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

ANSWERED
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‎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

‎08-24-2017 18:25

In response to BerFord1

‎08-24-2017 18:25

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
Best Answer
0 Votes

‎08-24-2017 18:58

In response to Lisaf713

‎08-24-2017 18:58

there is no "left" button on my fitbit. I held the only button there is n my fitbit and I didn't get the 123 or the symbol. I tried this anyway but it didn't work.
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0 Votes

‎08-24-2017 20:03

In response to Lisaf713

‎08-24-2017 20:03

Sorry, I have a One. I tried this, there is no "left" button. There is only one button on my fitbit and it is on the face of the fitbit. When I held it down, I did not get 123 and the fitbit symbol. Which fitbit do you have?
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0 Votes

‎08-24-2017 20:31

In response to hikenmama

‎08-24-2017 20:31

I have an 1 also, still not working
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0 Votes

‎08-25-2017 04:47

In response to kmburne

‎08-25-2017 04:47

Good morning. I'm going to put this out there for those of you who have a computer and the wireless sync dongle that came with your device. After reading the links that were sent out a couple of days ago (issue tracker and verizon forums), it occurred to me that even though my One will not sync with my S5, the S5 still thinks it is attached. And as most of us are aware, fitbits only like to be attached to one device at a time. With this in mind, I turned my phone off and waited a minute or two (yes, I have found waiting a minute or two works best). Then opened the app on my laptop, and lo and behold, it syncs without having to do the rigmarole with turning off the fitbit, turning it back on, and then syncing with my laptop. I imagine this works b/c when we turn off the fitbit, it loses its connection to the phone for a brief period. While this is obviously not ideal, it means I do not have to carry around my charging dongle. I have not tried removing the device from my phone nor uninstalling the program. Uninstalling the program probably won't do it but removing it from the phone would probably do the trick and mean no turning the phone off. I may give that a go. But in the meantime, at least I can sync.
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0 Votes

‎08-25-2017 05:55

In response to ReverendNewman

‎08-25-2017 05:55

Verizon 

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0 Votes

‎08-25-2017 06:36

In response to JudyMiller57

‎08-25-2017 06:36

Is anyone with a SAMSUNG Note 4 with a fitbit one working again? I still
can't get mine to work.

Thank you
Best Answer
0 Votes

‎08-25-2017 06:54

In response to eculbertson

‎08-25-2017 06:54

Yes. I know your idea has worked for me. I have been able to sync to my desktop PC with the wireless dongle if my S5 is shut down or even if it is in another room and I haven't opened the fitbit app on it since I restarted the phone. I've basically given up trying to sync with the S5 until they can fix this Bluetooth low energy problem. I know it is not just fitbit devices that are affected.

Interestingly, I can easily sync using the app on my Samsung S2 tablet running Android 7.0 even if my S5 phone running Android 6.0.1 is right next to it. Both the S5 and the tablet are on Verizon although I mostly sync when on wifi.  I usually don't keep Bluetooth turned on in the tablet and have only turned it on when I want to sync. So I've only been able to sync a few times a day but the tablet is handier than my PC. I did think that the fitbit app would only work on one mobile device but maybe that's not true. 

Best Answer

‎08-25-2017 06:59

In response to kmburne

‎08-25-2017 06:59

 Mine tried once this week to sync - and detected the fitbit for no apparent reason, then lost it again. - I have a lowly Flex that has no buttons to push on it at all 😉 Still trying...
Best Answer

‎08-25-2017 07:13

‎08-25-2017 07:13

Finally, fitbit has updated their app, but I did not bring my surge with me. Has anyone succeeded in pairing?

Best Answer

‎08-25-2017 07:19

In response to ShaunShen

‎08-25-2017 07:19

I did not change a thing.  It still is not working

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0 Votes

‎08-25-2017 07:20

In response to ShaunShen

‎08-25-2017 07:20

I too do not have my ONE with me. But took the FITBIT app upfae on my Samsung S5 & will see if this issue is resolved later this evening when I meet up with my ONE.

 

Still do not have high hopes that FITBIT fixed this.  Have lost all confidence in this Company-  Never buying another one of their products again.-- That's for sure!

Best Answer

‎08-25-2017 07:21

In response to JudyMiller57

‎08-25-2017 07:21

Thus company is as useless as their devices!

Best Answer

‎08-25-2017 07:22

In response to JudyMiller57

‎08-25-2017 07:22

To give FITBIT the benefit of doubt, You may want to try shutting down & restarting both your phone & FITBIT Device.

 

Best Answer
0 Votes

‎08-25-2017 07:24

In response to FatFer

‎08-25-2017 07:24

It did not work for me


Peggy Y. Phillips
Library Technician, Senior
Young Library - Serials
University of Kentucky
Lexington, KY 40506-0456
(859) 218-1344 (ph)
Best Answer
0 Votes

‎08-25-2017 07:43

In response to Cindyfrankin11

‎08-25-2017 07:43

I've been hearing alot about Verizon & it's customer "no service " lately.  You would think that all these companies would "Unite" together to fix this problem. It seems to be "every man for himself! "  That would tell the customers you care about them.  I have had Verizon for over 20 years now,  & my plan is up, you can bet I will be checking out other carriers as I hear they are getting cheaper & lots have unlimited data which Verizon charges more for- Check out Clark Howard website.  He's a consumer advocate & I got helpful info from him.

Best Answer

‎08-25-2017 08:38

In response to kmburne

‎08-25-2017 08:38

Nope. I tried ALL fixes, recommendatuons, etc. Still not syncing. Got it to sync through my iPod Touch. So that is my uplink to the Internet. Fitbit just emailed me they're still working on the problem. I'm already recommending to everyone NOT to get a FitBit.

Best Answer
0 Votes

‎08-25-2017 08:43

In response to Gemgirl

‎08-25-2017 08:43

So true. I'm looking into Sprint.

Best Answer
0 Votes

‎08-25-2017 08:58

In response to Wlogue

‎08-25-2017 08:58

Fitbit still posting Version 2.5.6 on the play store. I deleted old app, re-installed, still didn't work. Nadda, nothing, ungotts! !!

Best Answer
0 Votes

‎08-25-2017 09:19

In response to ShaunShen

‎08-25-2017 09:19

@ShaunShen wrote:

Finally, fitbit has updated their app, but I did not bring my surge with me. Has anyone succeeded in pairing?

The new update did nothing for me. Yesterday I had a face to face chat with the Samsung rep at my local Best Buy. According to him, Samsung is aware of the Bluetooth syncing issues since the last sw update. He added that Samsung did alert Fitbit about 3 weeks ago of pending issues.

Best Answer