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! 

[mtateman3]

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

[SherlocksBum]

Will they have this fixed soon? I am in the middle of a fitness challenge sponsored by my job and I don't get credit for my steps unless they go through my fitbit and I am having the same sync issue on my android phone.

[Cabugao]

It's the product! Had a replacement surge just shy of a year. All was good till the last two updates this month. Stopped syncing. They wouldn't replace it after trying all troubleshooting tips I can find. So, I went to buy the blaze today thinking my tracker was defective. Came home to pair the blaze...wouldn't communicate/find tracker. So now I think it's my phone. NOPE. Tried pairing it with my husband's iPhone 6 and it wouldn't pick up either my surge or out of the box blaze. So I returned the blaze. not one fitbit working. Read all recent reviews and I'm not the only one. All the response fitbit gives is a link to troubleshooting which everyone has stated that they've ALREADY tried. Don't go out and buy a new one! The lousy 25% discount they offered on a new tracker is pointless when it won't work out of the box...and my bluetooth works with other devices

[FatFer]

Hi, they must be making  headway because  my ONE is now paired with my Samsung fitbit app. Just having issue syncing.  Last sync was 12:39 pm est. Now 9pm and wont sync. Woot..  seeing progress. 

[Cindyfrankin11]

I agree with this.  My fitbit works great and do not need to replace.  In fact I got it to sync on my tablet today, one time.  But would not sync to my phone, galaxy S5.  After the one time syncing to my tablet today it will not sync again. It is a  Verizon, Fitbit, Google, and Android!

[Colinm39]

I'm sure Fitbit are working to address the issue and when you consider those posting here are the ones having trouble. That is, except the two of us with Sony Androids who are enjoying the best syncing issues for months.

Mine now syncs the moment I open the app and I have had no failures. Before it used to struggle on syncing, but would eventually sync. I don't have "all day sync" set, just "always connected"

This is what will confuse the Engineers. Mine, a non compatible 12 month old Sony phone and using a 20 month old Blaze.

Keeping my fingers crossed that the App update doesn't upset my current success, but I now have my benchmark.

[Qltngo2]

Thank goodness I checked here about my fitbit not syncing! At least I didn't do something wrong. 

Well, I hit my 11,000 daily goal because it vibrated. 

Are you going to notify people on how to resolve this? I also did my Android update. 

[Cabugao]

I've sent this to customer support telling them to forward to customer service as well. Posted on the app reviews and Facebook page. Haven't had a reply since then.

[Qltngo2]

Thanks! 

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@Cabugao wrote:

I've sent this to customer support telling them to forward to customer service as well. Posted on the app reviews and Facebook page. Haven't had a reply since then.

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@Cabugao wrote:

I've sent this to customer support telling them to forward to customer service as well. Posted on the app reviews and Facebook page. Haven't had a reply since then.

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Thanks! 

[JayLatko]

Fitbit has worked through sync issues before, I am sure they will figure it
out. Just wish there would have been some kind of bench test performed on
the system update before it was released! Or maybe WE are the test cases!

[JayLatko]

What kind of tracker do you have? 

[Cabugao]

Surge. No issues except the original band. That was replaced and didn't have an issue till the August updates and that replacement has is just shy of a year. However, I purchased a Blaze today thinking it was a defective surge and I couldn't even get the Blaze set up as "tracker could not be found" or "unable to communicate with tracker" couldn't even test it out. Returned it the same day.

[JayLatko]

We are doomed with all of this disposable tech, your $600 smart phone is
outdated and too slow in a year when the next Gen is released. I'm
impressed that Samsung continues to supply updates to its Galaxy S5 which
is now an old timer, but at what cost!?!

[JayLatko]

We are doomed with all of this disposable tech, your $600 smart phone is
outdated and too slow in a year when the next Gen is released. I'm
impressed that Samsung continues to supply updates to its Galaxy S5 which
is now an old timer, but at what cost!?!

[Cabugao]

Old phone or not, if my phone was compatible at the time of purchase of the tracker, any updated made should remain compatible with those said "compatible" items because that's why it was purchased. I understand if any new tracker made had a new compatible list.  Regardless, it's been too long that this has been a mess with no real solution or explanation on their part.  It's just horrible service and I shouldn't have to go through so much research and make excuses for them. There is obviously a BIG flaw in their product

[Cabugao]

Also, old phone or not, it still didn't work/sync on the computer with that dumb dongle piece

[Etain]

It's been 5 days, is there a solution in sight? Thanks. 

[Heypresto100]

Hi there 

I'm probably being utterly dim but if I turn my phone off as the first step how do I do step 2? Do I need to try and sync my flex onto another device first so I can do step 2 from the other device?

Kate

[ohynek]

After update to version 2.55, my tracker stop sync with my phone. Today I tried to reset my Charge HR and remove it from Android app. Then add it back as a new device and now everything is working fine. Maybe I'm lucky but those of you who didn't try this give it a shot.

[Cabugao]

Tried it multiple times! Yes, you're one of the lucky ones