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.

[mooo]

Follow up question: is there any customer support for this product from the manufacturer? I've been waiting for the "next available agent" for 40 minutes now.

[Cb08]

I am having the exact same problem. 😢 Saying 0 steps and 0 calorie burn. Tried uninstalling, switching off ect still said 0 after syncing. 

Not sure what else to try.

[SunsetRunner]

Tried these steps. Heart rate still not working. 

[mddegol]

I am having the exact same issues, driving me crazy. But all is well on my IPAD

[Cb08]

Glad it is not just me😭😭. Hope it gets sorted soon.

Get Outlook for Android

[tphilon]

software was updated yesterday, and now the heart rate does not show up on either my phone or my tablet.  I think they need to fix the latest android app.

[Jim9865]

Thank you for responding Maria.  I've tried every step you listed (including verifying my app is updated and refreshed), and it's doing the same thing.  Real time data was (before reporting the issue) and is being transmitted from my tracker to the app as I am able to see the day's trend by clicking on the heart rate box, it's just not showing the real time heart rate on the dashboard like it was before the update that occurred yesterday for "Bug fixes and performance improvements".

[BUCIA61]

I just posted the same thing. The steps are not recording and neither are cals.

[SunsetRunner]

Hiya I have a charge 2 and a Samsung s7, I've had my fitbit since December 16, I've not had this problem before, the steps are showing up on the charge 2, but not on my app, nor calories burnt for 2 days now. I've uninstalled the app, unpaired and paired them back up again, twice now, I've turned blue tooth off and on and phone off and on numerous times, it's syncing everything else just steps and calories, can someone please help? 

Thank you

Moderator edit: Subject for clarity 

[MrsHoro]

Update: the web dashboard is tracking just fine.

[Baltoscott]

Android or iPhone?  There are a few differences and you want to make sure real-time data tracking is on.  Also, of course, confirm that your ionic is reading the HR by checking its screen Here is link to some things that might be affecting transmission to your phone.

Personally, with the Ionic, I focus on the real time data shown on the watch itself since it has such a nice display, and I probably would not have even known about the live data feature in the app if I hadn't had a flex at one time.  

[gdbtroutfit]

Same issue since latest update.  Steps are also not updating in real time.  Charge 2 is reporting both heart rate and steps, but Android App does not.  "Beating Heart" icon no longer displayed.  Release notes for this version list only "stability enhancements".  Really frustrating...

[SuzeeQQQ]

exactly what I came looking for help with. So annoying, I assumed it must be me, too high, too low, dirty sensors...

[Defer]

Same problem with my Samsung tablet only with steps not transferring to the Dashboard.

[SunsetRunner]

Same here! Please fix this, Fitbit!

[meresydotes]

This is a known bug in the Android app. There's a thread about it on the Android app forum. It's just a display issue. If you wait for the sync to finish, steps and calories should recover to their actual values. My biggest complaint with the latest release of the app is that it somehow locks down my bluetooth connection so if I leave the house and then return, my phone won't automatically reconnect with my bluetooth cordless phone. And I sometimes have to restart my phone to get it to reconnect if syncing my footpod causes it to disconnect, too.

[mattyboy]

This has only been happening since the latest app update on Android. Real-time step count is not working on the phone dashboard either.

[mandymitchell61]

It doesnt come up till midnight then scroll back for step count,doesnt come.up with todays till it becomes yesterdays,yes bluetooth isnt always auto connected sometimes i have to manually reconnect 

[mandymitchell61]

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@meresydotes wrote:

This is a known bug in the Android app. There's a thread about it on the Android app forum. It's just a display issue. If you wait for the sync to finish, steps and calories should recover to their actual values. My biggest complaint with the latest release of the app is that it somehow locks down my bluetooth connection so if I leave the house and then return, my phone won't automatically reconnect with my bluetooth cordless phone. And I sometimes have to restart my phone to get it to reconnect if syncing my footpod causes it to disconnect, too.

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It doesnt come up till midnight then scroll back for step count,doesnt come.up with todays till it becomes yesterdays,yes bluetooth isnt always auto connected sometimes i have to manually reconnect 

[Jinglz]

I'm having the same issue, when it finally shows the correct steps, it will refresh and go back to zero. Nothing is syncing correctly 😞

I've restarted phone, force closed the app and rebooted my Fitbit with no solution