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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

‎08-13-2018 18:06

In response to LSecreve

‎08-13-2018 18:06

I guess they ate working on it. Chat asked me to log off. Didnt help.

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0 Votes

‎08-13-2018 18:20 - last edited on ‎08-14-2018 10:58 by Fitbit Moderator

‎08-13-2018 18:20 - last edited on ‎08-14-2018 10:58 by Fitbit Moderator

My charge 2 is not showing my steps for the day when I sync it with the app. It's shows 0 all day, but it shows floors, active mins, miles, but not calories. I have restarted and reinstalled my app several times. Thank you 

 

 

Moderator edit: Format

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0 Votes

‎08-13-2018 18:24

In response to fyao

‎08-13-2018 18:24

I get the correct values after I sync if I am sitting still. If I move during a sync the step tile displays zero steps and after the sync is complete the tile shows the steps accumulated since I started moving. EG the watch shows 8500 steps but the app shows 300. If I sit down and sync again the total 8500 is on my steps tile. If I start walking it resets to zero again! Very frustrating.

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‎08-13-2018 18:37

In response to MamaMorgFit

‎08-13-2018 18:37

There is a problem with the latest app version. 2.76.1 that came out Aug 10th 

Best Answer

‎08-13-2018 18:41

In response to KushtyRye

‎08-13-2018 18:41

 Having the second problem. Very frustrating !! 

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‎08-13-2018 18:41

In response to Aebrown

‎08-13-2018 18:41

I just started having the same problem.

 

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‎08-13-2018 18:46

In response to Peakay814

‎08-13-2018 18:46

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.

Before posting, re-read to see if it would make sense to someone else not looking at your Fitbit or phone.

Best Answer

‎08-13-2018 19:03

In response to FerdinandFitbit

‎08-13-2018 19:03

I have Fitbit Alta HR.  My Fitbit app is on LG X Venture Android 7 OS.  The app updated last week and after the update when I open the app everything reads zero for a few minutes. This did not happen before the update.

  I installed a new update this morning and the app still show zeros when first opened. I have turned my phone off several times especially after updates. Disconnected bluetooth and re connected and logged off several times. Again the zeroing issue was not present before the updates install.

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0 Votes

‎08-13-2018 19:15

In response to JBeau81

‎08-13-2018 19:15

EXACTLY why I'm here. This is really beginning to wear on me...day after day, night after night, the same drill. It syncs once early in the day and I look at the phone at the end of the day and it hasn't linked or connected for more than 12 hours. I'm lucky the device registers I've moved during the day.

Best Answer

‎08-13-2018 19:25

‎08-13-2018 19:25

 My watch is recording steps but not showing heart rate.  My app not showing steps. When I log out and back in steps will appear then rest to zero.  I check the days steps shows zero.  When I click on the days steps steps will show.  However they are not recording in my challenge.

All steps are showing when I login to fitbit.com

Tried restarting app.  I uninstalled and reinstalled several times

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0 Votes

‎08-13-2018 19:42

In response to Asyd

‎08-13-2018 19:42

I have lost multiple challenges because of this.... now I know its not important but it is fun to win. and when I'm only 4-5 thousand steps behind first place and I have 12,000 steps that hasn't synced it gets really frustrating. 

 

It has been going on WAY TOO LONG!!!! and maybe Fitbit should consider giving refunds to people that this is happening to. I'll take that money and go get an I Watch 

Best Answer

‎08-13-2018 19:49

In response to Peakay814

‎08-13-2018 19:49

Yes I'm having the same problem!!

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0 Votes

‎08-13-2018 20:35

In response to allybongo123

‎08-13-2018 20:35

If you ask me, I tried to uninstall and reinstall in order to fix it in order to fix the problem. It didn't work.

Best Answer
0 Votes

‎08-13-2018 20:46

In response to KaliDre

‎08-13-2018 20:46

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.

Before posting, re-read to see if it would make sense to someone else not looking at your Fitbit or phone.

Best Answer

‎08-13-2018 20:47

In response to JBeau81

‎08-13-2018 20:47

Same here. Except mine won’t sync at all and hasn’t since the app update... and Fitbit personnel are not doing anything about it. I’ve been checking the forum multiple times a day for new answers and nothing. Maybe if everybody is having the same issues with the new update, they should consider re-releasing the older version of the app that nobody had any problems with. 🤔 

Best Answer

‎08-13-2018 21:21

In response to Newfitkitty

‎08-13-2018 21:21

@Newfitkitty I appreciate the concern but I have been doing this for a while (and had some success) trust me I have made those same mistakes (and will probably continue to do so as time goes by lol) - I never think it is fair to keep someone who is asking for help hanging just because of the thread they posed their question in and the original entry by the person I was trying to help had both inputs in ,

 

the Moderators will only delete posts if its inflammatory or not relevant - it they wish to make another thread and move both the posts to that then that's what they will do, and I would be happy with that as I would also get indication as to where the post was - unfortunately I do not have that access or I may have done that myself, also it doesn't always help when 2 or more threads are merged as this will undoubted cause confusion and irregularity in responses (ie looks like a few people have answered the same post)

 

don't get me wrong its nice to see new faces trying to assist and hope I am not discouraging you in anyway as you will do fine, a quick tip for you though - there is no requirement to add a quote to all your postings the @someone will suffice in the majority of communications as they will know what it is about (best way to use the quote is if you are trying to assist in a different thread and wish you use another post as an aide you can either do this by copy and pasting the link in the address bar or as you have been doing adding a quote)

 

all the best, good luck and hope to see you around the forums helping out

 

Kind Regards

 

Wayne

 

 

Charge 2, 3 - Windows 8.1 - Samsung S6, S8, S9 - Each day we learn something new is a day not wasted
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0 Votes

‎08-13-2018 21:27

In response to cardiolvr

‎08-13-2018 21:27

@cardiolvr I rolled back to 2.74. that seems to work... More or less. 😑

Marrrmaduke | Canada
Charge HR, Blaze, Charge 2, Charge 3, Inspire HR, Versa Lite, Versa SE, Aria

Best Answer

‎08-13-2018 21:27

In response to Peakay814

‎08-13-2018 21:27

I was having the same problem.  Then my steps appeared, but it shorted me about 5000 steps.  I restarted and no success in gaining all my steps back.  

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‎08-13-2018 22:45

‎08-13-2018 22:45

My dash is also not syncing correctly. Ie the values on the app keeping fluctuating between o and then back to the true values correct with my watch. This happened only after the app had an  update. I'm assured that the engineers are aware of it and are working on a fix. Anybody else having the same issues?

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‎08-13-2018 23:26

In response to moncy18

‎08-13-2018 23:26

Same, it just shows "looking"

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