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! 

[Jsbcuz]

Just synced another time today about 2pm and just now 6:35pm PST. And just
the once again

[DanaS01]

I rebooted my phone and now the sync is working.

[MJP24]

OMG!!!! How do I turn off replies? My email is blowing up.

[Tatertotmama]

Since the last update which was last week I believe, I haven't been able to sync up with my Flex and phone. I have a Samsung Galaxy 5, uses the Android 6.0.1 Marshmallow, and is through Verizon . Please fix this as soon as possible. Thanks

[Jsbcuz]

Mine will sync then stop grrr

[Zadie]

I've done the same thing. Still is not working. 

[CraftyFairy]

1. When did you begin experiencing these syncing issues?    - My issues started a coupe weeks ago, after the latest Samsung update. Lay sync date is August 10, 2017
2. What make and model mobile device do you have (Samsung Galaxy S5, S6, Note 6, etc)?- Samsung galaxy S8+
3. What Android OS are you currently running (go to this link from your phone's internet browser to find out)?- Android OS 7.0
4. What phone provider do you have (Verizon, T-Mobile, Sprint, etc)?- Verizon

[Anmn77]

1. When did you begin experiencing these syncing issues? August 8th, 8:47 pm
2. What make and model mobile device do you have (Samsung Galaxy S5)
3. What Android OS are you currently running?  Android 6.0.1 (Marshmallow)
4. What phone provider do you have (Verizon)

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

[Anmn77]

1. When did you begin experiencing these syncing issues? August 8th, 8:47 pm
2. What make and model mobile device do you have (Samsung Galaxy S5)
3. What Android OS are you currently running?  Android 6.0.1 (Marshmallow)
4. What phone provider do you have (Verizon)

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

[Jsbcuz]

I've answered these already and I've received 3 more of these emails in
over an hour or two

[NCC1701]

1. When did you begin experiencing these syncing issues? About a week ago. Noticed it in the morning after overnight update.
2. What make and model mobile device do you have (Samsung Galaxy S5, S6, Note 6, etc)?  I have the Flex and a Note 4
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

I have tried everything and gotten nowhere. Computer sync did not work for me either, I have reset and reinstalled the app, I have reset the device and even tried reinstalling it, Nothing, It is very frustrating.

[AmandaDia]

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 S6
3. What Android OS are you currently running? (Marshmallow) 6.0.1
4. What phone provider do you have (Verizon, T-Mobile, Sprint, etc)? VERIZON 

[Cabrill]

I have a Samsung Galaxy Note 4, with Marshmallow 6.0.1 version and a fitbit one. The Bluetooth will not recognize the fitbit.  I have tried everything,  reboot, reload app, etc. Location permissions are on, etc. The device will not sync.

[Eertje]

• When did you begin experiencing these syncing issues? Last week after update.
• What make and model mobile device do you have (Samsung Galaxy S5, S6, Note 6, etc)? Galaxy J5 divice code SM-J510fn
• 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)? KPN

[Malomaka]

1. When did you begin experiencing these syncing issues? Week 2 of August 2017 trouble syncing to Charge 2
2. What make and model mobile device do you have (Samsung Galaxy S5, S6, Note 6, etc)? Moto G5
3. What Android OS are you currently running (go to this link from your phone's internet browser to find out)? 7.0
4. What phone provider do you have (Verizon, T-Mobile, Sprint, etc)? Three

[SteveH]

@Jsbcuz you'll get an email notification every time someone posts to this thread. To stop that click the "gear" icon at the top right of this screen and select "unsubscribe"

[Gitt]

I only asked you because I am having the same issues, I'm not the tech support I am only a person experiencing the same issue. No need to be sarcastic 

[Gitt]

We have too. Unsuscribe if you don't want the emails 

[Zadie]

The syncing issue started with the last update which was the morning of
8/19/17. I have a Samsung Galaxy S5, Android IS 6.0.1. I am using Verizon.

[Zadie]

The syncing issue started with the last update which was the morning of
8/19/17. I have a Samsung Galaxy S5, Android IS 6.0.1. I am using Verizon.

[Christina_C]

My alta is syncing, but still not my zip since the last update.  I have the Samsung Galaxy s5, 6.0.1, Verizon. My update was on 8/9/17 @ 7:23am