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RESOLVED: App 2.76.1: steps/calories revert to zero, no live HR

ANSWERED
Replies are disabled for this topic. Start a new one or visit our Help Center.

‎08-09-2018 19:32 - last edited on ‎08-24-2018 11:38 by Moderator Alum

‎08-09-2018 19:32 - last edited on ‎08-24-2018 11:38 by Moderator Alum

Fitbit Update 08/24/2018: As we've received multiple confirmations of this issue being resolved with the update to the Fitbit app, version 2.77, I will be closing this thread.

 

If you come across this issue in a future instance, please create a new topic on the forum and reference this one as the issue. Thanks for your patience as we worked to get you all back on track.

Fitbit Update: 8/23/18

 

Hey, everyone! 

 

Thanks so much for your patience. We really appreciate your cooperation while we released the Fitbit for Android app version 2.77. It has been fully released to everyone, so please go to the Google Play Store and download it as soon as you can! 

 

Many of you that already updated have confirmed you see your real-time heart rate back in the Fitbit app and that your steps/calories are updating. I will leave this thread open in case anyone has any issues, but I hope you are all set after updating. Thanks for all your help! 

Fitbit Update: 8/21/18

 

Hi, Everybody!

 

Today, we started releasing the Fitbit for Android app version 2.77. Please check the Google Play store on your phone to see if the update is available to you. We roll out Android updates progressively, so if you don't see it available to you right now it will be there soon. 

Fitbit Update 8/16/18: 

Hi everyone - The fix for this issue will be out in our next app release which you can expect within the next 2 weeks.

 

We will provide an update in this thread once it has been released. Thanks again for all your patience and cooperation. 

Fitbit Update 8/13/18:

We’re aware of the issue and are working to identify a resolution as quickly as possible. We're sorry for any inconvenience this has caused. 

 

In the meantime, please continue to view your current stats on the Fitbit web dashboard by logging into your account at fitbit.com. Thanks for your understanding. 

Fitbit Update 8/11/18: Hey, everyone! Thanks for confirming that you are still experiencing this issue even now with the Fitbit app 2.76.1. Rest assured, we have escalated this issue to our team for investigation. 

 

I'll make sure to provide updates in this thread so please stay tuned. Thanks for your help and cooperation! 

Fitbit Update 8/9/18: Hi everyone. Thanks for taking the time to report this issue here on the Android forum. I've passed your reports along to our engineering team so they can begin investigating. From what I've gathered, this issue is app specific and not affecting the Fitbit web dashboard (which is correctly showing all activity data as expected). To keep thing organized, I've merged several threads to this one. 

 

I appreciate your patience and am sorry for any inconvenience this has caused. In the meantime, I welcome you to continue sharing your experiences here. In the meantime, you can view your current stats on the Fitbit web dashboard by logging into your account at fitbit.com. 

 

When I hear something new, I'll be sure to update the thread with the latest info. Robot Happy

Best Answer
1,505 REPLIES 1,505

‎08-10-2018 06:25

In response to RodEarly

‎08-10-2018 06:25

I received a replacement ionic yesterday, but this one will not show live heart rate in the app. Only synced data abs resting heart rate. All day sync is on, notifications are on and working, everything else is working... 

Best Answer

‎08-10-2018 06:33

‎08-10-2018 06:33

Starting last night, I noticed my steps & calories were both at 0 on the app. On my Blaze,  I had numbers & up until about 10PM last night my app was syncing up ok too. Not sure what happened. This morning, my stats for yesterday look good- but we are starting today off again with 0 in steps & calories burned.... and heart rate monitor is sporadic. My Blaze is registering everything ok. The app isn't picking up on everything. I have a Samsung Note 8 & I know FitBit & Android don't always mesh well. Should I delete & reinstall? And if I do - will I drop all my archived info?

Best Answer

‎08-10-2018 06:35

‎08-10-2018 06:35

Up until recently my Blaze and my Samsung Galaxy 7 Edge were updating my steps in real time.  Now the Blaze does not provide that real time update and the only way I can see my step count on my phone is to Sync it.  When I launch the app my count goes to zero and then updates once the sync completes (NEVER done that in the past).  I have seen several similar posts but wanted to post to ask if maybe the recent App update broke this functionality or if there was something that I am missing with the set up of the app. 

Best Answer

‎08-10-2018 06:38 - edited ‎08-10-2018 06:39

In response to Aerides

‎08-10-2018 06:38 - edited ‎08-10-2018 06:39

@Aerides wrote:

I also have Google FI, but not a pixel, it's a Moto X4. 

 

Issue persists, will try to find v 2.75 - can I get that from Fitbit directly? 

v2.75 would need to be downloaded from a 3rd party APK mirror site eg. Apk mirror. If you do a Google search you should be able to find it easy enough. 

 

I'm comfortable enough to download and install from sites I trust, but I know some people are wary of such sites. Obviously that's up to you to decide how you feel about it. 

Community Council Member

Nathan | UK

Looking to get more sleep? Join the conversation on the Sleep better forum.

