RESOLVED: App 2.76.1: steps/calories revert to zero, no live HR

[CarlosCFitbit]

Fitbit Update 08/24/2018: As we've received multiple confirmations of this issue being resolved with the update to the Fitbit app, version 2.77, I will be closing this thread.

If you come across this issue in a future instance, please create a new topic on the forum and reference this one as the issue. Thanks for your patience as we worked to get you all back on track.

---

Fitbit Update: 8/23/18

Hey, everyone! 

Thanks so much for your patience. We really appreciate your cooperation while we released the Fitbit for Android app version 2.77. It has been fully released to everyone, so please go to the Google Play Store and download it as soon as you can! 

Many of you that already updated have confirmed you see your real-time heart rate back in the Fitbit app and that your steps/calories are updating. I will leave this thread open in case anyone has any issues, but I hope you are all set after updating. Thanks for all your help! 

---

Fitbit Update: 8/21/18

Hi, Everybody!

Today, we started releasing the Fitbit for Android app version 2.77. Please check the Google Play store on your phone to see if the update is available to you. We roll out Android updates progressively, so if you don't see it available to you right now it will be there soon. 

---

Fitbit Update 8/16/18: 

Hi everyone - The fix for this issue will be out in our next app release which you can expect within the next 2 weeks.

We will provide an update in this thread once it has been released. Thanks again for all your patience and cooperation. 

---

Fitbit Update 8/13/18:

We’re aware of the issue and are working to identify a resolution as quickly as possible. We're sorry for any inconvenience this has caused. 

In the meantime, please continue to view your current stats on the Fitbit web dashboard by logging into your account at fitbit.com. Thanks for your understanding. 

---

Fitbit Update 8/11/18: Hey, everyone! Thanks for confirming that you are still experiencing this issue even now with the Fitbit app 2.76.1. Rest assured, we have escalated this issue to our team for investigation. 

I'll make sure to provide updates in this thread so please stay tuned. Thanks for your help and cooperation! 

---

Fitbit Update 8/9/18: Hi everyone. Thanks for taking the time to report this issue here on the Android forum. I've passed your reports along to our engineering team so they can begin investigating. From what I've gathered, this issue is app specific and not affecting the Fitbit web dashboard (which is correctly showing all activity data as expected). To keep thing organized, I've merged several threads to this one. 

I appreciate your patience and am sorry for any inconvenience this has caused. In the meantime, I welcome you to continue sharing your experiences here. In the meantime, you can view your current stats on the Fitbit web dashboard by logging into your account at fitbit.com. 

When I hear something new, I'll be sure to update the thread with the latest info.

[SunsetRunner]

For all the people who are having issues and have some knowledge about sideloading apps and the developer mode of Android

Download yourself a Fitbit Version below v2.74.2 and sideload it on your device. Also disable the Auto Update for that App in the Playstore and you are good to go.

I also had these issues along with with connectivity issues during activities with GPS (no tracking of distance, constant connections interruptions) and since I installed 2.74.2 it's all working fine.

There are couple of tutorial in the internet on how to sideload a-p-k files 

 https://bit.ly/1HDRo5T

Reliable sources are Android Authority, Android Pit and other Android news sites. I also added one. 

Google for "Fitbit v2.74.2 a-p-k download" and use the website a-p-k mirror. 

PS: Im not allowed to write a-p-k as one word so ignore the dashes in between. 

Use at your own risk! 

[TonyBest]

I seem to be experiencing similar issues with my Ionic. However, contrary to the suggestion in the initial post, I am unable to get accurate data from the main web dashboard or by opening any of the tiles in the app dashboard. All the data is inconsistent or no existent there too.

[ashwolve]

@KenDSr Fitbit users are not stupid (it would be this remark that gets your post removed if they take that coarse of action)  and comments posted here are meant to highlight an issue and for them to get help from other users and highlight the issue to Fitbit Moderators - yes there may have the same theme and be repeated a few times but be aware that a few threads have been merged together

please try to be more understanding of others as not everyone will have the same level of IT understanding and should not be made to feel that they are wrong to reach out

as for the rest of your comment im not sure the amount of app updates would reflect anything that you suggest just that apps they have pushed out have had bugs/errors in and needed to be resolved - whereas I personally would remove a faulty version and allow a roll back in site to an earlier version until it is fixed Fit have decided to pile on update after update to try and fix issues instead of rolling back to a working version the starting again from there,

no comment is stupid as not everyone has the same comprehension of the situation

All the best

Wayne

[TonyBest]

Ken 

My sincere apologies if I have ruined your day by forcing you to read my post. I thought, clearly incorrectly, that this was a community. And as such, felt right to alert Fitbit and other users to the issues I am personally experiencing, as they are similar but not completely the same. By doing so, hoping to avoid a fix that only partially solves the problem for both myself and other users. Not wishing to assume Fitbit where already aware of these additional issue. Should you ever be unfortunate enough to find yourself in need of assistance from others, let's just hope passers by don't all just assume to expect somebody must already be helping. Enjoy your day. 

[TR51]

I have two Android phones with the Fitbit app installed. One with the current version and one with version 2.71. The phone with version 2.71 works fine, but the one with the current version is exhibiting all the same problems everyone is complaining about. So I Googled Fitbit version 2.71 and found a source to download it. This forum won't allow me to post its exact name, but it's A**mirror. After installing the app, I checked it with both Bitdefender and Google Play Protect. It came up clean in both cases. And it's working perfectly on MY phone. Your mileage may vary. 

[Chelle1834]

How bloody rude!!Fitbit  users aren't "STUPID" Fitbit are the ones who have caused these issues and don't seem to be able to do their jobs properly. I would be fired if I was so incompetent at my job.Second thoughts maybe....we are. We keep them in a job which pays their bills etc.We have the right to complain when something we've paid for "is not fit for purpose!!"



