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.

[ashwolve]

@N8teGee Hi - have gone through why it wont sync in a previous post and just before your post here went through the Bluetooth again is there anything else you can think of (bar knowing the device) that I have missed that you can add for us to help @Gloggs

Kind Regards

Wayne

[fueledbycoffee]

right so the issue is FITBIT not android (ie the app broke b/c of fitbit not b/c of some android version update) your post (edit actually maybe not you - whoever posted that the issues was the latest version of android software) implied that the issue was not fitbit's app itself but something in an android software update that killed things

all of this would be avoided if fitbit did something as basic as load the new version onto an app, pair a device with it and see if the app actually works!

[Rtkat3]

We should give the company time to get rid of the bug. I think they would announce it when they have scored victory against it.

[Gloggs]

Hi.  Just did restart a few times and worked eventually. 9,000 steps now showing but battery down to nil. Am recharging and fingers crossed will charge back up. 

Thank you for your help 

[fueledbycoffee]

they have had time..

also this is such a giant glaring issues its not just a bug.. its non functional software.. something that the most basic basic basic of tests would have revealed..  they had time to fix this - before they released it!

[N8teGee]

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@ashwolve wrote:

@N8teGee Hi - have gone through why it wont sync in a previous post and just before your post here went through the Bluetooth again is there anything else you can think of (bar knowing the device) that I have missed that you can add for us to help @Gloggs

Kind Regards

Wayne

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Sorry I didn't see your previous post, but it looks like you covered it and @Gloggs is back up and running, so great 

[Gloggs]

Hi. It's  Fle2. Seems to have reset ok and steps are now showing 9000 so back on charge and fingers crossed 

[ashwolve]

@fueledbycoffee I am sorry if you have misread my postings but there are a few questions being asked here of a different nature so I am also replying to them as they need assistance also and may not know how to start a new thread or where to post it, as for the implication of Android there is a New version of Android (Pie) that has also experienced some change over issues but that's mainly due to Bluetooth being auto turned off at the point of update which may have caused a bit of confusion

Thanks for bringing it to my attention - if it was my post I will try to be more clear when answering posts

Kind Regards

Wayne

[ashwolve]

@GloggsYour Very Welcome,  Glad it seems to have been sorted, hope it continues to work correctly for you

All the Best

Wayne

[Jenrodgers]

My Fitbit versa shut off and will not come back on. Please help

[meresydotes]

@Jenrodgers This is probably not the place for that question. I recommend you contact support directly, either by phone or chat.

[fueledbycoffee]

@Jenrodgers  call support or do the online chat with support - mine did that when i took it in the pool for the first time - defective waterproofing.. even if you haven't swum with it sweat or showers or dish washing could cause it.    They will step you through a few things and then have you send it back and they will send you a new one.  Note that the exchange process takes weeks - I ended up following up and pushing and got the to expedite things

[bmerrow]

Problem was caused by clock face stopped working. Install any other face
then put back original face fixed the problem. Still very annoying since
it told me I had no heart rate and steps yesterday after my first 32200
steps.

[ashwolve]

@Jenrodgers If you log onto the App / your account check to see if there is a battery level if there is not then you will need to charge possibly upto 4 hours before any sign of life can be seen

@bmerrow has a point also give that a try

you could also try to restart it.   Hold down left button and right bottom button until it vibrates, or you see the Fitbit logo. 

failing that give customer support a call they will be able to check more options,  the phone number will appear once the office is open (usually 0800 - 1900 Mon-Fri and 1000 - 1700 weekends in the UK)

Customer Support UK

This is for the UK but should you need to change country scroll to the bottom and look for United Kingdom with a down arrow next to it and click on the arrow now you can select your relevant country and the page will refresh

Kind Regards

Wayne

[mrknox]

I started having problems with the Fitbit app on my Samsung Galaxy S9 a few days ago. After trying all the regular “fixes”, reinstall app, etc. several times Fitbit support told me to use an old phone instead, and that maybe they’ll fix the S9 problem in the future.  Really, that’s the answer?

[fueledbycoffee]

@mrknox

No that isn't the answer. The issue is a faulty release of software. Use
a safe mirror site (I use android police after reading reviews on cnet) and
download and install 2.74.2

[CandleMaker]

nope, I tried that, and I still can't see my active steps as I workout.

[Hannekalew]

Hi Carlos, As many other users I have the same concern, however something new started a few days ago and I wonder if it has to do with this or not; now the calls are not displaying in my Charge 2, I did the reset procedure, but it's not working; any suggestions?

[CandleMaker]

Fitbit app

2.76.1

doesn't
work right and neither does Fitbit app 2.76.2
So I can't see my active steps during my workout still, and my numbers are
declining because I can't monitor my workout....... telling me to be
patient when you
can't even give me a time frame of when the issue will be fixed is a bit
annoying.
What exactly is being done? How many people are working on this?

[Gusthy]

Why don't you install 2.74.2? Takes around 2 minutes and works well.