Not syncing after phone update

[Hparky88]

My phone (Samsung Galaxy S9) ran an update on 5th February. And since then I am unable to sync my Fitbit Flex 2. Prior to this update i have never had any problems. I have tried restarting my phone, restarting my Fitbit, said yes to all permissions, un-paired and then re-paired to bluetooth, turned GPS off and back on again. I don't know what else to try. Very frustrating

[LanuzaFitbit]

Welcome to the Forums @Hparky88.

Thanks for sharing those details and the steps that you have tried so far. 

In this case I'd like to ask some questions:

• Was the update an update for the app or for the phone itself?
• Is your S9 running Android 9 or other version? If other, which one?

In the meantime I'd recommend that you try to follow some of the steps listed in this help article. While you have already tried some of the steps, please give it another try in the order that shows up in there.

Look forward to your reply.

[Hparky88]

Hi, thank you for responding. It was a phone update The version it is now
running on is G960FXXU2CSA2/G960FOXM2CSA2/G960FXXU2CRLI. Size: 1751034 MB.
Security patch level: 1 January 20219

[JoeyG.]

I am using Android 9. I have tried every "fix" that has been listed in these forums. I do not want to sync it with any other device but this phone, so I shouldn't have to do so. It worked fine before the Android update I did 2-3days ago. Now I get nothing, and have probably lost all my prior data from 2017 on because of this issue.

[Hparky88]

Same for me. It's so frustrating

[Rich_Laue]

If the phone is been updated, then your current Fitbit app may not be compatable with your last update.

My suggestion would be to uninstall the Fitbit app and install a fresh copy from the play store.

Part of the Fitbit app gets embedded into the OS

[LanuzaFitbit]

Hello @Hparky88, @JoeyG., and @Rich_Laue.

@Hparky88 and @JoeyG., please do try the uninstall and reinstall that @Rich_Laue suggested. 

If so, please keep us posted on how it goes and let us know if the issue persists. 

Look forward to your reply.

[JoePaul]

I  have tried everything....uninstalled the app and the FITBIT ...reinstalled everything.....still will not sync with my phone. I have now lost all my data, since I had to uninstall the ZIP from my account.

WHEN IS THIS GOING TO BE CORRECTED?

[Rich_Laue]

@JoePaul have you setup your tracker, this needs to be done before it will sync.

No you should not have removed the tracker from your Fitbit account. And no you haven't lost all your date. Data can only be removed by Fitbit support. However if there is no tracker or mobile Trax connected, you do not have any way to track steps and this role has temporary been removed.

Adding mobile track or a Fitbit to your account will bring back the steps.

[LanuzaFitbit]

Hello @Rich_Laue and @JoePaul.

We'll be happy to help you @JoePaul

Like @Rich_Laue mentioned, I'd recommend that you try to follow the steps listed in this help article to set up your Fitbit and that should do the job.

Let me know if you have any further questions.

[JoePaul]

Rich....I have followed every..every solution, that your esteemed group of moderators have suggested...

Deleted the app from my phone and reinstalled it....two or three times.

Deleted my Fitbit Zip from that same app, and tried to reinstall it to my phone.....it will not sync.....it will not recognize my Zip with the Application.

In reading all of these blogs and forums, it appears that Fitbit does not want to solve this problem for their patrons.

My Zip continues to work, however I cannot get the full functionality when it won't sync with my phone.

Its relatively simple.....fix the Fitbit App, so that your product works with Android phones, as it did before.

Sorry Rich.....if you work for Fitbit, then that anger is directed to you.......If you are just another Fitbit user who was adding a suggestion, I apologize. My Zip worked perfectly fine with my phone prior to the Pie update. My tracker is set up, as I have been using it for 2 years now. I used moderator's suggestions to reinstall the ap...reinstall the Fitbit...changed my underwear.....spit into the wind.......etc.....But the Zip will not sync with my Samsung 9 since the android update was installed, and Fitbit has spent 6 months having moderators send out useless “ fixes” for the problem.

