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! 

[TrailRunner693]

Have Blaze and Surge.  Surge last synced on 11th.  Blaze continues to sync.  Ran through all the above.  Try syncing on computer, removed fit bit app from all devices and reinstalled.  Unpaired all bluetouts from samsung s5.  Note could not un-pair surge until removed fitbit ap and then delete bluetooth catche.  Add device for blaze and app saw it then permenetly lost it.  Blaze added without hitch and continues to sync.  Thought Surge was broken but now not sure.  Seems like Surge got currupted and now can not communicate with anything. 

On the Garmin note,  have Fenix I use for conditioning horses.  It got flaky, so got Surge as back up. Did reset to factory seting and was carefully of my setting and the old Fenix woods and syncs.  Believe something is getting currupted in the fitbit and so will not sync with anything.  Need way to clear everything back to factory settings.  Additional note, blaze and surge are working on different firmware.

[Sarahbill]

Is there any news since 8-10-17 on how we can sync our fit bits to the app again?

[Kevoss]

It's a Fitbit update though and it's not just Verizon and Samsung users that are having issues.

[Devryan13]

This morning my Bluetooth finally recognized my Flex but it still couldn't pair with it. My phone is a note 4. I have tried many, many times to pair with my computer using the dongle thing without success.

[Fitness_Walker]

If another company had something small, similar to my fitbit one, I'd definitely consider it. I don't want something I have to wear on my wrist all the time.

[piedwagtail91]

Same here. Can't get the data from yesterday's walk. 4 hours today to get basic walk info . For today's walk. Still no splits or map. 

Lots of can't find tracker. 

All my records have gone. 

Unable to log food weights. 

Can't you just give us the old app back till you fix this? 

Maybe testing before releasing something so poor and unusable would help? 

[JayLatko]

Possibly some good news, my Samsung Galaxy Tab 4 has synced twice now, once last night and once this morning. Only problem is its running the older lollipop android version 5.02. There was a fitbit update to this system yesterday around 3pm Arizona time, so that apparently fixed the bluetooth issue with the older version. Hopefully they are fixing their way up to the Marshmallow version? 

[LibbyBuss]

It's been over a week now, since the Android update and my Flex won't sync. Any news when the issue might be resolved?

[SNS1999]

I'm in the same boat as everyone here, I haven't been able to sync on my Galaxy S5 since I updated last week. 

Yesterday I was able to sync with my Windows 10 laptop, but then it gave me a "Fitbit connected to another device, please remove" message or something similar. After unpairing on my laptop and phone, it wouldn't find my zip. 

This morning it found it and I was able to sync, but still can't on the phone. 

This is very frustrating, I wish it would be addressed by other than "restart your fitbit." 

[myerspal]

What's up Fitbit? Do we need to buy another device from another company

[Dave-in-Decatur]

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@Kevoss wrote:

It's a Fitbit update though and it's not just Verizon and Samsung users that are having issues.

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OTOH, there are Verizon Samsung users reporting problems with devices other than Fitbit after the Android update, so it's not just Fitbit either. It may be that both the Android and Fitbit updates around the same time are causing problems.

[sneeho]

How will we know when you have a solution? And will there be anything we will need to do to get the update to our fitbits?

[GreengirlSF]

It's frustrating. My Fitbit hasn't synced on phone or laptop since last
Wednesday. And I get points in a wellness program through work via Fitbit
so I'm bummed that I'm not getting my points. This is taking too long. I
really like my One, so hope this gets fixed soon! Don't want to have to get
a different tracker.

[JayLatko]

You can still record the data daily from your One and manually enter the
data on the Fitbit app.....

[Wlogue]

I havery 2 other bluetooth devices that do not present a problem, only fitbit. My phone doesn't even locate tracker. Message states tracker not found.



Sent from my Verizon 4G LTE smartphone

[Fatty987654]

Tried that, issue is since I removed the app I cannot even set up the device after using your instructions but thanks anyhow. Still broke because of Samsung S5 update.

[Moondancer24]

I do not have the option of syncing to another mobile device, or computer. Please fix this issue! 

[Davidmm]

I tried syncing with computer. I get the message "you haven't synced lately". Yeah, no kidding. No help at all. 

[firewalker80]

It's not necessarily a problem with Bluetooth but Bluetooth Low Energy, Also referred to often as Bluetooth 4.0 or BLE.

I'm not positive it effects all BLE devices but so far everything I've tried has failed. 

Also, this has nothing to do with fitbit. Problems pairing/connecting BLE and bluetooth devices in general is sometimes erratic/problematic as many different factors come into play, but those cases aren't the norm. Many people having pairing problems here seem to be completely unrelated (iOS problems, etc). The problem here is that Samsung released an update for the Verizon variant of the phone , with a build # ending in DQF2  for the S5 and CQF2 for the Note 4 and those do not work 100% of the time for anyone AFAIK.

If anyone has been able to connect to a blueooth low energy device using a phone that has this build number at the end please share! You can find this information in settings->about.

[Wlogue]

I have that build on my galaxy s5 and was able to connect to a soundbox.


Sent from my Verizon 4G LTE smartphone