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.

[Marie1730]

I have tried everything
Switching phone on / off
Switching Bluetooth on / off
Checking compatibility
The online is also incorrect. I can’t send messages now - so disappointing.
Still not working. What kind of hack is this? I’m considering putting the Fitbit in the cupboard!

Marie

[MEC1962]

Didn't work for me...I guess I have a "non" compatible Droid.  Bummer.

[gdbtroutfit]

Fitbit has acknowledged that it is a software issue. See this thread in the
Android App forum. "App 2.76.1: steps/calories revert to zero, no live HR"

I obviously can't speak for them regarding "compatible" phones, but would
suspect that it if it worked previously, it will work again in the promised
next release. Some users have reverted to the previous version of the
Android app while Fitbit sorts this out. Search the Android App forum for
instructions on how to do that (at your own risk of course) if you're
comfortable doing so.

[Elainekaspar]

I agree with your post excerpt for the fact that Fitbit is not
communicating with their customers. I posted my issue over a week ago and
haven't had any response from Fitbit. I understand having a problem with
the software and needing time to fix it. I don't understand no
communication.

[MEC1962]

I contacted them and they were very helpful. I just didn't like the fact
my phone wasn't compatible.

Sent from my Droid

[JimboE]

Almost two weeks without syncing working with my updated Pixel 2, and now Fitbit says it will be fixed in a new release in another 2 weeks?  Come on Fitbit, you should be able to do better than that.

[Letty48]

I've noticed for a few weeks now that my charge 2 isnt syncing well with my app  ... up until recently I was able to see my actual heart rate but now it only shows my resting heart rate. Also having problems syncing my sleep log and steps ... hoping this will all be resolved when the update is released in a couple of weeks- coz I've tried EVERYTHING but nothing seems to work 😶😶

[SunsetRunner]

Yes, mine is on the list as compatable.


Sent via the Samsung Galaxy S® 6 edge, an AT&T 4G LTE smartphone

[SunsetRunner]

I did that over a week ago.  Called your support line just to verify I have not missed anything. I think it's on your end.


Sent via the Samsung Galaxy S® 6 edge, an AT&T 4G LTE smartphone

[RGA]

Something about this whole thing doesn't feel right with me, I think things at fitbit have probably become a little too stagnant for their liking, so they have decided to create this bug to shake things up. It's going to get them plenty of attention, and when they feel they have the amount of attention they want, they will release a fix. Also I think there will be a firmware release for versa and ionic around the same time as the fix.

Yes it's a negative way of getting attention, but it will probably get them the end result of new users they didn't have before.

That's just my thoughts on this, because they could of easily sorted this out with a temporary rollback.

[CallieT]

@ashwolve  Thanks!  I had to get my son to help me figure out how or where to turn the bluetooth on my laptop as I was able to download Fitbit app on to my computer but nothing was syncing last night (well, early this morning).  So at least my last two weeks worth of data and now synched.  Greatly appreciate knowing that even if the phone was stuck in the "synching" mode for hours, and me having to touch the screen to make sure it stayed open, I can always get back to my computer.

And when I woke up today, I had several dozens worth of email from Fitbit Community . . .  yikes!!

I'll have to see whether with their latest update now dropped my phone from the list that they support.  Bummer if so, as one of my daughters has same kind of phone and I was going to get her a Fitbit so I can keep track of her -- haha.

[Marie1730]

Where do you find out if your phone is compatible?

Marie

[bugwomp]

Thanks for the help! Unfortunately I don't know how to sync my fitbit with my computer. I have not found any instructions on how to do this, after lots of searching on the internet. Do you know how to sync the versa to the computer?

[LTVikingsfan]

So my wife has had a Flex 2 for almost a year. She is really into her steps (averaging 20K / day)  and it has helped her lose 30 lbs and get into much better shape. Recently her phone app stopped displaying her step counts, so we followed all the tips here to help. After a chat with tech support, this turned out to be a known issue on Android phones with no resolution in sight.  She's not happy, but she can get her stats on the PC.

Well I decide to get her a new Flex 2 and I'll take her old one so I can join in and get in better shape.  Get it all connected and boom, I have sync problems. Tech support says my phone (Moto G5 Plus) is not fully tested and again no resolution in sight. So I can only sync via my wife's phone and we both can only see our stats via the PC app.  For some reason this scenario is like watching AOL emails download via modem connection.

I'm tempted to return the new Flex and buy a pedometer.  Old school, but they are simple and work.

[Bl200809]

I am also having trouble with my exercise syncing..could this also be why? For example, no exercise was recorded the last few times I have worked out and twice it recognized me as riding a bike.

[Bl200809]

I am having this issue as well with my alta hr! 

[Odyssey13]

@bugwomp   you can read more on how to sync with a computer in this article - click to go there

[Odyssey13]

@Marie1730   use this chart to find out if you phone is compatible - click to go there

This article may be of help, too. click

[WSP4me]

I'm having the same issue with HR tracker, &step trackers. (Yes I updated, &did the whole reset thing) Now,  I've got zero sleep info since Wednesday! 

[Chelle1834]

2 weeks, is appalling!!! We have worked hard for our money to pay for these expensive watches. I previously had a £20 tracker, it was far superior than less rubbish.

These issues shouldn't be happening in the first place.