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! 

[Littlewendy]

Thanks for this I didn't know
Get Outlook for Android

[kceells]

AHH- both updates (FitBit and Android) happened within days of each other, so I thought it was FitBit. It does seem I am not the only person having the problem so maybe things will get worked out. Unfortunately my computer is old (no blue tooth) and my FitBit Charge 2 did not come with a dongle so I cannot sync it to a computer app. My phone app does seem to be working intermittently throughout the day so I will hold out to see if software developers on all sides can get it all sorted out. Last resort is to buy a dongle so I can sync to computer. 

I appreciate you taking time to answer  🙂

[KellieColins]

Android

[KellieColins]

Where is the link at?

[Slambo]

The Garmin looks good. I wish I would have seen this before purchasing my Surge. Between the syncing issues and the horribly engineered band on the Surge, I've had it.

[Mckilcoin]

Is there any update on this issue?

[zea]

Me too. Fitbit Flex with Samsung-SM-G900V, Sync stopped working after latest Android update, now 6.0.1. None of the suggested fixes worked.

[Aak516]

My Charge HR isn't syncing now either. Any idea of when it'll be fixed?

[JayLatko]

The answers I've seen are "be patient" so who knows? It seems like we
should probably be hounding Verizon and Samsung for answers on why their
update has caused such a glitch in Bluetooth which has crippled our Fitbit
's!

[WDG]

Hello,

Has your team figured out what is the glitch of "why" the fitbit will not sync. Does Verizon or Samsung need to be notified? Not everyone has the capability to sync to another computer, tablet,or laptop. Please give an update to where you are at during this process.  I believe that the fitbit community would appreciate it.

Hello AlessFitBit,
Has there been any new updates regarding this issue?

Thank you,

[Cabugao]

Haven't been home all day and left my "defective" surge at home by my desktop. Checked my phone app 15 miles away and see that it synced 2hrs ago. Not sure if that's a one time sync...I had one green light go out when all these syncing issues came about and they said it was a defective heat sensor but all data was collecting on the surge. It just wouldn't sync. So, don't know if that green light is out. I'll know when I get home. I already like the Garmin better. The step count isnt as sensitive as the fitbit. You move your hand and the Fitbit counts a step. The Garmin doesnt. So, if my fitbit is now working, the only thing to keep wearing it would be to do the challenges with my coworkers. Garmin is better

[Colinm39]

@WDG@AlessFitbitThere is enough in the internet telling us of the Verizon, Samsung bungled BLE Bluetooth issue..

I'm surprised Fitbit haven't responded to advise they are trying to work around the Samsung/Verizon issue. Proof is in the phone... Still no issues with my Sony.. But Sony don't have 30% of the market... and... I'm getting tired of awakening and getting today 45 emails about this issue...

@WDGI'm also surprised this is not more on the internet re the Samsung issue..

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@WDG wrote:

Hello,

Has your team figured out what is the glitch of "why" the fitbit will not sync. Does Verizon or Samsung need to be notified? Not everyone has the capability to sync to another computer, tablet,or laptop. Please give an update to where you are at during this process.  I believe that the fitbit community would appreciate it.

Thank you,

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[Cabugao]

Well the sync that happened when I wasn't home ended up being a one time thing cause that was 4hrs ago and wouldn't sync when I got home

[Colinm39]

@Cabugao That one time sync would have occurred if you were in the proximity of a computer with a dongle. Fitbit operates this way and doesn't need any pass through security to update your databases on the Fitbit servers.

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@Cabugao wrote:

Well the sync that happened when I wasn't home ended up being a one time thing cause that was 4hrs ago and wouldn't sync when I got home

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[Cabugao]

@Colinm39 I understand that but with the whole week of syncing issues, between a samsung and Iphone, I also tried it on the desktop several times with the dongle and with the bluetooth on the laptop. So can't say it was a samsung thing cuz I tried the iphone and desktop. Can't say it's a verizon or Android bluetooth issue cuz it didn't work with the desktop. Can't say I had a defective surge cuz I went out and bought a brand new blaze and couldn't even pair/connect to any devices mentioned above straight out if the box. I returned that blaze and bought the Garmin and it worked fine on same samsung and desktop. Didn't even try the iPhone at that point. Fitbit just emailed me apologizing for the hassle and that the blaze out of the box must've been a manufacture thing. That just proves that theyre putting put way too many poorly made products from all the complaints I've seen beyond the recent syncing issues.

[CindyA58]

My flex also stopped synching following my August 8th update. I have a galaxy note 4.

[Wlogue]

Not that I know.

[Fitness_Walker]

I have a Note 4 as well and have had issues since the phone update last week. I have spent hours trying different things. Verizon had no clue what to do. Fitbit said it was the fitbit at first, so bought a new fitbit...same issue. Tracker not found. Now fitbit tells me it's a phone issue. Spent 30 min on the phone with Samsung. The arrogant employee made me feel like an idiot and told me it's an app issue, not a phone issue. The only way I can sync my fitbit is to uninstall and reinstall on my computer each time I want to sync, and that doesn't always work either. So, so frustrating!!!!

[Fitness_Walker]

I'd love to sync with computer or another device, but it won't work! The only way I have been able to sync with the computer, is uninstalling and reinstalling the fitbit each time I want to sync, and that doesn't always work. Replaced fitbit, same issue. Countless hours spent between Fitbit support, Verizon, and Samsung. No one has answers. 

[baudine]

Aless, is this fix also going to take care of the thousands of other fitbit users that have not been able to sync since August 8 , update of Samsung phones?

We are all out here waiting for any information from FitBit. Thanks.