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! 

[Stephak]

When did you begin experiencing these syncing issues? I first noticed it Sunday evening 

What make and model mobile device do you have (Samsung Galaxy S5, S6, Note 6, etc)? Galaxy S4

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

5.0.1

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

[clupfer]

1. When did you begin experiencing these syncing issues?   Tuesday 8/8/17. Last fitbit sync at 5:29am, Android update completed at 6:58am

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

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

Also:
Fitbit App Version 2.55 (2193155)

[BeActive723]

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@ErickFitbit wrote:

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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8/8/17, Galaxy 5, 6.0.1, Verizon and it no longer syncs on my laptop even when I put the tracker in the charger and reset.  That stopped working at 11 pm on 8/15/17

[nerdykat]

1. When did you begin experiencing these syncing issues?  Just got a new Samsung phone on the 8th and the first few syncs worked as normal. But after the phone finished its initial updating, it would not sync again. 
2. What make and model mobile device do you have (Samsung Galaxy S5, S6, Note 6, etc)?  Samsung J7 Galaxy Sky Pro
3. What Android OS are you currently running (go to this link from your phone's internet browser to find out)?  6.0.1 Marshmallow
4. What phone provider do you have (Verizon, T-Mobile, Sprint, etc)?  Straight Talk 

[Jsbcuz]

Samsung galaxy
SS 6900 android 6.0.1 (marshmellow)
Verizon

[AlvaHerrera]

1. When did you begin experiencing these syncing issues? 8/8/17
2. What make and model mobile device do you have (Samsung Galaxy S5, S6, Note 6, etc)? Samsung Note4
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

[JanLon]

I have a Samsung Edge app though I am on my computer now.. my steps are missing from both - I have no clue how many steps I did yesterday or today.  I have the Alt watch.  If have a fix please advise.  It's been almost 10 days that people have complained of this issue.

Thank you.

[JanLon]

Unable to sync and steps missing from android and computer - they are missing.  I noticed that a number of people have been complaining on the same issues and yet a resolve isn't posted.  Please advise on how to fix this. 

Thank you.

[Ndj714]

1. When did you begin experiencing these syncing issues? When I updated my phone on 8-13-2017
2. What make and model mobile device do you have (Samsung Galaxy S5, S6, Note 6, etc)? I have a Galaxy S5
3. What Android OS are you currently running (go to this link from your phone's internet browser to find out)? I am running 6.0.1
4. What phone provider do you have (Verizon, T-Mobile, Sprint, etc)? Verizon is my provider

[Ajstewart8715]

1. When did you begin experiencing these syncing issues? 8/16/17
2. What make and model mobile device do you have (Samsung Galaxy S5, S6, Note 6, etc)? Galaxy S7
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)? Verizon

[JanLon]

08/16/17 - when I updated

Samsung edge 6 but steps are also not showing up on my dashboard on my computer. It's missing from both and I can't sync.

My cell's provider is Telus. 

[jrwilliams1991]

When did you begin experiencing these syncing issues? August 8, 2017
What make and model mobile device do you have? Samsung Galaxy Note 4
What Android OS are you currently running? 6.0.1
What phone provider do you have? Verizon

[hsano6294]

@ErickFitbit, here are the replies you requested:

* When did you begin experiencing these syncing issues?

I updated Android, Fitbit, and several other apps on Saturday, August 12, 2013 sometime between 2 and 3 PM PDT. I immediately started experiencing synching issues. (Tracker not found.)

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

Samsung Galaxy Note 4 (SM-N910V)

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

Android v6.0.1, Baseband version N910VVRU2CQF2

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

Verizon Wireless

As an alternative, I have tried synching my Flex to my Note 4, both MacBook Pros (2007, 2014), and a Windows 7 desktop. None of these devices have synched with my Flex.

I tried a suggestion mentioned in a forum to place the Flex in a charging cradle and hit the reset button. Twice I was able to get my steps, but my active time and sleep data did not synch.

I hope you are able to solve this issue before my Flex buffer overflows and I lose data.

I'm an MIT-trained Computer Scientist and Engineer as well as a high-performance athlete and would be happy to field test for you.

[PDXDuck]

1. When did you begin experiencing these syncing issues? Right after the latest Samsung update, August 7 or 8.
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)? Marshmallow
4. What phone provider do you have (Verizon, T-Mobile, Sprint, etc)? Verizon

[Munch1e]

1. When did you begin experiencing these syncing issues? .........Mon 7th Aug after 6.28pm
2. What make and model mobile device do you have........Samsung Galaxy S
3. What phone provider do you have ...... BT 

I did not update until AFTER I found a problem !!

As a temporary workaround, please sync with an alternative supported device or computer.  ---- I do NOT have an alternative - Nothing is working on the sync front !!  My Tablet is a Samsung & my windows doesn't seem to link to sync ?????

[Kayla08]

1. When  did you begin experiencing these syncing issues? ........ Aug 10th 2017
2. What make and model mobile device do you have........Samsung Galaxy S5
3. What phone provider do you have ......  Verizon 
4. I can not sync to any other devices either.  now my flex can not even be found when I restart Bluetooth 

[KellieColins]

Same for me:

This started on  8-8-17 after I did the system updated. I have a Galaxy S5 the OS is Android 6.0.1 Marshmallow smg900v and my carrier is Verizon

[masarge62]

Samsung won't sync, nor receive notification of text or calls since ealy August. I've tried troubleshooting yet nothing seems to work. Any recommendations? 

[zinasman1]

I also have a Samsung S5. The update was on 8/8.
I am waiting for any new updates to correct this problem.

[Vicki0628]

I have a Motorola phone that wouldn't update. I did the update with my
Samsung work phone and it went well. I then uninstalled the app from my
work phone and downloaded it back on my Motorola and everything is working
fine.