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.

---

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.

[Cdlamb]

Having the same issue with the versa. I cant figure it out. 

[JohnnyRow]

See https://community.fitbit.com/t5/Android-App/Fitbit-App-version-2-76-steps-calories-reverting-to-zero... for latest info.

It is a know problem with the latest Android update.  Apparently it is still updating the Fitbit database as can be seen by looking at the fitbit.com dashboard, so at least the data is not getting lost.

[j0shuk]

 Hey,

My Fitbit Versa has been working brilliantly and continues to do so. 

However, I've only been able to see my resting heart rate on the tile and not the live heart rate as I have been able to. 

I've restarted my watch, restarted my phone and even stopped the app and cleared the cache. 

The graph shows up so it's synching and sendjng information to the app but just not the live heart rate information. This was working until a couple of days ago. 

[LanuzaFitbit]

Welcome to the Forums @dhintz2003 and  @Cdlamb.

Thanks for bringing this up and for sharing everything that you have already tried.

In this case I'd like to take a closer look at what is going on. Could you take a screen shot of what you are saying and then share it here so that I can get better understanding? That way I'll be able to find the best way forward.

Let me know if you have any further questions.

[Cdlamb]

Sent from Yahoo Mail on Android

[Lilbiddy]

Isn't it weird how your mind works? 

I've got android 5 but when I saw that message about it now being the minimum requirement to get updates I had a feeling that this would happen with the next one and immediately disabled the auto update.

So 2 updates in and everyone is still screaming and the feedback from fib bit is a deafening silence as usual. 

Oh hang on, what's that, your device isn't listed as compatible, have you tried turning it off and on again, no, now try it standing on one leg, oh sorry computer says 'no'.

Fib bit, how much more do you think you can get away with before it all gets really quiet from this side because there is no one here anymore? 

[Pete007]

Todays calories remain at zero though I synchronized several times.

[JohnnyRow]

See https://community.fitbit.com/t5/Android-App/Fitbit-App-version-2-76-steps-calories-reverting-to-zero... for latest info.

It is a know problem with the latest Android update.  Apparently it is still updating the Fitbit database as can be seen by looking at the fitbit.com dashboard, so at least the data is not getting lost.

[JohnnyRow]

See https://community.fitbit.com/t5/Android-App/Fitbit-App-version-2-76-steps-calories-reverting-to-zero... for latest info.

It is a know problem with the latest Android update.  Apparently it is still updating the Fitbit database as can be seen by looking at the fitbit.com dashboard, so at least the data is not getting lost.

[LanuzaFitbit]

Welcome to the Forums @Plumpud.

Thanks for bringing this up.

It is possible that there are a lot of messages and they haven't been able to get back to you yet. Having said that, I'd like to help you out!

When you say it is not updating, are you referring to the firmware version or are you talking about the steps and information not syncing to your account? Also, what Fitbit and phone are you using? 

Look forward to your reply! Let me know if you have any questions.

[dhintz2003]

Cant figure out how to copy screenshot on 0hone. It is the Android app where the active heart rate is no longer appearing. All I get is a resting heart rate.

[Cdlamb]

Same. I tried to upload a photo, even tried to email one. No luck. 

No current heart rate just a resting heart rate.  

[Daleenabean]

Hi. They know about the glitch and working on it. Inconvenient definitely but I'm sure they'll fix it.

In the meantime you can still use your phone you just have to keep tapping a couple of levels down to see your stats.

Even though it says zero it's not true.

Tap on the square that has zero and keep tapping. Takes a couple of extra steps. Hope that helps. - Daleena

[Juaniya506]

I am having the same issue.  HadFitbit 

[Plumpud]

Thanks!
I have a flex 2 and a Samsung phone. Suddenly yesterday it started, It's
really weird in that the active minutes and distance covered are updating,
but not the steps or calories. This morning yesterday's info was
completely updated, but same is happening again today. I will try to
attach screenshots. I have restarted Fitbit several times, restarted my
phone, restarted Bluetooth, logged out of Fitbit app and logged in again,
nothing has made any difference!. Not sure what is happening

[KarmaZ]

This seems to be a problem for a lot of users & Look like they already working on it https://community.fitbit.com/t5/forums/searchpage/tab/message?filter=dateRangeType&q=zero%20steps%20...

https://community.fitbit.com/t5/Android-App/App-2-76-1-steps-calories-revert-to-zero-no-live-HR/m-p/...

[KushtyRye]

Hi, thanks for the reply. I've tried logging off and back on to no avail. The web dashboard is fine, it's the dashboard on my phone that's the problem see snapshot attached.
Sent from Yahoo Mail on Android

[SunsetRunner]

Haha you forgot hold your breathe. Rofl

[EESmith]

I'm having the same issue but also the app claims that I have no friends. The dashboard still has my friends. The app says I'm friends with someone if I click on their username.  The problem with this is that I cannot invite anyone to a challenge anymore and cannot share photos with them.  HELP!

[LT.]

I'm having the same issue, on an android phone.   From what I can tell a new feature to disable live data just came out in release 22.22.55.2 which coincides with when this problem started.

I've logged into my web account...this live data setting is set to enabled.

I've tried logging out of the app on my phone and logging back in.

The number if steps displayed briefly and reverted back to zero.  calories burned also shows 0.

This seems like something FitBit will have to address.