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! 

[Gitt]

My new one won't vibrate to pair. Old one won't pair to anything 

[Silverado]

I have a Charge 2 which will not sync to my Samsung Galaxy Tab S.

[Dave-in-Decatur]

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@firewalker80 wrote:

An issue tracker has been created for the android team for this bug:
https://issuetracker.google.com/issues/64731145

While this is only known to effect the note 4 and s5 (for sure) it may be coming to other android 6.0.1 phones with the July security update (if it hasn't already). 

It appears a firmware workaround is possible for BLE devices (sending an update parameter request) but no application side workaround has been found. See the issue tracker for more info.

None the less, this is likely an android bug. The actual commit that breaks things isn't yet known for sure.

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Many thanks! While I don't understand the technical issues, it's very good to know that someone does--or at least is looking into them and working to understand and repair them. Sounds like a major snafu somewhere between Google and Samsung. We can't blame Fitbit for causing this particular problem, and it may not be easy for them to fix it, if they can (or should have to) fix it at all. The title of the issue tracker that you linked makes it clear: "All Bluetooth Low Energy / BLE Connections fail after upgrading to Security Patch Level July 01, 2017." It sounds like not only Fitbit but all makers of devices that depend on these connections have been pretty thoroughly sandbagged.

[ReverendNewman]

Everyone's passing the buck! Of course Samsung told me it's FiBit's problem. They they suggested I buy "thier" fitness tracker. What a joke. Thank goodness I'm due for an upgrade on my phone. I'm switching to an iPhone. Screw Team Samsung!!!! 

[Dave-in-Decatur]

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@Tremmel wrote:

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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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Seriously, @AlessFitbit. Do you guys have any solid answers for ANY of the issues you guys are having? I've been contacting Fitbit for two weeks now regarding the notifications issue with my Blaze and Galaxy S8. I always get the same answer "our engineers are working on it and we don't know when it will be fixed but it will be fixed soon." This is the ABSOLUTE worst customer service I have ever received. 

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@Tremmel, take a look at the post above by @firewalker80. This seems to be a severe technical issue that the Fitbit engineers did not cause, but now have to try to figure out and fix, if that is even possible for them to do. It's terrible that we the customers are caught in this bind, but it's not necessarily something that can be solved overnight, or even in two weeks.

Having said that, I really do think that Fitbit should have been much more communicative over all this time. If it's not their fault, it's OK to say that, and give an indication of what kind of resources are needed to make the fix, and who has the responsibility for doing so. To me, the customer service fail is in the lack of communication, not in the delayed fix.

[ReverendNewman]

But yet my Surge in question work's fine with my iPod Touch. 

[Dave-in-Decatur]

Some further information: in this post in the Verizon forums, the developer of an app for a Bluetooth Low Energy device states that it was a Samsung Android update that broke connectivity to all such devices, but not to Bluetooth Classic devices. He locates the problem within the Bluetooth part of the Android operating system and not with the connecting apps, or with particular fitness trackers or peripheral devices. He says it is up to Samsung and/or Verizon to fix it.

Gazing into my crystal ball (which fortunately uses standard Bluetooth), I predict: Samsung will lamely roll out an update in September, and act as if nothing had happened; device makers like Fitbit will take a reputation and sales hit; the only people who will really come out ahead will be the lawyers--and there will be lawyers.

[Gitt]

Having said that, customer service sent me a replacement, it doesn't even vibrate to try and pair with any phone, tablet or computer.  They must have an issue somewhere as well 

[Cindyfrankin11]

There are other companies with the same syncing issues after the update. YES, I agree it is taking to long and these companies should have been prepared for the updates.

I stopped in at a Verizon store to ask about my synching issues after my update on my Samsung Galaxy S5 phone. I was hoping they could roll back my phone from right before the update. He told me that it is a Samsung issue because Verizon is not the company that puts out the updates on the phones. He then downloaded an app for my fitbit and my new Yoo RX onto his phone which, he has a Samsung S8, 7.0 and it synced for both these devices. (I only bought the Yoo, to move away from Fitbit because it would not sync). Well either will the Yoo and it has been 2 days and they havent responded, so it is being returned. At least Fitbit is trying to solve this, I think and hope.

The Verizon rep told me that Samsung makes these updates so people will buy new phones. He also said, he doubts they will come up with a fix for this. And once you buy the new phone you will also need to buy new updated equipment for the phone. But the new phones are $700.00 to $800.00 a pop. Who can afford to do this every few years.

I also have a Square Up reader that will not sync, after the update on August 4th. I did not have the Verizon person download and try my Square Up reader, because there is to much personal information (Square Up states it is a Samsung issue).

Are companies such as Fitbit and Square Up really working on the issues with either Verizon or Samsung; or are they hoping we all give up and purchase new equipment. How long will this go on for?

Contact Verizon at 1 (800) 922-0204 and Samsung at 1 (800) 726-7864, if we overwhelme them with phone calls maybe they will correct the issue.

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@Slambo wrote:

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@Amplified wrote:

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.  

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It's clear that Fitbit is overwhelmed by this issue and has yet to find a clear pathway to resolve this. Just the fact that they are replacing working unit's that still aren't capable of communications shows that they are lost. If they knew what was engineered different with the new units, they would have the answer. And I feel sorry for the people that actually purchased a new unit at a slightly reduced price, when their original unit is most likely still functioning well.

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[BMBNoid]

I too started having issues after the Samsung update with my Surge

• The issue started 8.18.17
• I have a Samsung S5 
• The OS on the Samsung is G900VVRU2DQF2
• My provider is Verizon.

My wife has the same phone with the same OS and provider.  She too started having issues with her Fitbit Blaze.

[MarilynSue]

tonite (8/23/) Fitbit lost correct time and all data for the day.  I've got Samsung /galaxy 8 on Verizon. Can't get it to sync with laptop

[Taxnscrap]

Not helpful if it also won't sync with any other device

[Wallis64]

Charge 2 not syncing since yesterday at 3:50 pm

Not on s5 phone on fido

Nor

Samsung galaxy 2 tablet with android 7

Have tried turning off bluetooth reseting etc

[MarilynSue]

I was able to sync with phone and then with laptop...issue resolved itself

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Moderator Edit: Personal information

[Akpath]

1. When did you begin experiencing these syncing issues? August 8th after Samsung system update 
2. What make and model mobile device do you have: Samsung Galaxy S5
3. What Android OS are you currently running (go to this link from your phone's internet browser to find out)? Marshmallow 6.0
4. What phone provider do you have (Verizon, T-Mobile, Sprint, etc)? Verizon

 New Zip tracker received yesterday actually did sync once then nothing since. Tracker not found. Doesn't sync to computer or mobile app. Frustrating but hopefully you'll figure it out. Thanks. 

Moderator Edit: Format

[Magsonjolies]

My phone is a Motorola so it can't just be a Samsung problem.

[JudyMiller57]

Update:  Bought windows 10 for my laptop so I could sync---worked one time and will not sync again.

I am done.  Moving on!

[Wallis64]

Mine started working again last night after I turned off everything and connected the charge 2 to the charger. I think this was a fluke though because I had done it before

[ReverendNewman]

Who's ur provider? A lot of people are blaming Verizon.

[KellieColins]

Couldn't agree with you more!!!  It should have been fixed in the very first week.  This could put them under and it is a shame because they once were a great company with great customer service and reliable products. Really gone down hill in the last two years and this beyond comprehension. They lost a customer in me. Moved on to another tracker with another company.