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! 

[Spunks]

Not that I know of or we wouldn't all be having this issue!!

[Spunks]

Could be Android but I have an LG not a Samsung, and why all of sudden would it happen?

[Slambo]

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@Spunks wrote:

Could be Android but I have an LG not a Samsung, and why all of sudden would it happen?

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Most likely, your last Android update. Mine was on 8/8/17 and i haven't been able to use my mobile device to sync since then.

[Wlogue]

I think it is an Android issue.

[Spunks]

Haven't done an android update, unless it does it automatically.  I don't always do updates because they seem to screw up whatever app it is that they are updating....So there is no solution to this???

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[CaridadPineiro]

I agree.  I'm having issues with other bluetooth connectivity and I've seen complaints from others about bluetooth issues.  That doesn't help any of us at all, however, since it seems like everyone is pointing the finger at someone else.

[Spunks]

Exactly!  So what is the solution?   Surely there must be some way to correct this.  I have sent an e-mail to fitbit support, but I haven't had much luck with them previously, so I'm not real confident that they will be able to resolve this either....

[Slambo]

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@Pamob wrote:
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.

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Fitbit needs to update their app so it can now see the Bluetooth signal coming from the tracker. The Android update did cause this, but now the Fitbit mobile app needs to be modified so it can find the signal again. I can still sync using my laptop. When I go to the mobile app, it will show the updated data. However it's reading it from the internet, not the fitness tracker. The notifications are being passed through the internet as well.

[ReverendNewman]

SOB's just emailed me asking me if I wanted to purchase thier new Iconic!!!! Yeah, right!!!!

[ReverendNewman]

So true.

[Dave-in-Decatur]

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@Slambo wrote:
Fitbit needs to update their app so it can now see the Bluetooth signal coming from the tracker. The Android update did cause this, but now the Fitbit mobile app needs to be modified so it can find the signal again. I can still sync using my laptop. When I go to the mobile app, it will show the updated data. However it's reading it from the internet, not the fitness tracker. The notifications are being passed through the internet as well.

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I take your point. But why should they update their app to accommodate a bug in Android? What if Samsung (or Google, or whoever's ultimately responsible) fixes the bug, as they should? Then Fitbit would have to modify their app again to work with standard Bluetooth procedure. I'm frustrated by the whole business, but resigned to waiting for Samsung to get their act together. And to thinking long and hard before I buy another one of their (lamentably beautiful and innovative!) phones.

[Spunks]

Guys, I don't have a Samsung.  I have an LG / Android?  No fix solution?

[shemae41]

1. When did you begin experiencing these syncing issues? TODAY
2. What make and model mobile device do you have? MOTOROLA, DROID TURBO
3. What Android OS are you currently running (go to this link from your phone's internet browser to find out)? ANDROID 6.0.1 
4. What phone provider do you have (Verizon, T-Mobile, Sprint, etc)? VERIZONCANNOT SYNC 

[Airboy1]

I just reported my issue they emailed back fast I did all the things it said then logged out and back in I'm now back in business (TEAM SAMSUNG WORKING AGAIN)

[Spunks]

That's great.  Ii just got an automatic response saying it could take 2 days to respond.  But again I don't have a Samsung so this would not help me, whatever it is you did, and I don't have an Ipad or a kindle to sync to, and even if I did, I don't want to sync on those, I want to sync to my phone so I can easy access to it at all times.  If anyone gets a solution for an LG Android, let me know.  Thanks.

[Magsonjolies]

I am trying to sync to my PC without success. It's searching for the
tracker but can't find it - dongle and tracker both connected.

[pypnap]

who did you report your problem to?
 Peggy Y. Phillips

Moderator edit: Personal information 

[KayR]

Issue seems to have been corrected.
It is now syncing!​

[LoriFBuser]

The Bluetooth signal issue is not only affecting Android - IPad, PC, NOTHING sees my fitbit any longer.

[Spunks]

Mine still isn't working.  I reported the problem to fitbit support (e-mail) but no response yet.