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.

---

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.

[SunsetRunner]

This is a really long time for a feature to be down.  It has already been down over a week, now two weeks more.....I'm very disappointed in this.  

[Kelsonpat]

i have an iPhone X and Samsung S7 and neither one including my fitbit charge 2 are displaying heart rate. Is this issue being worked on for iPhone app users as well?

[ashwolve]

@Kelsonpat Hi and welcome - is it just the heart rate (Live date that's not showing) it maybe connected to this issue although cannot say I have seen any reports for the IPhone version not working - have you ensured that live data is switched on along with all day sync and always connected then force sync it may help as it may if you turn off Bluetooth and then back on again

not saying it has nothing to do with the titled issue but you may want to check the rest if you have not done so already just to be sure

Hope this helps

Kind Regards

Wayne

[SunsetRunner]

Thanks but I have worked with fitbit support.  It is the posted issue.  I do not have an iPhone and it is not a connection issue.  


Sent via the Samsung Galaxy S® 6 edge, an AT&T 4G LTE smartphone

[bugwomp]

When I click into the tile it still doesn't display any stats. Furthermore the app states that my fitbit has been unable to sync since Tuesday. So you are telling me that this won't be fixed for another two weeks. So I will be unable to save any of the data which will be created for the new two weeks?

[Techmeister]

I agree with pritchett4.  While we all may be a bit frustrated with Fitbit for not having a rollback plan in place, in the scheme of things, nobody to my knowledge has died from this slip up.  One thing I am noticing, and being totally honest I am also guilty of, is we are so quick to jump from 0 to 60 in terms of anger and wanting to hold people accountable. I'm sure the programmers at Fitbit didn't wake up one morning saying to themselves "I wonder how I can make our customers miserable today!".  Of course not - their intent was honorable.  I'm sure they will learn from this and they will be that much more prepared next time around.

[ashwolve]

@Techmeister Hi in a way I also agree with you both - But - its the secrecy aspect I think rubs most people up the wrong way when an App Update does come out and it says Bug fixes - what bugs have they fixed so we can check for ourselves if it affects us - security update? whats changed etc etc and also the length of time it takes to resolve or to hold their hands up and admit its their mistake and not continuously imply its us that's at fault by the version of the app we have/the phone we got/the tablet , the browser etc etc, the error has been reported most of us would have checked the basic issue procedure before posting as an error that's why its an error - for this particular issue they now have a banner but there are outstanding issues minor or not that have been ongoing over 15 months and that is not right - they also say a work around (sometime via 3rd party apps) although if we mention it is not allowed and get warnings etc for it if they were to be more forthcoming on what the issue is and how long people will accept it more and give the option to roll back to a working Update maybe the last 2 and even better to withdraw the broken app from Play/IPhone store until it is fixed and not continue to insist that people download an app that's faulty

so its a 2 way stream they get more open with us and we will be more understanding of their problems as well - but I buy as product for it to work 100% and if a fault appears for it to be fixed in a timely manner not weeks/months years down the line

this is Just my opinion but I am sure a few would agree

All the Best

Wayne

[ashwolve]

@bugwomp in the words of Fitbit - as a work around have you got access to a PC with Bluetooth capabilities if so log in and sync via that it should bypass the app and sync to the server

sorry its not an total solution but it may save you losing some data while the fix gets implemented

Kind Regards

Wayne

[Gusthy]

To be honest, I can't see why it's worth that everybody writes down how awful a thing this bug is. 

Many people wrote down the solution, install the 2.74.2 version one can download from the net. 

[Wils778]

Not recording steps it is syncing but app say 0 .on the challenges I am moving and adding steps

[JohnnyRow]

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

  for latest info.

Also read banner at top of page.

It is a know problem with the latest Android update.  Apparently it is still updating the Fitbit database as can be seen by looking at the fitbit.com dashboard, so at least the data is not getting lost.

[mrknox]

True, but Fitbit’s response has been underwhelming at best.  In my case it took them several days for them to admit there is an issue, they didn’t provide a solution, and left it to users to help each other [Thank you all].

Worse, some Fitbit Customer (dis)Service people told me it was my tracker that was not working, and they would be happy to sell me a new one.  Since it is only a month out of  warranty they would give me a 25% discount.  Mind you my first Fitbit failed in only 5 months, my 2nd after just over a year.  And they expect me to replace the 3rd tracker with another Fitbit.  I think not.

[JohnnyRow]

@Wils778

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

  for latest info.

Also read banner at top of page.

It is a know problem with the latest Android update.  Apparently it is still updating the Fitbit database as can be seen by looking at the fitbit.com dashboard, so at least the data is not getting lost.

[WhippetRun]

Thank goodness I thought I died and turned into a zombie! 

Guess I better stop eating brains. 

[Mike_Del]

I'm not sure if this is related or not but my Charge 2 has not been syncing whatsoever since Monday afternoon,  which may have been when I updated the app. 

I also checked my dashboard online and it too was not synced. Will this be fixed in the upcoming release or is there anything else I can do to fix this?

[ashwolve]

@Mike_Del Hi and Welcome - It may well be associated with the mentioned issue but just to be sure have you checked these out to see if it is just a Bluetooth fault that sometimes a turn off then on can solve

a few other suggestions in these links

Why won't my Fitbit device sync

Is the Fitbit app interfering with other Bluetooth devices

Kind Regards

Wayne

[MEC1962]

I am having the exact same issue.  Just curious, are you using a "compatible" phone for Fitbit?   I just found out after spending time with customer service that my phone is not one of the "compatible" phones.  It's worked for the past year but now with the recent update I guess that feature doesn't work . Bummed as I liked watching my steps and heart rate live.

[Scooby2u2]

Have some that many times and it makes no difference.

Get Outlook for Android

[Mike_Del]

The Fitbit team got back to me and they said to turn bluetooth off and then
back on again and it worked!

Just the typical reboot solution.

[Byk-ldy]

I cannot sync at all, nor am I able to see anything by tapping a specific tile.  I have uninstalled the app, started and restarted my phone.  I am getting a message that "Samsung music has stopped..." I am assuming, maybe incorrectly, that this should have nothing to do with my fitbit app... My husband has the same fitbit brand, was successfully able to sync...