Steps not showing correctly on app, but are showing on Website

[fganter]

Although steps for my Flex are not showing on the Fitbit app on my Samsung Galaxy S7 Edge (Android device), they do show correctly on the Website.  That's good news - at least my steps are being recorded.  (My only method of synching is via the app on my S7 BTW.)

I'd be willing to bet that numerous other people who are claiming that they're not synching at all are experiencing the same.

In my case the issue (besides steps not showing on the app's dashboard) is that I'm not getting notifications when my Flex battery is running low.  So, it will run out of juice, if I don't remember to charge it every 4 days.

I've called customer service 3 times over the past few weeks, and they're unable to help.  They tried all the usual tricks:

- uninstall/reinstall the app

- unpair/pair the tracker

- reset the tracker

- turn off/on WiFi

- turn off/on Bluetooth

- turn off/on "Always Connected"

- turn off/on notifications

I have a strong feeling things went south when Android changed the way it handles bluetooth connections a few months ago. (Fitbit had to introduce the "Always Connected" feature as a result.)

I think the issue here is pretty simple conceptually - the Fitbit app will need to be corrected by the app development team.  They're still reacting to the changes Android introduced.  

However, I'd love for someone to prove me wrong and get me working again within the next few days...  

[RobertoME]

Hello @fganter, good to see you around and thank you for sharing the steps you have tried so far with Customer Support.

I wonder if you are comparing your steps with your app and Dashboard at the same time, when you realized the steps are not the same? Is this happening right after you synced?

Your information when is synced, is uploaded to our servers so the information can be share across your devices to show the same data. My best guess here is there is a delay with your App at the moment to load your information. But here it comes another questions, is the issue persisting at the end of the day or the next day?

Regarding your Flex low battery notification, make sure your bluethooth connection is stable and constant, otherwise your app wont recognized your tracker has low battery and it wont sent the notification through.

For both issues I recommend to force quit the app. I don't see you have mentioned this on your post so if you haven't tried this, do the following:

1. On your app, log out from your account.
2. Double press the home of your Samsung to open the running apps.
3. Look for the Fitbit app and close it.
4. Once you have stopped the app from running in the background log back in.

Hope this helps and let me know how it goes.

[fganter]

Thanks for the reply.

Yes, I've checked the app and Web multiple times right after a synch. I've also tried waiting over an hour in case there's a delay. The app is not showing steps that the Web shows.

Yes, the issue persists overnight.

While uninstalling and reinstalling will do the same you mention regarding forcing the app to close, I've also done exactly what you mention.

I've changed nothing on Bluetooth - as consistent from my standpoint as always. If not, I probably wouldn't be seeing steps on the Web. However, Android has changed something on Bluetooth, as mentioned. I'm guessing this is what Fitbit developers are still overcoming (and the root of my issue).

It would be really helpful for someone in Customer Service to just discuss with someone in Development.

[LanuzaFitbit]

Thanks for answering @RobertoME's questions @fganter! 

I really seems strange that the app is getting behind on the information. I'd like to ask you some questions so that I can better understand what's happening. Are you using the most recent version of the Fitbit App? Are you using the new or the old dashboard? Could you please take a screen shot of your Android's dashboard and your web dashboard showing the same day so that I can see the discrepancy. 

Look forward to helping you get this situation resolved. 

[fganter]

Fitbit customer service has finally acknowledged that there are issues with the App and Android.  They're working on it...

[LanuzaFitbit]

@fganter Thank you very much for letting me know about that. 

Please do keep me posted on any updates you receive from our Support Team. Hopefully this will be resolved soon.