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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

‎08-15-2018 04:02

In response to sgcuddlebug

‎08-15-2018 04:02

Me too! My Alta HR shows my steps but my app doesn't, until the next day.

Best Answer
0 Votes

‎08-15-2018 04:14

In response to AlessFitbit

‎08-15-2018 04:14

Your response is the same every time. This fix is all talk.

Best Answer

‎08-15-2018 04:49

‎08-15-2018 04:49

Any updates yet?  My wife and I have the same phones and both have versa devices.  However, her app works fine and mine is having the issues.  This is getting frustrating due to the time it is taking for a resolution.

Best Answer

‎08-15-2018 04:51

‎08-15-2018 04:51

@CarlosCFitbit wrote:

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


Any updates yet?  My wife and I have the same phones and both have versa devices.  However, her app works fine and mine is having the issues.  This is getting frustrating due to the time it is taking for a resolution.

Best Answer

‎08-15-2018 05:03

In response to JoshParkes

‎08-15-2018 05:03

What do I not like about the App? The fact that since downloading the update, which was a HUGE mistake, my Fitbit no longer records my steps, calories or heartbeat on the App. Fitbit has known about the issue since last week and has done nothing to repair the problem.

Best Answer
0 Votes

‎08-15-2018 05:03

In response to emmacjay

‎08-15-2018 05:03

There is a bug with the recent version of the android app that's causing these issues with the steps not showing. Fitbit are aware of the problem and are investigating. Keep an eye on the following thread which has their latest updates on progress:

 

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

Best Answer

‎08-15-2018 05:15

In response to spf001

‎08-15-2018 05:15

Agreed!!!
Best Answer
0 Votes

‎08-15-2018 05:24

In response to Iloveroses

‎08-15-2018 05:24

Hi there @Iloveroses. Welcome to the Forums! I'm moving your post to this thread where you will find more updated and relevant information.

 

Let us know if you need anything else!

Ferdin | Community Moderator, Fitbit

Help others by giving votes and marking helpful solutions as Accepted

Best Answer

‎08-15-2018 05:44

‎08-15-2018 05:44

When can we expect an update? Fitbit needs to be able to provide an ETA. 

Best Answer

‎08-15-2018 05:44

In response to DaveDrew8315

‎08-15-2018 05:44

I am also having the same issue, I have a Samsung S8 Active. I can see my total steps for the prior day, but during the current day, it always shows zero. I also noticed that the updates for the 250 steps per hour is accurate for that day, but when I go to view prior days, everything shows zero there too. 

Best Answer
0 Votes

‎08-15-2018 05:48 - edited ‎08-15-2018 05:49

In response to murjd17

‎08-15-2018 05:48 - edited ‎08-15-2018 05:49

Just adding to the pages of posts. I've been having the same problem on my Nokia 8 (os 8.1) and Fitbit Ionic. I removed the app and reinstalled it. The step count worked for a few hours but has gone back to showing 0 steps. The app is still counting my steps within a workweek challenge so I know it's syncing ok, just not showing on the main page. 

Best Answer
0 Votes

‎08-15-2018 06:14

In response to FerdinandFitbit

‎08-15-2018 06:14

Fitbit, you're rapidly losing your place within the top 10 health and fitness apps. As a customer experiencing this issue, I can completely understand why. I don't know if you haven't noticed that your stats are dropping or if you just don't care. As a customer, it feels like you just don't care, which is adding to the frustration I'm sure most of us within the fitbit community are feeling. We deserve more than just acknowledgement of the issue. We deserve a resolution. It has been far too long!

Best Answer

‎08-15-2018 06:15

In response to youhippy

‎08-15-2018 06:15

Thanks a lot Fitbit for wasting hours of my life!!!! I thought my new £200 Versa watch was faulty and was about to return it! The latest Fitbit update breaks live HR in the Fitbit App on Samsung S7. Downloading and installing the 2.75 sdk fixes this. Switch off auto updating in Google play to stop it updating. And wait for fix (if your bothered about the app showing real time tracking). The real-time tracking on the watch itself was fine .

Best Answer

‎08-15-2018 07:01

In response to cnriley71

‎08-15-2018 07:01

I fixed my fitbit app on my Samsung9+ by rolling back my version. GOOGLE "a-p-k mirror Fitbit 2.7.4.2"  without the quote Mark's of course. Uninstall 2.7.6 or whatever version having trouble with, download and install 2.7.4.2 version. Make sure you turn off auto update in Google Play settings so Fitbit won't reinstall new bad update again. As everyone says, download old version at your own risk. It worked for me though. Don't know why Fitbit won't push out older working version automatically until fix is made...hmmmm! Good luck folks...yeah, my heart rate and steps are now working again LIVE!

Best Answer

‎08-15-2018 07:03

In response to cnriley71

‎08-15-2018 07:03

@cnriley71 wrote:

I have been having the same problem for 2 days!  Any ideas?


I fixed my fitbit app on my Samsung9+ by rolling back my version. GOOGLE "a-p-k mirror Fitbit 2.7.4.2"  without the quote Mark's of course. Uninstall 2.7.6 or whatever version having trouble with, download and install 2.7.4.2 version. Make sure you turn off auto update in Google Play settings so Fitbit won't reinstall new bad update again. As everyone says, download old version at your own risk. It worked for me though. Don't know why Fitbit won't push out older working version automatically until fix is made...hmmmm! Good luck folks...yeah, my heart rate and steps are now working again LIVE!

Best Answer
0 Votes

‎08-15-2018 07:24

In response to Crazy-Fritter

‎08-15-2018 07:24

Many thanks for your input, at least I am not alone!  Once they fix this problem, if they do, I will never ever update again.  Do hope fitbit do not go under, I am addicted to my fitbit.




Sent from Samsung Mobile on O2
Best Answer

‎08-15-2018 07:26

In response to Crazy-Fritter

‎08-15-2018 07:26

@Crazy-Fritter wrote:
@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)

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 😞

Many thanks for the information, I do hope the fitbit company does not go bust, I was happy with my fitbit until now.  If they do fix this problem I will never ever update again!!

Best Answer

‎08-15-2018 07:33

‎08-15-2018 07:33

If you have not already, do NOT update to 2.76.1 version. It no longer includes steps, calories burned or live heartbeat on the app. Fitbit has known about the issue for a week and has done nothing to fix it. They acknowledge the problem, but it has been 2 days since they have even mentioned it or updated users. Their solution is that it still works on your computer. Which is a pretty useless solution. I don't carry a computer around with me all day like my cell phone. So basically I can check my stats a few times a day. Very convenient.

 

If you have not updated...do not...and consider yourself lucky.

 

 

Best Answer

‎08-15-2018 07:56

‎08-15-2018 07:56

I am also having trouble with my app showing stats. It zeroes out and then updates when I use update function.  I am also not getting the sleep data that I have come to expect form my hr2. I also find that it is not recording steps consistently 😔

While I understand this is not a medically accurate device,  I  do use it as a tool to monitor my heart rate due to afib and not having it work correctly is sad.

Best Answer

‎08-15-2018 08:08

In response to mojoba

‎08-15-2018 08:08

Yes, yes, yes!

For days I've been checking back sporadically for a resolution and this one will work until they "fix" the last update

 

 

 

Best Answer
0 Votes