RESOLVED: Android users unable to sync after Samsung Update (8/8/17)

[AlessFitbit]

Fitbit Update: 09/19/2017: 

Hi, Samsung users! It's great to hear you are backing to syncing your Fitbit trackers. Since many of you have confirmed the newest Samsung update for Verizon users on a Samsung Galaxy S5 resolved this syncing issue, I'm going to close this thread.

Please check out this link here on the Verizon website: Samsung Galaxy S® 5 Software Update. They state this update included:

• A fix where the device was unable to connect/pair with some Bluetooth devices.

Thanks everyone for your cooperation while a fix was put in place. If you are not a Samsung Galaxy S5 owner and were not affected by the update from 8/8/17, then give our standard troubleshooting suggestions a try. If anything new pops up in the future, please make sure to open a new topic. 

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Fitbit Update: 09/14/2017: 

Samsung has released a new system update that contains a fix for this syncing/pairing Bluetooth issue from the last update. If you see the update available for your device, please update your phones. Let me know how it goes! I will be around. 

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Fitbit Update: 09/07/2017:

Hey, Samsung users! Thanks so much for patiently waiting while our team investigates this problem with the last Samsung OS update from 8/8/17. I really appreciate the cooperation and willingness to help from everyone. The investigation is still ongoing and continues to be top-priority for our engineers. Thanks for your help while they work hard to have a fix soon! 

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Fitbit Update: 08/24/2017:

Thanks to everyone who has added additional responses! At this point, we have gathered enough information for our engineers to research. It is no longer necessary to provide information about your Android Device/Network. Thanks so much for your cooperation as the Android team keeps investigating what caused this syncing issue with the Samsung update. I'll be sure to keep you all posted!

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Fitbit Update: 08/17/2017: Hi everyone -- Several Android users have reported that their trackers are no longer syncing with their Samsung mobile devices since a Samsung update.

If you're experiencing issues, please provide me with the following answers to the best of your ability so I can get this information over to our Android team who is currently investigating the root cause of this:

1. When did you begin experiencing these syncing issues?
2. What make and model mobile device do you have (Samsung Galaxy S5, S6, Note 6, etc)?
3. What Android OS are you currently running (go to this link from your phone's internet browser to find out)?
4. What phone provider do you have (Verizon, T-Mobile, Sprint, etc)?

Please copy and paste the above questions and your answers into the response.

I appreciate you all for helping out with getting me some answers as well as your continued patience. As a temporary workaround, please sync with an alternative supported device or computer. I promise we are doing everything we can on our end to get you all back to syncing. More updates to come!

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Fitbit Update: 08/10/2017:

Hey everyone! Thanks for reporting this syncing issue since the Android update from 8/8. Our team is currently investigating and I will provide an update when I have information available. In the meantime, I recommend syncing with another mobile device, or through a computer. Thanks again for bringing this to my attention! 

[boggydawggy]

I have the Samsung Galaxy S5.  I also had the update late last Monday night.  I have the old Surge.  I've had it for over a year and a half now.  I was also have the same issues like everyone where it wouldn't sync.  I had done all the steps including uninstalling and installing the app again.  My wife has the same phone as me with the new update, but she has the Blaze and she didn't have any issues with hers.  Last night I got out my Amazon Fire tablet and installed the Fitbit app.  Turned on my bluetooth and was able to pair it.  It took a few minutes, but I was finally able to sync my watch with the tablet.  I had to reboot the tablet and the watch for it to work.  Then I looked at my phone and saw that it finally synced up with that as well.  It was the weirdest thing!  My watch was about an hour and 40 minutes slow, so I didn't wear it all last week because it was so confusing.  Now it's back on track.  Good luck everyone.

[hsano6294]

Colinm39, thanks for posting the link for older versions of the Fitbit software. I could not get v2.54 to install on my Android (Note 4). Were those links for iOS? Thanks!

[GreengirlSF]

Hi. I got the link to work and downloaded version 2.54 on my android
(Samsung Galaxy 5). Syncing still isn't working for me.

[el18]

Mine is syncing now. Didn't do anything, so I guess it's been fixed... thank you.

[Dave-in-Decatur]

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@kceells wrote:

C'mon Fitbit. My Charge 2 is less than a month old and the App was working great until the 8/8 update. Now there is all kinds of glitches within the app, including a crash this morning that logged me out. PLEASE FIX IT, or roll back the update until you get it together. 

