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.

[Rich_Laue]

Most beta versions do have problems, but the problem I had was struxkly related to the same code that caused your problem. When they released the updated code to fix your problem, they also released it in the beta version.

[Rich_Laue]

Yes, that is what I implyed, since that is what this thread is about.

[JenniferJ14]

Having the same problem - - app and sync were working fine prior to 8/21 2.76.1 update, but now displaying 0 steps and no HR. 

Edited to Update:

I did a basic work-around to get things working again.  I have a Galaxy 8 but I'm guessing this will work for anyone:

1.  Turned off automatic app updates in my app store (Google Play).

2. Uninstalled the Fitbit App.

3. Googled "previous version fitbit app"

Through Google, I found the Android 2.70 (previous) app version, and installed it.  Everything is functional again, with no loss of data.  I'll update to the current (fixed) app when it's released by Fitbit.

[Hal2k2]

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@Boshell wrote:

Got update 2.77 and so far so good, steps and cals back showing again, yayyy 

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Great news re the update and the fix ... I am still waiting on Google Play to do their thing ... am in Portland Or.  Either way I will have my new Garmin on Friday ... going to miss all the friends I have made here!

Ya all take care and God Bless!!!

Hal

[TitaniaBell]

Hi All,

My problem is the same, yet still different. Today I updated on Play Store to the newest version 2.76.1 (there wasn't 2.77 available then).

Phone: Samsung Galaxy S7

Tracker: Charge 2

I have zero problems with the app and the tracker before. But since then I can't open the app. A new window opens with the message, "Unfortunately Fitbit has stopped". And 2 options under: "Close the app" (but it is not opened at all...) and "Leave a feedback".

I restarted my phone, cleared cache of the Fitbit app, but nothing helps.

I don't want to delete and reinstall the Fitbit app, I have it since 2 years, and I'm afraid I will loose all my old datas.

The tracker works fine. It counts the steps, calories, etc., it doesn't show zero, and the HR is fine too. Only I can't sync the new excercies and steps, I can't track myself via GPS, because the tracker can't see my phone.

I tried to update to 2.77, but when I go to the Store, the update isn't avalilable. I'm from Europe, Hungary, maybe it will be available here later.

If I can update to 2.77, will it solve my problem, or this is a different issue?

[Usagi791]

@Rich_Laue

It wasn't clear because there are two things not live syncing in the last update, the HR and the steps. People mentioned in this thread the steps were live syncing with the new update, but the only comment I saw about the HR was that it was not working still. That is why I asked, to see if the update fixed both for anyone. No need to be rude.

[Alyhu]

Not working for me. I'm going Garmin shopping!

[MrsMargie]

Glad to hear that a fix is finally rolling out! My app has been showing "0 steps" for like 2 weeks now.... and YES, I have been moving, hahah!  Thank you for the update and I am watching closely for the update to show up in my updates.

[KenDSr]

I was one of the first people to report this issue and the roll out of the new update has not come to me yet. That is unfair. Is there a link to bypass waiting for the update via Google Play?

[KenDSr]

When I click on that link it says I don't have an eligible device to install
on. I have a Samsung Galaxy S6 Edge Plus. Maybe they don't have an update
for this phone yet?

[EdmundC]

It may depend on the phone/device that you are using - I just checked for updates on my Nexus 5 and the update seems to have fixed everything.  Basically, if you haven't got the update yet, it will probably arrive soon.

[Liddy019]

My hr isn't working again. Please help. Using version 2.76.1 on an ionic. HELP PLEASE!!!!

[Deniseb1957]

Aaaai did this.  Five seconds later the steps, calories and minutes disappeared!  I've rebooted, reinstalled, even cleared the cache.  Nothing is working

[mmr923]

Thanks for the info Jennifer!

I did same on my Galaxy S8+.  Uninstall 2.76 and reinstalled old 2.70 version.  I have all my old data as well.  It did sync most of  todays data finally, but only now missing both exercise minutes and exercise day logged for today. Will wait for fix and hope it will fix whats missing.  

[Liddy019]

Will the hr work in the older version on my ionic

?

[pepper32967]

I have a Google Pixel 2. Needless to say, unless you have the most popular, highest priced, big business phone, the update hasn't been created..... Yet

Get Outlook for Android

[SunsetRunner]

I went thru this whole twitter conversation with support on the android issue. It ended with them saying, sorry but Pixel 2 isn't supported and neither is Linux. And then they wanted me to rate their service. Sigh. 

[HeatherMc-K]

The live hr tracking and step counts still don't work for me after the update.

[ALVesey]

Hello, I just tried to update to version 2.77 from the Google play store, but it must not be available because I keep getting version 2.76.1. Any ETA on when it will be available? I lost the total steps/calories display after the Android upgrade that was done on 8/11/18. Since then, I have uninstalled and reinstalled the Fitbit app many times. Each time I do, it requires that I manually allow location permission when I log in and for a short time it will show the total steps/calories, but only until it syncs again. It's like it "loses" that permission whenever it syncs. I did make sure to have my phone set to always allow location on my Fitbit app, but it hasn't changed anything. Also, clicking on the tile doesn't work for your total steps/calories, just for exercise bouts.

Anyone else unable to download version 2.77?

[GeordieGill]

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@k10w3 wrote:

You go into settings on your phone, go to apps, then find Google Playstore, Memory, then there's a button that says cache and you click it to clear it.  But I'l tell you right now, I did that, and nothing changed.  The playstore does not have an update for my device, so I'm still stuck with the dud that doesn't record my heart rate and erases my steps.

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See my post yesterday - I'm up and running again!