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! 

[LinnieBinnie]

THANK YOU FitBit for actually looking into this. I think most of us were
feeling really neglected and/or ignored.

When did you begin experiencing these syncing issues? August 8th - after
Android system update to Android v.6.0.1

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

What Android OS are you currently running (go to this link from your
phone's internet browserto find out)? Android v.6.0.1

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

[Jcorsi]

1. When did you begin experiencing these syncing issues?  August 17th
   
2. What make and model mobile device do you have Samsung Galaxy S6
   
3. What Android OS are you currently running Android 7 (Nougat)
   
4. What phone provider do you have Verizon

[Jcorsi]

[donnafogle]

1. When did you begin experiencing these syncing issues? Monday morning 8/14 after an update
2. What make and model mobile device do you have (Samsung Galaxy S5, S6, Note 6, etc)? Samsung tablet and Moto 4 phne
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)? Consumer Cellular

[Roibyn]

This worked for me:

Simply power off your phone.

Plug in fitbit to wall charger

Press and hold button to reset fitbit

Turn on phone and the app will sync!!

[Roibyn]

Turn off phone

Plug fitbit into wall charger

Press reset button

Turn phine back in and app will sync

[baudine]

1. When did you begin experiencing these syncing issues? Wednesday morning, August 9, 2017 @ 9:00AM -  immediately after updating my Verizon Samsung Note 4 with software update N910VVRU2CQF2 .
2. What make and model mobile device do you have?  (Samsung Note 4 Model number SM-N910V)
3. What Android OS are you currently running - Android version 6.0.1 Marshmallow(go to this link from your phone's internet browser to find out)? Android
4. What phone provider do you have (Verizon, T-Mobile, Sprint, etc)? Verizon

Hope someone gives us some information, updates, anything. I am not able to sync to any other device, computer, Amazon Fire, laptop....So sad.

Thanks so much Erick Fitbit for working with all of us.

Sandra

[baudine]

Hi.  Thanks so much for your information.  How long since you found this to work.  How many times have you synced since the first time?  I have found that many fixes work a time or two. and then sadly, the unfortunately then stop syncing  again. 

Thanks,

Sandra

[Roibyn]

I did it this morning and it has been working all day.

[baudine]

Roibyn, thanks again for the information.

[berlyjo1209]

1. When did you begin experiencing these syncing issues?  August 8, 2017 - Immediately after my latest software updated on my Android phone
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

I cannot sync my Fitbit Flex with anything else.  It's an older model and I don't have anything other than the charger.  Any idea when this will be resolved?  I'm happy with my Flex - when it works.  

[GreengirlSF]

When did you begin experiencing these syncing issues?  August 11th right after Samsung update 
What make and model mobile device do you have Samsung Galaxy S5
What Android OS are you currently running Android 6.0.1
What phone provider do you have Verizon

[Phoebe364]

Sadly powering off, and resetting did not sync

[Nellchichi]

When did you begin experiencing these syncing issues? After Samsung update.

What make and model mobile device do you have (Samsung Galaxy S5, S6, Note 6, etc)? Note 4

WhatAndroid OS are you currently running (go to this link from your phone's internet browser to find out)? 6.0.1

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

[Clallemon]

I have zip and I also have not been able to sync sinc last update. I have samsung s5. Please help.

[SHIRLCEY]

Fitbit didn't cause the problem and can't fix it without a LOT of cordination between the Android software update and (maybe....) the Fitbit application(s).
Best to keep calm and carry on as nearly as can, waiting patiently for the powers that be to fix what has been broken. 
Am resigned to losing all information, [steps, calories, sleep info, et al], as NO DATA appears on phone app *OR* when logging into Fitbit's website (assuming a mainframe-based "repository" that may or may not have even a partial recovery solution for the data lost due to this most infamous "software update") -- a test in patience & resignation with extant "technology", as well as One product retirement. Makes you wonder how "advanced" we all are when it comes to fitness data.... will most definitely be comparison shopping when/if both recovery happens & the One is discontinued (and, of course, when/if we get back on-line with stats.)  Maybe a manual step counter and logging software is the solution...which is pretty labor-intensive, but who knows? There are no guarantees in life and "stuff happens" whether we like it or not....)  And, I imagine, the competition is gleefully patting themselves on the back and scrambling like mad to ensure THEY aren't caught by suprise in a similar circumstance, knock wood.
Give 'em a break, folks -- no one in their right mind would have wished this on us...they're prolly just as upset as WE all are!


"You can't start worrying about what's going to happen *next*, you get spastic enough worrying about what's happening NOW."  -- Lauren Bacall

[SHIRLCEY]

Fitbit didn't cause the problem and can't fix it without a LOT of cordination between the Android software update and (maybe....) the Fitbit application(s).
Best to keep calm and carry on as nearly as can, waiting patiently for the powers that be to fix what has been broken. 
Am resigned to losing all information, [steps, calories, sleep info, et al], as NO DATA appears on phone app *OR* when logging into Fitbit's website (assuming a mainframe-based "repository" that may or may not have even a partial recovery solution for the data lost due to this most infamous "software update") -- a test in patience & resignation with extant "technology", as well as One product retirement. Makes you wonder how "advanced" we all are when it comes to fitness data.... will most definitely be comparison shopping when/if both recovery happens & the One is discontinued (and, of course, when/if we get back on-line with stats.)  Maybe a manual step counter and logging software is the solution...which is pretty labor-intensive, but who knows? There are no guarantees in life and "stuff happens" whether we like it or not....)  And, I imagine, the competition is gleefully patting themselves on the back and scrambling like mad to ensure THEY aren't caught by suprise in a similar circumstance, knock wood.
Give 'em a break, folks -- no one in their right mind would have wished this on us...they're prolly just as upset as WE all are!


"You can't start worrying about what's going to happen *next*, you get spastic enough worrying about what's happening NOW."  -- Lauren Bacall

[JayLatko]

@SHIRLCEY You can still manually log your steps on the Fitbit app daily.....

[SHIRLCEY]

"Alternative device" (computer @ library, since my personal computer was given last rites and recycled for scrap) gives exact same (as in NO) results...as if I had no steps, no sleep data, etc., etc....  I'd call this a hard fail.
Samsung S5 is phone model -- but even logging into fitbit.com unable to get a display of ANY stats worthwhile (?). I am fuddledbe...almost as if info had all been dropped &/or erased. :-O.....!!!
Good luck getting this resolved! Am intenionally *NOT* calling on status of "problem", as all y'all prolly have your hands quite full as is......and would most likely love nothing better than for life to return to normal! (As IF!!) §


"You can't start worrying about what's going to happen *next*, you get spastic enough worrying about what's happening NOW."  -- Lauren Bacall

[SHIRLCEY]

"Alternative device" (computer @ library, since my personal computer was given last rites and recycled for scrap) gives exact same (as in NO) results...as if I had no steps, no sleep data, etc., etc....  I'd call this a hard fail.
Samsung S5 is phone model -- but even logging into fitbit.com unable to get a display of ANY stats worthwhile (?). I am fuddledbe...almost as if info had all been dropped &/or erased. :-O.....!!!
Good luck getting this resolved! Am intenionally *NOT* calling on status of "problem", as all y'all prolly have your hands quite full as is......and would most likely love nothing better than for life to return to normal! (As IF!!) §


"You can't start worrying about what's going to happen *next*, you get spastic enough worrying about what's happening NOW."  -- Lauren Bacall