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The update in question is not an update of the Fitbit app (v. 2.54 and 2.55 are both failing to sync), but an Android system update put out by Samsung. It has broken Bluetooth connectivity not only with Fitbit but with other types of devices as well. My understanding (based on the message on p. 1 of this thread) is that Fitbit's people are working on a fix from their end, but I imagine it would be hard for them to say how soon it could be fixed (if at all), since they didn't cause the problem.

[Karen1962]

Can't sync on my Samsung or IPhone so it's definitely not a phone problem

[Dave-in-Decatur]

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@Cabugao wrote:

Just got a Garmin too today with all this mess. Already liking it's capabilities better but I get what you mean by all your friends and the challenged at my work. We'll just have to get them on the Garmin bandwagon. Trouble is, most of the JUST bought their fitbits. Wonder if they started having syncing issues over the weekend. They'll be bummed that I won't be there on the work week hustle challenge board but fitbit has become crap as well as their service

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Cabugao, I hope this (and/or the Vivo you sent a pic of earlier) works for you. On the Verizon forums, there are people reporting that the Samsung update broke Bluetooth syncing for those devices too. Please let us know here if you run into problems, though I truly hope you will not.

[Dave-in-Decatur]

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@Karen1962 wrote:

Can't sync on my Samsung or IPhone so it's definitely not a phone problem

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I suspect that this thread has attracted people having problems caused by a variety of different issues. Some of us are definitely having a sync problem caused by a recent Samsung Android system update. But if it's not working on iPhone either, then that may be a separate issue. Not really any help to you, I know! But there are some problems going on that do seem to be device-specific, or at least manufacturer-specific.

[PickleballLinda]

I removed the Fitbit app from my Samsung 5s, recharged the fitbit and can now sync with my desktop.  Still no luck with my phone.  Good luck.

[Cabugao]

@Dave-in-Decatur bluetooth was working fine with other devices. Didn't work with Blazeb right out of the box I bought on Saturday. Bought the Garmin and BT worked fine with that. So, it's not just as samsung verizon bluetooth as we tried everything on my husband's iPhone as well and same results

[JayLatko]

That's why I have stuck it out with Fitbit, I've been with them for over 3
years and every time there has been an issue like this I have always been
able to still sync with my desktop 😆

[Cabugao]

@JayLatko well I tried syncing my surge with my desktop thru the dongle and bluetooth on there and it still didn't sync. And thru all their issues, the facT that their products (like the bands) rarely last a year on many occasions that I've read, not worth the hassle 

[Littlewendy]

If you only have the one mobile and no computer ??? Can't sync on anything else 😡

[firewalker80]

This is definitely an issue with the Verizon S5 software update that came in early August. I develop an application that works with Bluetooth Low energy. After the update we're unable to connect our devices and no workarounds have been found.

Many Bluetooth Low Energy (BLE) devices are being effected by this including:
Fitbit and Garmin

Square contactless reader

Polar H10 Heart Rate, and Garmin

Vivofit 2

Fitbit not working with note 4

I suggest you take your anger and direct it at samsung and verizon for releasing this update without testing it with BLE.

[DBNewbie_2007]

FYI, having similar problem with my Fitbit Surge. Last sync on my Samsung Galaxy S5 from my Surge was 8/4 at 12:04pm... Verizon update G900VVRU2DQF2 (software version MMB29M.G900VVRU2DQF2) on 8/4 at 1:30pm... no syncs since then. All other blue tooth devices are working fine. Ran through all of the troubleshooting... nothing worked. Syncs have been working fine for over a year before the Verizon update.

[Cabugao]

@firewalker80 verizon iPhone AND Samsung didn't sync to fitbit. Fitbit didn't sync to desktop with dongle nor desktop's bluetooth. Ran out and bought new blaze and Saturday and it didnt work for any of them either. Wouldn't even pair to set up. Then Sunday I bought the Garmin VivoactiveHR. Works just fine on desktop, verizon samsung and didn't even try the verizon iphone.

[Snicklefritz]

Same problem.  

[JayLatko]

Sorry to hear about that, I have been successfully syncing on the desktop
every day since this "crash". Whenever there has been an issue with the
phone app over the years I have always been able to sync through the
dongle. Do you have the most current version of Fitbit on your desktop?

[Littlewendy]

I don't own a dsktop only a mobile . Prior to this I had a jawbone tracker and it was fab ! Wish I hadn't spent so much money on the surge now . 😒

Get Outlook for Android

[JayLatko]

The Fitbit app will allow you to manually enter data/excersizes. If you
push the plus sign on the bottom right side of the app it will open a menu.
Hit the track exercise button and then "Log Previous". You can manually
enter the data off your surge at the end of each day till they figure this
out!

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*Jay*