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RESOLVED: Android users unable to sync after Samsung Update (8/8/17)

ANSWERED
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‎08-10-2017 12:47 - edited ‎09-19-2017 12:24

‎08-10-2017 12:47 - edited ‎09-19-2017 12:24

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! 

Want to get more steps? Visit Get Moving in the Health & Wellness Discussion Forum.

Best Answer
1,284 REPLIES 1,284

‎09-11-2017 00:15

In response to BekahLynn

‎09-11-2017 00:15

I'm with you BekahLynn. The Alta HR which I bought last Wednesday has not synced since Thursday at 1646. It goes back to the retailer today. My patience is at an end!

Best Answer

‎09-11-2017 04:35

In response to Slopez27

‎09-11-2017 04:35

The last response they gave me was this issue is out of their control.
But they did offer me a free 6 months Fitbit premium package even though my Surge is totally useless.
Best Answer

‎09-11-2017 05:44

In response to Slopez27

‎09-11-2017 05:44

Yup it's obvious - they have all of their devs busting butt trying to get the Ionic ready to sell before Christmas - so you can be sure that this BT issue we're experiencing is on the very back burner.
Many options abound - look for another device and ecosystem - they exist and by golly, they actually SYNC with a phone! 🙂

Best Answer

‎09-11-2017 05:49

‎09-11-2017 05:49

The PROBLEM is actually SAMSUNG!!!  I spent hours on the phone with Verizon,  and even did a factory reset on my phone (which really stinks btw.)

All along it was Samsung''s update that messed up communication between Fitbit and Androids. But what can we, the little guy, do to help this situation? Call Samsung and complain. That's what. It's also up to Fitbit to put pressure on Samsung though.

 It''s very convenient that Samsung pushed an update that stopped Fitbits from working on Droids, and at the SAME TIME  Samsung came out with a new fitness watch...  oh yeah, that's right people. This was intentional by Samsung.

So, as frustrating as this is, it is SAMSUNG that we need to be calling. It's THEIR products that we need to be considering walking away from. Not Fitbit. (And no, I do not work for Fitbit, nor do I have ANY affiliation with the company. ) Here is Samsung's phone number:

Samsung Customer Service:

888-987-4357

Samsung Website: http://www.samsung.com/us/

 

Let Samsung know how you feel!

Best Answer

‎09-11-2017 06:16

‎09-11-2017 06:16

Finally after a week of not being able to sync my One. It happened yesterday morning....after uninstalling and reinstalling on both the laptop and the phone. I hope everyone gets theirs to sync soon! 

Best Answer
0 Votes

‎09-11-2017 07:03

In response to stygmata

‎09-11-2017 07:03

I created some stir on Facebook the other day when an ad came on for the
fitbit, so I posted my negative feelings on the advertisement. I got
several messages from fitbit on the public page trying get to "solve" my
problem. Then in private late in the day after "investigating" my work
order from weeks ago, they apologized and assured me they were working to
solve the problem.
Best Answer

‎09-11-2017 08:33

In response to RAN82

‎09-11-2017 08:33

Sorry - fitbit needs to fix the issue.  Fitbit is the hosted app, Samsung is the O/S provider.  It would like blaming your ISP if Netflix stopped working on your devices.  I agree 100% that Samsung caused this issue but fitbit has to work within the parameters of the provider.  It's just how it goes.  Clearly this issue has not affected other Bluetooth connected devices so fitbit has to fix the issue.  

Best Answer

‎09-12-2017 05:30

In response to KPLGSO

‎09-12-2017 05:30

I agree. From my experience, there's usually a few kinks every time one of them releases a new update but it gets worked out because Fitbit responds with either an additional update or I reset my tracker and works again. Not even close this time.

I understand Samsung has their own fitness products they're trying to launch but they know they won't convert every Fitbit customer and that's a large base they wouldn't want to lose if a product won't communicate. Vice versa, I don't see why Fitbit would refuse to address technical issues and/or make modifications to keep their Samsung customers.

In my case, I have a One tracker. While it's not "discontinued" at this point, they do seem to be slowly removing it from their lineup, which may lead up to ending technical support. It's a shame. Personally I'm not interested in getting a watch that has a bunch of bells and whistles for $200.

Best Answer

‎09-12-2017 06:31

‎09-12-2017 06:31

Here's a little more info for those of you who are waiting for a fix. Apparently the problem comes from the Android update issued by Samsung in July 2017 and distributed by Verizon in August 2017. It looks like the update broke support for the Bluetooth Low-Energy (BLE) communications protocol, which is what your Fitbits use to sync with phones. We will probably have to wait for Samsung and the carriers to come out with a fix for it, and so far, I haven't been able to find any official announcements about it, other than that they're working on it.

 

https://community.verizonwireless.com/thread/936098

https://stackoverflow.com/questions/45664108/samsung-s5-and-note-4-july-security-update-appears-to-h...

http://developer.samsung.com/forum/thread/bluetooth-le-issues-on-note-4-and-5-after-recent-system-up...

Best Answer
0 Votes

‎09-12-2017 14:22

In response to logginsteps

‎09-12-2017 14:22

@logginsteps wrote:

Here's a little more info for those of you who are waiting for a fix. Apparently the problem comes from the Android update issued by Samsung in July 2017 and distributed by Verizon in August 2017. It looks like the update broke support for the Bluetooth Low-Energy (BLE) communications protocol, which is what your Fitbits use to sync with phones. We will probably have to wait for Samsung and the carriers to come out with a fix for it, and so far, I haven't been able to find any official announcements about it, other than that they're working on it.

