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! 

[JayLatko]

I got the S5 and a Zip. I can still sync with Windows 7 and a Galaxy Tab 4,
one of the few times that old tech works best!

[JayLatko]

I got the S5 and a Zip. I can still sync with Windows 7 and a Galaxy Tab 4,
one of the few times that old tech works best!

[SunsetRunner]

At some point in time my One must have synced with something because I now have data for the 13th.  But I sure don't know when it happened because every time I try to sync, I get message that the tracker cannot be found--happens on Windows 10 desktop, Galaxy S7 and Samsung tab.  This is really beginning to get very irritating.  Like many others, the company I work for has incentives for tracking steps.  I'm missing out on some money here, folks!  I may have to follow others and switch to Garmin.  Granted, it won't sync with work, but I can add steps manually.  I wouldn't mind that nearly as much as doing it from my One that's SUPPOSED to sync!

[JayLatko]

I think Fitbit will work this out, I've been with them for 3+ years with my Zip and have been through syncing issues like this before, which were all eventually solved. Fitbit programers are possibly getting the same arrogance from Samsung as you fell victim too!

[TacoBelle]

I have found that if I put my flex into the USB charger and do a reset (paperclip into the hole in the back side for 3-4 seconds), mine will sync through the dongle. But I have to do it each time or maybe every few times. The tracker is still keeping track of my steps even when I can't sync it. The info comes through when I finally do sync...even a couple of days later. Not ideal, but at least it's there when things get straightened out finally. It's been a week... hopefully they figure out a solution soon.

[hsano6294]

I hope you're able to resolve this issue soon. I'm unable to synch my Flex through my Note 4, either of my two MacBook Pros (2007 and 2014), or Windows 7 desktop. Please keep us updated.

[stpierce]

This is obviously an issue created when the android ROM updated. Why is it everyone is looking for FitBit to fix the issue? It makes more sense to ask Verizon to release a new patch to address the issue.

[Colinm39]

@stpierce That's what I have been saying.  I'm having no issues, my Fitbit One is always syncing to my PC and the Blaze always syncs when I open the Android app. With Samsung having 30% of the Smartphone market we have to put up with the Fitbit complaints because it was unfortunate that Samsung and Fitbit updated at the same time.

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@stpierce wrote:

This is obviously an issue created when the android ROM updated. Why is it everyone is looking for FitBit to fix the issue? It makes more sense to ask Verizon to release a new patch to address the issue.

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[Tzimmerman]

This last post was a week ago is anything being done about this?

[stpierce]

There are many people on the Verizon site hammering them for a fix.  https://community.verizonwireless.com/thread/936098?start=10&tstart=0

[stpierce]

the last post was seconds ago, this isn't a fitbit software issue. It may be possible they can adjust their code to compensate for the issue with the Andriod ROM update issue, however many other devices still sink without any issues.

[LeeTeeinAZ]

I tried the fix posted by LyndaAnello, but afterwards I still got "tracker not found" in the app on my Samsung Galaxy S5. I've been sync'ing my Fitbit One with my Windows10 laptop, and frankly it syncs much faster there anyway.

I can sync my phone with other bluetooth devices. They show up in the list of paired devices. Curiously, my Fitbit never shows up as a paired device, so all I can assume is that it uses bluetooth differently somehow. I also have one other device that also syncs with an app and also doesn't appear in the list of paired devices, and it too has not been able to sync since the Samsung/Android upgrade on 08/07/2017.

[Colinm39]

@stpierce Great to get the facts out there.

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@stpierce wrote:

There are many people on the Verizon site hammering them for a fix.  https://community.verizonwireless.com/thread/936098?start=10&tstart=0

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[JessicaRenee104]

Same problem with my Zip, since Aug. 8thish....

[GreengirlSF]

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@LeeTeeinAZ wrote:

I tried the fix posted by LyndaAnello, but afterwards I still got "tracker not found" in the app on my Samsung Galaxy S5. I've been sync'ing my Fitbit One with my Windows10 laptop, and frankly it syncs much faster there anyway.

I can sync my phone with other bluetooth devices. They show up in the list of paired devices. Curiously, my Fitbit never shows up as a paired device, so all I can assume is that it uses bluetooth differently somehow. I also have one other device that also syncs with an app and also doesn't appear in the list of paired devices, and it too has not been able to sync since the Samsung/Android upgrade on 08/07/2017.

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HI LeeTeeinAZ:

I can't seem to get it to sync using the dongle on my Windows 10 laptop. Do you have to turn on Bluetooth on your pc? I don't have Bluetooth on my pc but I'm pretty sure I had synced prior to Windows 10, probably Windows 7. What do you think?

[Jsbcuz]

I've been thinking this same thing

[Jsbcuz]

I've been thinking this same thing

[JayLatko]

 Fitbit has to create another update to work with the Verizon/ Samsung operating system change. I know they are working on it because they had me send in a bug log from my phone (Galaxy S5) to try to help diagnose the Bluetooth issue. Verizon or Samsung doesn't care if your fitbit is syncing, its not their product,  they want you to buy another NEW $600 phone that will work better and faster!

[GreengirlSF]

I got it to work. I think I wasn't patient enough before. I followed these instructions:

1. Plug your tracker into the charging cable, which needs to be connected to your computer. Please make sure that the gold dots on your tracker align with the gold contacts in the inside of the charger. When you hear a click, you will know your One is in the charging cable properly. 
2. Hold down the button on your tracker for 12 seconds.
3. Remove your tracker from the charging cable. 
4. Press the button on your tracker until the screen lights up. 

Then I plugged in the dongle, went to the Fitbit Windows 10 app and attempted to sync. It worked on the 3rd try! I think I just gave up to early.

Now I have a back up until the Android/Verizon/Fitbit issue is fixed. Whew!

[soccamma51]

Hmmm, that explains my syncing problems...they began again after the latest Android update. 

Thanks for these forums!