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! 

[Lar5]

I got an Oneplus 5 withe the latest updates.

Earlier the Fitbit sync worked fine. About a week ago it stopped working.

The Fitbit app was updated to 2.56 (beta) today - no change still not working.

(Luckely my old Oneplus One (no SIM-card) with a custom ROM still syncs just fine.)

[Dave-in-Decatur]

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@Winwin1 wrote:
Not yet.

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@Winwin1, and others, it would help if, when you reply, you would click the Quote button, or at least indicate whose message you're answering. Otherwise I see several repetitions of the same reply, but no indication what the subject is. This thread is complicated enough!  All the replies go to the entire thread, not to the individual.

[Etain]

I received an email requesting my build number, so hopefully soon...

This too shall pass...

[Etain]

I received an email requesting my build number, so hopefully soon...

This too shall pass...

[cmbrowncpa]

Both my Flex and My One will not sync and support just tells me they are out of warranty.  But the devices work it is the software or the app.

[BahamasGirl365]

It's not syncing with the recent Apple ios update either. on 10/8.

[JayLatko]

@Etain They had me send in a "bug log" from my S5, we shall see!

[Cindyfrankin11]

Dave-in-Decatur

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@Dave-in-Decatur wrote:

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@Winwin1 wrote:
Not yet.

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@Winwin1, and others, it would help if, when you reply, you would click the Quote button, or at least indicate whose message you're answering. Otherwise I see several repetitions of the same reply, but no indication what the subject is. This thread is complicated enough!  All the replies go to the entire thread, not to the individual.

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Did not know this,  thank you.

[zinasman1]

It has nothing to do with Fitbit. It's the new update you downloaded on your phone. Complain to your cell carrier. See how to resolve problem.

[zinasman1]

Your laptop is good it's Verizon with the new download from Samsung.

[CJCT]

So it's now August 16th and my Flex hasn't synced since the Android update on August 8th.

When are you going to fix this?

[KellyS616]

I've moved on. Bought a new NOT FitBit and no problem with pairing / syncing it to my Samsung Note 4. It IS a FitBit issue.

[DeeAnn3]

I'm not able to sync to my Samsung S5 nor am I able to sync to my new MAC.  In order to get my ONE to sync I need to restart it not once but twice, maybe even 3 times.  This is not convenient!!  SO I decided to pull out my old laptop to use to sync my FB ONE.  Now, not even it will sync!! *Frustration!!*

What is going on?!?  I've had my FB ONE since Christmas 2012 and Love It.......until now.  Now, I'm frustrated!  I'm having issues with syncing AND I find out the ONE has been discontinued!  

I do not like wrist based trackers - for many reasons.  #1 and most important reason - they are not as accurate as a clip-on hip based tracker. This statement even made by Forbes.com.   

It seems it may be time to move onto another brand.

[Jsbcuz]

It was supposedly an android upgrade. I have the galaxy S5. But my
computer says it's ready to sync but won't. They are supposed to be
working on it but it well be awhile

[Jsbcuz]

It was supposedly an android upgrade. I have the galaxy S5. But my
computer says it's ready to sync but won't. They are supposed to be
working on it but it well be awhile

[Mja2001]

I can say with my Kindles, I can still sync so I just use those when not next to my PC. I hope a fix.is released soon for Samsungs...

[SHIRLCEY]

Tried to synch through MULTIPLE computers, but will *NOT* pick up the missing STEPS *OR* SLEEP data, won't register............in fact, both criteria are AWOL from the app, won't display (and please do not suggest re-installing the app -- been there & done that, to no avail), & are not available online @ Fitbit & interestingly enough, steps DO still show on the One each day, but I cannot for the life of me figure where they GO....sure as there are little green apples, they don't appear anywhere I've LOOKED for them & app isn't accepting updates to stats that it displays.  Talk about a nutty cluster...Fitbit *is* displaying a "good gracious, it's nothing WE'VE done -- OR planned"....but something is most definitely amiss.  ALL of the Android updates for ALL of the manufacturers & models just suddenly went NUTS at the same time? Just for Fitbit One (as I have been told, by Fitbit). Am trying to be patient & wait, as asked, for resolution to be found -- but it appears that multiple years of stats are AWOL & cannot be located or restored. Sigh.

[SHIRLCEY]

Good luck -- STEPS & SLEEP data are AWOL....suspect all is gone & unrecoverable.

[Ldyrokker]

I don't have a charger! Just a battery!

[SHIRLCEY]

WHY does this come as no surprise -- even though it seems eerily familiar?  (Can you say "Fitbit One" and "Android upgrade problems" and maintain a straight face?)