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! 

[Spunks]

SORRY, I DON'T SPEAK FRENCH.

[Kevin67]

Translate google 😉 

Hello,
I use google translation
Since this morning SMS notifications works as well as calls.

Samsung has updated touchWiz Home is it related to the problem knowing that I do not use this launcher by default but that of nova launcher.

[Spunks]

I don't have a Samsung, I have an android LG phone.  I keep telling everyone this but no one seems to be listening.

[Magsonjolies]

Mine suddenly started yesterday evening. It's a Motorola android.

[Kevin67]

Idem at home. I do not know if it has an update from Samsung, Android or fitbit.

Or pure chance

[ReverendNewman]

Fitbit still posting Ver. 2.56 on the Play Store. Ugh.

[Tremmel]

---

@Kevin67 wrote:

Bonjour,

Depuis ce matin les notifications SMS fonctionne ainsi que les appels.

Samsung a mis à jour touchWiz Home est-ce lié au problème sachant que j'utilise pas ce launcher par défaut mais celui de nova launcher.

---

Lo ciento! No speak-o French-o! Voulez-vous coucher avec moi?

[ReverendNewman]

Just emailed FitBit AGAIN!!!!

U guys r horrible u haven't fixed this syncing issue everyone is having yet. Never, ever will I purchase another one of ur products again. U obviously don't stand by ur products. And yes, I have read all the forums, called and emailed u, Verizon, Samsung. And nothing. Noone posts where u guys are at on this. Oh, but I got ur email about purchasing ur new Iconic. LOL. No way.

[Moonbeam31]

Sam sung s5

Android 6.0.1

Verizon 

[Moonbeam31]

Samsung S5

Android 6.0.1

Verizon

Cannot sync

[DrkCpa9]

Me too. I'm about ready to buy a different tracker - not from FitBit! 

[Moonbeam31]

What did they have you do?

[Spunks]

We also found the Fitbit app for your android mobile device needs to be updated it, we know after the update it will fix many of the issues experienced, please click on the link for step by step instructions  How do I update the Fitbit app for Android to a newer version?

Prior to following the troubleshooting procedure, make sure to restart the tracker, follow the instructions at How do I restart my tracker? to restart the tracker.

Here are the most common troubleshooting tips, when the tracker is not syncing with the mobile android device, they can also be found at  Why won’t my tracker sync? 

1. Close the Fitbit app and open it again. A sync should occur whenever the app is opened.
2. Turn off Bluetooth, turn it back on, and then open the Fitbit app.
3. If your tracker didn't sync, reboot your mobile device and then open the Fitbit app again.
4. If your tracker didn't sync, restart your tracker. For more information, see How do I restart my tracker?
5. If your tracker didn't sync, uninstall and reinstall the Fitbit app.
6. If your tracker didn't sync, try syncing with your computer.
7. Try turning on all-day sync so that your tracker will periodically try to sync with the Fitbit app. Note that some customers find that this feature causes the battery on their mobile device or their tracker to drain more quickly than normal.

If possible, try pairing your tracker to a different mobile device or a computer to sync. Note that you may need to make sure your tracker is only paired to one device at a time as described in Why won't my tracker sync to another device or computer?

If you’re still unable to sync, try deleting the tracker and setting up again, please follow the quick setup instructions at  How do I set up my tracker?

[firewalker80]

This is a very good point. A lot of people are complaining that nothing will sync with your tracker after the samsung update or of some other update. This will often be because another device is holding the connection.   For instance the samsung s5 update that broke things does exactly this. The fitbit thinks the connection has been made but the phone does not. If you then try and connect/pair the fitbit with other phones/tablets/PC's it may not work work because the connection is held by the phone still.  Turn off bluetooth on the phone and restart your fitbit before trying to pair with another device.

If none of that works your fitbit may have hardware faults or be bricked due to an unsuccessful update. 

[MaryCK]

Yeah, because its an android problem not a Samsung one, people just tend to call all android devices 
"Samsung"

[chassmissd1]

I saw you have an LG, I have an Android,  too but mine is a Samsung.  I though maybe I'd try it on my daughter's phone, she has an iPhone it would not pair to hers either. 😔 

Today, they sent me an offer for a new Fitbit. This will be my 4th one. 

I'm thinking I'll use it as a paperweight. 👎

[Spunks]

That's a good one!   A paperweight!!

I'm going to try the reset tracker tonight since I tried everything else. 

I will let you all know tomorrow how it went!  I'm not real hopeful although others on this site said it worked for them so we shall see!

Have a good night, everyone!

[myerspal]

how did you get them to send you a new one? I have reached out but not had an offer of a new device.

[chassmissd1]

fitbit-support at fitbit. com  ( @ symbol no spaces) 

I emailed them at this address,  told them the steps I had taken, sent them a copy of screen shots showing "can't pair with flex", "we found your fitbit", and other information I thought would be useful. 

[ReverendNewman]

The FitBit phone support guy on the phone offered a 50% discount on a new device, (I'm assuming the Iconic) or a new Surge. I took the freebie. Maybe I can sell to someone with an iPhone. LOL. I won't buy another FitBit product.