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.

[SteveH]

This is a bug that fitbit are aware of and are investigating. Keep an eye on the following thread which has their latest updates on progress:

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

[Aebrown]

Glad they are aware and looking for a solution. Thanks for sharing! 

[ErinNort]

Thanks Steve. I appreciate the quick response. I'll keep an eye on the other post.

[ashwolve]

@Mkruijs I think they assume it is a sign of weakness as they never roll anything back no matter how unusable the app is - common sense and logic would dictate that a roll back is in order - I learnt this years ago when the new app dashboard come out and it not being (IMO) as user friendly as the old version I rolled back to 2.47 and never updated again - needless to say that is all they are interested in now when I ring them with a problem - even if it has nothing to do with the app - not getting Badges (its the app) strap bubbling (its the app you need to update) wrong times on the Web Dashboard again its the app it is never the fault of Fitbit they always try and blame the customer and then take ages to sort anything out once the relent and admit that something is wrong - TBH I forgot about the 3rd party roll back (as Fitbit don't recommend due to security issues apparently) but they want you to use 3rd party apps when it suits them...good call whoever mentioned it (Sorry being lazy as a few threads have been merged I have lost the will to scroll back)

oops yo can turn auto updates off through Play Store

All the best

Wayne

[Mkruijs]

I see how you can turn off auto updates and I'll be sure to do that once I get this fixed.  How do I roll back to the older version?

[LanuzaFitbit]

Hello everyone!

Thanks for sharing your feedback and letting us know that this is going on.

As mentioned by @SteveH, these are known issues on the Android app. They are not exactly related to the web Dashboard but I'll be keeping this board in here so that if other users show up looking for answers on this, they can see this thread and find the appropriate location to keep an eye on.

Thanks for being around and helping out @SteveH! Really appreciate it.

Feel free to let me know if there are any further questions.

[Roncb]

Thank you for that info.

Get Outlook for Android

[ashwolve]

@Mkruijs Details on how to do are on page 2  about half way down (at time of this post) for some reason its not allowing me to use the persons name but you will see it - I used a different site but the process is the same

Hope you find it ok

Kind Regards

Wayne

[LanuzaFitbit]

Hello @dhintz2003, @Cdlamb, and @SteveH.

Could you confirm if this is in fact the issue that you are experiencing @dhintz2003 and @Cdlamb? Not getting live HR? If so, please do keep an eye on the thread linked by @SteveH.

Let me know if there are any further questions.

[Cheryl0423]

Same here! Not glad you are having the same issues, but glad its not just me.

I thought something was wrong, have done all the steps I could find and still nothing.

[lisa0069]

Have 54% battery, steps showing on app.  I **ahem** down and restarted, still showing all zeros.  I have not done the update that has been showing on my phone app forever because i live in the country and have super slow internet and cell service.  Andbody know what might be going on???  I would ppst a pocture but it says file too big, all zeros for all sppt no HR.

[dhintz2003]

I am not getting a live heart rate and I have to manually sync a second time to get step count to appear

[Jimmar57]

My Versa android app shows step tile and calories tile on the dashboard always at zero. If I tap either tile to get to the lowest level the data is there. Also synching is not consistent. The same is true on my wife's Alta HD, but worse. I managed to get them to synch by turning things of and on in random patterns. 

As a former software engineer I recognize this as symptomatic of poor software design or coding.probably due to extensive out sourcing, and inadequate verification. Also the business stategy of rushing to production release and fixing software bugs as they are discovered by pushing out new versions,  leads to dissatisfied customers such as my wife and myself. 

[LanuzaFitbit]

Hey  @Rtkat3. Welcome to the Forums @allybongo123.

As I mentioned above, our team is aware of this situation and any updates will be posted on the thread you can see by clicking here. Please make sure to post in there too.

Feel free to let me know if you have any other questions.

[Midnight1574]

Rollback worked for me 🙂

Here's the link:

https://fitbit.en.uptodown.com/android/download/1717315

[fueledbycoffee]

make sure you have 2.74.2  IIRC 2.74 and 2.74.1 were the infamous eat all the data version (something about constantly trying to send data to a server that was down instead of switching servers or something)

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[LittlebrookLyn]

I'm using Version 2.68, seems to be fine.

[CHRISTIEH1]

Mine is doing this too, I have deleted the app and reinstalled it thinking it was my problem !

[Cheryl0423]

After I posted here, I saw another post that stated Fitbit is aware of the issues. It's an in app thing and they have their engineering team working to fix it. 

[armstrmb]

I have uninstalled the app, reinstalled the app, set the pebble to vibrate with notifications, restarted the phone, restarted Bluetooth, paired and unpaired devices, pushed the button 3 to 10 times, and used a lot of inappropriate language. This thing still does not sync most of the time (a problem I did not have with the Garmin that was not approved by Blue Cross Blue Shield).

Now the software has hit a new low. It is resetting my step count (the reason I got this thing for BCBS). They cannot see that I have jogged for 21 minutes. All they see is 0 steps (instead of the 5,500 that appeared seconds ago).