Moderator Edition: Format

[Rich_Laue]

Just click on or mouse over that 2-tone icon in my post to see my relationship with Fitbit.

Normally when a phone gets updated and the Fitbit is having problems, I recommend removing the app and install fresh. This is because part of the app gets installed deeply into the OS.

With the latest Android app, most people are not having problems, but there are some people that are, and their problems seen to be a lot more comfortable persistent. I think your issues where introduced with the latest app update, not the phone update.

As for removing a non syncing tracker from the Fitbit app, this is only removing from The users account, normally at best this step will do nothing, but normally simply, as you found out, make things worse.

Before we will be able to sync we needed to add the tracker to your Fitbit account. I'm not sure if this has been done yet. Is this correct?

Have you removed the zip from the Bluetooth menu?

I would also clear the phones cache this should also clear the cache of the apps.

Clear the Fitbit app data and restart the phone.

Now try a setup.

[JoePaul]

I guess I am not typing in English, or maybe I am typing too fast for you to comprehend what I am saying. Let me go slower.

A...I own a cell phone..Samsung Galaxy 9

B...I received a FITBIT ZIP.

C...I installed the FITBIT APP to my cellphone.

D...I added my FITBIT ZIP to my account, and my phone and my ZIP WERE COMMUNICATING......Happy for over a year.......

E.... My phone receives an update.   ANDROID PIE......As soon as this update is loaded to my phone, the phone and my ZIP CANNOT COMMUNICATE. My ZIP works fine by itself, but my phone does not recognize it at all. 

F...I come to the FITBIT help page, see that I am not the only one having this SAME PROBLEM, and join in the forums to look for a solution. 

G....At the advice of moderators, I have uninstalled and reinstalled the FITBIT app....several times. I have deleted my FITBIT from my account, and tried to reinstall it.......IT DOES NOT COMMUNICATE WITH MY PHONE. I can’t add it to my account, because it does not communicate. 

I have followed your links, and it brings my back to the same “How to add a FITBIT to your account........

[Jomby]

My J7 won't sinc either since 5Feb19.

[Hparky88]

Exactly the same. Have tried everything, have explained that I have tried
everything but still no solution has been given to this problem. 2 weeks
since I updated my phone

[Rich_Laue]

As I mentioned above, we have to fix the sync problem then we can setup the tracker.

I'll repeat, never remove s non-syncing tracker from your Fitbit account. Doing this will only make matters worse.

With the latest app, some users are having major problems, I am one of them, S8 phone, and out of frustration have gone back to version 2.82.

My last paragraph has steps that have helped me and others, and these steps are not the common requested steps to try. I also found that I had to do one or all of them every time I wanted to sync the tracker, with sometimes up to 48 hours between syncs and never in 5 years have removed the tracker from my account because of a sync issue.

[JoePaul]

I understand that, but since it was a hint from one of the moderators, I figured it would work....silly me. 

Thanks again for your attention to this matter

[LanuzaFitbit]

Hello @JoePaul, @Hparky88  and @Rich_Laue. Welcome to the Forums @Jomby.

Thanks for sharing your experiences on the matter.

I'd like to let you know that our team is aware of a situation that is causing syncing issues with phones running Android 9. Our team is looking into it and we'll let everyone know whenever there are any updates.

If your phone is not running Android 9, please let me know about it so that we can look into other alternatives as to what is going on.

Let me know if you have any further questions.

[Rich_Laue]

I'm still on version 8 @LanuzaFitbit syncing has been so frustrating for the last three weeks, I down graded to 2.85 after it took 70 hours of troubleshooting to get a sync to occur. it has been nine days and only once I cleared cache to resolve a sync issue.

I'm going to update the app this morning and we will see what happens. I'm on 2.88 beta and it did sync.

[LanuzaFitbit]

Hello @Rich_Laue.

Thanks for bringing everything you have tried up. 

Please do keep me posted on how it goes after the update. I'd like to take an eye on this situation.

Feel free to let me know if you have any further questions.