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! 

[soccamma51]

Android 7 Nougat

Sent from Yahoo Mail on Android

[SunsetRunner]

I just checked * my Samsung droid synched with my data caught up. maybe
it's been updated

[ROBYNWILSON]

I have a note 5  since updating will not since my fit bit won't track steps also sleep not tracking don't know what to do

[verreyes]

• When did you begin experiencing these syncing issues? As of today 8/22/17
• What make and model mobile device do you have (Samsung Galaxy S5, S6, Note 6, etc)? S6
• What Android OS are you currently running (go to this link from your phone's internet browser to find out)? Android 7
• What phone provider do you have (Verizon, T-Mobile, Sprint, etc)? Sprint

[SunsetRunner]

Try again. Mine is now synching,

[Gitt]

You said this perfectly,  customer service sent me a replacement and it won't even go into pairing mode. 

[Magsonjolies]

1. Unable to sync from just after midnight Sunday 20th august.

2. Motorola phone

3. Android 5.1. Lollipop

4. Vodafone

[Ja123]

Finally!!!!it's fixed I was able to sync my zip this morning!! Thank you for fixing this issue.

[kredstarz525]

I updated the app yesterday and cannot sync since then. I have a Galaxy s6 edge + with Verizon.

[UnoDevineDiva]

1. When did you begin experiencing these syncing issues? Sunday, August 20th
2. What make and model mobile device do you have (Samsung Galaxy S5, S6, Note 6, etc)? Samsung J7
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)? T-Mobile

[KH_]

Just tried once again to sync my surge with Note 4, still nothing working.

[CaridadPineiro]

Wish I could say the same.  My flex is still not syncing with my Samsung Note 4.

[Lisaf713]

Problem started monday around 530pm.

I have a Samsung 6

My carrier is Sprint. 

Please help

[Pamob]

I agree! It's got to be a software problem. Shouldn't take this long to
figure out the issue. My husband and I are faithful users and are really
getting disgusted. I had a rep send me and my husband new devices .... we
use the One. They don't sync either. We want help. We want it fixrd.

[Lisaf713]

Mine started Monday afternoon.

I have Samsung 6 

I havea HR charge. 

My carrier os Sprint 

[Magsonjolies]

Mine is still not syncing.

[Nromano23]

1. When did you begin experiencing these syncing issues? Last successful sync was Aug 8
2. What make and model mobile device do you have (Samsung Galaxy S5, S6, Note 6, etc)? 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

[Magsonjolies]

1 last sync Sunday 30th 00.46 (UK time)
2 MOTOROLA
3 android 5.1 lollipop
4 Vodafone

[Dkempf]

After completing all suggested troubleshooting steps I am still unable to sync:

1. When did you begin experiencing these syncing issues? Last sync was 08/08
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

[Lisaf713]

Mine is all set now.Spoke with fitbit customers services and they walked me thoigh te fix.Worked well



Sent from my Sprint Phone.