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! 

[ReverendNewman]

Apparently no they r not!!!! Been having this issue since Aug. 8th update. Talked to everyone and everyone is blaming the other guy!

[Dave-in-Decatur]

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@Cindyfrankin11 wrote:

There are other companies with the same syncing issues after the update. YES, I agree it is taking to long and these companies should have been prepared for the updates.

I stopped in at a Verizon store to ask about my synching issues after my update on my Samsung Galaxy S5 phone. I was hoping they could roll back my phone from right before the update. He told me that it is a Samsung issue because Verizon is not the company that puts out the updates on the phones....

The Verizon rep told me that Samsung makes these updates so people will buy new phones. He also said, he doubts they will come up with a fix for this. And once you buy the new phone you will also need to buy new updated equipment for the phone. But the new phones are $700.00 to $800.00 a pop. Who can afford to do this every few years.

I also have a Square Up reader that will not sync, after the update on August 4th. I did not have the Verizon person download and try my Square Up reader, because there is to much personal information (Square Up states it is a Samsung issue).

Are companies such as Fitbit and Square Up really working on the issues with either Verizon or Samsung; or are they hoping we all give up and purchase new equipment. How long will this go on for?

Contact Verizon at 1 (800) 922-0204 and Samsung at 1 (800) 726-7864, if we overwhelme them with phone calls maybe they will correct the issue. 

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I hope those who are thinking that if they ditch Fitbit and get a different device are paying attention to this. Until the Samsung Android update issue is fixed--by Samsung!--other devices that use the same type of Bluetooth connection will also not sync.

I've got a two-year-old Samsung Note 4 Edge that I love. I've been looking forward to upgrading to a newer Samsung model. But after this, I'm rethinking it. I've had Samsungs for a couple of phone cycles, and have seen just too little attention to quality control from them lately.

[MarilynSue]

Folks, I have a brand new Galaxy S8. Last nite the time suddenly was off
by 2 hours and then I lost all the data for the day. BUT I was able to fix
the issues both on the phone and thru my laptop and everything is fine
today. Lots of bashing of Samsung, Verizon, etc...have a little patience!!

--

Moderator edit: removed personal information

[Wlogue]

I've had 16 days of patience. Want to see decisive action.



Sent from my Verizon 4G LTE smartphone

[smako21102]

1. When did you begin experiencing these syncing issues?  8/22/17
2. What make and model mobile device do you have (Samsung Galaxy S5, S6, Note 6, etc)?  GALAXY S7 ACTIVE
3. What Android OS are you currently running (go to this link from your phone's internet browser to find out)?  7.0
4. What phone provider do you have (Verizon, T-Mobile, Sprint, etc)?  AT&T

Please please please fix this asap!!!! Much appreciated

Edit by moderator: format

[Android-App]

Answers to requested questions:

1. Right after the last Android OS update: 8/16/17
2. Galaxy S6
3. Android 7 (Nougat) Device Code SM-G925V
4. Verizon

This is a most annoying problem.

[Becka670]

1. When did you begin experiencing these syncing issues?  8/7/17
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 Marshmallow
4. What phone provider do you have (Verizon, T-Mobile, Sprint, etc)? VERIZON 

[SunsetRunner]

Please, help with sync problem!!!

1. When did you begin experiencing these syncing issues? 08/15/17
2. What make and model mobile device do you have (Samsung Galaxy S5, S6, Note 6, etc)? Samsung Galaxy S6
3. What Android OS are you currently running (go to this link from your phone's internet browser to find out)? Android version 7.0
4. What phone provider do you have (Verizon, T-Mobile, Sprint, etc)? I´m from Brazil and my phone provider is TIM Telecon Italian Mobile

Heeeelppp!!!

Moderator edit: format

[Jerebetty]

Fyi tech support said my device was defective and since it was only 3 days old I exchanged it for a new blaze. Well my new one synced when I first set it up and hasn't since. Galaxy 8 plus on tmobile. I think I am done with fitbit for now. 

[Magsonjolies]

I'll try that again then.

[ReverendNewman]

Yup, me too. I'm due for an update on my phone anyway. My Note 4 is getting long in the tooth. AND while I'm doing that, I'm gonna switch to Samsung's FitGear2. This way, if I have another problem, they can't blame noone but themselves.

[Betsea]

My synch stopped on 8/20 after a security upgrade. I have a Samsung S5, OS
marshmallow. Verizon. P.s. I just purchased my fitbit for health reasons
and loved it until it stopped working.

[luckyleroy]

Hy haven't  we gotten any progress updates.

[AlessFitbit]

Fitbit Update: 8/24

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! 

[GeorgetteB]

Have you tried going to the Play Store and updating the fitbit app? My fitbit  synced to my phone right after I updated the app a couple of hours ago.  It stopped syncing for a week after the samsung update but I noticed there was a Fitbit app update that didn't update on its own. It doesn't hurt to try. 

[Lisaf713]

Turn my Bluetooth off.

Connect fitbit to charger

Press and hold left button on fitbit til you see 123 and fitbit symbol. 

Then turn Bluetooth back on and hit connect. 

Worked first time

[Lisaf713]

Turn Bluetooth off.

Plug fitbit in charger.

Press and hold left button til you see 123 and fitbot symbol. 

Turn Bluetooth back on

And connect 

Worked first time 

[ReverendNewman]

Well, I guess it depends what FitBit u have. My Surge doesn't read 1,2,3. Just shows that stupid icon. And besides, according to FitBit u only need BT enabled for music, messages, etc. Everything is suppose to sync thru the app. Which I just updated. Ugh!

[kmburne]

Was that a fitbit 1, I tried it and it didn't work.

[Lisaf713]

urn Bluetooth off.

Plug fitbit in charger.

Press and hold left button til you see 123 and fitbot symbol.

Turn Bluetooth back on

And connect

Worked first time