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.

---

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! 

---

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. 

---

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. 

---

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. 

---

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! 

---

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.

[Rhodysports]

TWO WEEKS....SERIOUSLY - add the previous version with an updated version number. 

This is an inadequate response to your customer base. 

Looking to upgrade to a new smart watch so as to use Golf GPS capabilities...this is another x against the fitbit team.

[Rhodysports]

---

@CarlosCFitbit wrote:

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. 

---

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. 

---

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! 

---

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.

---

TWO WEEKS....SERIOUSLY - add the previous version with an updated version number. 

This is an inadequate response to your customer base. 

Looking to upgrade to a new smart watch so as to use Golf GPS capabilities...this is another x against the fitbit team.

[Rhodysports]

TWO WEEKS....SERIOUSLY - add the previous version with an updated version number. 

This is an inadequate response to your customer base. First noted 8/9 and cannotbe rectified in a week.

Looking to upgrade to a new smart watch so as to use Golf GPS capabilities...this is another x against the fitbit team

[Gusthy]

I explained a bit earlier releasing previous version won't work. 

[Rhodysports]

Would you agree that stating that it could be 2 weeks to find a resolution is inadequate? 

Most likely they have a team of contracted developers who switch projects often thus not staffed to fix an issue when it arises and erodes their profitability to fix an immediate need to fix their current clients needs. Its a risk on their part but one they are willing to take as many won't leave due to cost of change as well as relationships developed via the social media forum. Sad - get out and meet people face to face .

[Gusthy]

I don't know if it is possible to find the solution in two weeks or not,, but what I wrote is that rollback is not a working solution, it definitely doesn't work. I didn't say anything about any other ways, just told about the consequences of a rollback. So I can't see what are you talking about. 

[Iloveroses]

Thank you to everyone who has replied.I am afraid that I am not a techie. All I know is that my fitbit was working and so did my previous  one and now it isn't.  It seems there is nothing I can do except go elsewhere  for a product. Very disappointed. 


Sent from my Samsung Galaxy smartphone.

[Gusthy]

You don't have to be a techie to do a temporary fix, I think. 

[KenDSr]

My comments were not directed to you. They were directed to the company
FitBit and "All" the users who keep adding comments that are either not
related to the thread, posting fixes that are not related to this thread or
restating that the app isn't working.



Unfortunately the way this blog is formatted it posts my comments in
response to yours but they are not.

[KenDSr]

My comments were not directed to you. They were directed to the company FitBit and “All” the users who keep adding comments that are either not related to the thread, posting fixes that are not related to this thread or restating that the app isn’t working.

Unfortunately the way this blog is formatted it posts my comments in response to yours but they are not.

[Gusthy]

Oh, sorry then. 

[ashwolve]

@Iloveroses Hi Again the following links should give you a few step by step actions that may provide some help - I have selected the most common faults and solutions for you to try if you still wish,

also I am not dismissing the issue with the app but the links should rule some of the reasons

Why won't my Fitbit device sync

Is the Fitbit app interfering with other Bluetooth devices

also are your stats correct on your tracker?? if it is not the above you may need to try a device restart (may need to do this 2-3 times in a row to take effect)

Restart Fitbit 

and lastly if that doesn't solve the issue you could 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

hope this helps

Kind Regards

Wayne

[brasshat]

My problem since updating to 2.76.1 is more severe. I'm on Android 9 on a 1st Gen Google Pixel.

MyAlta HR stopped syncing entirely, and tapping the sync icon resulted in an error (red circle with :exclamation_mark:). Toggling Bluetooth and restarting the phone/Fitbit did not help, so I removed the Alta from the Fitbit app to try to re-pair.

Now the Alta will not pair at all. It gets as far as displaying the pairing PIN on the Alta, and after entering the PIN in the app, it just spins for several minutes and fails. I've tried multiple times (more restarts, etc).

[ashwolve]

@brasshat Hi and Welcome - not withstanding the current problem with the app it looks like you have attempted all actions that would be advised on this forum with the resources available - I have noticed you have mentioned Android 9 have you seen this thread https://community.fitbit.com/t5/Android-App/Android-9-0-Pie-not-able-to-sync/m-p/2889550#M82148 it may afford you more suggestions

the only other suggestion I can make is that you could give customer support a call (they maybe able to give further suggestion and go deeper in the issues you are experiencing 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

hope this helps

sorry I could not have been of more assistance

Kind Regards

Wayne

[Ivanrox]

Not showing up on my web dashboard either. Should I go to using Garmin???

[TonyBest]

Hi Wayne

The details on the dashboard I can see on the Fitbit.com website don't match those on my Ionic. I have no HR data on app or .com, I have no steps, floors or calories showing on the app. But do have steps only showing on .com, although its only approx. 70% of those actually completed and shown on my Ionic.

I hope that helps to identify the issue and find a resolution.

Thanks 

[ashwolve]

@TonyBest on the App it looks like it is definitely connected to the Faulty App Update - the only other suggestion I can make is on the Fitbit.com dashboard go to settings>Device scroll to bottom and select live data to ON/enable (Although this is only for the Live Heartrate on the App should it start to work

on the app go to device>should show page with firmware at the top and ensure all day sync is enabled and scroll to the bottom and ensure always connected is enabled

to sync with laptop or pc via Bluetooth you may need to turn off the Bluetooth on your phone as it may interfere with the connection

is you PC/Laptop Bluetooth enabled and is it switched on (you may have to sync direct to the PC/Laptop) depending on then version of software on you platform you may need to download Fitbit connect or their PC version of the app

if you have not got Bluetooth on your PC or laptop you will need to purchase a Wireless/Bluetooth dongle - these are reasonably cheap but would advise to get a mid range priced one at the least £5-8 GBP on average check with computer stores for more accurate pricing and requirements Need at least Bluetooth 4.0

Support would be the only other option I could suggest as per my previous post

Sorry I could not have been more help but my resources are limited as I am just like you - another fitbit user

Kind Regards

Wayne

[OldSoftware]

I concur but they don't

Jim

[AthleteKitty]

I have an iPhone and now it's showing zero for steps on the app. The steps are showing on my Fitbit device. 

[EustonB]

I bought my new Versa Fit Bit on Tuesday 14th August and set it up just fine. Then on Wednesday morning it would not sync, after unloading and re-loading the app it did sync until 17.50 and since then nothing. I do not get any notification of messages coming in and I am concerned that my data will be lost if this is not fixed very soon

I was so looking forward to updating my Fitbit as it has helped me get fitter and moving, but this is a real disappointment, not to say that I can not afford to spend £200 for something that does not work properly. Please let me know what I can do in order that I can record my steps/heart rate/sleep and everything else I was relying on with my new purchase before the data is lost. Thank you