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! 

[karrinlew]

1. When did you begin experiencing these syncing issues?  Last synchronized 8/21/17  Tried to sync today - tried rebooting phone and Blaze.  Now Blaze is rejecting sync with my phone.  Blaze will sync with computer.
2. What make and model mobile device do you have (Samsung Galaxy S5, S6, Note 6, etc)? S8
3. What Android OS are you currently running (go to this link from your phone's internet browser to find out)?  G950USQU1AQGL
4. What phone provider do you have (Verizon, T-Mobile, Sprint, etc)?  Verizon

[TFEDDER]

I still am unable to sync to my android device as of 9/3/17. Is there any update on when this issue will be fixed? 

[reyesduran]

I believe it's a Samsung problem. Lucky for me I was having problems with my Note 4 and replaced it with a Pixel XL . Fitbit works perfectly on Android Oreo as of a few days ago and previous version. 

[ReverendNewman]

So what's the verdict ya'll? Is it FitBit, Samsung, Verizon? The Debate Starts now.

[ReverendNewman]

Does it matter at this point? U guys have had thousands of users provide u with enough combinations of phones, OS's, providers, etc. And ur still asking this useless question? No communication at all from u guys, except the generic "we apologize, we're working on it."

[TFEDDER]

I'm voting fitbit. My app shows it is attempting to sync, but isn't doing
anything.

[Urthmothr]

More research led me to find that it won't work with my computer because I have a Windows 7, not 8 or higher. I finally got it to work with my Verizon LG tablet, which is more recent than either my Galaxy5S or my computer.

[SunsetRunner]

It's September. Where's our update on this annoying issue! My tracker hasn't synced since the update August 4th. I'm just wearing an expensive, useless rubber band around my wrist while the "engineers" scratch their heads figuring out what happened!

[Dave-in-Decatur]

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@Nimix wrote:

 Is there any update from Fitbit on the progress on solving the issue though? Frankly, Samsung isn't going to fix this (even if they "broke" the Bluetooth communication channel with Fitbit) because they're not going to do this for one app. At least it won't be urgent to them. But this kinda makes it really difficult to use my fitbit at all otherwise!

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Unfortunately (or fortunately), it isn't just one app or device. I've seen reports of Garmin and other devices failing to sync, most recently a Rhythm heart monitor. I've also seen posts (some linked to from earlier in this thread) from app developers not connected to Fitbit who are having to deal with it. Hopefully, that might give Samsung a nudge, though they are not a notably caring and concerned corporation.

[Dave-in-Decatur]

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@Slambo wrote:

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Even though it appears that Samsung initiated this, Fitbit unfortunately still has to deal with it. All of my other Bluetooth devices have worked fine since the Andriod update on 8/8/17. It's just my Fitbit devices that can no longer sync using Bluetooth.

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Devices that use standard or classic Bluetooth connections do work fine (for instance, my car and my mobile keyboard). It's Bluetooth Low Energy devices that are having the problems. Fitbit is one example of these, but there are others.

[Dobemom3]

This is really upsetting to me, I feel like we all paid enough for Fit bit items that a fix should take less than weeks...I should not have to use another device to track my info, what is for bit going to do to compensate for the weeks we don't have trackers that work with our phones as we purchased them to...

[Dobemom3]

I agree 100%, this is absurd,  at this point I could have paid allot less money for an unattractive watch which is what this stupid thing is at  this point. I am getting close to requesting a refund and sending this **ahem** back! Useless!!!! And Fit bit dose not seem to give a care in the world since they already have our money....bet that they end up telling us to buy new fur bits that cost even more than the original purchased items. 

[Bigbaded]

I have three S5s in my house, one that didn't get the update two months ago. The phones with the updates refuse to sync, however the same trackers sync perfectly well with the samsung that hasn't been updated.

[ReverendNewman]

Agreed. I bought a Polar Bluetooth Heart Rate monitor last year and it didn't work. I cursed poor Polar up and down. And, my Plantronics headset has been on the fritz for over a year. Has to be an Samsung/Android issue. My Surge works fine with my iPod Touch. But for how long til Apple pushes down an update? Could just be Samsung's version of the open system Android OS. People with other phones, Pixel, dont seemed to be having the problem.

[TFEDDER]

After 85 attempts, I got it to sync once. I'm half tempted to yard sale my
fitbit and go with the cheaper Chinese models. They work with any platform
under the sun, with ease.

[ReverendNewman]

And what sucks is u can't roll back the update. Like doing a restore from a point when ur phone worked with no problems!

[Lemons2b]

If Fitbit says that it is a Samsung issue why won't Fitbit give us a link
so that we can complain to Samsung? Also, why can't they give us an
approximate date on a fix..A MONTH IS LONG ENOUGH!

[Auburn11]

They are being so slow on fixing the syncing issue it is pathetic, I would look to a different brand.

[Auburn11]

Unfortunately it didn't work for me, hopefully it will work for some but no luck here.

[zinasman1]

I have windows 10, won’t sync. With the help of Fitbit customer service, now besides not syncing with either laptop or Samsung S5, my Surge does not show accurate time. Time to go to Apple.

Sent from Mail for Windows 10