Best Answer

‎08-10-2018 06:55

In response to MisterShark

‎08-10-2018 06:55

Screenshot_20180810-155523_Fitbit.jpg

 

Best Answer

‎08-10-2018 06:56 - edited ‎08-10-2018 06:56

In response to FerdinandFitbit

‎08-10-2018 06:56 - edited ‎08-10-2018 06:56

just spoke with Fitbit customer support and they say that yes indeed this is a known problem with the latest app update, and that the engineers are working on it and hope to have a new update out soon. ...so there is no fix; just have to wait for the next app update

Best Answer

‎08-10-2018 06:56

In response to LSecreve

‎08-10-2018 06:56

Hello! As you may have seen on the picture my fitbit is connected but does not show my steps in the app, even though I completed the 10.000k and my fitbit tells me. Some one has had this before and has a solution? 

Best Answer

‎08-10-2018 07:05

In response to Ingineru

‎08-10-2018 07:05

Same issue here.  

Best Answer

‎08-10-2018 07:15

In response to NellyG

‎08-10-2018 07:15

Hi ,

I've just had the same problem.

 

I tried to re-install the app and it remained the same. Using Samsung A5. However the steps are saved and displayed on my computer dashboard and the total steps are logged on the mobile app when I tap the today steps, graph is displayed too. 

Best Answer

‎08-10-2018 07:16

In response to MikeMag

‎08-10-2018 07:16

I have a Fitbit One.  It bEgan doing the same thing last evening after an update.  My steps are syncing to my challenges, but my dashboard shows a steady reading of 0 steps. It never updates on the screen, even after a sync.

Best Answer

‎08-10-2018 07:16

In response to MARS22

‎08-10-2018 07:16

Hi! Mine just started doing this today and it's beyond frustrating! I updated my Pixel yesterday & everything has been affected. I've repaired my Blaze & reinstalled Fitbit app but still isn't working. Did you have any luck connecting? 

Best Answer

‎08-10-2018 07:17

‎08-10-2018 07:17

On the fitbit, I can see a heart rate reading. However, when I look in the app, and tap the heart tile, I see "no measurements". I can some charts for sleep and steps. How can I get it to track heart rate throughout the day?

Best Answer
0 Votes

‎08-10-2018 07:23 - edited ‎08-10-2018 07:24

In response to redslove8501

‎08-10-2018 07:23 - edited ‎08-10-2018 07:24

Welcome to the Fitbit Community @redslove8501, @Ingineru, and @Jim9865! Can you all please double check that your Fitbit app is running version 2.76? This is the most recent one. 

 

  1. Tap the Play Store app.
  2. Tap or click the menu icon in the top left corner.
  3. Tap My apps & games. If the Fitbit app has an update, you’ll see it in the Updates list.
  4. Tap Update.

If your apps update automatically, check the Recently updated or Up to date list to see if the Fitbit app was updated.

 

Since you guys are using the Android app, you'll only see heart rate data if you have call, text, or calendar notifications enabled. And of course, make sure Bluetooth is enabled on your mobile device.

 

Additionally to this, I'd recommend refreshing your app:

 

  • Log out of your Fitbit app
  • Force quit the app
  • Turn off the Bluetooth
  • Shut off your phone and turn it on after 1-2 minutes
  • Turn on the Bluetooth
  • Log back into your Fitbit app

 

PS: I've moved your post to the Android App board as there are more chances to get related replies here.

 

Hope this helps, keep me posted! 

Maria | Community Moderator, Fitbit


Was my post helpful? Give it a thumbs up to show your appreciation! Of course, if this was the answer you were looking for, don't forget to make it the Best Answer! Als...
Best Answer

‎08-10-2018 07:37

In response to Pinotattt

‎08-10-2018 07:37

I have the same problem, my phone is a samsung galaxy S7

Best Answer

‎08-10-2018 07:41

‎08-10-2018 07:41

Hi, 

My fitbit app is saying the same too. Saying  0 activity and 0 calorie burn but is giving the correct information on my watch. Is this because of the recent update?

 

Been working fine till today.  Do I need to do anything?

 

Thanks

Best Answer

‎08-10-2018 07:45

In response to Jamibaybrook

‎08-10-2018 07:45

Hi,

 

I am having exactly the same issue today. I have a Samsung s7 edge and it says that the app updated last night. Now the app is updated my watch says I have done over 6,000 steps but my app says I have zero.

 

I have reset the watch using the three buttons, restarted my phone and still no luck. When I delete the app and reinstall it then it will work for about 1 min then go back to zero steps again.

 

Any help would be great its driving me mental!!!!

Best Answer

‎08-10-2018 07:48

In response to Trud1993

‎08-10-2018 07:48

Also I have the blaze too. Not sure if that could be part of the issue

Best Answer

‎08-10-2018 07:51

In response to PavanD

‎08-10-2018 07:51

Having same issue. Note8. No love heart rate on the app. App is 2.76 BETA version.  Please fix this. It was fine until the update.

Best Answer
0 Votes

‎08-10-2018 07:51

In response to PavanD

‎08-10-2018 07:51

Having same issue. Note8. No live heart rate on the app. App is 2.76 BETA version.  Please fix this. It was fine until the update.

Best Answer
0 Votes

‎08-10-2018 07:57

‎08-10-2018 07:57

There was an update to the software yesterday.  My Fitbit shows all the info but the app is not recording the steps, HR or Cal.  I have performed a sync several times, as well as force stopping the app.  Any solutions?

Best Answer