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. 

---

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! 

[ReverendNewman]

So much for an open operating system. Makes me want to switch to an iPhone.

[ReverendNewman]

Yup. The salesman tried to pushow me into Samsung's Fit Gear 2. And maybe he's right. Any issues with either, and they own it. No more 3rd party "fitness watches" for me. IPhone = Apple Watch. Samsung = Fit Gear.

[ReverendNewman]

My BT Plantronics headset has been sketchy for over a year. Must Plantronics problem!!!!!!

[TXAnneV]

They're too busy issuing new products to care about anything else!

My Surge failed in July, and they sent a replacement which almost immediately stopped syncing.  Fitbit are blaming Samsung, Samsung are blaming Verizon, Verizon are blaming Fitbit, and round, and around it goes!!!

Two years ago for my birthday I bought my Surge, on Sunday for my birthday I'll be buying a Polar, or a Garmin, or something other than a Fitbit.  Enough!

[Saintwifey]

1. When did you begin experiencing these syncing issues? About 2 weeks ago 
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 lollipop 
4. What phone provider do you have (Verizon, T-Mobile, Sprint, etc)? Sprint

[GreengirlSF]

I'm getting a new Pixel. I hope the syncing works there. 

I'd been wavering between a Galaxy S8 and the Pixel and this definitely pushed me towards the Pixel. 

[Stacy44]

What is the status on this? My flex hasn't been able to sync to my android since the update a week ago. 

Any information on how to fix this?

Thanks 

[Magsonjolies]

Still not working for me but haven't heard from any other Motorola users
out there.

[Kevin67]

Quand avez-vous commencé à subir les problèmes de synchronisation? Hier à l'achat de ma surge

Quelle marque et modèle d'appareil mobile avez-vous (Samsung Galaxy S5, S6, Note 6, etc.)?  Samsung Galaxy s8+

Quel système d'exploitation Android Vous êtes actuellement sur (en ligne sur le navigateur Internet de votre téléphone pour en savoir plus)? 

Your version of Android is: Android 7 (Nougat)

Device code: SM-G955F

Quel fournisseur de téléphone avez-vous (Verizon, T-Mobile, Sprint, etc.)? Orange France

[kmburne]

As a work around until Samsung does something, I borrowed a friends old LG
phone that will only work when hooked to the internet, installed the firbit
app on it. I can sync using my wifi. Unpaired with Samsung Note 4 and made
sure the bluetooth is off on my laptop, at least while I am syncing. Has
good and bad, but didn't cost anything to get fitbit synced. My next phone
won't be Samsung, sad, I love my note 4.

[Pamob]

I agree. It is definitely a Samsung issue not a Verizon or Fitbit. I can
sync with my Amazon Kindle Fire but only if I *TURN OFF* my Samsung phone.
Once I sync with my Kindle, I then turn my phone back on and the info is on
my Fitbit app on my phone. Yesterday I did this, and then my phone sent me
a notification from my Fitbit app about how many steps I needed to reach my
goal. So this tells me, anyway, that the Fitbit app is not the problem. It
is definitely Samsung's issue. I am eligible for a new phone through my
Verizon plan in a few weeks. I have always had a Samsung for as far back as
I can remember. But I may buy the iPhone this time.

[Spunks]

Suddenly yesterday afternoon my fitbit would not sync to my phone.  I have a T-Mobile, LG, not sure of the model, but I am able to track my exercise, water intake, sleep, but my hourly steps are not syncing, nor are my daily steps, miles and calories.  I have not done an update since I got my fitbit, which is about month and a half ago.  Why do I keep having problems?  This is not the first one I've encountered, but it's the most frustrating.

[Spunks]

Add on to my previous message....When I try to sync it says it can't locate the tracker.  And my all day sync "on" keeps shutting off. ??????

[Tarheeelgirl]

I have a Note 4.  I'm not looking to replace my phone any time soon. Sadly, I'm stuck with a useless Surge that I paid good money for.  My Surge will not even sync with any device, even my IPad.  I'll be buying another tracker that isn't a fitbit. I've used a fitbit everyday since 2015.  Very disappointed.  Sad, everyone here is in the same boat with no answers!!

[kmburne]

Try turning off your phone and syncing to your ipad. I know it sound crazy.

[Spunks]

Unfortunately, I do not have an Ipad.  I have turned off my phone and then back on again, but it doesn't do anything. I'm so frustrated and so mad!!!

[KayR]

Is there a resolution?

My Alta stopped tracking on my phone this morning!

[ReverendNewman]

FYI, I bought a BT Polar HR monitor. I downloaded thier app. and swore it was thier problem. I guess it never was thier problem. This is a Samsung/Android issue. Yes, I get it, Fitbit should make sure thier product works.

[ReverendNewman]

I still think it's an Android issue.

[ReverendNewman]

Word. Mine syncs fine to my iPod Touch. Then I just WiFi to the internet.