Sent from my Samsung Galaxy smartphone.

[Gusthy]

As it was mentioned before, you had better installing 2.74.2 from the source you mentioned. 

[Gusthy]

Also, this phone compatibility list is ridiculous.. They support phones that are mostly very outdated models. If their products could be selled only to users of that phones  they would quickly die on hunger. 

[Chelle1834]

Thank you 😊

[Gusthy]

Rollback is not a trivial option. Maybe the data structures stored in phone are not compatible with the older release. The 2.74 version doesn't contain code to do this, for it vas developed before 2.76. When you install the older version as a side load,, you remove the 2.76 first, then you reinstall it. It is not the same process as installing 2.74 over 2.76. So it would lead to faulty behavior. That's why they cannot simply rollback.

[ashwolve]

@Gusthy- may I add some food for thought to your last post -  I appreciate that its may not be as simple as update older over the newer - but they have a banner at the top saying there is an issue - if they used that same technology to provide a rollback on site they would also provide details on how to do this - the same as they provide steps on how to solve Bluetooth issues, setting up etc etc, it can be done and it can be as simple as that - the other point to consider is when you call support for a non related issue and they continue to promote loading the latest Update knowing that there is a problem with it then starts to become illogical and wrong - so surely best would be if they know its an issue at least remove it from Play store/IOS ITunes or whatever the equivalent is for IOS and Windows phone and stop promoting it until it is fixed - the more people that download it the more problems are reported the harder it is to fix - whereas this may just be my opinion it seems to me to be a simple exercise Fitbit could do to ensure the customer remains happy and content that they have a working software system as opposed to hundreds of complaints about the amount of time taken to resolve an issue - which is another point of contention - its all about providing options and not walls

please don't take this as me disagreeing in anyway just offering another point of view

Kind Regards

Wayne

[Gusthy]

You are absolutely right, I just wanted to explain the technology point of view  since it isn't obvious for people who never deals with software development. I absolutely agree that fitbit could be way more proactive handling this issue. 

[ashwolve]

@TonyBest Hi and Welcome - sorry for the delay - your enquiry could partly be to do with the named issue but could you also try to see if it is a sync issue by checking the following posts

Why won't my Fitbit device sync

Is the Fitbit app interfering with other Bluetooth devices

also are your stats correct on your tracker?? if it is not the above you may need to try a device restart (may need to do this 2-3 times in a row to take effect)

Restart Fitbit 

and lastly if that doesn't solve the issue you could give customer support a call the phone number will appear once the office is open (usually '0800 - 1900 Mon-Fri and 1000 - 1700 weekends in the UK)

Customer Support UK

This is for the UK but should you need to change country scroll to the bottom and look for United Kingdom with a down arrow next to it and click on the arrow now you can select your relevant country and the page will refresh

hope this helps

Kind Regards

Wayne

[Iloveroses]

Its not working on fitbit .com now at all!!

[Ragebe]

Is this problem because Fitbit have made a minor change to the software? The fact that Fitbit's engineers are working on a fix suggests that is the case. If it is the case, why not revert the software back to the previous version whilst you troubleshoot the fault?

It is standard procedure for software providers to have a roll-back option for such new-release bugs.

[fueledbycoffee]

@Gusthy

If needed they could instruct users to uninstall and then reinstall the
correct version.. Rolling back is not some complicated thing.. It
actually is trivial seeing how many of us have been able to do it even w/
Fitbit putting obstacles in our way

[ashwolve]

@Iloveroses Hi and Welcome - Fitbit.com should not be affected by this particular issue - however could you expand on what is not working and what platform you are using to access Fitbit.com as there maybe some other suggestions we can visit to try and help you out

Kind Regards

Wayne

[GadgetGirl007]

I don't think it would be a question of my phone if my fitbit is also not updating to my account on the website. It seems everyone is updating to the website. My fitbit has had problems with updating in the past and if I removed it from my Bluetooth and resnyced it, it would be fine. But now no matter what I do I can't get it to sync. I take that back, if I remove it from Bluetooth and resync it will get the information available on the Fitbit and then stop syncing until I take it off Bluetooth again. So essentially I have to set up my Fitbit every time i need my info to sync.

Sent from Yahoo Mail on Android

[ashwolve]

@GadgetGirl007 Hi - apologies if I misunderstood your enquiry but you only mentioned HR data not full sync issues across the board - by setting up each time do you mean you have to delete device from account?

cannot remember if it is included in previous links but have you got all day sync on, always connected and live data running (needed for heart rate ) Resting data should still be registered

the links I provide was for all sync issues so thought that maybe there would be something in there on PC as well as Phone

other options you may wish to try would be to restart Fitbit in case it has incurred some glitches and is not reading the data correctly (try this twice in a row just to be safe)

Restart Fitbit 

and lastly if that doesn't solve the issue you could give customer support a call the phone number will appear once the office is open (usually '0800 - 1900 Mon-Fri and 1000 - 1700 weekends in the UK)

Customer Support UK

This is for the UK but should you need to change country scroll to the bottom and look for United Kingdom with a down arrow next to it and click on the arrow now you can select your relevant country and the page will refresh

hope this helps

Kind Regards

Wayne

[AR36-30-09-17]

Thanks Carlos. 

I have had the issue for a little bit less than a week and wondered if it was due to the fact I had synced a different device to my app... luckily after searching everywhere about this issue with the Step count not showing on the app, I decided to come to the forum online rather than from google search and I found the alert message at the top of the screen. Now I know this, I will always come to the website if I have an issue to see if it is something you are already working on.

Looking forward to the update.

Kind regards

SAndy