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]

@EustonB Hi and Welcome - as you maybe aware by now there are issues with the app that are being investigated - if you have access to a PC/Laptop could you try and log in to Fitbit and check to see if it is updating there - this will ensure you don't lose too much data if any - you may also wish to check phone compatibility and Android Version you have on your phone - Android 9 (See Post 6 under yours for more information)  has its own set of sync issues that may affect some users - you can check my post 3rd from yours addressed to @TonyBest which may help with the PC side of things if you have access to it

failing that you could try and log into the Web version via internet on your phone to see what the stat of the sync is (whether it shows steps etc)

as for notifications there is an extra set up procedure that I am not sure is posted yet but will go through this below

https://community.fitbit.com/t5/Android-App/Notifications/td-p/2894003

remember to save or sync or both after you input the changes

more information can be seen in my posts in the following link https://community.fitbit.com/t5/Charge-2/Charge-2-no-more-notifications-when-reaching-daily-goals/m-...

failing that you may need to contact customer support for a more in depth analysis see post 6 under yours

hope this helps a little

Kind Regards

Wayne

[Cdumontelle]

I visited family a few days ago and changed the time on my fitbit to match the new time zone but now that I'm back home it won't connect to the app to change it back. Any chance this has to do with the connection issue of the app not displaying correctly?

[Heather26]

I saw there is an issue with android but I have ios and my steps are not updating in the app at all, not even if I go into the tile.

ive tried syncing multiple times, restarting the device and charging my watch fully.

steps are recorded on the Versa but don’t seem to be updating the app.

[Leonnimiller]

Hi. Due to the issue in my android app the app has actually deleted my Fitbit. I've tried on multiple occasions to add my device and it won't add. Can you advise what to do? Thanks

[jmauk]

Nevermind, spoke to soon. Active minutes not working again. Worked
yesterday...

Sent from Google Pixel 2 XL

[RailFanPeg]

was wondering if anyone else is having issues where your fit bit is not counting the steps as you walk.  Mine always counted as I did them.  Now the only time it updates is after being synced.  Is there something going on with the fit bit or is there some issue with the phones and the fit bit together.  Anyone else having the same issues and how to get it fixed.  

Moderator edit: Clarified subject

[Bouley01]

Is this for all phones? I have a iPhone and mine don’t work and it won’t let me know when I have a txt or a phone call

[raphaekg]

And I have been tearing my hair out for days, ready to do a clean reboot of my phone, after trying every other solution without success! It would have been good customer service to inform all registered users who might have been affected by this. Grrrrr..... It is only by chance that I checked forum  help again and discovered that you know about the problem and are working to resolve it. If I knew sooner, it would have saved me many wasted hours of fruitless effort.

[Igra]

Try to uninstall the app and reinstall it again, then try adding the device. See if that helps 

[Bouley01]

I tried that but it didn’t work! 

[MaggieMayhem]

I just wanted to add that I am unable to see calories on the fitbit.com dashboard as well, not just my android app.  Various restarts, log outs, and uninstalls were not productive.  

[KarenCA]

After updating to Android 9 Pie this morning, my Fitbit Zip won't sync on the website or the app.  The problem isn't just the app dashboard tile.  It says my last sync was 14 hours ago!  I hope you fix this faster than 2 weeks!  Does the Fitbit Zip store 2 weeks worth of data? 

[ashwolve]

@KarenCA Hi and Welcome - the issue maybe to do with the version or android you have - as it is new the connections are a little erratic - maybe take a look and repost I have noticed you have mentioned Android 9 have you seen this thread https://community.fitbit.com/t5/Android-App/Android-9-0-Pie-not-able-to-sync/m-p/2889550#M82148 it may afford you more suggestions

as for your data have you access to (a pc/laptop) you maybe able to sync through that medium or have you checked the Bluetooth connectivity as some have reported that this was turned off to expedite the Android Version Update

the only other suggestion I can make is that you could give customer support a call (they maybe able to give further suggestion and go deeper in the issues you are experiencing 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

sorry I could not have been of more assistance

Kind Regards

Wayne

[Pesky]

This appears to be happening with my iPhone , was there an issue with Apple like the android issue 

[ashwolve]

@Heather26 Hi and Welcome - may I ask you to direct the question again on the following forum as this will get you more relevant answers - as an Android Forum the knowledge of IOS workings will be limited and you may have just highlighted a new issue that they are unaware of - https://community.fitbit.com/t5/iOS-App/bd-p/ios

Sorry I could not assist further and to pass the buck on this I hope the new link can afford you more response ( you may have to start a new topic within the forum if a search on that page does not result in similar issues being posted)

all the best

Wayne

[ashwolve]

@Bouley01 Hi and Welcome - the question you posed may get more response from the IOS Forum as they will be familiar with the workings of IPhone

https://community.fitbit.com/t5/iOS-App/bd-p/ios

I found these threads on the IOS section this may explain a lot take a look and see if it helps you out along with the other IOS users in this post

https://community.fitbit.com/t5/iOS-App/Update-6-26-2018-In-app-Notifications-no-longer-in-Notificat...

https://help.fitbit.com/articles/en_US/Help_article/1979

and an IPhone Support page just in case a step was missed although you probably have tried these one

https://support.apple.com/en-gb/ht201925

 Kind Regards

Wayne

[ashwolve]

@Pesky Hi and Welcome - could you check my recent post to @Bouley01 as this may afford better information for you - as Android users our knowledge of the workings of IPhone are limited

sorry I could not be of more assistance

Kind Regards

Wayne

[Pesky]

Thankyou , I did click but it doesn't seem to have much info , Thankyou 

[ashwolve]

@Cdumontelle Hi and Welcome - not sure if this is part of the addressed issue as titled but some extra steps you may wish to look at are as follows

you might want to turn the Bluetooth on and off again just to refresh - also if it hasn't changed after your first sync when getting to new time zone in auto zone

1. From the Fitbit app dashboard, tap the Account icon.
2. Tap Advanced Settings.
3. Under Time Zone, turn off the Set Automatically option.
4. Tap Time Zone and select the correct time zone.
5. Sync your tracker.

this article may also help a little

https://help.fitbit.com/articles/en_US/Help_article/1176

and as a final resort you may want to try a restart

Restart Fitbit 

you may also wish to consider giving Customer Service a call to see if they can give more suggestions,

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

[Ivanrox]

I'm just a fitbit owner. Not a moderator or employee of Fitbit. I cannot fix this no matter how hard I try.

Sent from Yahoo Mail on Android