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! 

[Airboy1]

Did you remove it totally from your phone and Bluetooth then reinstall it

[BekahLynn]

Yes, several times.

[nedpaul32]

The problem is with Android Marshmallow 6.0.1.  They changed how bluetooth works and it only supports named devices now.  A fitbit device does not have a name over bluetooth.  It sounds like Samsung created the problem, but Fitbit will have to fix it.

[TFEDDER]

Mine seems to be working again just fine. Has been all day, other than a
brief moment. My issue didn't occur with the update though. It started just
2 days ago.

[FahnM]

It never connected to my phone in the first place, that's what I am having
issues with

[JudyMiller57]

And that is why I will not buy another Android.

[TXAnneV]

They have been "working on it" since August 8th!!!!

[Urthmothr]

When I picked up my Galaxy S5 (Android) today, it was notified me of my accomplishment from yesterday - it was synced!

[FitQueen59]

I am still having issues with mine. Tried to pair my Flex with my samsung
galaxy S5 phone and received error message "can't communicate with phone"
sync's with laptop just fine. I really need some answers!!!!!!!!!!!!

[CJCT]

Don't hold your breath!  Mine has been unable to synch since August 8th.  There are 56 pages of complaints on this thread now......and still no solution from Flex.  😞

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@FitQueen59 wrote:
I am still having issues with mine. Tried to pair my Flex with my samsung
galaxy S5 phone and received error message "can't communicate with phone"
sync's with laptop just fine. I really need some answers!!!!!!!!!!!!

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[SteveB23]

Sync problems just started today. Blaze wont sync to Samsung Galaxy Core and I cant get the Bike function to connect to the phone, not that  it was reliable in the first place.

Have just today lost the ability to sync to my Samsung Galaxy Core, wonder if this is related somehow App version is 2.56

I have a Blaze and Samsung Galaxy Core phone. Never had a problem until today with it syncing. Phone says its paired and connected but Blaze wont sync or connect for the connected GPS function. I have tried everything, reset the phone, reset the Blaze, deleted the Bluetooth pair and re paired, deleted the app and reinstalled but nothing works. Is there a new problem? Anyone else having troubles today?

Moderator edit: Format

[Urthmothr]

I did everything I was supposed to do, and nothing seemed to be working. Apparently it did work, but something was preventing it from activating. It seems to have activated during the night (I had left my phone on).

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@Airboy1 wrote:

Did you remove it totally from your phone and Bluetooth then reinstall it

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[CJCT]

Yep, I have reinstalled, turned everything on and off, and reset the
battery.....numerous times over the past month. 😞

[FitQueen59]

Yes, I have uninstalled Fitbit and reinstalled several times. Sometimes
flex shows up in the bluetooth, but won't pair, keep getting error message
"can't communicate ".

[CBUTLER]

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? Thursday, August 31 @ 8:40 a.m. immediately after my Android updated
2. What make and model mobile device do you have (Samsung Galaxy S5, S6, Note 6, etc)? Galaxy Note 4
3. What Android OS are you currently running (go to this link from your phone's internet browser to find out)? Says it is not detected
4. What phone provider do you have (Verizon, T-Mobile, Sprint, etc)?Verizon

[Msw330]

1. these syncing issues? Began after last Samsung update a few weeks ago
2. What make and model mobile device do you have (Samsung Galaxy S5, S6, Note 6, etc)? S7
3. What Android OS are you currently running (go to this link from your phone's internet browser to find out)?  Android 7 nugat
4. What phone provider do you have (Verizon, T-Mobile, Sprint, etc)?  Verizon

[CJCT]

Synch problem started 8/8 after updating my Samsung Galaxy 5. Currently
running 6.0.1. (Marshmallow ) Verizon is the carrier.

[Lasonia]

1. When did you begin experiencing these syncing issues? August 9th
2.What make and model mobile device do you have (Samsung Galaxy S5, S6, Note 6, etc)? Galaxy S5 SM-G900V
3.What Android OS are you currently running (go to this link from your phone's internet browser to find out)?  6.0.1  Kernal version 3.4.0
4.What phone provider do you have (Verizon, T-Mobile, Sprint, etc)? Verizon

Swapping Fitbit devices -- no change

[AlessFitbit]

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! 

[Funegrl61]

Has there been a resolution to this problem I still can't cet messages and calls on my Fitbit Blaze?