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.

[Dani-d]

I am having the exact same issue.  I have a Samsung 8+ and my app isn't showing my steps or calories burned but my tracker is working fine. 

[gdbtroutfit]

Great job of doing the work to isolate this issue to the new release.  FYI, there is a similar active thread in the Charge 2 forum (charge 2 not showing heart rate on the latest version of fitbit on my android phone).  I cited your post there.

[Catherine19]

My steps are showing on my fitbit charge 2. When I go onto the app it isn't syncing properly, it is just saying 0.

I have restarted my fitbit, switched off my phone and on again, restarted the app but it's still not working.

Any ideas please?

[SunsetRunner]

On  the App Dashboard, click on the Account Icon at the upper right and then Charge 2.  Scroll down to "Live Data" and make sure it is On and then sync your tracker.

[HeydyF]

Hey @Sudha1225, it is great to see new members around! So basically the data from your Charge 2 doesn't seem to be transferring to the Fitbit app, right? If so, I'd like you to confirm with me if it is only daily exercise tile that is not showing your activity or also the calories burned, distance, floors, etc., isn't updating neither? Also, like my friend @JohnnyRow mentioned, have you checked the last time and date that your Charge 2 synced? Please verify that information and let me know so I can help you out better. 🙂 

I'll be around!

[Dspree89]

Same here. Why would they create an update that eliminates devices??? Mine has worked fine until this update

[Baltoscott]

@RodEarly @mattyboy -- thanks for the info.  I'm on iOS and haven't experienced the problem.  I hope the android app gets fixed soon too.  

@ClaireLee80 -- I've moved your post this thread from the Ionic forum to the Android forum since it appears to be a problem with the app.

@mattyboy @SandraLee47 -- I merged the thread from the fitbit.com forum to this one in the Android forum to reduce confusion, as it appears to be a problem with the Android app.

[SunsetRunner]

Mine has just started doing the same after being great initially. Since last night it wont sync at all despite me uninstalling and re adding it etc.

[ClaireLee80]

Ok lovely thank you x

[Dspree89]

No live data at all.

Samsung galaxy 3 tab

Android 7.0 (isn't that higher than 5.0)

Fitbit 2.76.1

Logged in and out several times (no help)

5 device restarts (No help)

Paired and unpaired BT device (No help)

Uninstalled and reinstalled fitbit app (No help)

I had ZERO problems before this update

[Dani-d]

I've had this same issue as well.  I've installed the app and installed it again and it shows everything correctly on the app for about 5 seconds and then it goes back to zero steps and no calories burned even though my tracker is working just fine.  Tried un-syncing then re-syncing and turning off bluetooth and then back on.  No matter what I've tried the app won't show activity.  

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@CarlosCFitbit wrote:

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.

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[AGsr]

Seems like the new app update jacked up everything. The app won't update in real time anymore. I could see the steps racking up while looking at the app on my phone not so anymore.

[MarreFitbit]

Hey there @Dani-d, thanks for jumping in here! As I have mentioned in my post above, in the meantime you can see your stats on Fitbit.com online Dashboard. 

Our team is working to get this fixed very soon. Let me know if you need further assistance with anything else.

[TwisterSister]

I'm having the same problem! Please help!

[DocCass]

Fitbit2. Same exact thing for me. It doesn't show on my phone on the dashboard, but when I drill down, the data is there, and it vibrates but still and empty step circle. Not on the computer screen. Thanks for making it known.

[MarreFitbit]

Welcome to the Fitbit Community everyone @SunsetRunner, @AlyssaLink, @AGsr, and @RaceTruckDriver! Sorry to hear about the syncing issues you've been experiencing with your Fitbit Ionic. Thanks for taking the time to reach our our Support Team and for also troubleshooting this on your own, nice way to go! 

As a friendly reminder, note that if your device is paired to the Fitbit app, it syncs every time you open the app. If you turn on All-Day sync it also syncs periodically throughout the day. If you sync your device with a computer and Fitbit Connect, it syncs automatically every 15 to 30 minutes when the Fitbit device and computer are nearby, and the dongle is plugged in, if applicable.

To manually sync your device, with your device nearby, open the Fitbit app and find the picture of your device on the Fitbit app dashboard.

Since you're having syncing issues, I'd like you to make sure that your Fitbit Ionic is still connected to your Fitbit account. Maybe the tracker got unpaired and that's why it's not syncing? Also, check if the tracker is still appearing on the phone's Bluetooth settings. 

Keep in mind that a syncing difficulties may be caused by a missing requirement. Check the article: Why won't my Fitbit device sync? to get a detailed information about this. 

Additionally, check this helpful article to make sure your watch is being properly connected to Wi-Fi.

Give this a go and let me know the outcome! 

[RickFit67]

Awesome!

Worked like a charm.

Have only had a Fitbit for a few days, gift from the wife. I've been using Samsung Health for a while and really liked it but loved the idea of having better heart rate, work out tracking and not having to jog with my phone.

I've been a little frustrated trying to adapt to the food logging, Samsung was much better with calorie in and out. Then yesterday I lost the live data and spent hours trying to sort it out. I finally called the customer support line and had the worst experience I've ever had with customer support/IT. I thought the firm I worked for had insulting IT ppl but this girl beat them out hands down.

I was seriously looking at returning this Fitbit today but thanks to your post I have my live data back, seems the user community is better, and smarter, that the ppl working for Fitbit.

So far I can say I love the product but not impressed with the company or the app. I'm hoping over time it will get better or work with the Samsung app....maybe I just need time to adapt..lol

[AlyssaLink]

I have already read all of the forums and articles and FAQs. My fitbit is already on all day sync. It is paired with my app but doesn't auto sync and fails when I try to manually sync it.

[JDeForrest]

Mine too! I'm glad to know I'm not the only one that this is happening to!

[Elliekennard]

At least for me and for my husband, on our Charge 2s, if we're patient and wait about 5 or 10 seconds, the count goes up to the (almost) correct steps briefly, then to 0 again, then updates correctly.

Does this help the engineers? Hope so.