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! 

[Fitwalker13]

1. When did you begin experiencing these syncing issues? 8/8/17
2. What make and model mobile device do you have (Samsung Galaxy S5, S6, Note 6, etc)? Samsung Galaxy Note 4
3. What Android OS are you currently running (go to this link from your phone's internet browser to find out)? Android 6.0.1 (marshmallow)
4. What phone provider do you have (Verizon, T-Mobile, Sprint, etc)? Verizon

[Butterfly76]

1. When did you begin experiencing these syncing issues? After 8/10/17 
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)?
4. What phone provider do you have (Verizon, T-Mobile, Sprint, etc)? I have Verizon.                        I can not link my Fitbit at all says device not found or unable to connect, i also have turnes on & off phone & other steps as well, I know you guys are working on this, I hope there is a solution soon, thank you 

[SHIRLCEY]

No, cannot: tiles missing for steps & sleep....and were missing BEFORE un- and re-installed APP, no longer an option on-line @ fitbit.com OR on the application..... Thanks for the thought, though!


"You can't start worrying about what's going to happen *next*, you get spastic enough worrying about what's happening NOW."  -- Lauren Bacall

[SHIRLCEY]

Tried, still not able to achieve any type of update.


"You can't start worrying about what's going to happen *next*, you get spastic enough worrying about what's happening NOW."  -- Lauren Bacall

[SHIRLCEY]

Tried, still not able to achieve any type of update.


"You can't start worrying about what's going to happen *next*, you get spastic enough worrying about what's happening NOW."  -- Lauren Bacall

[SHIRLCEY]

No, won't work. Indicates can't find One...8-(


"You can't start worrying about what's going to happen *next*, you get spastic enough worrying about what's happening NOW."  -- Lauren Bacall

[SHIRLCEY]

No, won't work. Indicates can't find One...8-(


"You can't start worrying about what's going to happen *next*, you get spastic enough worrying about what's happening NOW."  -- Lauren Bacall

[maggied34]

Unable to sync since 8/16/17 after 6:44 am.

Android OS version: 4.4.2

Provider: Virgin Mobile 

Make and Model: Samsung Galaxy S3

[Foxyroxy42]

1. When did you begin experiencing these syncing issues? 8/18/2017 sometime after 5p.m. it synced at 4:20. I updated my phone around 5p.m.
2. What make and model mobile device do you have (Samsung Galaxy S5, S6, Note 6, etc)? Motorola turbo
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

[EstherLeeuw]

I have the same problem. Achter last update even syncing I het the message "tracker not found". Syncing on IPad works just fine.

1. When did you begin experiencing these syncing issues? After installing update on August 16, 2017.
2. What make and model mobile device do you have (Samsung Galaxy S5, S6, Note 6, etc)? Samsung Galaxy S7.
3. What Android OS are you currently running (go to this link from your phone's internet browser to find out)?  7.0_0005
4. What phone provider do you have (Verizon, T-Mobile, Sprint, etc)? Dutch provider KPN.

[Gemgirl]

How do I unsubscribe from this forum? Getting tons of emails & I'm probably getting a different company's tracker.   Doesn't look like this problem will ever get resolved!


Sent from my Verizon 4G LTE smartphone

[Gemgirl]

I did the debugging thing & nothing has changed.  Took my zip off & am over it!  Getting tons of emails about this problem! 


Sent from my Verizon 4G LTE smartphone

[Bailste]

Day 8 without the ability to sync via Android. Getting a bit frustrated.  Having to resort to using the PC dongle which I discovered will not work if my Alexa is plugged in.  I guess the dongle can't differentiate between the fitbit one and Alexa.  

[VernM]

So, problem solved? ? What zip ?

[Swimteach]

since 12th August not syncing.tried all recommended tips to no avail.phone is galaxy A3 2017 version and i am using a fitbitflex 2.🙄

[shootpar]

Hey Fitbit, FIX THIS PROBLEM.  This has been an issue for almost two weeks impacting what looks like a whole lot of people. FIX IT!

[Gitt]

So, have we come up with a solution yet?  It's very frustrating that we can not use the device that we paid for. The flex 2 is working,  but not the flex. 

[Seefox]

1.My firbit stop after the update on 8th of August

2 Samsung Galaxy s5

3 My phone is SM G900V

4 verozone

Call fitbit but they didn't know what to do. They senting me new one.

[Cmcamarra]

When did you begin experiencing these syncing issues?
8/8/17 after Samsung update.

What make and model mobile device do you have (Samsung Galaxy S5, S6, Note
6, etc)?
Samsung Galaxy S5

What Android OS are you currently running (go to this link from your
phone's internet browserto findout)?
Android 6.0.1 (Marshmallow)

What phone provider do you have (Verizon, T-Mobile, Sprint, etc)?
Verizon

[MarisaT]

1. When did you begin experiencing these syncing issues? My last sync was 8-4-17

1. What make and model mobile device do you have (Samsung Galaxy S5, S6, Note 6, etc)? Galaxy S8+
2. What Android OS are you currently running (go to this link from your phone's internet browser to find out)? Android 7
3. What phone provider do you have (Verizon, T-Mobile, Sprint, etc)? Sprint