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.

[Aerides]

Has Fitbit published a safe roll back? Nope. Only community members suggesting we do so from 3rd party sites at our own risk. So, no that's not a solution for me. 

Issue is 2 weeks old; fix is another 2 weeks - FB should at least provide a roll back that they push/host for the interim. 

As mentioned upthread, if this were an issue with IOS/Apple, it would have a far shorter resolution. I've already got my next device picked out from another platform... 

[RyanSchneider]

So annoying. Should have stuck with my Samsung. I have never had this many problems with anything. 

[GadgetGirl007]

If my HR is also not updating to the web app, would this fix apply to me?

[CallieT]

So should I be able to use the laptop instead of my phone to sync?  I am now going into my second week when I cannot get my Fitbit data sync but the message that appears when I log on to the website, says that I should be able to see my stats . . . but it's still showing zero steps for all of those days.

How come some folks are able to sync up . . . did they not download the last update?

I just tried to go through all the steps for installing fitbit on to my Windows 10 new laptop.  Will that help?

Thank you for any clarification.

[Meagan9610]

My versa has clock error message, when I attempted to change clock face nothing happened. What can I do to fix this? 

[asidscript]

New Versa. Just out of the box  updated etc. 

HR on watch works perfect. But is showing 0 on the app. If I tap the HR tile for more info I get the message. No measurements. Both phone and watch rebooted. Anyone got any ideas how to fix this.

Pulling down on the app does initiate a sync. And the phone / watch / app account are connected. Still no info getting from watch to HR info in app. Please help

[asidscript]

OK so the moment I posted the issue and started to take pictures to show you all. It started working. 

Solution : 30 mins to an hour of patients. 

[N8teGee]

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@asidscript wrote:

New Versa. Just out of the box  updated etc. 

HR on watch works perfect. But is showing 0 on the app. If I tap the HR tile for more info I get the message. No measurements. Both phone and watch rebooted. Anyone got any ideas how to fix this.

Pulling down on the app does initiate a sync. And the phone / watch / app account are connected. Still no info getting from watch to HR info in app. Please help

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@asidscript this is a known issue. I have merged your post into the main thread. 

[ashwolve]

@Meagan9610 Hi and Welcome - Not sure if your enquiry is as a result of the App Defect that is being looked into but in the meantime have you tried the following link which may help in this case - have you tried the following link ?How do I change the clock face on my Fitbit device

another option would be to log into your account via the internet to get the .com account and see if it can be changed in there

if this doesn't work you may want to restart your device (you may need to do this 2-3 times in a row for it to take effect)

Restart Fitbit 

and lastly if that doesn't solve the issue you could give customer support a call 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

hope this helps

Kind Regards

Wayne

[Connie98]

Regarding the recent problems with the latest update where steps and calories are missing.  After sifting through all the answers the most useful one I read really made me think.   Why oh why are we call getting ourselves in such a state over this slight inconvenience in our lives when some people in other countries are just stuggling to survive.  Get a grip, I'm sure it will be sorted soon!

[ashwolve]

@CallieT - I believe that it is just the Android Phone app that's the issue and a Laptop should work fine - if you do have problems syncing you may need to turn of Bluetooth on your phone as the Laptops Bluetooth/Dongle my conflict resulting in a no sync

@GadgetGirl007 - As mentioned above this maybe a Bluetooth issue in your case and the following may assist you both

 Why won't my Fitbit device sync

Is the Fitbit app interfering with other Bluetooth devices

Kind Regards

Wayne

[mrknox]

I followed these instructions yesterday, and everything was great, but this morning the app is again showing 2.76.1, the faulty version.  How do I keep Fitbit from auto-updating the app?

[Ameliadawn0]

I bought my versa on Wednesday. It synced once at 939 pm. It hasn't synced since, is this part of the problem users are experiencing? Or is this a faulty versa lol. Im curious if I need to exchange it or wait it out... Frustrating.

[ashwolve]

@Ameliadawn0 Hi and Welcome - have you tried the links in my post below - this should help with most sync issues - the App issue seems to be a link to the App Dashboard as by the looks of what has been said on the banner above if you click on the tile the correct information should be logged

if all that fails you may wish to go through the Customer Service route but as you bought on Wednesday you have time and pending on where purchased most shops have a 30 rejection policy and if you look at the returns section at the bottom of the page I believe Fitbit have extended this to 45 days if purchased through them (Don't quote me on these but you can look into it for clarification)

Kind Regards

Wayne

[ashwolve]

@mrknox Hi - as a general point of interest the following may help - be aware if you turn off auto updates and you have notifications set you will still be notified when an update is available you then need to choose whether you do or not

This is a General information link for all Apps and Google Play options the 3rd option that they don't say is do not auto update you need this one

https://support.google.com/googleplay/answer/113412?hl=en-GB

Hope this helps

Kind Regards

Wayne

[Ameliadawn0]

Thanks for the reply! I'm having a hard time navigating to the links you
talked about?

[ashwolve]

Hi you should just be able to click on the title have posted direct to see if it works

Why won't my Fitbit device sync

Is the Fitbit app interfering with other Bluetooth devices

if this doesn't work you can google the titles and it should come up with the whole address as below

https://help.fitbit.com/articles/en_US/Help_article/1866

https://help.fitbit.com/articles/en_US/Help_article/1264

if this fails at the top of the page is help - click on that then enter the last 4 numbers into the search box

these should open new pages with a help article on them

Hope this helps

Kind Regards

Wayne

[Gusthy]

It is not the question of Fitbit, it is your phone. Is it Android or iPhone? On android, you should disable automatic update of apps in Play Store. On iPhone, I don't know.

[Gusthy]

Maybe All day sync is off, and you didn't sync manually since that?

[ashwolve]

@Gusthy my post only dealt with Android as this is an Android forum that I am posting on - now whether the amount of posts merged into this has cross posted with platforms I don't know

so as you have mentioned should anyone here have an IPhone and wish to know more on app updates

1. Open the Settings app.
2. Swipe up until you find iTunes & App Store.
3. Under Automatic Downloads, turn off the toggle next to Updates.

again this is for general information although I am not sure on the procedure to manually update a specific update