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.

[jonshdw]

i know , they should of left it alone

[gdbtroutfit]

Similar discussion going on in Charge 2 Forum.  The latest version seems to have broken all Android app "Live Data" including steps and heart rate. This was confirmed by @Riverbear who reverted to the previous version and confirmed that everything worked as expected.  While I can certainly agree that mistakes happen, this is all too frequent an occurrence with Fitbit software.  Standard software engineering practice is to regression test new versions to ensure that "breaking changes" do not get released to frustrated users.  Fitbit is in a very competitive market and does not help itself with these frequent and very avoidable software issues.

[Cheekyboydanny]

Yep, if aint broke don't fix it. I guess we will wait for a fix oh and a apology for the inconvenience it's caused.

[Tamilou68]

I am having the same issue . It started yesterday.  However I can see the steps and calories burnt if I click on them individually. 

[bfrymire]

Well, mine is back to showing the 0 steps again.   It worked for a bit after the forced update.  

[JOHNL54]

All I called fitbit.support line it is them, not us.  They are aware of the problem and are working on it.

[Riverbear]

Hi all, 

I'm glad that my solution helped some folks! I appreciate the words of support and I agree with @gdbtroutfit that we users should not be the test dummies for sloppy computer engineering. I don't post here often, but trust me - this is far from the first time that this has happened to me with Fitbit app updates! I always keep an older version around just in case for this very reason. It is frustrating that Fitbit (and most apps) seem to have a new update every other day and you're always pushed to update, thinking the new, shiny version *must* be better, right? Well, a lot of the times no. Reverting to an older version is not that big of a deal (you don't loose any of the day's tracker data), taking only a few minutes. What IS frustrating is trying to go through the endless pages of troubleshooting "tips" from the Fitbit support. Almost all of the time, none of them working. Oh and yes, I would suggest NEVER calling them. That is a larger waste of time than trying things yourself. 

Good luck all. And Fitbit - if you do monitor these threads, take some notes. And do let us know when you have a version of the app that works!

[gsciro]

Where did you find the older version, I think I have the say problem. Heart rate on phone app only shows resting and its not right.

[Latip]

Mine has started doing this today. Have unpaired and restarted and you can see the steps then it goes back to zero 

[Mamanfromage]

The app was updated for Android on my phone on Wednesday 8.8.18. since that update the steps are showing as zero. Then I sync then the steps appear. Then they disappear same for the heart rate appearing disappearing. The sleep bug seems to be fixed but you've broken the other bits...

[Mamanfromage]

The app was updated for Android on my phone on Wednesday 8.8.18. since that update the steps are showing as zero. Then I sync then the steps appear. Then they disappear same for the heart rate appearing disappearing. The sleep bug seems to be fixed but you've broken the other bits...

[Mxmathis]

• I am having this as same issue with my One and my android phone (iPad app is showing real-time steps, but I don’t want the walk around with my iPad).  Interested in fix as I like to track my steps in real-time on walks without constantly syncing.

[Riverbear]

You'll first need to uninstall the new version of the app. You can then do a google search for older versions of most apps. However, you want to be sure that it's a reputable site! I like the uptodown site. Once you download the file, you'll need to navigate to that file on your phone (usually in your Downloads folder) and run it. However, some phones will have the ability to install apps from 3rd party sources turned off as a security feature. If you find that you cannot install the file, then search your settings and turn that off. 

[Dspree89]

Yes I have done and checked everything to no avail

[SunsetRunner]

Me too guessing just wait.........?????

[SunsetRunner]

Mine is also doing this on my Alta. Tried everything and it won't work my sleep and miles show but not steps so frustrating. The app was updated yesterday maybe this has something to do with it?

[SuePearl]

Same exact thing here.... I called FitBit, they deny any issues...frustrating

[Rhunzelman]

My wife and I both have this same problem. Started on the 9th must be some type of software update. We both don't see the dynamic step updating with the app open like it did before and the everything going to 0 during the syncing process. Sleep periods are not accurate either.

[SunsetRunner]

Same here, first time I noticed today. Can get the info if I go deeper into the app but not showing steps on front screen..

[SunsetRunner]

my device doesn't send live hr to phone screen. Also not sending active minutes to phone dashboard

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