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

[CarlosCFitbit]

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.

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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! 

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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. 

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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. 

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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. 

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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! 

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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.

[NellyG]

I find that I have to sometimes go into the heart rate tile and then out of it and then back in a few times. I think the data isnstoredbonnthe fitbit servers rather than you phone so it takes a few minutes sometimes to retrieve it. Mine always appears after a few minutes.

Yes there is customer support. If the one you are trying isnt working, you might have been dropped out accidently. Try a different method, or hang up and try again.

[RKLimes]

Also having this issue.  Tried the steps listed above. 

Data is being recorded in the app, just no live heart rate being presented. 

Charge 2.

[NellyG]

@JennFre is right. There are a few threads about this, so not your tracker or app. Hopefully it will be fixed soon.

[NellyG]

It seems to be a general problem at the moment so nothing you can do but wait for it to co e good!

[Trikuta]

 Since this version is uploaded on my Samsung Note8, my charge HR do not sync properly. In fact, steps and heart rate is not being monitored at all.

[msupreme]

The app on my phone galaxy 8 plus.  It only shows the steps when I sync and now it doesn't show heartbeat.

[JohnnyRow]

Perhaps you have not actually synced.  Some stats, but not all, can appear up-to-date on the app, just from the bluetooth connection between tracker and phone, without actually having synced to the main Fitbit database. 

See Can I see real-time data in the app?

To check if it really has synced, on phone dashboard, click 'Account' icon near top right.  Right under the tracker name, it shows the last time it synced. 

[JohnnyRow]

Can I see real-time data in the app?  talks about seeing that data in the app; worth checking the requirements/settings there and see if the update changed any of those settings, such as turning the "Live Data" off.  It has happened before that an update accidentally changes a setting.

[SunsetRunner]

same here and my watch shows heart rate going up and down like normal and steps on watch going up and app not counting anything have cleared its cache reinstalled this is since the app updated today yesturday worked fine please revert the app update this is for versa

[GoUTigers]

Having the same problem. Glad its just not me!

[Infectoman]

Same here with Alta HR and Samsung Galaxy S9+. Not showing step and calories counts at all.

[Fisher8]

Hi my steps stopped showing on the dash board and daily summary. But show when I click on the day for a details report? 

Things I have tried. 

Powered devices down and back on

Restarted the fitbit Alta HR

Force synced 

I'd upload photos but the image option wants a source?

[RodEarly]

I have an Android phone (Samsung) and the Fitbit App step count and heart rate have stopped updating in real time.  Though both update as expected on the watch itself.  I have rebooted both the Ionic and the phone, as well as uninstall and reinstall the app to no avail.

The issue started with the latest update to the Fitbit App, so this is a newly introduced bug in the Android software.  I hope Fitbit will quickly publish an update the app.

Rod

[Infectoman]

Same here with Alta HR and Galaxy S9+. Not showing steps and cals in the app. Sleep data is wrong too.

[RaceTruckDriver]

Following as my Ionic has the same issues 

I am over it 

[Fisher8]

Same here with Samsung S8. Steps on dash board no longer show says 0 and if I click on it I see steps for past days but today shows 0. If I click on today its showing my detail activity with count 9000 steps so far?

[gdbtroutfit]

Thanks, great suggestion.  Unfortunately, did not resolve the issue.  "Live Data" was turned on but turned it off and back on anyway - no help.  Android app shows '--' for pulse rate but Charge 2 is definitely reading it.  Something in the latest update definitely seems to have broken Android live data.  Its a mystery to me how something like this would get past regression testing of a new version.

[Lisa9564]

Exactly the same issue I'm having with my Charge 2, starting today.  Zero steps, zero calories burned showing on the (android) dashboard,  but the numbers match if I tap the dashboard tiles and go to that topic.  I've restarted bluetooth,  then my phone,  but it hasn't helped.  I haven't restarted the tracker yet,  though. 

[msmonaotr]

I am having the exact same issue with heart rate and step count. It started this morning while I exercised. I monitor both stats on my phone when exercising and couldn't easily do it. I want real time data when I exercise. Please roll back this update ASAP. This is a major problem and inconvenience. 

[KaliDre]

I'm having similar problems with the Android app and now the Dashboard on my computer won't sync either. I have a big hike slated for tomorrow. Hoping the Fitbit itself is actually capturing the data. 😞