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! 

[Buckleys3]

Did all of that mine syncs i just cant get all the tiles, Fitbit is working on it


Sent from my Verizon, Samsung Galaxy smartphone

[Dondon]

I thought it was just my ohone i have unpaires my device and everything... couldn't find anything on this forum.. so now i have deleted the devuce and tried to add a device back on to my app and it cant find the device at all either... tried everything... so now i have to do it through my laptop on a night to see my info as the app wont work... grrrr

[Slopez27]

You may have to add some of the tiles back if they appear to be missing. There's a setting option which allows you  to choose which app tiles show. You can also scroll down to the bottom of the Dashboard screen and tap Edit to adjust tiles.

[SpartyMike]

90 minutes into trying to update....GRRR.  I couldn't update to the newest software version from my phone.

Software version: MMB29M.G900VVRU2DQH2

I had to use my computer and System Restore Phone, fingers crossed that this works.

[donnafogle]

Your lucky

[Tarheeelgirl]

Thanks for the heads up for the update.  My Note 4 has no new updates.  When I try to manually do it, it keeps popping up "connection is lost" after a few minutes.  Not giving up!  My fitbit app did just update.  

[SpartyMike]

Nope.  I wasted 3 hours of my morning trying in vain to update.  They had me do a software repair, resetting to factory settings, then all apps need to reload.  It is still on the old version!  This is what the Verizon support says:

what happens is google roll the updates out in an order to where it hit certain towers and device locations so that no everyone is receiving the update at the same time.

the roll out just started a few days ago. you will receive the update on your device in a particular order. Its based on your google account

Im sorry they advised you of the software repair but didn't inform you on what it would actually be doing. there is no way to tell when you will receive it.

 I only see that Google Android and Samsung August security patch has been applied.

A software has been changed to address an issue that Bluetooth connection with BLE devices are failing.

This sucks.

[CBUTLER]

I'm getting the same thing.  On the phone with Samsung right now.  Spent hours last night on Chat with Fit Bit until I gave up.  My PC can't locate my Fit Bit either.

[Slambo]

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@AlessFitbit wrote:

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! 

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After checking my Samsung S5 daily for new updates, one finally came through the other day and it worked for me, reestablishing my mobile Bluetooth connectivity. Fitbit, I want to thank you for exemplary communication skills and dedication for resolve of this issue (sarcasm). It appears that not everyone was as lucky as I. To me this was a gigantic trifecta fail on the part of Fitbit, Samsung, and in my case, Verizon. Fitbit now has a long way to go in repairing the faith of their customer base. I must also carefully reconsider my relationship with Samsung and Verizon as well.

[donnafogle]

Mine will not even pair yo lap top anymore

[LeeTeeinAZ]

I'm sorry to disagree, but the Samsung update HAS affected other bluetooth devices. It hasn't only affected Fitbits. I have another device (not a Fitbit) that stopped syncing the same day the OS update came out. It also uses bluetooth low-energy technology.

[Dondon]

Hi.

I have done that. Everything is there i have removed things and readded.

Donna Stevenson

[Dondon]

Yeah i have done that. I have removed my fitbit and tried to readd just wont find my fitbit or sync... yet it works perfect on my laptop...

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@Slopez27 wrote:

You may have to add some of the tiles back if they appear to be missing. There's a setting option which allows you  to choose which app tiles show. You can also scroll down to the bottom of the Dashboard screen and tap Edit to adjust tiles.

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@Slopez27 wrote:

You may have to add some of the tiles back if they appear to be missing. There's a setting option which allows you  to choose which app tiles show. You can also scroll down to the bottom of the Dashboard screen and tap Edit to adjust tiles.

---

[Dondon]

I am having the same problem.. my fit bit app worked fine but now my tracker wont sync... and yet I reinstall my app and reset my fitbit up and now it wont find my fit bit.. yet it works fine on my laptop.

[CaridadPineiro]

Had the same issue. Finally got thru and it said no updates. I have note 4. I wanted to get the note 8 but will not do it after this aggravation

[LinnieBinnie]

Be patient and PERSISTENT.

Based on the posts in this thread, I started looking for the Android update
for my Verizon Samsung Galaxy S5 early this morning. I kept getting the
message about not being able to connect, but around 12:45 it connected and
I was able to get the update.

After that, I downloaded the FitBit app again (which I had deleted because
it wasn't working anyway and it was interfering with being able to sync to
my laptop). The FitBit app must have been updated too because I am at
v.2.57.1 updated now. AND, I am back in the game!

I did not even need to remove/reinstall or reset my Flex. It just found it
and sync'ed.

[TFEDDER]

I was syncing well the last 5 days, now today it's worse than it was
before. I can't even adjust the time on my fitbit to the right time because
I can't sync it. It's delightful to own such an expensive thing that
doesn't work. I was better off with my pebble. That thing worked better
with a bankrupt company.......
I was syncing well for the last 5 days or so. As of this morning, my fitbit
is now a giant paperweight. Time is wrong because I can't sync it to
update, and frankly, I'm just getting mad.
Show quwas syncing well for the last 5 days or so. As of this morning, my
fitbit is now a giant paperweight. Time is wrong because I can't sync it to
update, and frankly, I'm just getting mad.

[FatFer]

EUREKA.....  I got a Samsung update to my S5 today, 9/14, and it resolved my FitBit One syncing issue. (There was also a FitBit update a few days ago)

FINALLY resolved...  Woo hoo!!!!!

[JayLatko]

I just completed the Samsung update G900VVRU2DQF2 on my Galaxy S5 which specifically addresses the pairing issues with Bluetooth Low Energy (BLE) devices and it WORKED! I have now synced my Fitbit Zip with the phone twice and all appears to be back to normal! Thanks Samsung! Thanks Fitbit!

[zinasman1]

As of today, you have a new update on your android device. Download the update and you will be able to sync your phone.