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.

[LanuzaFitbit]

Hello @RailFanPeg.

Thanks for bringing this up.

In this case I'd like to ask a couple of questions to make sure I fully understand what is going on:

• Are the steps on your app not showing or what are they showing as?
• Do you see your steps on Charge 2?

Look forward to your reply.

[jgreenert]

If Fitbit is truly interested in the impact of their mistake, they should measure the before and after usage of their devices. If they are storing the steps for users to measure online than they have the data to evaluate the impact. I just received the message that the battery is low on my Fitbit which reminded me that my Flex 2 has sat on my desk for days. I haven't changed my routine or steps but has chosen to not wear the unit because of the problem. I am relatively new to Fitbit having received the Flex 2 a couple months ago as a corporate incentive. I gave them a pass when the app inconsistently updated the data. Sometimes it would update every 15 minutes but many times the update frequency was measured in hours. Perhaps I will start using the Fiex 2 when they get the app fixed or perhaps I won't. What I do know, though, is that because how Fitbit has handled this event they will not be the top of my list for my next smart device. 

[ashwolve]

@frustratingbit Sorry I cannot be of more help as my knowledge of the IOS system is very limited and working from memory for a past girlfriend who had an iPhone - I can only suggest posting in the IOS Forum as they may have more of an insight https://community.fitbit.com/t5/iOS-App/bd-p/ios

I see others have mentioned device not visible on Bluetooth and info not updating within the listings and hoping there will be a response soon in there

as for the charger obstructing the button yes It can be a little cumbersome but have you tried using a cotton bud (cue tip) with the cotton stripped from it or a pen lid , nail file attachment to a pair of nail clippers, paper clip, small screwdriver - I know it is not ideal but just trying to give a few suggestions that may help

past that I can only suggest customer support 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

All the best

Wayne

[Hal2k2]

MANY SHOULD HAVES!!!!

FitBit SHOULD have better quality control so they know that updates WORK!!!

FitBit SHOULD hire better qualified support people .... you know their job and NOT assume its always a blue tooth issue!!!

FitBit SHOULD learn how a voice mail system works to keep from "sorry mailbox full"

I should have bought a Garmin Fitness Watch

The android system has ALWAYS been the ugly step child, iOS people have fewer issues.

[Gusthy]

Even if they rename 2.74 to 2.77 will lead to data migration issues, since the older 2.74 doesn't know how to migrate the data left on the phone by 2.76. When you uninstall an app, its data will be removed, but when you update one, the old data will remain there. So it is not a working path.

The only way would be to release the old version as a new app, and temporarily disable the actual (buggy) version..

[SunsetRunner]

Doesn't show steps on the dashboard, when I have some active mins, doesn't show all of if in the part in active day, missing data

[ashwolve]

@Gusthy  I think I get it now its like trying to pour water into an already full glass - it has nowhere to go so either you lose it or it mixes and causes contamination - as for the last part I think that is what I was trying to portray but my wording got all cuffuddled 🙂

thanks for the explanation and being patient I may have just learnt something (whether it sticks is another thing lol

All the best

Wayne

[Ramesh24]

@CarlosCFitbit - Hi! thanks for the update on the next release of the Fitbit App.

Hope the developer team will include what is mentioned by Google in the - https://developer.android.com/about/versions/pie/android-9.0-changes-all#privacy-changes-all so that the "Unknown caller" issue gets fixed for the Android users on Android 9.0 ( Pie). This is quite annoying to not able to see the callers name on a smartwatch. 

Thanks in anticipation! 

[Jane24]

steps not recorded in Fitbit app for several days now. Frustrating!! Fitbit only shows steps. Also sleep not recorded.  No problems with my previous Fitbit!  Grrrr

[Cookiie]

Would have been ever so helpful if one of your customer service team hadn't told me it was my fault for not having a compatible phone ( nothing they could do because it was my fault, and they were sorry?? I had a visual impairment when I said the information isn't on the box in a size big enough to see) Total approach was it was immediately my problem and not the app software.

[vbarshis]

For me, it won't even sync--it says it last synced on July 24th. Can't figure out how to sync it, and both the dashboard and tiles all say 0. Help??!!

[ashwolve]

@vbarshis Hi and welcome, I am assuming you are on an Android Device (if IOS you may need to repost there for a better response as I am limited in my knowledge of Iphones)

I am not dismissing the issue with the app and this will probably be the cause of o steps but the links below should rule out some of the errors with the syncing of your device (no guarantees, it works for some ) 

Why won't my Fitbit device sync

Is the Fitbit app interfering with other Bluetooth devices

also are your stats correct on your tracker?? if it is not the above you may need to try a device restart (may need to do this 2-3 times in a row 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

[Hal2k2]

This speaks to the incompetence of customer service, sadly my experience
was with and equally incompetent supervisor, finally I spoke to a manager
and he had the wisdom to escalate the complaint to engineering.

It all breaks down to corporate leadership!!! Until they get their heads
out of the sand nothing will change! Lucky for us there are options to
owning a fitness device. I would imagine the poorest of design could not be
worse than the FitBit option!

Garmin Products

[Mpho1103]

 My versa last synced on the 8th of August

[Rich_Laue]

It seems that this thread has been hijacked.

[Rhodysports]

Yep...I haven't responded in a day....

[Wrnglr]

We are working to resolve an issue which may cause the Fitbit app for Android to display 0 for steps/calories and/or live heart rate on the main tile. In the meantime, clicking into the tile will display your stats.Visit this discussion for updates.

Who is working on that? What are they doing about 2 weeks?

I found pretty good solution:

1. Remove Fitbit app
2. Download Fitbit App 2.75
3. Set "Install from unknown sources" in Security settings
4. Install downloaded app and remove "Enable autoupdate" in Google Play

Now everything is working fine on my phone with my Flex 2. I'm not going to update the app until somebody told here the app is fixed.

[Kannon8833]

Where can you get older versions of Fitbit app? I asked customer service for older version and they said it was not available

[Wrnglr]

The forum is blocking even type name of the files 🙂 Use Google please.Sorry. There is "mirror" word in the web site URL 🙂

[OldSoftware]

I find most support people never think they're wrong. I've been fixing
computers for 15 years they just follow the script and if it's not on the
script you're wrong.