RESOLVED 02/28/17: New Dashboard is not updating stats after sync

[ErickFitbit]

Fitbit Update 02/28/2017: As this issue was resolved with the release of the Fitbit app for Android, version 2.41 I will be closing this thread.

If you run into this issue in a new instance, please create a new post in the Android board and reference this thread. Thank you!

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Fitbit Update 01/26/2017: We've just released the Fitbit app for Android, version 2.41 which includes a fix for the issue where the new Dashboard is not updating stats after sync.

Please update to the latest version of the app and let me know if the issue has been resolved for you. Looking forward to hearing your updates! Thanks for the continued patience.

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Fitbit Update 11/21/2016: Some Android users who have opted-in to the new Android Dashboard redesign experience have reported that their Dashboard is not updating their steps and other stats after a successful sync. 

Our Android team is aware of this issue with the preview and is currently investigating the root cause. In the meantime, I recommend logging into the Fitbit.com online Dashboard, completing a sync, and confirming that your step activity is updating in the activity log tab.

In addition, you can temporarily switch back to the old Dashboard to see instant updates. To do so, follow these steps:

1. Click on the "Account Tab" in the new Dashboard design.
2. Scroll down to the bottom and select the "Advanced Settings" option.
3. Click on "Switch back to the Dashboard" button at the top.

I will be sharing status updates here, so keep an eye out for more news.

[Rhondabirch]

Mine has not updated since Nov 24...

[tibetrin]

@Kjc50
Were you having an issue with the flex? I remember seeing a post but cannot find it in my emails now.
There was an issue with no button. Here is what I found for the flex and to reset/restart.

http://help.fitbit.com/articles/en_US/Help_article/1186/?l=en_US&p=flex&fs=Search&pn=1



Happy Connecting. Sent from my Sprint Samsung Galaxy S® 5

[ZhuFitbit]

Hi Everyone,

I want to clarify the issues reported in this thread: 

1. The syncs are successful and stats are updated on the old dashboard, and not the new one.

2. The syncs are unsuccessful regardless of which dashboard you're using. And the syncing issues started with the latest app update.

We are investigating specifically issue 1 and would like more information:

1. A video (if possible?)

2. Date and time of sync when you noticed the stats on the new dashboard didn't update.

3. How many step are on your tracker at the time of sync?

4. How many steps are displayed on the New Dashboard after the sync has completed?

5. How many steps are displayed on the Old Dashboard after the sync has completed?

6. How did you sync? - Did you pull to sync, manually sync, simply, opened the app to trigger a sync.

7. Do you have all day sync turned on/off?

8. Are you syncing from the new dashboard, then switching back to the old version? Or are you syncing from the old version and switching into the new version?

If you're affected by issue 2 where you're unable to sync at all, try the troubleshooting steps for Android phones. Also: 

1. Android 6.0 and 7.0 users, make sure you have permissions for the Fitbit app enabled and Location is turned on. 

2. Check to see you're not syncing with any other mobile device. If you're using multiple devices, take a look at this help article which explains why Fitbit trackers can only bond with one device at a time.

Hope this is helpful and look forward to getting more information!

Thanks,

Zhu

[NeilAndrew]

My syncs are always successful. I am using the updated dashboard exclusively and simply open the app to sync. The only issue appears to be a delay in the data updating on the dashboard. One thing I note is that when I check the friends page the steps record pretty quickly while the dashboard page seems to take time. The other apps seem to also update. For example my 250 steps per hour will update and show I’ve met the goal while the steps do not show on the steps icon.

So in summary, there simply seems to be a delay (a minute or two at the most) before the steps on the dashboard register.

Moderator edit: removed personal info

[ZhuFitbit]

Thanks @NeilAndrew

Do you have an example of a sync time I can look at?

[NeilAndrew]

I wouldn’t know how to give that to you. The time for the sync icon on the top right of the screen to turn green is less than 20 seconds. The 250 step per hour updates at the same time. It’s only the actual number of steps displayed that is delayed. Typically I would say it is within at least one minute, sometimes it appears a bit more. I have never actually measured it. My measure is my screen fade on the phone. Most often it will update before the fade and occasionally it’s after the fade. I have a Motorala Droid Max so whatever the factory set is on the screen fade would be the measure.

Moderator edit: personal info removed

[USAF-Larry]

I am seeing the same thing, @NeilAndrew. I think the dashboard update delay is mostly an Android screen refresh issue, but I am not sure about that. 

