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.

[BLY]

Update, I have tried all the solutions and none of them are working, still at same place I was when the update came through.

[pdbowling]

These processes are for getting your device to sync.  As noted in the thread, the sync is happening.  We can get to the step count by going to the website, so they are syncing.  It's just not showing the step and calorie counts on the dashboard.

If you click on the '0 steps' and then the graph for the last several days where it is showing zero, the next page shows the real step count.

[BLY]

I got the latest update also and it changed nothing.  Funny thing though, my Fitbit hasn't been syncing for two days but when I when I checked on my phone those two days were now uploaded but not today.  I'm wondering if todays steps will be updated tomorrow???????

[pdbowling]

I discovered that the sync is actually happening and just not showing in the dashboard.  You can tap in to the '0 steps' and the empty day on the graph and it will show the real step count.

P

[pdbowling]

Same going on for me.  Sync is happening since I can see the steps on the website. Just showing 0 steps and calories on the Dashboard and first graph.

[CitizenCarol]

Only the dashboard tile is not showing my steps, drilling down thru the tile I can see my steps on the app.  This started mid morning today.

Was there an automatic update?  I have only had my charge 2 for 10 days and am still figuring out the dashboards.

[bfrymire]

That is what mine was doing.  I went to playstore and updated the app.  Seems to have fixed the problem for me.

Samsung S6 and Charge 2.

[Bigholly]

I'm having the same problem with my steps not syncing to my dashboard. I log out and log back in and my steps sync for a brief second before they change back to zero. 

I've logged out, I've uninstalled, I've reset my fitbit. 

[sincitytransfer]

Having the same problem.  Steps and calories burned not showing up on tiles, but if I click on them, the information comes up on a different page.  Have uninstalled and reinstalled the app, unpaired by Fitbit and set it up again. Nothing is working.  Has been going on for 3 days. Using Samsung Galaxy S8.

[ashwolve]

@jessicanikole Hi and Welcome - just a thought but are you using any 3rd party Apps integrated with Fitbit (IE, MyFitnessPal or Weight Watchers) some people have reported that some updates have caused the link to break and you may have to revoke the link and then go into the various apps and re-initiate the connection to Fitbit.

I have also Noticed that the Galaxy S9 in not currently on the compatible devices list produced by Fitbit

Compatible Devices This may also restrict the operations of the dashboard (have you tried syncing via a laptop or desktop or even the web version) to see if it kicks back in

if there are glitches in the system you may need to recheck the sync settings as this can sometimes fail and need restarting Why won't my Fitbit device sync (Click Trackers and Watches and then select Android)

and last suggestion I currently have that may help is to restart your tracker (you may need to do this 2-3 times in a row for it to fully work How do I restart my Fitbit device

Hope this goes some way to assisting you with your Enquiry

if all else fails you may need to contact Support the phone number will appear once the office is open (usually 0800 - 1900 Mon-Fri and 1000 - 1700 weekends in the UK)

Customer Support UK

This is for the UK but should you need to change country scroll to the bottom and look for United Kingdom with a down arrow next to it and click on the arrow now you can select your relevant country and the page will refresh

Kind Regards

Wayne

Afterthought have you checked the known issues with Fitbit? Known Issues

have you allowed the app to run in the background? if not this may also hinder syncing

[mandymitchell61]

Iv had yet another update and still not working,hows yours

[Heather797]

I am having the same issue of dashboard showing zero steps and zero sleep yet recording correctly when I go to detailed hour by hour report on my Flex. Just started this morning. Tried restarting my fitbit without no change.

[TedVH]

I was having the same problem.  Reinstalled app, no luck.  Check android system update, no luck. Went to settings, apps, Fitbit, permissions, turned on location, phone and camera now the steps works properly.

[TedVH]

Was having exact same problem.  Went to settings, apps, Fitbit, permissions, turned on location, phone, and camera.  Now the steps works.

[Charl_Roberts]

Well for some bizarre reason it's now working this morning,  thank you everyone x.

[VLH75]

Mine also started doing this yesterday, feel reliant on needing to see my step progress 😞

[AlyssaLink]

Ugh, me too. I've been a fitbit user for years and never had this problem before. I had a blaze before this and I loved it. Honestly if fitbit doesn't actually do something besides suggesting the same steps I've already done 1000 times, then I am getting something else

[mandymitchell61]

Another update came in this morning but mines still not working,fitbits trying to say its my phone yet worked fine till 8/8 and iv an outdated phone weirdly works on but my sim wont work in it as its too tiny and no way am i carrying 2 phones but dont have updates on that old one as grandkids use as a tablet to play on when here 

[frogstomper]

Not fixed after updating to 2.76.1

[SunsetRunner]

Hi,

Thanks for this mine are already all on and still doing the same thing.

Thanks anyway 😄