App update 6/17 now won't sync at all--LG G5 running Android 7.0 for Versa

[Travlrn6]

Finally updated my app version yesterday as the app kept prompting me about installing the new version and so I did. And now I completely regret it as I now cannot sync my Versa which has worked perfectly since I purchased it earlier this year. It also now has the wrong time by a few hours making it a completely useless product I can't even tell time with it let alone get any stats updated, participate in the weekend challenge I accepted on Friday, get my sleep stats or other critical info, sync my aria scale or get a single notification from my phone. Yes I have done each and every posted fix including factory reset, uninstall/reinstall, removing my other device (aria) and none of it worked. I'm essentially stuck with two broken devices from this app update. My device worked perfectly up until I updated to the new app version yesterday afternoon. Yes I'm aware that LG G5 is not listed as a compatible device on the list which I find very strange as the older LG phones are on the list-G3 and G2 are compatible but not G5? G5 worked perfectly with my devices before this app update so I don't believe that's it unless you've done something purposely to leave it out while keeping its older predecessors included as compatible devices. I'm pretty darned frustrated here. Wish you could revert to the older app version where it actually worked! 

[LanuzaFitbit]

Hello @Travlrn6.

We're very sorry to read about the frustration this situation has caused you. Thanks for sharing all of the steps that you have tried to get it to work.

As you mentioned, the LG G5 is not part of the supported devices list. This means that the app has not been fully optimized to work with that phone and thus updates to the app or the phone could lead to further optimization issues. This would be why it was working properly before and then it stopped.

Please do keep in mind that these optimization issues are never caused purposefully and that we are regularly looking to improve the list of supported devices. Maybe you could show your support for this feature about the G5 being added to the device list. You can comment on it and vote for it to show your support. Be sure to read the FAQ to better understand how the board works.

While certainly not a solution, as a workaround you could try to use a computer or another mobile device to try and sync your Fitbit to your account. Click here to get instructions on how to sync with other devices.

Thanks for your feedback. Please feel free to reach out if you have any questions on the matter.

[Maryejj]

My phone is on the compatible device list and I'm having the same problem! 

[LanuzaFitbit]

Hello @Maryejj.

Thanks for letting me know that you are using a phone that is on the list.

In this case, I'd like to recommend that you try to follow the steps listed in this help article. They will be useful to get your Fitbit to sync once again. 

Please keep me posted on how it goes. 

[Maryejj]

Thanks for the help. I followed all the recommendations and was able to get it to sync once. Within 30 minutes, the device could not be found and it's no longer able to sync. The time is 7 minutes behind. Considering all of the complaints on the forum, this is not an isolated case. There appears to be a glitch that Fitbit needs to resolve before they end up losing users. 

Thanks for trying to help. 

[LanuzaFitbit]

Hello @Maryejj.

Thanks for letting me know about this and trying the steps I recommended.

I'd like to ask you some questions to better understand the situation:

• What phone are you using?
• What Android version is the phone running?
• What is the App version installed on the phone?
• When did you start experiencing this issue?

I look forward to your reply.

[jreiter2019]

What version of the software is your Fitbit app on the phone?  3.0 breaks things.

[jreiter2019]

Version 3.0 of the Fitbit which came out 6/27 breaks things.  What version is your app?

[Maryejj]

I have a Galaxy S9. All the software on the phone has been updated, but I'm not sure where to find the version. As for the Fitbit app, I'm using 2.95. The dashboard updated early last week and on 6/25, it stopped syncing. After playing with phone, Charge 3, and app for an hour,  I was finally able to sync on 6/28 which lasted about 4 hours. Sunday it lasted about 3 hours and yesterday only a few minutes. 

[jreiter2019]

2.95 was the magic version for me to go back to things started working properly again.  You could try a version of the Fitbit app prior to 2.95 to see that fixes things.  Do you remember when it stopped working?

[SunsetRunner]

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@LanuzaFitbit wrote:

Hello @Travlrn6.

Please do keep in mind that these optimization issues are never caused purposefully and that we are regularly looking to improve the list of supported devices. Maybe you could show your support for this feature about the G5 being added to the device list. You can comment on it and vote for it to show your support. Be sure to read the FAQ to better understand how the board works.

So let me see if I get this right.  A user's last version of the app worked on a G5.  The newest version does not work on the G5 because it's not a "supported device"  So this user gets directed to a 4 year old forum, where they are supposed to show support, vote (already over 250 votes) and jump through your hoops in the hopes that fitbit will consider supporting a device that obviously worked before??

This sounds like another version of the last fiasco firmware update for the charge 3.  I'm absolutely amazed and dumbfounded. I will not update anything, nor will i buy any other product from this company.  I've already bought a second device, and I'll give you a hint.  It ain't a fitbit.

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[Travlrn6]

As I said my app and versa worked perfectly prior to the update on 6/17/19. It's no better with the 7/8 update its still unable to be added as a device (someone suggested I remove and re-add it to my profile) so now it's gone frommmy fitbit app and cannot be added again even with other devices listed as compatible. I tried on my boyfriend's Samsung Galaxy S6 which is supposedly compatible yet it could not sync or be found to be added and sync the data. The watch date is 4 days behind and time is way off. It's essentially sitting on my desk on the charger collecting dust I'm not even able to add steps manually at this point since the device is not on the profile any longer. I'm at a loss other than asking for a refund as it's only a few months old