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! 

[Dave-in-Decatur]

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@Gemgirl wrote:
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

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Every time you post anything in this forum it automatically subscribes you to the thread, so you get e-mail notices about every single post that anyone else makes. You have to go to the thread and click the settings gear at the top and click Unsubscribe. And if you post again, you have to find the automatically-checked "Email me when someone replies" box at the top and uncheck it manually.

[DLS1969]

• 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 browser to find out)?
• What phone provider do you have (Verizon, T-Mobile, Sprint, etc)
• It has been 2 weeks, Lg g4, samsung galxy 10 tab, android version 6.0,and i have T Mobile. This is the 4th time ive had issues with my fitbit. Ive replaced my first one after 11 months because the screen cracked. Now my 2nd one the back peice broke off. I think this is rediculous that i have had 2 Charge HR'S in an 18 month span. I personally am going to be done with this company soon. Then all this stuff with not conecting. I am going to lose alot of steps and am missing out on my friends challanges because of all the issues.  Thank You your time

[SPenland]

I haven't been able to sync since the 8/8 update. Running Android 6.0.1. I have a Samsung S5 through Verizon. 

[Jsbcuz]

My computer and my zip have both synced since a new Samsung update today 8-19. Yay

[modern_pioneer]

Hey thanks.... So I have been out of country for a week and had the system update over wifi. Since I returned my Fitbit hasn't syn'd . Because I have been using Fitbit since 2013 or so, I am pretty loyal. It seems that the recent android update isn't allowing the bluetooth link to happen. 
This sounds a little silly to some, but as a loyal fitbit user, I have a brand new back-up fitbit One just in case mine gives out. It is a device that has saved my life, I have lost over 97 pounds using it as a tool for keeping me in check. So I did try to pair it too, but that didn't work.

At this point, can you offer any help or a solution yet..... I know customer service is a tough job, and everyone is a critic and wants everything fixed right away. But I will wait for a solution, there is something to be said about being loyal and understanding... Thanks a bunch, Jason

[Jsbcuz]

They are working on it. Do you use Samsung Galaxy? Samsung just updated
and I could sync but it stopped working again.

[Jsbcuz]

They are working on it. Do you use Samsung Galaxy? Samsung just updated
and I could sync but it stopped working again.

[Jsbcuz]

Well that was short lived. Computer nor phone are syncing again

[Deb21965]

• When did you begin experiencing these syncing issues?  8/9/2017
• 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)? Marshmellow
• What phone provider do you have (Verizon, T-Mobile, Sprint, etc)? Verizon

[Gitt]

I completely agree!

[hsano6294]

This may help some of you get data off of your Fitbit. I was able to get one full synch in today by installing the Fitbit app v2.55 (Aug. 9, 2017) on my wife's relatively new S7 (G930V) running Android 7.0 on Verizon Wireless. She did not have it installed previously.

My previous couple of synchs done by resetting the Flex in its charging cradle then immediately synching only synched steps, but didn't synch sleep or active minutes. This synch grabbed all the data off of my Flex. Unfortunately, a second synch a few hours later resulted in a "Can't find tracker" message. At least I'm set for a few more days before my Flex buffer overflows and starts rewriting over old data.

If you do this on someone else's phone, remember to logoff of your Fitbit account on their phone as a courtesy and for privacy reasons.

[Jsbcuz]

Ty. I got a full synch on my phone after my upgrade from Samsung, but that
was it. So at least I'm upgraded as of early this afternoon

[Gitt]

How did you get an upgrade?

[DanaS01]

1. When did you begin experiencing these syncing issues?  - Answer - Last sync was at 1:33am today 8/17
2. What make and model mobile device do you have (Samsung Galaxy S5, S6, Note 6, etc)? - Answer - Galaxy S7
3. What Android OS are you currently running (go to this link from your phone's internet browser to find out)? - Answer - Nougat
4. What phone provider do you have (Verizon, T-Mobile, Sprint, etc)? - Answer - Verizon 

[Jsbcuz]

I have automatic upgrades for my phone and a free other apps

[Gitt]

So after the software update, can you sync your flex?

[Jsbcuz]

I'm not answering this again since you should have my info from 8-8 except
to say I got a Samsung Galaxy upgrade today and upgraded. About half hr
later I could not sync again

[clarson]

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

[BrookeHinchman]

1. When did you begin experiencing these syncing issues?August 12th
2. What make and model mobile device do you have (Samsung Galaxy S5, S6, Note 6, etc)?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

[Cleanskin]

1. When did you begin experiencing these syncing issues? Monday 14th
2. What make and model mobile device do you have (Samsung Galaxy S5, S6, Note 6, etc)? S4 mini
3. What Android OS are you currently running (go to this link from your phone's internet browser to find out)? 4.4.2
4. What phone provider do you have (Verizon, T-Mobile, Sprint, etc)? Um Optus