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! 

[LCMess]

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

[GMT1]

When did you begin experiencing these syncing issues? 8/8/17 coincident with OS update from Verizon/Samsung.

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

Additional info: in order to sync with my Galaxy S tablet, I must power off my Galaxy S5 phone. 

[LindaNP]

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)? Galaxy Not Edge
3. What Android OS are you currently running (go to this link from your phone's internet browser to find out)? 6.0.1
4. What phone provider do you have (Verizon, T-Mobile, Sprint, etc)? Sprint

[Pcampbell01]

I'm having the same issue since my Samsung Galaxy 7 updated on August 12. I've tried everything from reinstalling, restarting and I'm about ready to give up. This issue seems to happen often though at least every few months. 

[Jsbcuz]

OK tyvm

[Jsbcuz]

OK tyvm

[Jaynebabe]

1. When did you begin experiencing these syncing issues? August 8th after update 
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

I have tried syncing with my computer and it still tells me it can not find my tracker. 

[Jaynebabe]

1. When did you begin experiencing these syncing issues? August 8th after update 

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

I have tried syncing with my computer and it still tells me it can not find my tracker. 

[Gitt]

Tried everything , my son's stopped working also. Flex 2 is working,  tried deleting tracker now it won't even recognize on my Samsung Galaxy s5. Tried installing on my other son's Motorola,  still no luck.

[KH_]

1. When did you begin experiencing these syncing issues? 8-18 
2. What make and model mobile device do you have (Samsung Galaxy S5, S6, Note 6, etc)? Note 4
3. What Android OS are you currently running (go to this link from your phone's internet browser to find out)? 6.0.1
4. What phone provider do you have (Verizon, T-Mobile, Sprint, etc)? Verizon

[ozietwin]

1. When did you begin experiencing these syncing issues? today - when I upgraded my Samsung's andriod system (8-20-17)
2. What make and model mobile device do you have (Samsung Galaxy S5, S6, Note 6, etc)? Samsung Prime Express
3. What Android OS are you currently running (go to this link from your phone's internet browser to find out)? 6.0.1
4. What phone provider do you have (Verizon, T-Mobile, Sprint, etc)? AT&T

Thanks for your help - My phone can't find my fitbit - and has been unable to since I upgraded the Samsung andriod information

Thanks

[stonelion]

1. When did you begin experiencing these syncing issues? August 8th, after update.
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)? 6.0.1
   
4. What phone provider do you have (Verizon, T-Mobile, Sprint, etc)? Verizon
   

I can't believe it's been 11 days since this happened to everybody and there's still no answers. No wonder Fitbit stock is falling like a rock.

[seidina]

I just tried to sync my Galaxy S5 this morning after an extended period of time when I didn't use it.  It would not sync.  I am a Verizon customer and I am running Android 6.0.1.  I hope that this can be remedied soon!

[CHANCE65]

Does not sync since verizon upgrade Aug 10 (NOW 10 DAYS). Samsung Galaxy 5 When will this be corrected ???

[SunsetRunner]

1. After update on 8-5-17.

2. Samsung galaxy x5

3. 6.0.1, marshmallow

4. Verizon

[Ali1822]

• When did you begin experiencing these syncing issues?  17th August 2017
• 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)? Marshmellow
• What phone provider do you have (Verizon, T-Mobile, Sprint, etc)? EE

[DrkCpa9]

Don't waste your money.  I've had problems syncing with my phone, a Samsung S5, and my Windows 10 computer.  Finally, I decided just to buy another Fitbit One tracker as I had had mine for over 3 years.  I love the Fitbit, but they have a horrible website and I hate their chat room where you have to enter your info all over again to get help.  (That doesn't help.)  Anyway, today I'm trying to set up my new One and it still won't sync!

[Dwdnotfit]

Cant sync                                                      sm-g907.samsung 7 .02                          clock showing wrong time very frustrating 

[Dwdnotfit]

Ok i have just tryed powering my samsung to off then the blaze off.powered the samsung back up then the blaze .altered my clock face this seems to have worked why dont ask me but hey ho happy now ??



Sent from Samsung Mobile on O2

[Cabrill]

Samsung Galaxy Note 4. After the update was done recently. Android version 6.0.1, Verizon. I have done everything possible to try and sync it. The bluetooth is not recognizing it. And yes locations and everything else was checked.