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! 

[Cindyfrankin11]

I don't think anyone is going to do anything about this.  Not fitbit, not Samsung  or Verizon or any of the other companies that put on Bluetooth devices.  Think just all what you to buy new phones and devices.  I have looked around and neither Samsung or Verizon all put out a statement in reference to the update messing everyone's phones and Bluetooth up on the devices..  I think with all these people complaining they would have had this isssuse fix by now. It might be a good class action law suite.

[Silverado]

This is only a Samsung issue.
I live in Canada,do not use Verizon, and my Charge 2 will synchronize
through my HP laptop to Fitbit but not through my Samsung Galaxy Tab S.

[Vixster15]

No one seems to be giving a monkeys backside they all have our money and one will blame it on the phone companies that it is a software issue with phone and the phone company will say it is fitbit not suitable for compatibility... can see this going around and around in circles.. with no one taking responsibility...

[Lemons2b]

It started with update August 8. I am on a Samsung Galaxy S5 with Verizon. Os is Android Marshmallow 6.0.1.

[paulahacka]

1. When did you begin experiencing these syncing issues? about week and half ago
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)?
4. What phone provider do you have (Verizon, T-Mobile, Sprint, etc)?verizon

[paulahacka]

Now I get a notice- internal service failure. An internal error occurred.This can be caused by a lack of network connectivity. Please make sure you have a good network connection.

Nothing else has changed except when my phone updated.

[MaryCK]

I think its an Android issue, not just a Samsung issue. I have a Samsung phone and an LG phone, both android, and neither are working. So it's not exclusively Samsung. 

[ReverendNewman]

Well said. They'll sneak out an update in a few weeks/months and hopes no one will notice.

[ReverendNewman]

That's the great question.

[Hillbilly68]

I cannot sync with my Samsung 6.0.1  I have tried everything.  What is the fix?????  I have a surge.  The surge  (30+days) is new and I am only getting about a day and a half with a full charge?  The problem started early august. So irritating.....

[Hillbilly68]

I have had no luck...

[ReverendNewman]

Where have u been? This is happening to thousands of people. It all started with the Verizon update push on Aug. 8th. No one is claiming responsibility. Verizon, Samsung, Fitbit. Nadda.

[Switzi]

I have tweeted & DM'd Samsung Support USA - allegedly they are aware of the problem, but will provide no estimates for getting it fixed...I'm also going to start contacting Android now too...this really is so frustrating!!!

[zinasman1]

Fitbit is to busy launching the new Ionic. It seems our problem is our problem.

Sent from Mail for Windows 10

[Vixster15]

It is despicable that both fitbit and the Android/phone companies seem to be doing bugger all about it... it would not surprise me in the slightest that Android systems have screwed it up so you have to buy the linked product for the phone only 

[Slambo]

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@Vixster15 wrote:

It is despicable that both fitbit and the Android/phone companies seem to be doing bugger all about it... it would not surprise me in the slightest that Android systems have screwed it up so you have to buy the linked product for the phone only 

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Well in that case, the joke's on them.They will lose business. 

I had another face to face with a Samsung rep who told me to throw out my Surge, it will never communicate well. And then proceeded to try to sell me a $350.00 Samsung fitness tracker.

[CaridadPineiro]

The update messed up other Bluetooth devices for me.  Cannot connect to my Samsung Airtrak Sound Bar.

[Dave-in-Decatur]

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@CaridadPineiro wrote:

The update messed up other Bluetooth devices for me.  Cannot connect to my Samsung Airtrak Sound Bar.

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Sympathy for your problem. But it does feel kind of like justice that Samsung messed up some of their own devices!

[ReverendNewman]

Anything? Anyone?

[ReverendNewman]

Like Sonny said in A Bronx Tale. "Nobody cares".