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! 

[CaridadPineiro]

It's been 3 weeks since this issue was reported. What is the status of the fix?

[Jayjus]

• When did you begin experiencing these syncing issues?  8/5
• 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 (go to this link from your phone's internet browser to find out)?  6.0.1 Marshmallow 
• What phone provider do you have (Verizon, T-Mobile, Sprint, etc)?  Verizon

Moderator edit: format

[Judester74]

I agree this is maddening! I'm ready to pitch it and get something else! This is way too long!

[SpartyMike]

1. When did you begin experiencing these syncing issues? 8/8 after updating Android.
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

Moderator edit: format

[Gitt]

I agree, customer service is sending me a new one, but I have heard from others that it won't work as well. 

[norabikes]

it's been three weeks and the issue is still not resolved. Unfortunately, I have three fit bit flex, so I can't switch over to another technology just yet. I'm able to synch to my Fire, but it's extra work and makes this an inconvenient device.

I'm assuming you'll fix this eventually? This is inexcusable. Not everyone has a backup device, and many people get insurance savings from work for having their steps counted.. not to mention work sponsored competitions. If you're going to sell a device, it should work. Three weeks is very poor support. At this point, you should refund everyone's money, so they can go out and by a garmin, mio, max, etc. or whatever other trackers are out there via a simple google search. 

I'm extremely disappointed in your company. 

Moderator edit: format

[SunsetRunner]

I had previously bought a Garmin with more features. It would only work if I allowed access to my contacts. I confirmed this with Garmin customer support . I did not want to give permission.so returned it to REI .

[JTA58]

Fit bit one stopped syncing about two weeks ago.

I have to restart One to sync but it will soon loose connection

Samsung S5, v6.0.1 Verizon

Samsung Tab S2, v7.0 wi-fi only

[Renej77]

1. When did you begin experiencing these syncing issues? 8/9 after updating Android.
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

[jessicabring]

1. When did you begin experiencing these syncing issues? Within an hour after my phone updated on 8/18/17
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
4. What phone provider do you have (Verizon, T-Mobile, Sprint, etc)? Verizon

[CaridadPineiro]

Top right look for the cog wheel for settings and unsubscribe

[Warrenf16]

1. When did you begin experiencing these syncing issues? 8/9 after updating Android.
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

[hikenmama]

1. When did you begin experiencing these syncing issues? About 2 weeks ago; last sync was 8-7-2017
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)? ?  Windows?
4. What phone provider do you have (Verizon, T-Mobile, Sprint, etc)? Verizon

[JudyMiller57]

These questions have been asked for several days now.  Many reply were sent.  I want to know if Fitbit and Android are even working on it.  If so when is it going to be fixed?  

[Bailste]

Is Fit bit support monitoring this board? An acknowledgement that they're aware and working on it would be helpful. 

I just chatted with Fitbit support.  He advised that they are aware and the engineers are working the problem however he could not provide an ETA when a fix would be available.

[KellieColins]

All I see are tons of emails asking about "when did that start?" Pretty sure they know at this point. No updates from Fitbit. If the engineers can't fix this in 2 weeks the company has a huge problem. As it is their customer service has completely gone down hill. Now their product is useless. The executives need to go back to 2013 and rebuild and look at what they were doing right at that time and replicate it. 

[Weston11]

1. When did you begin experiencing these syncing issues?   Aug 10, 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)?
4. What phone provider do you have (Verizon, T-Mobile, Sprint, etc)? Verizon

[SunsetRunner]

I don't think so. I mentioned it in my email to costumer support yesterday
. One would think an email to users would be in order.

[SunsetRunner]

I don't think so. I mentioned it in my email to costumer support yesterday
. One would think an email to users would be in order.

[Slambo]

Bailste...

I just chatted with Fitbit support.  He advised that they are aware and the engineers are working the problem however he could not provide an ETA when a fix would be available.

This is the exact same response i got from tech support about 2 weeks ago.