Friends list missing.

[Skagirl72]

My friends list was glitching since oct. But it wasn't a big issue. It just showed that I had an unread message that wouldn't go away. That is resolved, however all my friends have disappeared and instead there is a message that says my phone can not connect. This is a huge problem for me. I just purchased 2 fit bits for my son and his wife so we could be friends. Now this problem with my friends list has defeated the whole purpose of the fitbits I bought them. Do I need to return their fitbits? Because they don't need them if they can't be my friends.

[RobertoME]

Hello @Skagirl72, welcome aboard to our Community. I wonder if you are running the latest version of the app. The latest for the Android App is 2.38.

If you have this version, try to log out from the Fitbit app and restart your phone. Once your phone has loaded, log back in and give it another try.

Have you reviewed if the issue persists on the web-based Dashboard?

Please let me know if this helps. I'll be around.

[Skagirl72]

Thank you for responding. I am running the latest version of the app. In fact, I uninstalled it, reinstalled it, and restarted my phone several times. I can see my friends list on the desktop. The problem is with my android phone only. The only reason I was aware there was a problem was because I wasn't able to see my new friends. If this helps let me tell you what occured in its order.
1. Glitch with friend's messages: A friend sent me a cheer in October. I viewed it but it still kept saying I had a new message when I did not.
2. Unable to get new friends: On Thanksgiving I gave my son and his wife fitbits. I was having difficulty sending them friend requests and was only able to send them e-mail invites. My son accepted and was able to see me on his list, but I could not see him on mine. I then uninstalled the app., restarted the phone, then reinstalled the app. At this point all my friends were gone and there was a screen telling me that it would be fun to have friends. Under the "7 day steps" tab, I couldn't see my weekly average any longer or my friends and there was a message stating "more fun with friends" The second tab, "messages" states "can't connect to fitbit". My daughter in-law sent me an in app friend request. I saw the message pop up on my phone, but I wasn't able to respond or accept it. The message dissapeared. I have restarted my phone and reinstalled the app several times and my 7 day average and my friends list is still missing.

I would guess that this actually started in October when I got that new message alert that wouldn't go away. I wasn't aware of it until I uninstalled the app. If I had more adroid phones I would personally uninstall and reinstall them all and see if I could replicate the problem. If that isn't it, I have a note 4. Maybe it's just the note 4 with the problem.

Please let me know what you discover, and when a fix is in place.

Thank You.

[Skagirl72]

Any word yet on a fix? I'm not able to invite for challenges and those really help motivate me.

[RobertoME]

Thank you for the update @Skagirl72 and I'm sorry I haven't posted anything recently regard this issue. I was reviewing with my teammates your scenario, and so far thee are no reports this is happening in a large scale. Certainly this is weird and I would like to request screenshots of how it looks your app and how is display your friend list, so we can have a closer look and investigate further.

I tried to replicate the issue on my Android device and the list of friend is not presenting issues, So I'm curious to know more about this so we can find a solution.

If you need to upload screenshots take a look at this post for additional help.

See you around and thank you for your patience.

[MarleyS]

I'm having this same problem and I've also tried uninstalling and reinstalling the app several times, I've logged out of the app and back in, I've restarted my phone repeatedly, I've even tried unpairing the Fitbit, uninstalling the app, restarting my phone, reinstalling the app and pairing the Fitbit again. My husband also got a new Fitbit and phone this week, both items the same model as mine, and is having no problems with his friends list, strangely enough, even though we are in the same place, with the level of internet signal. Everything is working splendidly except my friends list, which continues to tell me through the app that I can't see them because of my internet connection, but my connection is fine and nothing else on my phone (email, web browsing, other apps) is having internet issues.

I uploaded my screenshots here:

https://imgur.com/a/hObeS

[RobertoME]

Hi there @MarleyS, welcome aboard to our Community and thank you for taking the time to share the images. I was reviewing the pictures and certainly this is not an expected behavior. I saw you have tried different solutions on your own but I wonder if you have tried to clear the cache on your phone of the Fitbit app. With some Android devices even when you uninstall the app still is left data of the app on the root of the OS. This happen to other user and this was the solution. If you need more information please take a look to @FeltUp's post.

