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

ANSWERED
Replies are disabled for this topic. Start a new one or visit our Help Center.

‎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

‎08-17-2017 17:56

In response to SunsetRunner

‎08-17-2017 17:56

When did you begin experiencing these syncing issues?

Immediately after the Andriod update on 8/8/17.

What make and model mobile device do you have (Samsung Galaxy S5, S6, Note 6, etc )?

Samsung Galaxy S-5, Model SM-G900V

What Android OS are you currently running?

Android ver. 6.0.1

Carrier: Verizon

 

Best Answer
0 Votes

‎08-17-2017 18:01

In response to ErickFitbit

‎08-17-2017 18:01

When did you begin experiencing these syncing issues? August 10 the update
downloaded. My zip fit app says the last sync was Aug 10

What make and model mobile device do you have? (Samsung Galaxy S5

What Android OS are you currently running? Version 6.0.1

What phone provider do have? Verizon
Best Answer
0 Votes

‎08-17-2017 18:04

In response to Karen1964

‎08-17-2017 18:04

I have the s5. Android 6.0.1 (Marshmallow) .. I updated on Aug 9th and haven't been able to sync since then.


Sent from my Verizon 4G LTE smartphone
Best Answer
0 Votes

‎08-17-2017 18:10

In response to ErickFitbit

‎08-17-2017 18:10

  When did you begin experiencing these syncing issues? I postpone the update to the Aug 9th.  That's when it stopped syncing What make and model mobile device do you have (Samsung Galaxy S5, S6, Note 6, etc)? S5
 What Android OS are you currently running (go to this link from your phone's internet browser to find out)? Android 6.0.1 (Marshmallow)
What phone provider do you have (Verizon, T-Mobile, Sprint, etc)?Verizon 

Sent from my Verizon 4G LTE smartphone
Best Answer
0 Votes

‎08-17-2017 18:11

‎08-17-2017 18:11

  1. When did you begin experiencing these syncing issues?  August 8th.
  2. What make and model mobile device do you have (Samsung Galaxy S5, S6, Note 6, etc)? Galaxy S5
  3. What Android OS are you currently running (go to this link from your phone's internet browser to find out)? Marshmallow 6.0.1

What phone provider do you have (Verizon, T-Mobile, Sprint, etc)?  Verizon 

Best Answer
0 Votes

‎08-17-2017 18:22

In response to SunsetRunner

‎08-17-2017 18:22

When did you begin experiencing these syncing issues? 8/9 right after the system update

What make and model
mobile device do you have (Samsung Galaxy S5, S6, Note 6, etc)? S5

What Android OS are you currently running? marshmallow 

Verizon 

Best Answer
0 Votes

‎08-17-2017 18:24

‎08-17-2017 18:24

 

  1. When did you begin experiencing these syncing issues?Aug 5, 2017 software updated to G900VVRU2DQF2
  2. What make and model mobile device do you have (Samsung Galaxy S5, S6, Note 6, etc)?Samsung  Galaxy S5
  3. What Android OS are you currently running (go to this link from your phone's internet browser to find out)?Android 6.0.1 Marshmallow 
  4. What phone provider do you have (Verizon, T-Mobile, Sprint, etc)?Verizon 
    @AlessFitbit wrote:

    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: 8/10/17

     

    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! 

    @AlessFitbit wrote:

    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: 8/10/17

     

    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! 



Best Answer
0 Votes

‎08-17-2017 18:31

In response to stefjam

‎08-17-2017 18:31

| Galaxy s5, verizon,Android  6.0.1 marshmallow smg 900vIssue started in aug.8

Sent from AT&T Mail on Android
Samsung S5VerizonAndroid 6.0.1 Marshmallow smg900vIssue started 8/8/17 |
Best Answer
0 Votes

‎08-17-2017 18:34

In response to ErickFitbit

‎08-17-2017 18:34

When did you begin experiencing these syncing issues? What make and model
mobile device do you have (Samsung Galaxy S5, S6, Note 6, etc)? What
Android OS are you currently running (go to this link from your phone's
internet browserto find out)? Whatphone provider do you have (Verizon, T-Mobile, Sprint, etc)?

