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.

[HAC1958]

John... Uninstalled and installed previous version . Make sure your phone does not automatically update on google playstore. It will work until they sort out the gremlins .

[Midnight1574]

Where can I find previous versions for Alta HR and a Charge 2?

[Luciouslaura]

Hi.. Its now 13/8/18 and I'm experiencing the same. Issue. No record on front screen of app. Of. Steps. Or calories.. Please help... Been. Days and. Days. 

[Norma.ann]

Thank you..Have you any idea, how long it will take to sort out?..My steps keep going to zero till I sync then apart from heart rate it's all updated then when I next to on it, it goes to zero again till it syncs..Proper annoying me..



Sent from Samsung Mobile on O2

[Onederer]

I got a response back from FitBit Support & they are working on the issue. It seems there may have been a glitch in that last update - but hopefully we'll see resolution soon. Meanwhile, your device should still be tracking & syncing OK. It's just the realtime display of steps, calories (and maybe heartrate) on the app that's impacted. When I look at the previous day - I can see where all my information was correctly updated. It's the current day that is the issue - but only on the app. Resolution soon hopefully - cross your fingers!!!

[Kimbles96]

Same here, nothing working at all! 

[clangcma]

I am having the same issue and am very disappointed!  Calories burned are also shown at zero.  The data shows up the following morning,  but not when you sync. 

[Luciouslaura]

Not sure how to reinstall without it being the new one... Sorry to bug ya 

[gr8grl68]

I just starting having this problem today.  I have uninstalled and reinstalled the app and am in the latest versions of everything.  When I reinstall the app it shows the correct information in my dashboard, but then it updates and reverts to 0 steps.  I also don't have a heart rate in my dashboard, but is working on my Versa.  I think my app is tracking everything else. . . .any idea on a fix?

[cybersketch]

Will try this thx😊

[Mel_38]

That's happening to me to

[Arate]

I've done all what they asked for for. Not a hope! Still doesn't work 😞

[DocCass]

Hello. Samsung 8 Android was working fine and showing all the cute little circles last night but not this morning. When I started up the ASUS ZenPad Z10, it was working fine, with one small issue. It couldn't find the Fitbit about the time I got home to the wireless. I plugged the Fitbit back into the charger and then it was fine. But still not so with the phone.

Has anyone noticed on an Android phone that you can pull the screen down from the top edge and it says, "Synching"?

Oh my. Now the phone screen is showing all the data on the dashboard. That's good? But also "Tracker not Found."

This Fitbit soap opera is giving me Fits!

[K10toes]

Steps on dashboard remain zero after synchronisation

[KarmaZ]

A lot of us have been waiting for an update from FITBIT on the issue of steps/calories reverting to zero & no live HR after  Fitbit app 2.76.1. update on 8-09-2018.

The last post from your company was on 08-09-2018.

https://community.fitbit.com/t5/Android-App/App-2-76-1-steps-calories-revert-to-zero-no-live-HR/td-p...

The update on the progress of resolving this issue would be appreciated.

Thank you

[fueledbycoffee]

beware that 2.75 broke GPS at the app level for a number of us (not just watch/phone talking so distance was wrong on the watch but also the app totally stopped talking to GPS)

2.74.2 seems to be the last version that doesn't have something major broken

[Bakdao]

Add me to the list of the dissatisfied for the same issue. Steps not updating in real time and no heart rate showing on the app. I've uninstalled/reinstalled, checked all the settings as recommended, and it still doesn't work. This is super frustrating.

[Aebrown]

When I open my app while walking, it stays at the same number of steps it was at when it synced. I can't actually watch my steps climb like I used to be able to. 

Anyone know why? 

[HAC1958]

thanks for the info, seems as though they really need to get things sorted all round. Im not into tracking my own walks but appreciate that many many fitbitters do this. your advice is well timed... we may not have been around long enough to remember this other glitch

 cheers

[FerdinandFitbit]

Hey there @lmorrow2012. Good to see you in the Fitbit Community Forums! 🙂

I'm sorry to hear that you're having problems with your information not updating on the Fitbit app 😕

Thanks a lot for letting us know about this! I'd like to know whether you're using an Android or an iOS device. Also, have you tried to log out and log back in to the app? If not, try this and see if when you log back in, you see any difference.

If this is a syncing issue, you could try giving your Alta HR a restart by clipping your tracker to the charger and plugging the charger to a USB port on your computer or a wall charger. Then, Press the button on your charging cable three times within four seconds and your tracker should vibrate and show the Fitbit logo. This will make your tracker to reboot.

If that doesn't help, try setting up your tracker as a new device. For this, go to the Account section at the top right corner on the Fitbit app and select the option that says "Set up a new device". Follow the on-screen instructions and once you're done, your tracker should be syncing without a problem.

Let me know how it goes!