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! 

[pypnap]

It still does not work.

Peggy Y. Phillips

Moderator edit: Personal information 

[Dave-in-Decatur]

Can't believe people here keep blaming Fitbit and saying they'll never buy another one, as if Fitbit caused the problem. Look all through the thread, click on the links that are offered: Samsung did this, and Garmin, Fitbit, Flic, and other devices and apps have all been affected. Why hasn't Fitbit fixed it yet? Because they didn't break it! Why haven't they figured out some kind of workaround? We don't know, because we don't know what the technical issues are that might or might not make any workaround possible. As they say in the medical profession, the Fitbits not syncing is only the "presenting symptom," not the underlying problem. Please forgive a somewhat grim analogy, but when someone has a stroke and their lip droops, it doesn't mean their lip needs fixing!

[eculbertson]

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@Dave-in-Decatur wrote:

Can't believe people here keep blaming Fitbit and saying they'll never buy another one, as if Fitbit caused the problem. Look all through the thread, click on the links that are offered: Samsung did this, and Garmin, Fitbit, Flic, and other devices and apps have all been affected. Why hasn't Fitbit fixed it yet? Because they didn't break it! Why haven't they figured out some kind of workaround? We don't know, because we don't know what the technical issues are that might or might not make any workaround possible. As they say in the medical profession, the Fitbits not syncing is only the "presenting symptom," not the underlying problem. Please forgive a somewhat grim analogy, but when someone has a stroke and their lip droops, it doesn't mean their lip needs fixing!

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I've been thinking the same thing! Almost to a T, we all did a Samsung/Verizon update and immediately could not sync. Why would people blame fitbit for this? I'm also amazed, at least for those of us that have been with fitbit for a long time, that 1 blip is the death knell. Yes, this is a bad one but I'm not sure why we think fitbit can fix this if Samsung/Verizon locks down the OS/hardware.  And someone also mentioned a conversation with a Samsung rep who said they had let fitbit know of issues 3 weeks before the release. Then fix the issues before release! How is it that Samsung thinks this is ok?  Not to mention the other devices having issues (mentioned above). If you do go buy another maker, see if you can test it before you buy it.  I do wholeheartedly agree with fitbit's poor communication.  If anything, this is what sets me off the most. Many of us would have been happy with an update every couple of days, even just saying they are working on it. The 2 or 3 we have gotten have been so upbeat you would think things were all bunnies and sunshine! Otherwise, the remaining days of silence have been deafening. 

[donnafogle]

Got an update last night was hopeful, no luck. I have a one to

[Dave-in-Decatur]

There's further good technical information on the problem in this post on the Verizon forums. The gist is that the problem is caused by a bug in the firmware on the phone that runs some of the Bluetooth code. 3rd-party device makers have found some workarounds, but it's really Samsung's problem to fix. 

[LibbyBuss]

I've tried to load the fitbit app on two verizon/ android devices - of course with no luck syncing. I even loaded the app onto an RCA/ android tablet. None of the devices would even recognize the fitbit (Flex). Bluetooth wouldn't detect it separately from the app either when I tried to see if the operating system would even detect it. So it seems to me, that there is something in the Android OS that is the hiccup. The syncing problem started right after the Samsung update, though. Could it be something that piggybacked on it from Android?

[LinnieBinnie]

I've tried to load the fitbit app on two verizon/ android devices - of
course with no luck syncing. I even loaded the app onto an RCA/ android
tablet. None of the devices would even recognize the fitbit (Flex).
Bluetooth wouldn't detect it separately from the app either when I tried to
see if the operating system would even detect it. So it seems to me, that
there is something in the Android OS that is the hiccup. The syncing
problem started right after the Samsung update, though. Could it be
something that piggybacked on it from Android?



The way I understand it, the Samsung update was an Android OS update.

[ReverendNewman]

Nope. Downloaded it this AM. It's the same 2.5.6 version. Tried it, still didn't work.

[JayLatko]

Same with my Zip, the 2.5.6 update apparently does NOT address the sync
issue on my Galaxy S5.

[JudyMiller57]

If I turn off the blue tooth on my phone, my laptop will sync.  If I turn it back on the laptop will not sync.  Strange!

[Jcampos732]

Well said! 

[ReverendNewman]

Still not working. Version 2.56 still up at Play Store.

[angram0108]

So,  I have a new Blaze and I cannot get it to pair.   I replaced my Surge and have tried several times.   It "finds" my tracker but never pairs and updates.   If I have to have a fitbit dongle to to this on the computer since the app isn't working,  why would you not include the dongle with the blaze or the box say anything about an additionl need.   It has bene a month since this was reported about and for those of us with Androids this is a big deal since when you pay about $200.00 for something you expect it to work with no issues.   When is the ETA???

[Cpatts]

Hi All,

I just got a Samsung Galaxy A5 and it is unable to find my charge 2 and sync when I'm trying to set it up. But my old iPhone can find my charge 2 no problem. Not sure if the A5 is part of the Samsung S series update that others are having trouble with.

Thanks

[ReverendNewman]

More then likely. I thibk its Samsung wide. My Surge syncs up fine with my iPod Touch.

[JudyMiller57]

You know----you are right.  I was one blaming Fitbit, but that shouldn't be.  I believe they are trying to work on the issue.  Just not sure if Samsung is helping.  Maybe I should be looking at a different brand phone.  They are just so expensive.

[Vixster15]

1. When did you begin experiencing these syncing issues? 08/15/17
2. What make and model mobile device do you have (Samsung Galaxy S5, S6, Note 6, etc)? Samsung 6
3. What Android OS are you currently running (go to this link from your phone's internet browser to find out)? Version 7
4. What phone provider do you have (Verizon, T-Mobile, Sprint, etc)? O2

[ReverendNewman]

Or get a Samsung Fir Gear.  Kinda like my iPod and iMac. Everything works better when it's the same brand. I always had an issue with iTunes, iPod, iPhone, syncing up and working seamlessly on. PC. If u have a Samsung phone, and thier Fit Gear and u have a problem, then they own it in its entirety.

[Lemons2b]

Do you know if there is a link that we can contact Samsung?

[Airboy1]

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)?

#1 today. #2 S6. #3 6. 0. 1. Marshmallow.   At&t