BTW, I would suggest you edit your post and remove the personal information from it.

[RealtorGerri]

Hi Zhu,

I went into my phone to make sure the phone and location permissions were on, and they were.  I am attaching the photos of when I try to pair the Charge HR. The only thing I couldnt take a screen shot of, is when it says it  can not connect. Dont know if this will be helpful or not.

[ZhuFitbit]

@NeilAndrew

Sorry, for the confusion. I think I need to clarify the questions I'm asking: 

1. What is the actual time when you are syncing? (the time on your phone). 

2. How many steps are on your tracker during this sync?

3. What does the new dashboard show for your step count post the sync? 

4. What does the old dashboard show for your step count post the sync?

[NeilAndrew]

I am not using the old dashboard at all nor am I closely monitoring the time sorry. All I know is that my tracker and the dashboard eventually show the same number of steps. One my last two syncs one took about 10 seconds after connection and the second took about a minute after the connection.

Moderator edit: removed personal info

[gdio53]

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@RealtorGerri wrote:

Hi Zhu,

I went into my phone to make sure the phone and location permissions were on, and they were.  I am attaching the photos of when I try to pair the Charge HR. The only thing I couldnt take a screen shot of, is when it says it  can not connect. Dont know if this will be helpful or not.

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@RealtorGerri

You don't pair the tracker from the phone's bluetooth settings, you need to set it up using the Android App.

If you're using the old dahboard:

1. On the Fitbit app for Android dashboard, tap the menu icon in the top left corner.
2. Tap Devices.
3. Tap the + icon in the top right corner.
4. If you're replacing a tracker, tap the tracker you want to replace. ...

If you're using the new dashboard:

1. On the Fitbit app for Android dashboard, tap the Account icon in the bottom right corner
2. Tap + Setup a device
3. If you're replacing a tracker, tap the tracker you want to replace. ..

[RealtorGerri]

The app is showing my fitbit, it's taking a verrrrrrrrrrry long time to sync, and when is finished syncing its givng me a red circle w/explanation point.  

[ZhuFitbit]

@RealtorGerri

Hi - from the screenshots, I am not seeing an indication that location services have been turned on. 

Could you check for the following:

1. Make sure you have permissions enabled to allow the Fitbit app to access your location.

2. Make sure you turn on Location settings.

Here's a link to a post on how to do that on your Android phone.

Additionally, try restarting your Charge HR and your phone before attempting to sync.

You should be able to initiate syncing directly from your Fitbit app. You do not need to attempt to pair Charge HR through the Bluetooth settings. (Doing so, it's expected to throw an error).

[ZhuFitbit]

Hi @RealtorGerri - I sent you a PM.

[Sweetoutcast]

I have tried the above recommendations. Even on the website, my step tracker does not update. And on the old preview on the app, I have a similar experience. The Fitbit itself is tracking the steps as shown by the increasing of the dots.

[ctd70]

My Fit Bit app hasnt synced since November 25th .....the date changes but that is all. I get a message saying it cant connect to live data and occasionally I get a message that says sync has been scheduled and will start soon. It has yet to sync. This is ridiculous. How can this be fixed?

[KealyPa]

I am having the same issue but nothing is working. I tried changing back to the old dashboard, I tried logging into fitbit.com, and I've tried updating the app. My app keeps telling me that my device cannot be found...but it's sitting right on top of my phone.  Location and permission is ON and WiFi and data are otherwise working fine. Very frustrating as I am in the middle of a workweek challenge. Don't know what to do.

[USAF-Larry]

@KealyPa, Have you checked the app Device settings for Call and Text Notifications has Enable Notification Widget is enabled? 

[KealyPa]

No I haven't checked that as I have always kept that turned off. I prefer not to get notifications on my fitbit. It never seemed to effect it prior to now. Perhaps it's different with the new dashboard??? I don't know. I will certainly give it a try. I did to turning my phone off and back on again. It worked for the old dashboard but the new dashboard is still not displaying my updated stats. Thank you for the help!!!

[USAF-Larry]

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@KealyPa wrote:

No I haven't checked that as I have always kept that turned off. I prefer not to get notifications on my fitbit. It never seemed to effect it prior to now.

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You don't have to turn on notifications, @KealyPa, just turn on Enable Notification Widget. I have all of the notifications for Call, Text, and Calendar disabled.  I never has this problem before either, but lately if I don't turn on the Enable Notification Widget on my Android phone it will not sync with the tracker - it keeps saying Device Not Found.