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. 

---

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. 

---

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! 

---

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!

---

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!

---

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! 

[Jane80]

Hi,
My phone is is a Huawei. and my fit bit is an Alta,
I uninstalled the fitbit app twice so see if it was my phone not working
properly, but now realise of course it was the update that causing the
trouble, so will wait till the fix is done.









a

[Dave-in-Decatur]

---

@Amplified wrote:

Galaxy S5 owner.  What's taking so long on this issue?  You'd think a company as big as fitbit would be working day and night to try to resolve this issue.  It's been over a week.

This seems like a purge of Flex users.  "Hey, we're sorry your Flex very suddenly stopped working, but here's a coupon on an upgraded model!"  My Flex is less than 2 years old.

I'll give it a few more days.  If it doesn't get resolved soon, I'll never spend another dime on this company ever again. 

---

The thing is, it's more than just Flexes having the problem. I'm also surprised it's taking so long to fix, but the fact is we don't know what the technical  problem is. It's possible that they have to pry information out of Samsung, for instance, before they even know what needs to be changed in the Fitbit app. Or they're all out chasing squirrels.  Who knows? But I'm betting that whatever got messed up (possibly something in both the Samsung Android update and a Fitbit app update) is proving to be complicated.

EDIT: It's also more than just Fitbit devices. On a Verizon forum, someone reports that their Flic buttons also have problems, and that Flic is telling them that the Verizon update killed off the Blue Tooth Low Energy connections on their Samsung phone. I've seen that referenced as the problem elsewhere as well. But I suspect that, though Verizon is one of the main distributors of this "update," it originates with Samsung. If not with the Great Google, Progenitor of Android.

[Mja2001]

I don't know if this will help tech support- but for an INSTANT, just as my Fitbit ONE powers up, when I try to "add new device" in the Fitbit app, it does see that my One is present. However it seems to then lose whatever ability to see my One or Zip that it had for that split-second.

The Samsung update broke the way the app works, I don't hold Fitbit accountable for that, however I'll move to a more universal tracking platform if a fix can't be engineered faster than 10 days in the future. Especially since I'm not using some generic phone but a major market player. A fix for things like this should be released in 3 business days, not 10+. Given you can see when hundreds and thousands of users stop syncing all of a sudden for many, many days, all using the same phone/device/brand (assuming your app collects basic user data like that), and compound that with tickets coming in from the user forum, a proactive email should've gone out to all those possibly affected letting people know you're aware of the issue.

If you want to be a major player, you need to communicate like one. My $0.02

[KellieColins]

That is the thing. Fitbit should be working day and night to fix this
issue. Very disappointed.

[KellieColins]

That is the thing. Fitbit should be working day and night on this issue and it should have been resolved by now. I am with you. I am ready to move on to another company!

[TXAnneV]

On Dashboard again this morning:  You haven't synced lately.  Need help?

Wellllll....it's been a week....and nothing....so.......

[SunsetRunner]

I reported this the morning of 8/08 and specifically mentioned that my syncing stopped right after the Android software update that morning. I was told that the software update had nothing to do with it but to try it on my laptop. I tried my laptop that evening but had no luck there. The next morning in a Chat I was offered a replacement. That replacement arrived last night and once again I can't pair it with my phone (Samsung Galaxy S5). I called this morning and was told that it was an Android issue that the engineers are "working on". This is super frustrating especially because I'm training for an upcoming distance race and this is not helping! I'm thinking it might be time to go back to Garmin...

[KellieColins]

I feel your pain. Last week they told me my FITBIT needed replaced and was not replaced for free but given a 25% off. Got the new one and same thing. Called them said I needed to send it back to the factory!!??  As of yesterday,  via email they finally said the engineers were working on the issue. Last time  I had to call was because the "finding friends," was not working. That took TWO MONTHS TO FIX. That is unacceptable. I see several people jumping to Garmin. For those of you who have Fitbit Ones and don't want to wear a watch check out: Bella Beat Leaf Tracker (clip on)

https://www.amazon.com/gp/product/B01LB4EUGS/ref=ox_sc_act_title_1?smid=ATVPDKIKX0DER&psc=1. If they don't get this fixed by 8.25.17 I will be jumping ship to them. I need a tracker to work for insurance benefits on 9.1.17.

[Dave-in-Decatur]

---

@SunsetRunner wrote:

... This is super frustrating especially because I'm training for an upcoming distance race and this is not helping! I'm thinking it might be time to go back to Garmin...

---

Unfortunately, I've seen reports in the Verizon forums of Garmin devices having the same problem after this Android system update. But it may be device-specific even within a given manufacturer's line.

[firewalker80]

---

@Jane80 wrote:
Hi,
My phone is is a Huawei. and my fit bit is an Alta,
I uninstalled the fitbit app twice so see if it was my phone not working
properly, but now realise of course it was the update that causing the
trouble, so will wait till the fix is done.









a

---

Which update? This thread is related to a Samsung update for the verizon S5 and Note 4 variants. The update is the July security update which came through early August. Can you check your System Settings -> About screen for which security update level you are on? If this is effecting Huawei phones as well that makes this even more concerning. 

[Jane80]

OK
I hadn't realised it was just a Samsung update that was causing the
trouble, I can't remember when fitbit was updated on my phone, but think it
was a while ago. So can't say if the troubles started then for me. But it
does sometimes go a day before it syncs, though recently it has been better
and until my walk today it has always in the end shown a map of my walk.
The first time I uninstalled and reinstalled it was because when I clicked
on the fitbit app, all I got was a blank.