 

https://community.verizonwireless.com/thread/936098

https://stackoverflow.com/questions/45664108/samsung-s5-and-note-4-july-security-update-appears-to-h...

http://developer.samsung.com/forum/thread/bluetooth-le-issues-on-note-4-and-5-after-recent-system-up...

Is this a bug or is it intentional on Samsung's part? In speaking with a Samsung rep in person, he claims that Samsung alerted Fitbit of the issue just prior to the update. Then the rep proceeded to trash Fitbit while trying to sell me the even more expensive Samsung fitness tracker. In the mean time, we have not received one bit of technical info regarding the supposed progress Fitbit is making to fix this.

Best Answer

‎09-12-2017 16:00

In response to Slopez27

‎09-12-2017 16:00

I know exactly how you feel if I wanted all the bells and whistles I just use the walking app on my Samsung phone which is actually better than the Fitbit but can't take it for a jog or various other places


Sent from my Verizon, Samsung Galaxy smartphone
Best Answer

‎09-12-2017 19:29

In response to Slambo

‎09-12-2017 19:29

I wonder if someone were to contact 

"7 On Your Side"...and this issue was televised, perhaps a remedy would be swifter! Just a thought!

Best Answer

‎09-13-2017 06:29

In response to Slopez27

‎09-13-2017 06:29

I have a One also and am not interested in wearing a watch. I am so
disappointed. I had a fitbit update to my moto phone last night, nothing
changed. At this point no manufacturer carries a device that is not a
watch.
Best Answer

‎09-13-2017 07:58

In response to Slopez27

‎09-13-2017 07:58

I agree. I like my one. Don't want a watch or wrist type tracker.
Best Answer

‎09-13-2017 09:11

In response to KPLGSO

‎09-13-2017 09:11

I need to fix your example...Bluetooth low energy is a standard...and it gets designed by a group of companies. When Samsung sells you a phone supporting a standard, and then an update breaks it, then Samsung has to fix it.

 

Let me fix your example too: if your ISP decides to do not support streaming as is, then Netflix, youtube...or most of the video apps that use that standard stop working, you MUST blame the ISP since it has to notify users of the network about the rule change (and it would have to notify you, that you purchased the service knowing Netflix would work, that now it does not work anymore).

 

Even better: let's say that your ISP router updates the WiFi standard to make it compatible ONLY to their PC (or Mac updates its routers one day to support only Macs). What would you do? Blame Microsoft, Dell, HP to not work with your router anymore?!

 

Sure, Netflix and Fitbit can fix it, but. that is a different question. If you buy a phone with Bluetooth Low Energy, that has to keep working. PS: this is very technical. The error the app received back when trying to connect is mistakenly raised by the Samsung changes to the BLE Android Stack or OS. This is a SAMSUNG bug. We rarely see this on other devices, but we have always seen it on Samsung phones, but usually a restart would fix it. I know this since I have a BLE product on the market too, and guess on which devices it stopped working after the update?! S5 Verizon.

Best Answer

‎09-13-2017 10:12

In response to Biccio

‎09-13-2017 10:12

UPDATE -- 9/13/17 --

I believe the update is in as of 10AM west coast time (PDT). I heard from samsung that it was coming today and I just did a manual check for updates and it is now updating.  You'll get the update without doing anything but it may take a few days. If you want it now, do a manual check for update from Settings  -> System updates


I'll report back if it doesn't work.

 

This is for the Galaxy S5. 
I would imagine the Note 4 also has the update but I'm not sure on that.

Best Answer

‎09-13-2017 10:16

In response to firewalker80

‎09-13-2017 10:16

Update description:

https://www.verizonwireless.com/support/galaxy-s5-update/

Software Version: Software version: MMB29M.G900VVRU2DQH2

Android® Security Patch Level: 2017–08-01

  • August 2017 Android security patches.
  • Fixed an issue where device was unable to connect and pair with some Bluetooth® Low Energy (BLE) devices.
     

 

Best Answer

‎09-13-2017 10:31

‎09-13-2017 10:31

Not Syncing-

  • When did you begin experiencing these syncing issues?
    • 9/10/2017, last sync was 9:10pm Central.
  • What make and model mobile device do you have (Samsung Galaxy S5, S6, Note 6, etc)?
    • Samsung Galaxy S5
  • What Android OS are you currently running (go to this link from your phone's internet browser to find out)?
    • Android 5 (Lollipop)
  • What phone provider do you have (Verizon, T-Mobile, Sprint, etc)?
    • AT&T
Best Answer
0 Votes

‎09-13-2017 10:35

In response to firewalker80

‎09-13-2017 10:35

Mine works most of the time,  now. So does  my tablet. It is frustrating when they don't connect, and once I had to reboot my FitBit.

Best Answer

‎09-13-2017 10:45

‎09-13-2017 10:45

  It's been a little clunky, but fine, until Tuesday:

 

  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)?

1.  Tuesday, after the new app update downloaded.

2.  Samsung Galaxy S7 Edge, Fitbit One

3.  Android 7

4.  Sprint

 

Best Answer
0 Votes