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.

[LanuzaFitbit]

Hello @thompsondc! 

Thanks for bringing this up! Other uses have been reporting a similar situation. Could you please let me know what happens if you try to log out of the app and then back in? The steps and details should come back up.

Look forward to your reply.

[Joelle118]

I am having the same problem and I installed the most recent app update this morning. I tried everything to fix it. Sounds like I have to wait until a new update is released.

[melissalaninfa]

@MikeMag Thank you for vindicating me. I knew I wasn't alone. 

[melissalaninfa]

@MikeMag  Thank you for posting this. I hope they get the next update out soon!

[Milo97]

Not showing hb

Moderator edit: Subject for clarity 

[WavyDavey]

Known issue, check the Android board and post from @CarlosCFitbit

[frogstomper]

I'm having the same problems since installing the latest version of the app. It's really annoying not having it working properly. I'm using a Samsung Galaxy 8+ running android 8.0.0 and everything was fine up until last night when I updated the app to 2.76.

[meresydotes]

Sanity check with everyone - I started a thread stating that my steps (and I now realize calories) revert to 0 every time I open my app. They update to the correct stats after the sync. It seems that other people (and from the title of the merged thread, most people) are having the opposite problem - stats start out correct then change to 0 after syncing. Is this the case?

Also, anyone else having bluetooth connection problems with other devices since the update?

[Odyssey13]

Hi @Milo97

Read this article to learn more about the heart rate on your device - click to go there

Let us know how things go for you.

[Kewleskew93]

I am wondering if there is a time frame for this glitch to be corrected. I have had a Fitbit connected to the app since 2016 with no issues until this latest "fix".

[Janetk13]

Hello. I am also having missing data issues with this new update. Steps are on the watch but the app shows zero.

[Riverbear]

Hello, 

I have had a fitbit for over four years (most recently the second version of the Charge 2 after my first one stopped displaying data on the tracker). Well, after the most recent app update (from 2.68 to 2.7) my live data stopped working on the phone's app. It synced just fine and the steps/heart rate worked just fine on the tracker, but no real time data would display on the app.  This is not acceptable as I use the real time data on the app every day at the gym. So, after spending about 3 hours searching on the community pages, I had tried everything suggested. Nothing worked. So I went back to my tried and true solution and uninstalled the app, searched for an older version (2.68) and installed that. I started it up, logged in, the tracker synced and all the real time data works fine! So, at least for me - the new version of the app has a bug and I will no longer be updating until someone figures that out. 

I'm sure that I will be told that my problem is that my phone is not supported. I have a new Blackberry Key One (model BBB100-1) running Android 7.1.1. But like I said, everything worked on this phone for the past 6 months just fine. So, I'm blaming the new release of the app.

Mike

[Sj-2007]

I've tried everything, turned off bluetooth, turned off the phone, reinstalled the app, but it still won't sync, the only thing that's updating is the miles, the rest is on 0 on the app but not on my fitbit, what to I do? I've only had it for 2weeks and it's been fine up until now!

[SunsetRunner]

Does anyone know when this will be sorted? 

[SunsetRunner]

Yes, lol, thank goodness for these forums. I was all stressed out, thinking I pressed something on my phone inadvertently!   😕

[NBL]

I'm having something similar this morning, on the Android app's desktop it says I've taken zero steps, when I tap on the icon and it opens the bar graph it still says zero steps for today, when I tap on today in the bar graph it then shows the number of steps. It shows the sleep okay, and the steps show on the online desktop.

[Lenovos]

mine also not showing heartbeat on my phone app. I have a Samsung galaxy S8+. any help out there

[thompsondc]

As requested, I logged out, then logged back in.  The first time I did it; it started showing something on the main dash at the top for steps and calories.  I immediately noticed that my tiles were all out of order underneath, so I went to Edit, and moved them back where they belonged.  When i finished editing the tile order, both the step count and calories went back to zero.  So, I tried to log out and back in again (thinking that I could live with the tiles being out of order.  Unfortunately, this time around; my tiles are out of order again, AND the calories burned and steps are at zero.

On a side note; if you're going to mess with the dashboard on the app to fix this, can I make a suggestion?  The layout of the dash has one big counter, then four smaller ones below it (then the tiles below that).  Can you make the big counter whatever the user's goal is, as opposed to always step count?  My goal is calories burned (specifically a calorie deficiency), and the steps are just a "nice to know" thing.  It'd be nice to have your main goal front-and-center, and the other counters in a default order underneath it.

[cathmul]

Mega annoying isn't it

[DfromCardiff]

Same issue with my Charge 2 on a Galaxy 7.

Frustrating as I use the live step count and HR display to adapt speed etc on the treadmill.

More frustrating is that I have been emailing back and forth with Fitbit Customer help about this problem and they have not mentioned that it is a known issue once. I have to come onto a user forum to find out that Fitbit are working on a fix. "Allegedly".

They have pushed further updates over the last few days but none have corrected the issue.

Good practice would be for the company to send out a notification so that all their customers are aware it was the update that caused this