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

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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.

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1,284 REPLIES 1,284

I already had the Windows app, and I even uninstalled and reinstalled it.  I've reset my One.  Still nothing.  Bluetooth doesn't find the tracker.  Frustrating!

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I had the same issue and just gave up for the time being. Hopefully it will be fixed soon. I just have to remember that even if I'm not tracking my data on the app, the exercise still counts. LOL. 

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This didn't work for me. 😞 Samsung Galaxy S5.

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Yes, I am definitely in the same place! Maybe it's good that we are disconnecting from at least one app. 🙂
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Yes, I am definitely in the same place! Maybe it's good that we are disconnecting from at least one app. 🙂
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It was for my old One and on a Samsung Galaxy S5, so both old technology.
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It was for my old One and on a Samsung Galaxy S5, so both old technology.
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I'm having the same problem with Samsung Note 4 (Verizon). Since Aug 8 system update, syn does not work. I have Fitbit One.

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Is there any update to this status?  I've now lost five days because I cannot get my tracker to sync on my mobile device.

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This worked for me on Windows 10 computer. Not as easy as phone since I'm not near the laptop often but good get by.

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Hi

 

What do you mean reset your tracker? I am not sure how to do that.

 

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With the one,  you attach it to the charging thing, then hold the button down for about 12 seconds.  The screen goes blank, and when you disconnect it, the screen comes back on.  Not sure how you do it with other trackers.  But it didn't help...

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The instructions said to insert the tracker into the dongle and hold down the button for 10 to 12 seconds.


Sent from my Verizon 4G LTE smartphone
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The technology is still supported for the One and the S-5. They should both still work.

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Update 8/13: after multiple tries, I was finally able to sync using the computer app. I tried multiple times at different times of the day. I was successful using the computer's bluetooth without the dongle. So if you're desperate to sync, this may be an option for you while we wait for them to fix the app.

*********

I can't sync on either my mobile or my computer since the software update for my Android phone. So something got broken on my tracker when the update occurred. I have an old Flex and a Samsung S5, which also recently had an update to Android 6.0.1; just FYI. 

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Johnsmi:
Keep trying your computer, I think because they are trying to resolve this
issue the computer version is working intermittently. I have been able to
sync to my home computer everyday since the software update, but
occasionaly I have to try a couple times before I connect with the servers.
I'm pretty sure your tracker is fine, this is an issue with Verizon,
Fitbit, Google, and Android!

--

*Jay*
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That is correct Jay. No problems syncing to the pc for me. Just have to be
patient for the fix.
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That is correct Jay. No problems syncing to the pc for me. Just have to be
patient for the fix.
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I sync manually so didn't notice until today, but won't pair with my LG10 or my windows 10 Lenovo

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My adndroid phone started syncing today.  Try restarting your phones, and hopefully yours will work as well.  Good luck!
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