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! 

[Betsea]

I have a Samsung Galaxy S5, Verizon and OS 6.01.0


Virus-free.
www.avast.com

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[RuthG17]

What is the status? My fitbit still does not sync when using my android. Syncing via my laptop is not the answer since I am not always using my laptop. 

This issue should have been fixed by now.

Please update us.

[Auburn11]

Yeah I agree, this is insane it's been at least two and possibly three full weeks now.

[SBrady05]

Started having problems on 08/11/17. It has updated only one,time since then. I have turned the phone off and made sure the fit bit was charged. Bluetooth unable to recognize device. I have  SM-6900V Android 6.0.1. Through Verizon. 

[Pamob]

Me too. The replacement doesn't work because its got to be a software
issue.

[AlessFitbit]

Hi, everybody! 

I wanted to say thanks to everyone who has provided answers to the questions we previously asked. The more information we can gather, the more help we can provide to the Android team that is currently investigating this syncing issue. At this time, there is no timeline for when they will find a fix as it is still under active investigation. Once there is more information available, rest assured this thread will be updated. Thanks for all your help and patience! It is greatly appreciated. 

[neysa59]

Ok I had same problem. Did everything multiple times. I had to get synced to update some stuff so I turned on laptop and synced it up that way. Well low and behold ever since I did that my fitbit is syncing on my S5 now with no problems. Hope others find this useful

[Amplified]

Absolutely no sense of urgency.

To those defending them taking this long to resolve this issue- why?  This is their advertised product.  Fitbit, in its entirety, is a bluetooth syncing device.  Bluetooth is no longer pairing the device on quite a bit of phones. The fact is their main selling point of convenience is no longer applicable to 100's, possibly 1000's of users.  Why hasn't Fitbit sent out an email to every registered Fitbit user saying they're hard at work on the issue?  Your product is designed to be accessed hourly/daily.  I think it's time to save face and acknowledge that you have a widespread problem at hand.  It's highly likely that this is because of the android update, but it's also your responsibility to ensure that your product works.  If an update does this much damage and takes this long to fix, then maybe it's a poorly designed product.

We're now heading into week 3 on this.  It's honestly saddening to see Fitbit fumble such an important issue.  

[WJane]

• When did you begin experiencing these syncing issues?
• After most recent sync at 3:26 am on 8/21
• What make and model mobile device do you have (Samsung Galaxy S5, S6, Note 6, etc)?
• Galaxy s 4
• What Android OS are you currently running (go to this link from your phone's internet browser to find out)?
• 6.0.1
• What phone provider do you have (Verizon, T-Mobile, Sprint, etc)?
• Verizon 

[katycot]

And....they know they have a problem so why are we not just getting updates.  Instead we are being asked the same questions over and over, some are getting new bits still not working correctly, and worse yet others are being lured into buying replacements at 25% discount when the problem apparently won't be resolved by doing so!

[JudyMiller57]

Went and purchased windows 10, because Fitbit will not run on 7, just to try to get my fitbit to sync with something. (Wonder if fitbit will reimburse me for it---probably not)  not everything moved over, but at least it is trying.  My next purchase is a different tracker by a different company.

[Sheila12345]

When the update came out is when it stopped syncing and it won't even connect to blue tooth. I have a Samsung note 4 with verizon.



Sent from my Verizon, Samsung Galaxy smartphone

[USAF-Larry]

@Gemgirl, just click on the settings icon (gear) in the upper righthand corner above the post and select unsubscribe.

[RGR83]

1. When did you begin experiencing these syncing issues? Mid to late June 2017
2. What make and model mobile device do you have (Samsung Galaxy S5, S6, Note 6, etc)? S8
3. What Android OS are you currently running (go to this link from your phone's internet browser to find out)? Android 7
4. What phone provider do you have (Verizon, T-Mobile, Sprint, etc)? Verizon 

[Sheila12345]

After the last update it stopped syncing and is not recognized by bluetooth. I have a Samsung galaxy note 4, OS 6.0.1 with verizon.



Sent from my Verizon, Samsung Galaxy smartphone

[Wynelle]

Why don't we hear from Fitbit reps about what they are doing to try and solve this problem?  For a company who wants to keep their users, I find this to be a very bad business practice.  If we know you are working on the problem we have more patience.  Please respond to us.

[Jerebetty]

I have an s8+  and just got a blaze. My charge 2 worked better. This one has had issues out of the box. Running android 7.0. No notifications. Takes forever to sync. Hard to even set an alarm bc of sync issues. Got the blaze cause I thought it'd be nicer. Now I wish I hadn't.  May go to Samsung platform watch tho I really don't want to. 

[Diva8981]

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)? Galaxy S7
3. What Android OS are you currently running (go to this link from your phone's internet browser to find out)? Android 7
4. What phone provider do you have (Verizon, T-Mobile, Sprint, etc)? Sprint

[Cindyfrankin11]

This is taking a long time....If it is a Verizon or Samsung issue you should let us know which one and tell us who we can contact diectly.  So all of us with this issue can complain to them also.  Maybe this way the process can move along a bit quicker.  I can not understand if it is their issue how you are going to get them to update our phones to fix this syncing issue.

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@AlessFitbit wrote:

Hi, everybody! 

I wanted to say thanks to everyone who has provided answers to the questions we previously asked. The more information we can gather, the more help we can provide to the Android team that is currently investigating this syncing issue. At this time, there is no timeline for when they will find a fix as it is still under active investigation. Once there is more information available, rest assured this thread will be updated. Thanks for all your help and patience! It is greatly appreciated. 

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[Linz_C22]

Issue start date 8/8/17.

Samsung S5.

6.0.1 Marshmallow

Verizon