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.

[Alhths]

The same problem for me... Please correct that as soon as possible !

[Smithy17]

My steps are not showing on the android app until the following day. Have restarted my charge 2 but that's not fixed it. 

[NitaM]

I'm having the same issue with my Versa since yesterday. No live tracking and it's so annoying bc I use live tracking religiously during my HIIT workouts! 

[jonshdw]

since the latest update's real time heart rate on the App not longer works, in fact the only place it do'es work correctly is on my fire tablet.???

any answer's  as to why 

[meresydotes]

The same version 2.76 keeps showing up as a new update in the Play store. I haven't seen 2.76.1, though.

[Rlg2000]

My dashboard has displayed 0 steps and 0 for calories burned the last 2 days. I logged out and back in and tried a restart and nothing has worked. Very frustrating. 

[Rlg2000]

I'm having the exact same issues. Very frustrating. 

[SallyMac2001]

I'm having thr same problem 

[Clarkey21]

Who fixes these issues if we are all having the same problem?

Am glad I wasn't the only one experiencing this problem. 

[SallyMac2001]

I'm  not sure but it's irritating.  Mine just started doing it this weekend. 

Sent from Yahoo Mail on Android

[Dewines]

Me too! 17,363 steps done so far today, app showing zero. Calorie burn also showing as zero. Have tried synching several times with no luck. I do not have time to spend on endless updating, pairing/unpairing etc. I want to have a device and app that is fit for purpose, which Fitbit obviously is not.

I truly regret buying a Fitbit. It has given me grief of various sorts right from day 1. The worst thing is that the company does not seem to care. I see so many unhappy people on these forums, whose problems are not being solved, and so many feature requests, which have evidently been ignored for years. I am now going to start saving up for a Garmin.

[Greyman]

Same here. Both my, and my wife's Charge 2 stopped updating heart rate after the latest update, including yesterday's update. Also, steps don't update unless a sync is forced.

Steps and calories reset to zero when sync is selected, updating once again to a correct value after sync.

This is with using the Android app.

Broken. Fix it. Pls.

Does the company know a problem exists??

Lets get some acknowlegement here.

[MarreFitbit]

Thanks for stopping by and reporting this @SunsetRunner! Also, thanks for taking the time to troubleshoot this syncing issue on your own, nice way to go! 

This inconvenience was already reported by other Android users during the week. Our Community team has been gathering information and it has been passed to the engineering to help them with the investigation and find the root cause of this. You can follow the updates in the main thread by clicking here. 

In the meantime, you can check your stats on Fitbit.com online Dashboard as this platform is working perfectly. 

As soon as we have updates, we'll make sure to keep you posted. Your patience and understanding is truly appreciated! 

[Sobeit]

Have reinstalled, set up a new device (as suggested) restarted device (Android) , steps still not syncing.

Is there any update as to when this Might be corrected. Only started after fitbit update

[Christinagonza]

Steps and calories show 0 despite the fact that my fitbit is synced. I can see the steps and calories from previous days but not on the current day. Also funnily enough it will show my workouts under that tile despite having "0 steps". My app is updated. The internet and bluetooth are working perfectly. I tried signing in and out. I see lots of posts with the same problem and different models of fitbit. It has to be something on the end of the android app. 

[Norma.ann]

Mine is exactly the same as yours, steps go to zero until I sync..So the problem isn't with my fitbit it's with the system?..



Sent from Samsung Mobile on O2

[KristynP]

I'm having the same exact problem for the same amount of time.  It does show the correct number of steps and calories if I click into them. App version is 2.76.1

[JennFre]

So this morning, I can see my steps from yesterday if I scroll back (which even when I went to bed at midnight were not updated), but today - again- its still not counting steps.  I was on the phone with customer service for over 30 minutes last night.  He had me try everything.  I explained a few times that I noticed many people are having the same issue - he didn't really address that.  They sent me an email with an offer for a free replacement.  I'm going to wait a couple of days because I feel like this might get straightened out - its got to be just some weird glitch.  I'm not out for free stuff - just want this resolved.

[SunsetRunner]

2.76.1 version has not fixed the issue. 

[gdbtroutfit]

There are several related posts in the Android App forum.  @Riverbear in his post (version 2.7 of Android app: sync but no live data) has done a really detailed analysis by downgrading to the previous Android app version and verified that the latest version release has broken Android live data. To my knowledge, there has been no response as yet from Fitbit.  To the Fitbit Software Engineering Team, these kinds of issues are all too common and incredibly frustrating for your customers.  Regression testing of new releases is Software Engineering 101. Using your user community to beta test each new release is not the way to gain market share for your products. This is obviously not an obscure feature based on feedback from this thread and those in the Android App forum.  How about (1) acknowledging this as an issue and (2) fixing it quickly.