8/7/17 at 6:30pm, Samsung Luna, 6.0.1 marshmallow, and Straight Talk
Best Answer
0 Votes

‎08-17-2017 19:01

‎08-17-2017 19:01

Version:1.0 StartHTML:000000268 EndHTML:000027059 StartFragment:000025842 EndFragment:000026862 StartSelection:000025842 EndSelection:000026852 SourceURL:https://community.fitbit.com/t5/Android-App/Android-users-unable-to-sync-after-Samsung-Update/m-p/21...: Android unable to communicate with Fitbit - Page 23 - Fitbit Community

 

  1. When did you begin experiencing these syncing issues?8/8/2017
  2. What make and model mobile device do you have (Samsung Galaxy S5, S6, Note 6, etc)?-----------------Samsung Galaxy S5
  3. What Android OS are you currently running (go to this link from your phone's internet browser to find out)?---- 6.0.1 version
  4. What phone provider do you have?----------------------- Verizon 
Best Answer
0 Votes

‎08-17-2017 19:03

In response to ErickFitbit

‎08-17-2017 19:03

Previously reported this info
About 8/8 problem started
Samsung 5s
Fitbit 7.81
Best Answer
0 Votes

‎08-17-2017 19:05

In response to ErickFitbit

‎08-17-2017 19:05

When did you begin experiencing these syncing issues? A couple weeks ago
so I tried inspiring my device and when I tried to re-pair it it wouldn't
connect.

What make and model mobile device do you have (Samsung Galaxy S5, S6, Note
6, etc)? LG g5

What Android OS are you currently running (go to this link from your
phone's internet browserto findout)? Android 7 (nougat)

What phone provider do you have (Verizon, T-Mobile, Sprint, etc)? Verizon
Best Answer
0 Votes

‎08-17-2017 19:10

In response to Jewels4

‎08-17-2017 19:10

1) 8/8. About 4:30 am right after update 

2) Samsung Galaxy 5. Samsung Note 

 

3) android 6.0.1

 

4) Verizon 

Best Answer
0 Votes

‎08-17-2017 19:19

In response to BeActive723

‎08-17-2017 19:19

I have an LG though, would it be the same problem? It did stop syncing
after an update but I'm not sure what the update was for.
Best Answer
0 Votes

‎08-17-2017 19:28

In response to Karen1964

‎08-17-2017 19:28

  1. When did you begin experiencing these syncing issues?   8/7/2017 @ 4:15pm
  2. What make and model mobile device do you have.       Samsung Galaxy Note 4
  3. What Android OS are you currently running (go to this link from your phone's internet browser to find out)?Marsmallow 6.0.1
  4. What phone provider do you have (Verizon, T-Mobile, Sprint, etc)?verizon
Best Answer
0 Votes

‎08-17-2017 19:35

In response to ErickFitbit

‎08-17-2017 19:35

When did you begin experiencing these syncing issues? What make and model
mobile device do you have (Samsung Galaxy S5, S6, Note 6, etc)? What
Android OS are you currently running (go to this link from your phone's
internet browserto find out)? Whatphone provider do you have (Verizon, T-Mobile, Sprint, etc)?

Since last phone update, on or about 8/8/17, I am no longer able to sync
with my phone. Provider - Verizon Wireless / Make & Modile - Samsung
Galaxy S5

A fix to this issue would be greatly appreciated!!!
Best Answer
0 Votes

‎08-17-2017 19:40

‎08-17-2017 19:40

  1. When did you begin experiencing these syncing issues? -- after my last update (Aug 😎
  2. What make and model mobile device do you have (Samsung Galaxy S5, S6, Note 6, etc)? Samsung Galaxy S5
  3. What Android OS are you currently running (go to this link from your phone's internet browser to find out)? Android version 6.0.1
  4. What phone provider do you have (Verizon, T-Mobile, Sprint, etc)? Verizon

 

Best Answer

‎08-17-2017 19:57 - edited ‎08-17-2017 19:59

‎08-17-2017 19:57 - edited ‎08-17-2017 19:59

  1. When did you begin experiencing these syncing issues?   Aug 11
  2. What make and model mobile device do you have ?   Samsung Galaxy S5
  3. What Android OS are you currently running.  6.0.1
  4. What phone provider do you use.   Verizon

 

Best Answer
0 Votes

‎08-17-2017 20:04

‎08-17-2017 20:04

Version:1.0 StartHTML:000000268 EndHTML:000024054 StartFragment:000023105 EndFragment:000023852 StartSelection:000023109 EndSelection:000023847 SourceURL:https://community.fitbit.com/t5/Android-App/Android-users-unable-to-sync-after-Samsung-Update/m-p/21... users unable to sync after Samsung Update - Fitbit Community

  1. When did you begin experiencing these syncing issues? I noticed the problem yesterday (8/16/17)
  2. What make and model mobile device do you have (Samsung Galaxy S5, S6, Note 6, etc)? Samsung SM G925A
  3. What Android OS are you currently running (go  link from your phone's internet browser to find out) Android 7
  4. What phone provider do you have (Verizon, T-Mobile, Sprint, etc)? AT & T
Best Answer
0 Votes

‎08-17-2017 20:09

In response to ErickFitbit

‎08-17-2017 20:09

When did you begin experiencing these syncing issues?

  • After upgrade on 08/07/2017

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?

  • Android 6.0.1 (Marshmallow)

What phone provider do you have (Verizon, T-Mobile, Sprint, etc)?

  • Verizon
Best Answer
0 Votes