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

[AlessFitbit]

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. 

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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. 

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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! 

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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!

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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!

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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! 

[Amyb9123]

Tried downloading to my tablet. It worked once but then stopped there too... hmmmm.....

[Tao75]

Udated to version 2.55 today. Sony Experia Z5. My Blaze updates to the app thru mobile data, and everything runs smoothly. So maybe the problem only appears when using Wifi? 

[Colinm39]

Syncing perfectly through Mobile Data and WiFi... Working better than V2.54 where my syncing was erratic and Sony blamed it on the App.

Phone: Sony Xperia XP Android V7.1.1 Build 41.2.A.2.199  (Not on the compatibility list)

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@Tao75 wrote:

Updated to version 2.55 today. Sony Experia Z5. My Blaze updates to the app thru mobile data, and everything runs smoothly. So maybe the problem only appears when using Wifi? 

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[PickleballLinda]

I was able to sync my Flex with my desktop yesterday.  It won't sync this morning. Get the following error message "Check if tracker is already connected to another device.  Disconnect the device." 

Very frustrating. 

[ohynek]

I have also a problem with sync to my Charge HR after the latest update to version 2.55. Hope fix will be available soon.

[Winwin1]

My fitbit hasn't been syncing since 8/5. Before that I had to update it every day. I'm pretty much done with the whole thing and this is my 3rd flex...

[Winwin1]

Nothing wirks. Since 8/5 though.

[Steve3A]

The problem is most prevalent on the Samsung phones. A little bit less with the Samsung Tablets and PCs.

I stopped trying to  sync with my phone and gave that up.

Try resetting/rebooting the Fitbit itself and syncing to PC.

[Steve3A]

Is your Fitbit made in one country, and the software made in another, and it being marketed and sold in another?

The way Fitbit is handling this is indicative of this inefficient model.

I have both Samsung Phones and Tablets, and PCs and have done quite a bit of analysis of this particular problem, and yet when I tried to get a hold of an engineer to discuss the various parameters of this problem is expressing itself, I am met with stonewalling and aggravation.

Had I been able to speak to someone with authority and technical expertise, I am sure that many of the problems being discussed could have been prevented from May of 2017.

We are now in August of 2017 and you still are struggling with this issue. Probably because you are not aware of many of the iterations of how this problem has evolved and expressed itself.

Hint: Now I have to reboot/reset the Fitbit on a once a day schedule. So something is happening at the turn of midnight OR after the Fitbit is left motionless for 7-8 hours. Could it be the firmware? Could it be the Tablet of the PC software?

As to the phones...still can get it to sync or find the fitbit. Falls off way to fast.
If you guys are going to play around with patching holes as you get them, this could easily take us until the end of the year to fix.

[SpartanStrong]

Well it's been 3 days without a fix or update from Fitbit. This is total BS, I'm out! Later Fitbit or maybe you should change your name to Forgetbit..I'm off to buy a Samsung gear s3...

[Dave-in-Decatur]

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@Colinm39 wrote:

Syncing perfectly through Mobile Data and WiFi... Working better than V2.54 where my syncing was erratic and Sony blamed it on the App.

Phone: Sony Xperia XP Android V7.1.1 Build 41.2.A.2.199  (Not on the compatibility list)

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@Tao75 wrote:

Updated to version 2.55 today. Sony Experia Z5. My Blaze updates to the app thru mobile data, and everything runs smoothly. So maybe the problem only appears when using Wifi?  

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FWIW, I have v. 2.55, and it's not syncing--stopped right after my Samsung phone updated. Also FWIW, my understanding is that the sync issues being reported here have to do with Bluetooth, not WiFi or mobile data--the phone connects to the tracker via BT, and that seems to be where the problem is.

[Nishi2345]

Hi Aless, do you have an update on when the fix will take place? 

[BeActive723]

My Flex won't sync with computer unless I put it in the charger and reset.  I've tried all the usual remedies for both phone and laptop.  Nothing else worked.  Even with a reset, it only syncs for a few minutes on the laptop and phone.

[adchelle]

I have recently moved to Android from a Windows Phone running Windows 10 Mobile. One of the reasons for this is because the Windows app is so slow on startup. I am regretting it now - this Android app is useless. The only app of Fitbit's that seems to work fine is the iOS one on my iPad.

Not to mention I'm on about my fourth tracker (Charge/Charge HR) replaced under warranty.

[Slambo]

I've had my One replaced under warranty and I'm on my third Surge still under warranty. I love the product but completely unhappy with Fitbit's inability to make a bug free product. The Surge's wrist band warps in time when it gets wet. And guess what? They engineered it so the band cannot be replaced. So I've been sending them back for complete replacements. If I were them, I would fire the engineer who decided it was a good idea to make the band non-replaceable on the Surge.

[Cindyfrankin11]

You might know about this issue but  when you call the customer service support  line.  They suggest that you buy a new one and tell you that there ate no issues.

[NebFit]

A new Fitbit application update was released to my phone this morning (version 2.55).  I applied it but no luck fixing my Fitbit One to Galaxy S5 sync problem.  I have restarted both my Fitbit and my phone.

My problems started immediately after the latest Samsung Galaxy S5 update.

I am now running:

Fitbit version 2.55

Android 6.0.1

Kernel 3.4.0

Build number MMB29M.G900VVRU2DQF2

[FatFer]

  Yikes, nice to see I am not alone.  I have been going crazy trying every troubleshooting process I can find to get my ONE to pair again with my Samsung S5.  I just got this as I lost my old ONE  :-(, and had it paired for a few days & then poof, nothing.  FYI, It occasionally will say that it found my ONE, but never actually pairs.  Fix it fast PLEASE!!!! Thanks!

[katycot]

We tried ipad and iPhone bother and still not working.  

[Ikb1806]

Same for me now with Samsung device . Day 2. Hope for a fix soon.