[Jane80]

OK
I hadn't realised it was just a Samsung update that was causing the
trouble, I can't remember when fitbit was updated on my phone, but think it
was a while ago. So can't say if the troubles started then for me. But it
does sometimes go a day before it syncs, though recently it has been better
and until my walk today it has always in the end shown a map of my walk.
The first time I uninstalled and reinstalled it was because when I clicked
on the fitbit app, all I got was a blank.

[BeActive723]

I have a Flex and Samsung Galaxy 5. The Flex worked fine until the Samsung update on 8/8/17.  I couldn't sync on my phone, but was able to sync my Flex with my laptop by putting it in the charger and resetting it.  It did not stay synced and I had to do this anytime I wanted to know my step count.  When the tracker synced on my laptop, it updated the information on my phone.  I called Fitbit on the 14th and the representative walked me through several solutions which didn't work.  She did not understand that the sync with my laptop had to be forced every time.  I had a follow up email from Fitbit techs with written steps to try for 3 different solutions.  I'd pretty much done all of them, but tried again. Nothing worked and since then I haven't been able to force a sync on the laptop either. I have had more email interactions including an offer to replace my Flex or give me a discount on another device.  From posts in this community, it appears that replacing the tracker doesn't solve the problem.  I'm pretty sure Fitbit IS working on this night and day because they are going to lose thousands of customers.  This problem seems to be related to the Samsung software update and Fitbit may not have the ability to fix it.  Interestingly, although I had done this after the app stopped working on my phone, I uninstalled the Fitbit app again (version 2.54) and installed version 2.55 from the App store. Around the same time, I got a notification on my phone from Samsung to agree to their App Terms and Conditions for Buying.  I copied and pasted the agreement into a word document.  It is 10 pages long (with narrow margins and single spacing)!  It is a lot of legalize, some of which was in all caps (see sections 12.2 and 12.3). I'm wondering if this is in response to all the problems occurring after their update.  Has anyone contacted Samsung about the problems with Fitbit trackers since the update?  This is the link to the app buying agreement.

https://account.samsung.com/membership/etc/specialTC.do?fileName=samsungapps.html. 

[Vicki0628]

Yes, When I try to do the update my Android syncs with my tracker but then tells me the update failed.  I have tried this many times.  Also, my tracker drops some of the tiles, mostly the activity one. Sometimes it is there and sometimes it is not.  I saw your reply that says update with the computer, but I can't find where to start the update.  My tracker is syncing with my computer and my phone, I just cannot do the update on my Android and am sometimes missing tiles on my tracker. 

[jrwilliams1991]

Still unable to sync with Android. 

[BeActive723]

---

@BeActive723 wrote:

I have a Flex and Samsung Galaxy 5. The Flex worked fine until the Samsung update on 8/8/17.  I couldn't sync on my phone, but was able to sync my Flex with my laptop by putting it in the charger and resetting it.  It did not stay synced and I had to do this anytime I wanted to know my step count.  When the tracker synced on my laptop, it updated the information on my phone.  I called Fitbit on the 14th and the representative walked me through several solutions which didn't work.  She did not understand that the sync with my laptop had to be forced every time.  I had a follow up email from Fitbit techs with written steps to try for 3 different solutions.  I'd pretty much done all of them, but tried again. Nothing worked and since then I haven't been able to force a sync on the laptop either. I have had more email interactions including an offer to replace my Flex or give me a discount on another device.  From posts in this community, it appears that replacing the tracker doesn't solve the problem.  I'm pretty sure Fitbit IS working on this night and day because they are going to lose thousands of customers.  This problem seems to be related to the Samsung software update and Fitbit may not have the ability to fix it.  Interestingly, although I had done this after the app stopped working on my phone, I uninstalled the Fitbit app again (version 2.54) and installed version 2.55 from the App store. Around the same time, I got a notification on my phone from Samsung to agree to their App Terms and Conditions for Buying.  I copied and pasted the agreement into a word document.  It is 10 pages long (with narrow margins and single spacing)!  It is a lot of legalize, some of which was in all caps (see sections 12.2 and 12.3). I'm wondering if this is in response to all the problems occurring after their update.  Has anyone contacted Samsung about the problems with Fitbit trackers since the update?  This is the link to the app buying agreement.

https://account.samsung.com/membership/etc/specialTC.do?fileName=samsungapps.html. 

---

I just searched to see if this was a problem with other apps besides Fitbit.  It is.  See Verizon community comments which include an explanation that the problem is in the Samsung update.  https://community.verizonwireless.com/thread/936180.  Until the technicians from Samsung, Verizon, Fitbit, or some other application that is messed up figure out how to fix , there doesn't seem to be much users can do.  It is Samsung's update that caused the problem and in my opinion, they are the ones who deserve the blame. Perhaps we all need to be complaining to Samsung.

[Jane80]

Just wanted to say, my phone which is a huawei P8Lite has just synced and is now showing the walk I did this morning properly. 

[ErickFitbit]

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!

[Dave-in-Decatur]

@ErickFitbit, I don't want to double post, so see my reply in the thread in the other forum.

[Sansan57]

Verizon S5 phone. Has not synced since the last phone update 8/8 I believe.
No reason to keep fitbit if it won't work.