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!

---

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.

---

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.

[C.R.]

I have tried all the above.

[C.R.]

Exactly!

[ErickFitbit]

Hi everyone -- Our team is aware of the issue with updating stats on the new Dashboard. You can follow my recommendations and updates for this issue here. Thank you for the reports and feedback!

[Kjc50]

I have tried all these things .

[C.R.]

They told me that it was my phone, & ended with telling me that there was nothing else to be done, I was getting ready to send it back for a refund.

[ErickFitbit]

@Kjc50 What do you see when you temporarily switch back to the old Dashboard? 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.

Hope doing that will help complete your sync.

[Kjc50]

I am on the old dashboard .

[C.R.]

I have tried turning off & on the Bluetooth, I have disconnected and reconnected.

[ctd70]

I am having a similar issue except it is with the old dashboard. My fitbit app hasnt synced successfully in 3 days. I always get a message stating it wasnt able to connect with live data. How can i resolve this issue?

[tibetrin]

I've received more communication from fitbit. I apologize if this is a repeat message from me. If your OS is now Marshmallow, you have to give permission for the fitbit app (either dashboard) permission to run with the new OS update. I'm going to investigate just how to do it. Because, of course, fitbit didn't give me any suggestions, help, or instructions.



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

[Kjc50]

I don't know what my OS is. My daughter has an iPhone and hers doesn't
work either .

[USAF-Larry]

@tibetrin- If you have Android 6.0 Marshmallow, you must go into Settings, Location, and enable Location Services.  Google requires Location Services to be enabled in order to use Bluetooth to sync the Fitbit tracker.

[tibetrin]

@USAF-Larry I made sure the location settings were on but it still tells me Tracker Not Found.
Any other suggestions?



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

[RealtorGerri]

After reading all of these posts, it seems that the new dashboard has created a lot of user problems. I wish that Fitbit would have their tech support staff tell everyone that it is a Fitbit issue, that they are working on to resolve instead of making us jump through all these hoops, when nothing is being resolved. At least people who haven't explored this website won't waste more time on the phone for no reason. Fitbit people: Get us synced, up and running already !! No pun intended!

[tibetrin]

Larry, I tried your suggestion with my marshmallow OS. I'm still told tracker not found. Any other suggestions? Neither dashboard will sync for me.

[NeilAndrew]

I have noticed that it is slow but it does update.  Just a little patience is needed.

[USAF-Larry]

---

@tibetrin wrote:
Larry, I tried your suggestion with my marshmallow OS. I'm still told tracker not found. Any other suggestions? Neither dashboard will sync for me.

---

Sorry I wasn't able to reply sooner, @tibetrin, but I went to bed last night before seeing your post.

The only other suggestion I can offer, is to make sure you do not have a Bluetooth conflict that is causing the phone to not connect to the tracker.  As an example, if I am using the laptop and have the Fitbit Dongle inserted into the USB port, and I try to sync the Charge 2 with my HTC One phone it will often tell me that it cannot find the tracker. If I then pull the dongle out of the USB port and try to re-sync with the HTC One phone, it will sync almost immediately.  I have found the same problem if I have my ZTE tablet next to my HTC phone, the phone won't sync with the tracker until I separate the two devices.

So, make sure you don't have any other devices trying to use the same Bluetooth channel on the tracker to see if that helps.

[USAF-Larry]

---

@RealtorGerri wrote:
After reading all of these posts, it seems that the new dashboard has created a lot of user problems. I wish that Fitbit would have their tech support staff tell everyone that it is a Fitbit issue....

---

I agree that a number of people are experiencing problems with syncing their tracker, but I am not sure they need to "tell everyone" that it is a problem. I have not experienced any problems with syncing either my Charge 2 nor my Charge HR with the new dashboard, and of the millions of trackers sold and in use, I am sure quite a few others are syncing on a regular basis.

That, of course, does not detract from the fact that you are having problems and need to have a resolution. I hope you are able to resolve the problems and get your tracker syncing on a regular basis.  If you can detail the exact problem you are having, perhaps there is a solution that others can offer.

[RealtorGerri]

I am happy to hear that you are not experiencing the problems that many of us are having. Perhaps I should have been more explicit in my answer. When I said "tell everyone", I meant for everyone on  the Fitbit Community Boards to write in so that Fitbit would aggressively be trying  to resolve these problems.  I just received an email from Tech Support suggesting that I do a factory reset to resolve the problem. I already tried that before calling them yesterday, ( and didnt think to come to this website).  I think that if the IT Dept communicated with the Support Dept to let them know what was happening, a lot of people wouldnt have their time wasted, just to be told, like I was, that it's my phone and not my Fitbit, after both had been working correctly for the past year.

[tibetrin]

Hi Larry,

No other devices in home.



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