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.

[GFC1967]

Thanks for the info...I too work in global IT Support and work closely with our own Dev teams on such issues ...3 days without notification or acknowledgement is not good customer service.


Sent from my Samsung device

[SunsetRunner]

Fitbit are very poor when it comes to giving any information on issues, bugs, features, updates etc. To be very honest, I have never seen a company that buries its head in the sand as quickly as Fitbit does when an issue comes to light.

[Gusthy]

But there _is_ aknowledgement, see the first post, and the big pink line on the top of this forum page. They say they know about the problem and working on it. I can't see what else they could do. They update 1st post regularly.

[SunsetRunner]

Hey @Gusthy

Yes the issue was acknowledged but the acknowledgement came 2 days after the issue was brought to light. 

The top post is pinned there by a moderator. If you look at the 5th post(the first post by Fitbit) it was giving instructions on resetting the app etc, i.e. not acknowledging the issue but saying it was user error.

Hope this makes sense

[GFC1967]

Update! Courtesy to a global raft of users with issues.

[fueledbycoffee]

Um they could test their softwre before releasing it? They could make it
easy for people to roll back to a working version. They could actually
detail what "bug fixes and new features" are in any given version

Fitbit has a giant list of things they could do better

I mean this is mostly annoying - at least users aren't having their data
eaten for a week like happened with 2.74 (2.74.2 was finailly ok)...
sigh.. totally ridiculous

[Gusthy]

Indeed, I see your point, they can be blamed for releasing buggy software. My opinion was that don't blame them for things that they handle well (distributing info about the status of bugfixing).

[fueledbycoffee]

They actually dont handle sending info out well. When their bug was
causing data to be used at an insane rate resulting in overage charges they
did nothing to reach out to customers and let them know not did they push
out a roll back.

In this case they have also done a poor job If you have been following from
the beginning and they have actively deleted info about how to do the only
actual fix available which is to roll back to an old version

[MsMelody]

Need to let Fitbit know, I am using iPhone 6 and my HR is NOT showing up in the App. ... it is tracking HR (from my wrist) in my Charge2.

[ashwolve]

@MsMelody Hi and Welcome - I have found this link that may help you https://community.fitbit.com/t5/iOS-App/Charge-HR-not-syncing-to-new-iPhone-8-Plus/m-p/2214486#M6815...

Just for information this is the Android Forum so you may not get many responses best look into the IOS side of these forums they maybe able to assist more link provided for you below

https://community.fitbit.com/t5/iOS-App/bd-p/ios

you may have to start a new thread if the links here does not solve your issue or as a final resort give customer support a call the phone number will appear once the office is open (usually 0800 - 1900 Mon-Fri and 1000 - 1700 weekends in the UK)

Customer Support UK

This is for the UK but should you need to change country scroll to the bottom and look for United Kingdom with a down arrow next to it and click on the arrow now you can select your relevant country and the page will refresh

Kind Regards

Wayne

[Gloggs]

Hi. My steps are stuck at 26 steps today and wont' sync with phone app or online site with dongle. Is this my FitBit 2 or the same issue as above. Tried cleaning FitBit2 with surgical spirit but still nothing. Was ok yesterday

[MZickar]

Good to see a pink banner at the top of the page stating: 

"We are working to resolve an issue which may cause the Fitbit app for Android to display 0 for steps/calories and/or live heart rate on the main tile. In the meantime, clicking into the tile will display your stats.Visit this discussion for updates."

It seems like they are finally paying attention. It's only taken them 5 or so days to even acknowledge the issue.  Good step though. . .

[ashwolve]

@Gloggs Hi and Welcome - is the tracker actually still logging the steps and its just the sync to the site that's the problem or has the tracker stuck at 26 steps?

it maybe to do with the subject matter but they normal have their steps/HR reset to zero on the dashboard but on clicking the tiles they can see the steps synced correctly

if it is a syncing issue you could try the steps in the following links

Why won't my Fitbit device sync

or if that doesn't work try a restart of your device you may have to do this 2-3 times in a row

Restart Fitbit 

kind regards

Wayne

[GFC1967]

Hi..it doesnt sound the same as the fitbit itself isn't the issue on the known bug...it's with android.  However..as they are testing fixes. .could be a result of that. Keep an eye on the known issue however..must in case.



Sent from my Samsung device

[Gloggs]

Hi. Seems to be ok on FitBit as four lights are flashing and was less earlier. Seems like stuck on 26 steps  (which may be from during night).

If I restart it will I lose all my data?

Thank you

[fueledbycoffee]

What evidence is ther that its android? Old versions work and the users
having issues are using a range of android releases.

[ashwolve]

@Gloggs you should keep you data on the tracker as it should be saved there for upto 6/7 days

you may want to turn off Bluetooth, restart phone and turn on Bluetooth again before trying the restart - once Bluetooth is back on try a forced sync from the App or the Connect version whichever you are using

Kind Regards

Wayne

[ashwolve]

@fueledbycoffee Don't understand your last comment - this is the Android Forum and the banner states Android App, there is the evidence as the banner would have been set by Fitbit

it may work on other versions because maybe they have not updated to this latest version of the App which apparently is the cause of this issue it is not necessarily the version of Android its the App version that's the issue so yes you can use Lollipop, Nougart, Oreo etc and this will not make a difference as it is App Version 2.76.1 that's faulty if you still have App 2.74 you will not have the issue and will work correctly

[bmerrow]

This is extremely annoying and has killed my trust of Fitbit and the Ionic.  This is a large investment gone bad.  Obviously the problem has occurred for many for months and not been fixed.

[N8teGee]

@Gloggs If your fitbit isn't syncing with your phone or the dongle, it sounds more like a Bluetooth issue. Which Fitbit device are you using?

The issues described in this thread are that the devices are still syncing as per the web dashboard, but the Android app isn't reflecting this.