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.

[lynnw]

Are there any updates? Live heart rate tracking still absent.  Steps still revert to zero, then show up with sync

[TillyRO23]

I've been having the same problem for almost a week now,very annoying. 

[Dobbied]

Hi everyone, whenever I sync my Ionic with the app on my phone it shows my steps as zero, even though my steps show on my watch. Any ideas?

Thanks  

[tillerman]

Wow.... I to have the same problem. Did 3 button reset, phone reboot would end up with Big Red X. Finally got clock screen, but constantly trying to sync with Bluetooth. I’m sure it’s the firmware. Would love to be able to go back to an earlier version. 

FITBIT please come through. 

[lisa0069]

Well maybe something is wrong i posted earlier got no response. My watch has all zeros but my app shows 13000 steps.  Thought it was the particukarclock, cant change the clock and now it wont sybc

[Twinkle12]

Hi there

For the last 3 days my android fitbit app has been showing my steps as zero.  It is syncing in all other areas and in the challenges I can see the increase in steps but my dashboard remains zero.  I have logged out and turned blue tooth off/on but no difference. 

Any ideas?

Thanks 

[renaedevere]

I did this and it worked. Everything is working now.


Sent via the Samsung Galaxy S9+, an AT&T 4G LTE smartphone

[meresydotes]

@renaedevere WHAT did you do that worked? There's so much stuff going on in these forums that just saying "this" doesn't help anyone.

[ILoveBunnies]

I messaged fitbit via Facebook. They responded:

Our team is aware of the issue and working on a fix. In the meantime, please continue to view your current stats on the Fitbit web Dashboard by logging in to your account at http://fitbit.com. You can follow this community discussion for updates on our progress: https://community.fitbit.com/t5/Android-App/App-2-76-1-steps-calories-revert-to-zero-no-live-HR/td-p.... Thanks for your patience.

[Techmeister]

Worked perfectly  - thanks renaedevere!

[Sistersue3]

I am having this issue also. I've tried reloading the app., restarting phone, checking bluetooth. Seems to sync ok but doesn't show steps on dashboard. Funny thing is my husband's fit bit started doing it at the same time. I wish they'd get this fixed. It's annoying!

[laughlady99]

I recently upgraded to a Charge 2 from the Charge. I never had an app issue with the first one I had. Ever since upgrading, it will not show the beating heart on the app with the live heart rate (Either shows -- or just the resting heart rate). 

I am using a Note 5 phone. I have read through as many help files as I can online, and this is what I've tried:

-- I made sure the old charge was unpaired w/ the phone. 

-- I have uninstalled and reinstalled the app, multiple times. I've also deleted the charge from the app and reset that back up. 

--Have logged out of fitbit app, force stopped the app, unpaired the charge from bluetooth, shut off phone for a few minutes, turned bluetooth back on, and logged back into app.

-- I have made sure all-day-sync is on. All notifications, calendar and phone calls are on. 

-- Live data is enabled.

-- The bracelet itself is showing all information just fine and every time I open the app, it connects perfectly (so the signal is fine) and updates all information within the app, it just will not show the live heart rate. The only other odd thing is it sometimes (on the dashboard) flips from an incorrect sleep time last night to the correct time once it connects. Not sure why.

-- Even though connection is fine, green lights are flashing, app is updating, I still tried moving the bracelet around, loosening it up, etc. No go.

-- I've tried changing the Heart Rate from Auto to ON. Still nothing. 

-- I tried un-pairing the bluetooth sync to my car. 

Seriously, what am I missing and why isn't this working?

[cythere72]

I tried all the solutions that were posted here and nothing. Everything worked for me for about 6 weeks then now, the heart rate in the app (Samsung S9 plus) just shows the resting heart rate. No longer syncing with my fitness tracker. My fitness tracker is constant in showing the heart rate. HELP!

[murjd17]

I was looking at my app in more detail to see if the new version had changed a setting somewhere that was preventing the live display in the dashboard. In doing so, I noticed that my version of the app is actually a beta version - 2.76.1 (30213305) BETA. Why on earth was a beta version pushed out to everyone as an update? The forums are littered with requests to roll back to a previous version of the app after various updates and now I understand why. I have turned off automatic updates for fitbit in my google play store and will keep my fingers crossed that the next update fixes the issues that occurred with this beta "update." While I'm at it - any chance I can go back to previous, non-beta, version of the app? 😉

I know you don't allow rolling back to a previous version but maybe Fitbit should make an exception this time since they forced everyone on to a beta version that seems to be causing a lot of issues.

[JBeau81]

This is my second time posting this issue..... and not ONCE has anyone from Fitbit responded...... Maybe that's because they know they have a HUGE problem and just wont take blame and try harder to fix it. 

I WILL NOT TURN MY PHONE OFF, FITBIT OFF, RESET ANYTHING ANYMORE!!! 

FIX THE PROBLEM FITBIT!!!!!!!!!

[SunsetRunner]

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@Sistersue3 wrote:

I am having this issue also. I've tried reloading the app., restarting phone, checking bluetooth. Seems to sync ok but doesn't show steps on dashboard. Funny thing is my husband's fit bit started doing it at the same time. I wish they'd get this fixed. It's annoying!

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As I mentioned in post #2 and referenced in post #5, all the stat info is still correct at Fitbit.com.

[Leonita]

On the app it shows my last sync being on the 8th of August, this is so not cool. What does one do now?

[Mel_38]

It hasn't worked for nearly two weeks since a update I have tried everything even deleting my app and reinstalling it

Get Outlook for Android

[Mel_38]

I know that but u shouldn't have to do this

Get Outlook for Android

[MrsMargie]

I am still having the same issue with NO STEPS showing on the fitbit app on my Samsung Galaxy Note 8. My Fitbit Blaze and dashboard online do show the activity. I have been in touch with fitbit several times by email, and they acknowledge that there is a problem. This is the email I received yesterday 8-13-18

"Hi Margaret,
Thanks for getting back to us.
After doing research, we have confirmed that indeed you are affected by the ongoing bug issue on our Fitbit app.
Although this might be the case, we are now well aware of the known issue and our engineering team is currently exhausting our tools and resources to find the solution for this as quick as possible.
We ask for your patience to give us time as we solve this issue and let you continue your fitness activities towards your goals with no hassle.
You openness to understand our terms is highly valued. Let us know if you have other queries.
Sincerely,

John Keith L. and the Fitbit Team"