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.

[HAC1958]

Alyhu..... and all the community...

My original thread deleted by moderator. 

[Alyhu]

Sorry about that.

[JoshParkes]

Hi There! Thanks for reaching out, Can I please ask what you specifically don't like about the Fitbit App / The Fitbit experience as I can send a bug report to Fitbit and a suggestion forum to them 🙂 

[MrsMargie]

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Why did you copy my post as yours? I am confused as to what is going on here???

@Asyd wrote:

8/14/18 - 13:27

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[JoshParkes]

Hi There! Thanks for reaching out, I seem to be experiencing the same problem too! But don't worry 🙂 I can assure you this will most definitely be fixed in the next update! However once i have fully synced it will once again go back to it's normal figures so please don't worry

[Arate]

I think we all have to wait fir fix...  ughhhh....

[JBeau81]

MrsMargie, if you read the post, you can clearly see that Asyd wrote that this was not "their" post.

"I just got a post notification in my email from another post I subscribe to but when I click the link the post has been removed. This is the response the other user shared:" 

And what is going on here is the fact that Fitbit has a major issue with syncing and we are all fed up with it.  

[laughlady99]

Thank you!

[Martinahewitt]

I have done exactly that over 5 times I also turned my phone off and back on 5 times but still my steps and calories burnt is not showing up. After I log out and back in again my steps appear for a second and go straight back to zero. ???????

[soccersnaps]

actually customer support told me that they cannot say when an update may be available

[Alyhu]

Same here!

[laughlady99]

Why doesn't that surprise me, lol. Hopefully it'll be soon or people might be switching to something else. I've seen customer service for other products (not fitbit) keep saying an update is coming, and years later people are still waiting. Not cool. 

[Crazy-Fritter]

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@fueledbycoffee wrote:
they could if they had a competent software team.. its totally normal for companies to have old versions available but fitbit seems to consider itself exempt from normal software things like testing before release and having old versions available or pushing out downgrades when they really really mess things up (like this and the oh hey our app is using a GB a day of data - sucks to be you if you are on a limited plan - version)

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Fitbit has been fighting for their financial life for the last year and a half or so..... I have to say I'm impressed that the company heads didn't just sell off their stock and file Fitbit bankrupt..... which would have left us all stuck with very expensive and completely useless trackers.

The CEO said they were going to keep fighting to save the company, that's why they brought out the Ionic, Versa, and Ace. I actually like Fitbit, and have really enjoyed my surge overall. Of course I have been running app version 2.63 since I got my surge a year ago and it's been working flawlessly.......and that's why I will never upgrade my app 😉

But overall I think Fitbit is still making bad choice after bad choice, and I don't think they're going to be around for the long haul.......neither do the majority of business analysts. Some of Fitbits board members are already starting to leave......getting off the sinking ship so to speak.

Too bad they can't make the right decisions...... they have a lot of loyal users they're continuing to push away, plus the new users they're turning off with the constant app issues (and no choice of older apps to fall back on like fueledbycoffee mentioned above), poor device quality, and weak customer support.

I'm seriously considering selling my brand new, sealed in the box backup surge I picked up on clearance, because I don't think the company is going to be around long enough for me to actually ever use it 😞

[SunsetRunner]

It is a problem I learned about after my post above. See THIS post.

[fueledbycoffee]

😞

[Jmudge]

Thanks for this info... I am quite new to Fitbit and the app worked well for awhile. I too have reset everything, but my app is showing old walks, until I go into them and they show the correct ones. (The data is accurate on the website, but the app is crap) At least my husband told me about the Run Keeper app (even tho I don’t run!) the data from my Fitbit is showing correctly in that app. And it seems much more reliable. 

[imnotme]

Yeah, I agree with what you are saying....pretty sure it was the fitbit update, seems like that's when all the trouble started for just about everyone, boy what bad timing, I work for a company that is  really insistent on employees staying on their feet and busy all day long, so much so that they are going to buy over a hundred fitness trackers , most of us voted to buy fitbit trackers but since our company phones are all LG K20 Plus phones and because of the very recent problems fitbit users are experiencing with the fitbit app not working with our phones it looks like a sure thing that were all going to be getting another brand of tracker.....Thanks fitbit for the past 5 years, I've really grown to love my fitbit and now I have to learn another tracker.....  you guys had a sure thing until this past week!

[Greytdogs]

The exact same thing happens to me.

[Cdlamb]

I can confirm this. I am patiently waiting on a fix. 

[JHTjunk]

Tell me how to get by Alta to sync continuously please