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! 

[Sansan57]

exactly

[Shanghainoons]

Just got a Samsung s8 and I'm on Vodafone and it's not syncing for me 😞

[JudyMiller57]

Started 8-8-17 when the system updated

Galaxy S5

Android 6.0.1 Marshmallow smg900v

Verizon

This is very frustrating

[Ja123]

This started on  8-8-17 after i did the system updated. I have a Galaxy S5 the OS is Android 6.0.1 Marshmallow smg900v and my carrier is Verizon

[Jewels4]

I've tried syncing my Surge through 2 different window's computers as well as my Samsung Galaxy S5 and nothing works.  I've had this problem for 1.5 weeks now.  Is there a timeframe for this bug fix? 

Any ideas in the meantime?  If it was an Android update that caused this, I would expect the computers to work.  If it's a Fitbit update that caused this, can we uninstall the update?

I've tried restarting all devices multiple times, turning Bluetooth on and off, unpairing, attempt to repair (doesn't recognize the Surge) all to no avail.  I've heard that the data is stored on the device for a month.  I guess we'll see if that holds up.  

[Mja2001]

My Amazon Kindle tablet that has Bluetooth was able to sync, it's only my Samsung phone (and my wife's) that's unable to sync.

If you have a tablet that isn't android 6.0.1 (Nook, Amazon, etc.) give it a try... it works for us, so does our PC computer syncs.  Again, I can say our Kindles are successful with the Fitbit app installed while we wait on a fix for the phones.

Sidenote- I also have another Nook that I rooted with Cyanoboot, and it works, too, with the Fitbit app from the Android store last time I checked.

Only our Samsung phones are failing to sync since about 8/8/17.

[Kelklock]

It's an Android to Fitbit problem

[Jewels4]

This worked!  I've been trying everything that I could think of / read for the last 1.5 weeks and this finally worked!  Thank you for posting!

[Davidmm]

This is not just a Samsung issue. I have an LG G4 as well as a Google Nexus tablet. Neither of which syncs. OS is Android 6. Last sync was 8/12.

[Mja2001]

My pleasure! I was in the same hole, glad to help!

[Jewels4]

I read a post further in this thread about using the fitbit app for windows 10 with the dongle.  This worked for me.  Hopefully the bug will be fixed so I can sync through my phone again soon but I'm glad to have some type of fix in the meantime.

[Mja2001]

That's funny, that's the app/Windows 10 OS we're using that's working, too! In addition to the non-Android 6 tablets.

[luckyleroy]

1. When did you begin experiencing these syncing issues?8/12/2017
2. What make and model mobile device do you have (Samsung Galaxy S5, S6, Note 6, etc)?s5
3. What Android OS are you currently running (go to this link from your phone's internet browser to find out)?marsmallow 6.0.1
4. What phone provider do you have (Verizon, T-Mobile, Sprint, etc)?verizon

[SunsetRunner]

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:


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


- 8:37am EDT August 8 - about 2 minutes after I ran the Android update
- Samsung Galaxy S5
- Android 6.0.1 (Marshmallow)
- Verizon

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!

[TracyEn]

Hi!  Thanks for the update.

1. When did you begin experiencing these syncing issues?---- August 9th (right after I updated my phone.)
2. What make and model mobile device do you have (Samsung Galaxy S5, S6, Note 6, etc)?----- I have a Samsung Galaxy S5
3. What Android OS are you currently running (go to this link from your phone's internet browser to find out)?---- 6.0.1 version
4. What phone provider do you have (Verizon, T-Mobile, Sprint, etc)?--------- Verizon 

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

[TracyEn]

Unfortunately, my only other devices are Chromebooks, so I can't sync at all and have stopped wearing my fitbit.  I sure wish Fitbit worked with Chromebooks.  😞 

[scuba05477]

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

I began experienceing trouble around 8/8.
I have a Samsung Galaxy S5
Running Android 6.0.1
Verizon
Blake

[Karen1964]

1. When did you begin experiencing these syncing issues? August 8th
2. What make and model mobile device do you have (Samsung Galaxy S5, S6, Note 6, etc)? Galaxy S5
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)? Verizon

[MJP24]

• When did you begin experiencing these syncing issues?8/5/17
• What make and model mobile device do you have (Samsung Galaxy S5, S6, Note 6, etc)?S5
• What Android OS are you currently running (go to this link from your phone's internet browser to find out)?marshmallow 6.1
• What phone provider do you have (Verizon, T-Mobile, Sprint, etc)us cellular 

[Amy1478]

Started after 8/8 update. Samsung 5s. 6.0.1 Marshmallow.