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RESOLVED: Android users unable to sync after Samsung Update (8/8/17)

ANSWERED
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‎08-10-2017 12:47 - edited ‎09-19-2017 12:24

‎08-10-2017 12:47 - edited ‎09-19-2017 12:24

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! 

Want to get more steps? Visit Get Moving in the Health & Wellness Discussion Forum.

Best Answer
1,284 REPLIES 1,284

‎08-23-2017 07:44

In response to Lisaf713

‎08-23-2017 07:44

Thx a bunch! I'll give them a call



Sent from my Verizon 4G LTE smartphone
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‎08-23-2017 08:13

In response to Lisaf713

‎08-23-2017 08:13

@Lisaf713 what did they tell you to do?

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‎08-23-2017 08:16

In response to MaryCK

‎08-23-2017 08:16

Why aren't they posting it?
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‎08-23-2017 08:19

In response to Lisaf713

‎08-23-2017 08:19

What did the tell you to do to fix it

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‎08-23-2017 08:22

In response to ErickFitbit

‎08-23-2017 08:22

Device will not sync get message "tracker not found" tried cleaning battery no luck same message battery full reading? 

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‎08-23-2017 08:32

In response to Lisaf713

‎08-23-2017 08:32

What fix? I've talked to them several times - no fix.
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‎08-23-2017 08:37

In response to Pamob

‎08-23-2017 08:37

Yea, I have heard of no fix as of yet

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‎08-23-2017 09:15

‎08-23-2017 09:15

  1. When did you begin experiencing these syncing issues? August 3rd
  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
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‎08-23-2017 09:27

In response to Amplified

‎08-23-2017 09:27

@Amplified wrote:

Absolutely no sense of urgency.

 

To those defending them taking this long to resolve this issue- why?  This is their advertised product.  Fitbit, in its entirety, is a bluetooth syncing device.  Bluetooth is no longer pairing the device on quite a bit of phones. The fact is their main selling point of convenience is no longer applicable to 100's, possibly 1000's of users.  Why hasn't Fitbit sent out an email to every registered Fitbit user saying they're hard at work on the issue?  Your product is designed to be accessed hourly/daily.  I think it's time to save face and acknowledge that you have a widespread problem at hand.  It's highly likely that this is because of the android update, but it's also your responsibility to ensure that your product works.  If an update does this much damage and takes this long to fix, then maybe it's a poorly designed product.

 

We're now heading into week 3 on this.  It's honestly saddening to see Fitbit fumble such an important issue.  

It's clear that Fitbit is overwhelmed by this issue and has yet to find a clear pathway to resolve this. Just the fact that they are replacing working unit's that still aren't capable of communications shows that they are lost. If they knew what was engineered different with the new units, they would have the answer. And I feel sorry for the people that actually purchased a new unit at a slightly reduced price, when their original unit is most likely still functioning well.

Best Answer

‎08-23-2017 09:42

In response to pypnap

‎08-23-2017 09:42

Started right after the update
Samsung Galaxy s5
Verizon
Android 6.0.1

BTW. I have another device "garagemate" that my Bluetooth could not
activate after the update
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‎08-23-2017 10:23

In response to Pool-Ace

‎08-23-2017 10:23

An issue tracker has been created for the android team for this bug:
https://issuetracker.google.com/issues/64731145

 

While this is only known to effect the note 4 and s5 (for sure) it may be coming to other android 6.0.1 phones with the July security update (if it hasn't already). 

 

It appears a firmware workaround is possible for BLE devices (sending an update parameter request) but no application side workaround has been found. See the issue tracker for more info.

None the less, this is likely an android bug. The actual commit that breaks things isn't yet known for sure.

Best Answer

‎08-23-2017 10:37

In response to MaryCK

‎08-23-2017 10:37

Not a great deal..still working on it. I haven't used mine yet so it's going back to the store 😕

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‎08-23-2017 10:52

‎08-23-2017 10:52

  1. When did you begin experiencing these syncing issues?

             Two weeks ago

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

             Samsung Galaxy S7 Edge

     3.  What Android OS are you currently running (go to this link from your phone's internet browser to find out)?

              Android 7 (Nougat)

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

               T-Mobile

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‎08-23-2017 10:53

In response to AlessFitbit

‎08-23-2017 10:53

@AlessFitbit wrote:

Hi, everybody! 

 

I wanted to say thanks to everyone who has provided answers to the questions we previously asked. The more information we can gather, the more help we can provide to the Android team that is currently investigating this syncing issue. At this time, there is no timeline for when they will find a fix as it is still under active investigation. Once there is more information available, rest assured this thread will be updated. Thanks for all your help and patience! It is greatly appreciated. 

Seriously, @AlessFitbit. Do you guys have any solid answers for ANY of the issues you guys are having? I've been contacting Fitbit for two weeks now regarding the notifications issue with my Blaze and Galaxy S8. I always get the same answer "our engineers are working on it and we don't know when it will be fixed but it will be fixed soon." This is the ABSOLUTE worst customer service I have ever received. 

Best Answer

‎08-23-2017 11:34

In response to Gitt

‎08-23-2017 11:34

I bought a new one and I can't even set it up with the Android app
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‎08-23-2017 12:20

In response to Tremmel

‎08-23-2017 12:20

I agree,  they sent me a replacement,  it doesn't even go into pairing mode 

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‎08-23-2017 13:27

In response to Dkempf

‎08-23-2017 13:27

Samsung Note 4

Running: 6.0.1 Marshmallow 

Verizon 

Unable to sync after Samaung's Aug. 8th. update.

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‎08-23-2017 13:30

In response to Gitt

‎08-23-2017 13:30

Go figure. Fitbit is sending me a new Surge. Kudos to them. But it's my stupid Samsung phone. My current Surge sync's up fine with my iPod Touch.

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‎08-23-2017 13:34

In response to Gitt

‎08-23-2017 13:34

Same with my husband and I. Replacements don't work either.
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‎08-23-2017 13:39

‎08-23-2017 13:39

  1. When did you begin experiencing these syncing issues?  Right after 8/9/17 update to my Samsung phone
  2. What make and model mobile device do you have (Samsung Galaxy S5, S6, Note 6, etc)?  I have a Samsung 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)?  My phone provider is Verizon.
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