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]

@Pesky sorry there was no information there to help you  - as mentioned  I can only suggest its may be better you pose the question again in the IOS forum as they maybe able to assist you better

or

you could 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

again sorry I could not have been of more help and hope its sorted for you soon

Kind Regards

Wayne

[ashwolve]

@Ivanrox Hi and Welcome - I understand your frustration and I too am only a Fitbit user - as it looks like you have tried all other suggestions to fix consider giving Customer Service a call to see if they can give more suggestions and will have better access to your device/account to aide in this,

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

sorry I could not have assisted more

you may need to wipe all Fitbit (uninstall, unpair, etc) from phone/pc and start from scratch (your data should remain if using the same email to reset back up again but check with support if this is a last resort

Kind Regards

Wayne

[Pesky]

Thanks Wayne ,

have posted there  too and sent an email to customer support perhaps it's a glitch somewhere 

Thankyou 

[Pollanne]

Is this issue also affecting tracking of exercise? No map or number of steps are showing either. Thanks.

[Pesky]

Hello

yes correct , no steps no tracking 😞 

[MaggieMayhem]

I posted too soon.  Info showed up but it is all wrong.  During a 35 min walk, my charge 2 showed bpm 135 - 145.  App now shows bpm lower range and total calories of 65.  Not sure my issue is the same since I did get some  info overnight, albeit wrong info. 

[Antonvdb]

Same here with Charge 2 and Android.

[Pesky]

I am wondering if it had anything to do with the latest update of the App

we can only hope 

thanks everyone who has responded so far , hopefully in the morning we will have some answers

goodnight from downunder 

[Iloveroses]

I am convinced  it is to do with the new version.Customer  support have told me they don't know when it will be fixed. They said it could be a long time!!!!


Sent from my Samsung Galaxy smartphone.

[PaddlingLotus]

Just a note, clicking on the tile does not show info. Additionally, this impacts nutrition/calorie counts. Any possible chance that it will be corrected in less than 2 weeks?

[Shafquat]

download from mirror site the 2.75 version. before that uninstall the current one.

[Shafquat]

I have uninstalled first. then downloaded 2.75 from mirror site and now my blaze successfully working. Lets see, how long we will need to wait for the next bug fixed version. Till then I'm happy with the older version. 

[blaze + Samsung Galaxy S7]  

[TonyBest]

Would be useful to understand why Fitbit are suggesting that issue a backward compatible update is a solution they feel does not work. I've seen several people use this to get their devices working sufficiently. Surely this is a better short term answer rather than the limbo state of a possible 2 week wait for a fix.

[PaddlingLotus]

Thank you. I actually uninstalled and reinstalled- twice. As well as restarting my phone. I'm not tech savvy enough to go to a mirror site to get an older version. I just need my versa to work again with my phone. There seem to be so many issues with this app. I uninstall and reinstall nearly every 2 weeks. Why notifications still dont come up is beyond me. Smh.....

[PaddlingLotus]

Thank you. I actually uninstalled and reinstalled- twice. As well as restarting my phone (Samsung S9). I'm not tech savvy enough to go to a mirror site to get an older version. I just need my versa to work again with my phone. There seem to be so many issues with this app. I uninstall and reinstall nearly every 2 weeks. Why notifications still dont come up is beyond me. Smh.....

[ashwolve]

@TonyBest They wont issue a back date as it would A prove they made a mistake B I think

@Gusthy covered this yesterday, but as I understand it they think you cannot issue an update of say 2.74 after 2.76 even though 2.74 worked - to be able to do this would require extra work by Fitbit to explain that you would first have to un-install the app - and then (they prob wouldn't release it to Play store so you would have to go to Fitbit via the internet)download the previous version posted on site (exactly the same as others have suggested but from a non-Fitbit regulated site) and have had success with a working format

I personally think they could achieve this quite easily as the issue is with 2.76.1 they could re-release 2.4 (as an example) but re-name it 2.76.2 or 2.77  thus not having to provide steps to un-install as one programme should delete/overwrite the other (I am not a programmer so cannot say for certain if it is that easy) but it must be achievable even if they state you must first un-install the current app to download the update

all in all I totally agree 🙂

and at the least should remove that update from the relevant store app to stop more people from downloading it and to stop customer support continuously promoting an app that doesn't work

Kind Regards

Wayne

[frustratingbit]

it's not just and android issue. 

get your act together fitbit. your issues are endless. 

[ashwolve]

@PaddlingLotus Hi and Welcome - I have posted steps to get notifications working (although for charge 2 should be relevant for all fitbits with the Notification capability) you may wish to try the steps in the following link

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

it wont solve all issues but may get you notifications back as you need to access Fitbit notification centre as an additional step to receive I believe it was as a result of some users didn't want the function as an automatic function with a simple on/off like Live Data

you may have to sync with a laptop/pc via connect or the OS equivalent of the app on windows etc to get your data saved/viewed (again this may still be non-operation on the app due to the current issues)

Hope this Helps

Kind Regards

Wayne

[ashwolve]

@frustratingbit couldn't agree more - looks like the amount or time they are taking has compacted the issue and is now affecting more and more (although technical it shouldn't because it should be different programme for IOS/Android/PC/Mac and so on) I think they could resolve a lot better if they were quicker off the mark when problems are flagged up to them

there are issues I have been waiting on to be fixed for over 16 months (and they were supposed to have been a simple bug/fix to sort out on the PC Fitbit.com version)

they may learn eventually but customer service and support needs to improve and not keep suggesting that the customer is at fault for 90% of the call/issues

All the best

Wayne

[frustratingbit]

Wayne, i have bigger issues:

1) once again (this is the 3rd or 4th time in the last year) the Charge 2 would not sync.

2) this persisted for a few days, sometime it would finally sync later in the day, sometimes not. Note, all i care about is the sleep data. I don’t care about other data other then maybe steps.

3) as in the past i used ‘forget this device’ to try to resolve my issue but only after i did a ‘soft’ reset a few times.

4) now my iPhone 8 nor my Mac Book Air will not recognize my device.

5) i have tried to do a FULL reset of the device but the instructions say to attach charging cable to device and plug it in to UL rated charger or computer. Then hold button down for 2 seconds and then remove it from charger. BUT CHARGER SURROUNDS BUTTON AND CHARGER CAN’T BE REMOVED. WHATS UP WITH THAT?

thanks for your help. i’m about done with fitbit