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! 

[Stangmlc]

1. When did you begin experiencing these syncing issues?  Wednesday, August 16. My samsung update was on Tuesday, August 15
   
2. What make and model mobile device do you have (Samsung Galaxy S5, S6, Note 6, etc)? I have both a Galaxy 6 and Tablet E
   
3. What Android OS are you currently running (go to this link from your phone's internet browser to find out)? G920VVRU4DQF3
   
4. What phone provider do you have (Verizon, T-Mobile, Sprint, etc)? Verizon
   

[ckm43]

1. When did you begin experiencing these syncing issues? Immediately after taking Samsung update about 7a EDT on 8 Aug 17 - N910VVRU2CQF2
2. What make and model mobile device do you have (Samsung Galaxy S5, S6, Note 6, etc)? Samsung Galaxy Note 4 and 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
4. What phone provider do you have (Verizon, T-Mobile, Sprint, etc)? Verizon for both

Moderator edit: format.

[Skyrmie]

Hi 

Any progress on this issue? My gitbit not working for 2 days now. 

[Stangmlc]

My samsung update was on Tuesday, August 15

[Sarahbill]

1. When did you begin experiencing these syncing issues? The last time it synced with my phone or computer was august 8th.
2. What make and model mobile device do you have (Samsung Galaxy S5, S6, Note 6, etc)? I have a samsung s5
3. What Android OS are you currently running (go to this link from your phone's internet browser to find out)? I'm on the 6.0.1 android version
4. What phone provider do you have (Verizon, T-Mobile, Sprint, etc)? I have verizon.

[Ptiara21]

• When did you begin experiencing these syncing issues?  8/10/2017
• What make and model mobile device do you have (Samsung Galaxy S5, S6, Note 6, etc)? Galaxy S5
• What Android OS are you currently running (go to this link from your phone's internet browser to find out)?  Android 6.0.1 (Marshmallow)
• What phone provider do you have (Verizon, T-Mobile, Sprint, etc)?Verizon

[Laubiz]

I have a samsung galaxy s5 verizon
Love & Peace,Laurie "Start by doing what's necessary, then what's possible, and suddenly you are doing the impossible."  Saint Francis

[Mar1eke]

Hi, since yesterday my fitbit alta hr is not syncing with my samsung phone, galaxy a3 anymoe. I did not installed a samsung update yet, as my phones memory needed more space however Yesterday I did installed a new version of the alta hr fitbit itself. How can I get the fitbit sync again with my phone? Can i reach the support desk by phone?

Thanks! 

[Yotom]

Verizon. ..6.01..s5


Sent from my Verizon 4G LTE smartphone

[Yotom]

Verizon. ..6.01..s5


Sent from my Verizon 4G LTE smartphone

[Nishi2345]

1. When did you begin experiencing these syncing issues? 8/8
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)? Android 6.0.1 (Marshmallow)
   
4. What phone provider do you have (Verizon, T-Mobile, Sprint, etc)? Verizon
   

[Cmbaker54]

1. When did you begin experiencing these syncing issues?  8-18-17
2. What make and model mobile device do you have (Samsung Galaxy S5, S6, Note 6, etc)?  S5 I think
3. What Android OS are you currently running   5.1.1. to this link from your phone's internet browser to find out)?
4. What phone provider do you have (Verizon, T-Mobile, Sprint, etc)?

[LibbyBuss]

Problem started Tuesday Aug 9 after the Samsung update installed

Phone: Galaxy S4 Note

OS: 6.0.1

Provider: Verizon

On Wednesday, my phone did detect the fitbit Flex briefly, but was unable to connect. After that, it did not detect the device at all.

[Mlr992]

I had the same issue.  I uninstalled and reinstalled the app with no luck.  I then restarted my fitbit from the charging dock by plugging in for charging and then pressing the button underneath three times.  The fitbit restarted and was able to sync to my samsung galaxy s6.  I've had no issues since.

[ChemProf]

1. When did you begin experiencing these syncing issues? Aug 9 after phone update
2. What make and model mobile device do you have (Samsung Galaxy S5, S6, Note 6, etc)?  Samsung 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
4. What phone provider do you have (Verizon, T-Mobile, Sprint, etc)?  Verizon

At least I seem to be able to sync sporadically at least once a day with my PC using the dongle although it will repeatedly tell me it can't find the tracker but then I'll see that at some point it did sync.

Also, if I restart my phone and look in Bluetooth it will show the tracker as "seen" but will not pair or sync and then will disappear until I restart my phone again.

The only thing that gives me hope is that I am not the only person experiencing this problem. Maybe that means it will eventually get fixed.

[sneeho]

My sentiments exactly. I'm ready to go with another tracker and forget about Fitbit since they're apparently unable to fix this problem. I've been reading posts from some time ago and this problem has been known for a while.

[whitney77]

Version 6.0.1, last sync was 8.14, I have an s5

Get Outlook for Android

[whitney77]

I 100% agree. They need to fix it. I just lost 40 dollars in a stepbet compitition because of lack of syncing.

Get Outlook for Android

[Amy1478]

Problem started after the Samsung update installed

Phone: Galaxy S5 

OS: 6.0.1

Provider: Verizon

After a week and a half of not syncing, yesterday mine synced once in the morning and then decided to not recognize the device after that so at this point I am still unable to sync.

[williamcarolyn]

I have already given all of this information to one of your reps.  I spent almost 2 hours on the phone with him.