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! 

[norabikes]

1. When did you begin experiencing these syncing issues? when my android update last week, same as everyone else. I always synch in the morning, and that's when i noticed it wouldn't synch on, 8/9 am. The update auto installed the evening of 8/8 into 8/9. 
2.  Samsung Galaxy S5
3.  Android 6.0.1 Marshmallow
4.  Verizon

[clarkecc]

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)?

 Hi, 

  1.  The last time my Surge synced with my phone was August 8, 2017 at 7:34 AM.

   2.  I have a Samsung Note 4.

   3.  I am currently running Android 6.0.1

   4.  My phone provider is Verizon.  

[Vasile]

1. When did you begin experiencing these syncing issues? Since last week 
2. What make and model mobile device do you have (Samsung Galaxy S5, S6, Note 6, etc)? Note 4
3. What Android OS are you currently running (go to this link from your phone's internet browser to find out)? Android 6.01
4. What phone provider do you have (Verizon, T-Mobile, Sprint, etc)? VEris ion
5. Thank you 

[Floflo27]

 My fit bit is syncing however my tiles are not updating. It takes almost all day. Today for example my water, steps per hour are from yesterday. I can't get it to update to show today's intake 

[ALudwig]

1.  After I updated (8/12).

2.  Samsung Galaxy Prime Amp BUT I also tested with my Virgin Mobile LG Tribute 2 (Android 5.1) and was unable to sync from that as well.  So it appears that it's not just a Samsung issue.

3.  6.0.1 & 5.1

4.  Cricket & just wifi.

[Goody2shoes]

Have not sync since 8.5.17.  S5.  

Android 6.0.1 (Marshmallow

Rebooted, still no sync

Thanks

[Cindyfrankin11]

I have not been able to sync on my Samsung Galaxy S5.  I have already supplied you the the information for that product previously.  I just tried a different device.  In it will not sync  there either all my location permission are on.

Galaxy Tab A., Android 7.0, (nougat), and I am connected to my Comcast wifi.

---

@ErickFitbit wrote:

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!

---

[Cindyfrankin11]

---

@Dave-in-Decatur wrote:

---

@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.

Same here it has been 2 weeks and I am ready to move on.

---

[chevy17]

Yes me too

[chevy17]

Have Verizon S5 and version 6.01 update was 8/8/17

[SNS1999]

1. When did you begin experiencing these syncing issues? Approx. 8/10
2. What make and model mobile device do you have: Samsung Galaxy S5
3. What Android OS are you currently running - 6.0.1
4. What phone provider do you have? Verizon

I've been having some sporadic luck syncing to my computer (Windows 10). It only works once a day for whatever reason. 

[Cindyfrankin11]

What worked?

---

@Jewels4 wrote:

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!

---

[ErickFitbit]

@Davidmm @SunsetRunner @TracyEn @MJP24 @Slambo I've reached out to you all at your email inboxes to request some assistance with Android logs from your mobile device. When you have a chance, please check your inbox and respond with those logs so I can send those over to our Android team for further investigation. 

Thanks for your help!

[Skyrmie]

What do you beed to know?

[Skyrmie]

What do you beed to know?

[Mo68]

I have a Samsung J3.

It's on the Tesco network.

Using Android 5.1.1 (Lollipop).

The app hasn't updated since Tuesday.

[Andrea715]

I have a Galaxy 8 and my Alta won't sync

[Mo68]

As well as my Samsung J3 I also have Fitbit app on my Amazon Fire. This hasn't updated since Tuesday 15th either.

[JanLon]

I too was in a competition for cash.  Why is this taking so long to fix.  Tiles are missing on both my phone and my computer app.  

[Globean]

Stopped scynin 8/8 after Samsung update. I have a Galaxy S5. Marshmallow. Verizon is my carrier