So if you haven't tried this, go to your Settings > Apps or Apps Manager > Look for the Fitbit app and select Clear data and Clear Cache.

Since you already did this, do not try to unistall the app and reinstalled constantly, since this may caused lost of information. 

Keep me posted how it goes. I'll be around.

[Skagirl72]

This did not correct the problem. My friends list is still missing. I
cannot create challenges or send messages to my friends. I cleared my fit
bit data and cache. I don't understand how this issue can continue
uncorrected for so long. Here are some screen shots. I can see all my
friends on my desktop, but that isn't helpful for me. I need it on my
phone.

Mari

Attempting to recreate my friends list.

[Skagirl72]

Desktop no issues.

[Skagirl72]

Marley,

What phone do you have? I have a Note 4.  Your issues are exactly the same as mine.

Maria

[RickyFitbit]

Hi @Skagirl72 - About how many friends are in your friends list? Have you tried waiting 15-20 seconds for the app to load your friends? Give that a whirl and let me know the outcome.

I hope to hear good news soon from you soon! 

[Skagirl72]

I have 27 friends. I am repeating the process and restarting again.  It has been well over 15-20 sec.  I'll post the screenshot of the 0 data and cache once my phone finishes restarting again.

[Skagirl72]

Just cleared cache and data. Still no friends.

[RickyFitbit]

Hmm.  @Skagirl72 Thanks for providing the screenshot. 

Just to clarify, are the friends in your friends list integrated from Facebook? 

I'll forward this to our specialist for further information. I'm not sure if this is a bug or not, but will let you know tomorrow once I know more information. I'm sorry for this inconvenience. 

Thanks a lot for your patience. 

[Skagirl72]

I don't remember if they are from facebook.  I know for sure some of them were invites through the app itself, but I don't remember all of them.  I have had a fitbit for a few years now.

Maria

[Skagirl72]

I truly believe this all started in October when I had that new message alert that wouldn't go away.  Was there some sort of an update in October?

[MarleyS]

Maria, I'm using a Moto G4. My husband has a G4 as well and has no problems with his friends list. Maddening to not be able to chalk it up to a hardware issue, and I feel badly for these guys, who are trying to help us solve this issue when the only things we have in common are symptoms.

I tried clearing the data and now my Fitbit will not sync and I also still don't have friends on mobile, though like Maria I can see my friends on the website dashboard.

Further information - When my friends cheer me or send other messages, I get a notification on my phone, but when I tap it to check it, it tries to open the Fitbit app and then the app crashes. When I open the app and try to view my friends, it persists in telling me it cannot connect and to check my internet connection, but every other app on my phone (Twitter, Instagram, etc) has no problem accessing the internet. I have left it on the Friends screen for 10+ minutes, they never load, error message about no connectivity remains. I have 4-5 friends total, and I do not use Facebook so they were not added through Facebook, I looked them up by username or email.

Now what?

Edit to add - I fixed my sync problem, I cleared the data again, told my phone's Bluetooth to forget the alta, uninstalled the app, rebooted, waited a few minutes, then reinstalled and now I can sync again, but still have no friends.

[Skagirl72]

Here is an update.  Still not working.  Just installed on my daughters android phone and signed in my account.  Still no friends list on a completely different phone.  Something is wrong with the account itself.

[MarleyS]

Just wanted to update as well that mine hasn't miraculously fixed itself either, I'm still in the same boat, no friends list on the app, but syncing is still working fine.

[Skagirl72]

More data for the fit bit team.  My account worked fine on my husband's iphone.  No issues, friends list available.  One other thing I noticed is that he didn't have the message to view the upcoming changes to the dashboard like I have.  I created a completely new account and that also works fine on my android phone.  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.

Fix to missing friends list without the fibit team fixing the problem would be to create a new account and invite your friends all over again. 😉 Hope that helps anyone else having this issue.