Charge 2 and Charge Hr Friends list are not showing up

[MsJournie]

I upgraded from Charge Hr and was using the old fibit app vs. 2.19 and had no problems.

I upgraded the fitbit app to vs. 2.39 and installed the new firmware (22.44.18) on the Charge 2. 

Now I am unable to view my friends list in the app. I am able to view them online but not on the phone. So I had logged out on the phone and computer. Uninstalled vs. 2.39, wiped my cached , and restarted the phone. Installed again vs. 2.39 and still the same issue. So I redid those steps but this time installed vs. 2.19. I am still unable to view my friends list. 

I now have deleted the charge 2 from my profile on the computer and went back to the Charge Hr to see if it would work. I had installed vs. 2.19 and again my friends list do not show up but it now says "Can't connect to Fitbit" Please check your network connection. I then upgraded the app to vs. 2.39. and am using the new dashboard. There's still no friends in my list and it says " More fun with friends" with the add button. I swipe over to the messages and it says "Can't connect to Fitbit" check your network connection. 

I've searched this problem and it looks that I am not the only one with this issue. 

**EDIT**

I have another account on here (I don't use that account) and I have the Charge 2 synced with it. I had added myself and my husband thru the app vs. 2.39. With the other account, I am able to view people in my friends list (which is myself and husband). 

I don't want to use the other account.............. I want to use this account............. 

[RobertoME]

Hi there @MsJournie, good to see you around and thank you for bring this issue to my attention. I've seen this issue in other users recently and I wonder if you have updated the app to the most recent version?

It was released a new version of the app on December 21st which is 2.39.1. In addition I would recommend to Log out from the Fitbit app using the account is presenting this issue. After this restart your mobile device and open the app again. Log back in to your Fitbit account and give it another try.

If the issue persist would be so kind in sharing a screenshot of how it looks this error? This will be super useful in order to investigate further.

Keep me updated how it goes.

[MsJournie]

@RobertoME I am on vs. 2.39.1. I logged out and restarted my phone. Logged back in and still the same issue. Here's a screen shot for you.

 

[MsJournie]

@RobertoME  So I had logged out and signed into my "new" account (Please note that I do not use this account) and I had already added myself and my husband just to see if I am able to view my friends list. Yes, I am able too. Here's a screen shot. 

[MsJournie]

@RobertoME

In my main account; I do get invites from my friends for challenges, and I am able to accept them. 

Just to let you know......

[RobertoME]

Thank you for all the information you have provided me @MsJournie. My apologies for not being around lately and I will pass these information to investigate further so we can find the root of this issue.

I will let you know as soon I got more updates.

[Skagirl72]

@MsJournie  I have the same issue.  If you look at my thread you can see that this has been a big issue for me.  May I ask what are the dates that you created each account?  I have a theory about older accounts having this issue, and newer accounts working fine.

[MsJournie]

@Skagirl72 I just read your post. 

So this account I made in December 2015 and I had the Charge HR. My new account I made on November 30, 2016. 

I'm a little confused with what you had posted " My theory is that any android account created before the changes were made to the android platform will have my issue.  If you created your account after the changes were made you will not have any issues." 

Are you talking about the app itself or the android platform? 

So if you read what I wrote earlier about I was using the old version fitbit app with my charge hr. A few times this year I would update the fitbit app to see what the new changes. 

The beginning of the month (Dec) I had updated my app and I was still using my charge HR. I still had no problems viewing my friends. 

I had at that time tested out my Charge 2 with the new account on the computer. 

It took me 2 weeks to finally decide that I wanted the Charge 2 and that's when I had added my Charge 2 to this account and updated the app again on my phone and realized what had happened. 

I reverted back to the old app to see if my friends would show, and it didn't show......

I was thinking it had something to do with my email account itself but probably not.... I will see if I can test on another android and iphone later. 

[Skagirl72]

 I'm talking about the account itself and how it is responding to the fit bit on the Android platform.  Which account are you having trouble with? The account created in 2015, or 2016?

[MsJournie]

The account that was created in 2015. 

The odd thing is that my friends list showed up until I put the charge 2 on my account. 

[MsJournie]

I'm unsure about you but I've just noticed another issue. 

On the computer with when I click on notifications it keeps spinning and spinning but if I get a message I am able to open the notifications. 

Do you have the same problem?

[Skagirl72]

Yes, I have that same issue as well.

[AlvaroFitbit]

@MsJournie @Skagirl72 Do you know how many friends you have added to your account? Have you tired using another mobile device (you can lend one just to try this) and log from there to see if you can see your friend's list? Which device are you using and what OS is it running? Are you using a custom Rom?

The more information you provide the better we can inform our team about this issue.

I look forward to your reply.

[Skagirl72]

@AlvaroFitbit Hi, no custom Rom here. Here's is the OS info.

 I'll need to look at my desktop to see how many friends. I would say more than 10.  The issue is with accounts created before Oct 2016.  It is with the account itself.  I can sign on to anyone's android phone and the issues are still the same.  I can sign into an apple phone and not have any issues. I can create a new account, sign into an android device and not have any issues. The problems occurred across the board as soon as the new Android dashboard preview was released.  There are many people that don't even realize they have a problem until they try to make new friends.  If they attempt to correct the problem by uninstalling and reinstalling the app, this is when they will find their friends have gone missing as well as the other issues. I have since created a new account and I don't have any problems with the new account.  If someone from fit bit wants to log into my account you have my permission if that helps.

[MsJournie]

@AlvaroFitbit

I have 80 active friends and 23 non active friends. 

I have a custom rom running Marshmellow vs. 6.01 and I tried on Nougat vs. 7.1.1

I had tried on another android phone and he was running Lollipop 5.1.1 

Still no luck....  

EDIT - I agree with @Skagirl72 . I just signed into my sons Iphone and I am able to view my friends list and messages. This all started when I updated the app and viewed the "New Dashboard". Before I even viewed the new dashboard I was able to view my friends list ect. 

I do hope that FitBit can resolve this issue, soon. 

[MsJournie]

@AlvaroFitbit @RobertoME

I'm curious, have you guys heard anything regarding this matter? It looks that there's a lot of other people that are having the same issue. I've heard from FitBit once, and they just said they were still looking into this matter. 

[MsJournie]

Have they found a solution for this problem?