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! 

[Fitness_Walker]

A Fitbit update or phone update?

[Slambo]

Hi Bre27,

According to my last direct email from Fitbit last night, they do not have an expected time frame to fix the syncing issue.

[Sansan57]

Any luck with this? 

[Bre27]

A Samsung phone update...

[el18]

Thanks for the advice. I did that for one day, but now it's fixed and it syncs properly. 


Sent from my Verizon 4G LTE smartphone

[el18]

Thanks for the advice. I did that for one day, but now it's fixed and it syncs properly. 


Sent from my Verizon 4G LTE smartphone

[Chessie03]

Any new info on Android app and not syncing?  Miss getting my updates!

Thank you.

[LeeTeeinAZ]

Hi GreengirlSF - my laptop does have bluetooth capability, and so that's why it's working for me.

[Amy1478]

When is a fix coming out for this issue? Its been over a week and I still can not synch. I am now having issues synching to my iphone so I don't have any other devices to synch to.  My healthcare premiums are based on my physical activity which are tracked using my Fitbit and since it won't synch it looks like I am not active therefore potentially increasing my health insurance in the long term. 

[Mcmom]

Same boat as you...would love to know how to resolve the sync issue. 

[Dave-in-Decatur]

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@Lawbabie wrote:

Was having that problem (couldn't synch Charge 2 to android phone) after the update also.  So frustrating!!!  Luckily, they seem to have released an update today that fixed it.  I'm turning off auto updates in the Google Play store so I don't have this issue in the future.  If they make a significant enough update that it's worth the risk, I can manually update the app.

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Do you mean a Fitbit app update? I just checked Google Play, and it still shows the same non-syncing v. 2.5.5 that I have. Did you find a more recent version? Anxious minds want to know! 

[Dave-in-Decatur]

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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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Also on this thread: https://community.verizonwireless.com/thread/936180. The most recent comment from a VZW rep there is, quote, "We are happy to help you troubleshoot your device here, however, if your concern is with the OS on your device I do suggest that you reach out to the manufacture and or developer. The OS is outside the scope of our support, while we are happy to help you troubleshoot, we do not create them." So kicking the can in Samsung's direction; but Samsung has their can-proof shields up.

[Etain]

I called and talked to a very nice young woman. She got one of the engineers, and I learned that yes, we just have to be patient. They're working on it. Two days later I received an email, so I'm being patient! Besides, at least for me, it's not a life or death issue😅 only an inconvenience 

[eculbertson]

For those with the option to sync with a computer, I have found that in order for it to sync, I have to plug my One into the charging dongle (which is plugged into a power source) and press the button for about 15 seconds until the device turns off.  Take it out of the dongle, press the button for a couple of seconds until it turns back on, and then using the usb sync dongle, it will sync.

This must be done each time I want to sync with my pc.  I have yet to do this once and then have it sync again without doing the above.  A PITA, but it works so maybe give that a try if the option is available to you.

[Wlogue]

Nothing has been done



Sent from my Verizon 4G LTE smartphone

[Wlogue]

Nothing has been done



Sent from my Verizon 4G LTE smartphone

[LinnieBinnie]

I have a Flex and a Windows 10 laptop running the FitBit app. Once I got
them connected (it took a bit of trying - both the dongle and the tracker
have to show up in the Bluetooth settings), it now syncs every time I open
the app.

And, before I got set up with the laptop, I had two random syncs from the
Flex to my Galaxy S5 phone in the midst of all those "cannot find tracker"
messages. Don't know why on those two occasions it could find the
tracker... But, for now, I've taken the app off my phone because it
interferes with the Windows 10 app and disrupts the syncing there (says the
tracker is connected to another device) forcing me to reset the tracker to
connect back to the Windows 10 app.

[zinasman1]

Spoke to Verizon rep. She recommended to go to any Best Buy location and see a Samsung rep who will roll back the last update that caused the syncing issue.

There is no charge for this request.

[zinasman1]

Hi Jogger,

Verizon has no idea when this issue will be corrected. Verizon said this issue will be brought to Samsungs attention. There is no date when Samsung will prepare a new update, that’s why they suggested a roll back on the last update.

Sent from Mail for Windows 10

[zinasman1]

Hi Jogger,

Verizon has no idea when this issue will be corrected. Verizon said this issue will be brought to Samsungs attention. There is no date when Samsung will prepare a new update, that’s why they suggested a roll back on the last update.

Sent from Mail for Windows 10