2017 15:11

I've been through all nomal fixes. I called Verizon as well. They thought it was the Fitbit app as well. But then again, Verizon is quick to point the finger away from themselves.

Best Answer

‎08-10-2017 14:58

In response to AlessFitbit

‎08-10-2017 14:58

@AlessFitbit wrote:

Hey everyone! Thanks for reporting this syncing issue since the Android update from 8/8. Our team is currently investigating and I will provide an update when I have information available. In the meantime, I recommend syncing with another mobile device, or through a computer. Thanks again for bringing this to my attention! 

Thanks, Aless! I reported my details in this post in a long thread in the Flex forum. It may be of interest that when I also reported the issue in a Verizon forum, several people reported syncing issues on other devices after that same Samsung update. Good to know you're working on it; and you're not the only ones!

Neighborhood walker
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‎08-10-2017 15:45

In response to Dave-in-Decatur

‎08-10-2017 15:45

Yep, just texted with a Fitbit rep and he said they are working on the prob & hope it will be resolved soon.  Glad it wasn't me!  They said the prob happened after the software update on my Samsung 5.

Best Answer

‎08-10-2017 16:13

‎08-10-2017 16:13

After having problems since 8/8/17 trying to sync my Surge & One via bluetooth on the Fitbit phone app, I decided to try downloading the Fitbit app for Win10 and use the wireless sync dongle. It worked great and it actually had all of my data for the days I couldn't sync. If you haven't done so, give it a try.

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‎08-10-2017 16:14

In response to Slambo

‎08-10-2017 16:14

My phone is a galaxy s4. Mine stopped 8/8Sent from my Verizon Wireless 4G LTE smartphone
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‎08-10-2017 16:14

In response to Slambo

‎08-10-2017 16:14

My phone is a galaxy s4. Mine stopped 8/8Sent from my Verizon Wireless 4G LTE smartphone
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0 Votes

‎08-10-2017 17:14

In response to AlessFitbit

‎08-10-2017 17:14

I worked for a couple hours with Fitbit tech support and my Zip was unable
to sync with my laptop either. Curiouser and curiouser.
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0 Votes

‎08-10-2017 17:21

‎08-10-2017 17:21

Just noticed I have a Version 2.55 ready for download.

Mine has been syncing, but slowly, but maybe this version fixes the problem many are experiencing.

Before posting, re-read to see if it would make sense to someone else not looking at your Fitbit or phone.

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0 Votes

‎08-10-2017 17:37

‎08-10-2017 17:37

I have a One.  I used to be able to use my laptop to sync but the website says to use the app.  If there is a computer-based option to try reinstalling and synching I would love to know where it is.  The app doesn't work to sync and now the phone can't even see the One to install it.  I had a lot of trouble last time there was an Android update, too.  Somehow I got the One reinstalled and synched by dumb luck then.  Not this time.  I'm pretty frustrated with the whole thing.

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‎08-10-2017 17:57

‎08-10-2017 17:57

following

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‎08-10-2017 18:23

In response to amish7001

‎08-10-2017 18:23

My coworkers iPhone 6S Plus also "can't find" my FitBit. I believe it's a FitBit issue.

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‎08-10-2017 18:29

In response to Dave-in-Decatur

‎08-10-2017 18:29

Great job.I really miss my fitbit. Looking forward to your "Fix".

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‎08-10-2017 18:33

In response to Pool-Ace

‎08-10-2017 18:33

I also have a Samsung Galaxy S5.  

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0 Votes

‎08-10-2017 18:34

In response to Pool-Ace

‎08-10-2017 18:34

I also have a Samsung Galaxy S5.

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‎08-10-2017 18:45

‎08-10-2017 18:45

My Fit one does not sync on android phone or computer Last sync on phone Mon 8/7/17

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‎08-10-2017 18:58

In response to AlessFitbit

‎08-10-2017 18:58

My One will not sync with anything--not my tablet, not my Windows10
desktop, and not my phone.
Best Answer

‎08-10-2017 18:58

In response to AlessFitbit

‎08-10-2017 18:58

My One will not sync with anything--not my tablet, not my Windows10
desktop, and not my phone.
Best Answer

‎08-10-2017 19:12

In response to LyndaAnello

‎08-10-2017 19:12

Is that for the Flex? Also what type of phone?
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0 Votes

‎08-10-2017 20:17

‎08-10-2017 20:17

Yeah, mine did the same thing and I can't add my new zip either. Hope it gets fixed soon!  

Best Answer

‎08-10-2017 20:59

‎08-10-2017 20:59

I am have having the same problem since the software update.

Best Answer