Syncing Issues on Android 3.37

[KateFitbit]

Update 2/1/2021: This issue was resolved with the release of android app version 3.37.1. We appreciate your reports and patience as we worked on a resolution.

---

Update 1/29/2021: We've released Android app version 3.37.1 to address syncing issues. Please update your device if you are experiencing issues syncing. Thanks again for your patience as we worked to resolve this issue. 

---

Update 1/28/2021: We are still working on this issue and hope to have a fix real soon. We will update this thread as soon as we have more information. Thanks again for your reports and patience. 

---

Our team is aware of a syncing issue on Andriod 3.37 and is currently working on a fix. Thank you very much for your reports and patience. Please stay tuned to this thread for updates. 

[adr1955]

Affects me too

[AnianianiOioioi]

I've spent the last six hours trying to fix this also. My Versa 2 worked really well for a month and then after last night's update it will no longer sync. I have contacted the helpdesk chat four times today and none of the troubleshooting advice worked. They tried to blame my phone but it worked for the whole time I've had it. Up until the last update.

It feels unethical to have an automatic update and then be required to purchase a new phone for my device to work. I'm waiting to hear from them through email. I will not be purchasing a Fitbit again. And I will make sure everyone on the FB and Reddit pages I'm in are informed of this error so that they don't waste their money either. 

[adr1955]

I have the same issue. Tried everything suggested. Obviously there is something wrong with the update, too many people are having the same problem

[amq1216]

I am having the same issue with my Charge 4.  Stopped working last night at 9:05pm.  I chatted with Customer Service about 5 minutes ago.  The agent was so rude, told me my phone was old and outdated.  He wanted to know why I couldn't just borrow a friends phone and why I didn't have a more up to date phone in my house.  He ended the Chat.

[Amandagracie33]

The lady "helping" me I don't think she understands technology.  I think I told her 7 times "Couldn't sync your Versa 2 Fix it". That was what I was getting each time I did a suggestion. Then I asked her if there was a problem with the new update on Fitbit for android phones  and she said," There's no outgoing syncing issues". That's when the lady "helping" me ended the chat. I had to download Fitbit on my computer just to sync my Fitbit. 

[srobertson7]

Dear JMVarner,  I am having the same issue. I have an ANDROID phone that will no longer sync to my new Charge 4 Fitbit.  I have spent several hours following all the steps outlined by Rich above.  Restarted phone, restarted Charge 4 fitbit. Eliminated device; added device, Deleted Fitbit app and reinstalled it etc. I just purchased it this week. It set up initially and was syncing and working for a few days and all of a sudden my phone won't recognize or sync.  I reset Charge 4, watched endless Utube videos giving suggestions on how to sync the Charge 4, Nothing works.  I then saw your article on downgrading the fitbit android app and going to version 3.36. I followed your instructions. Went to Aptoid and it tried to download a currency app when I asked it to download the old fitbit version 3.36? Can't understand what is happening??? Anybody else with advice?  I went to my phone a Samsung, Galaxy J7 with android version 7.1.1 apparently I can't upgrade the android version. Wondering if this is a problem?  I don't know where else to turn?  any recommendations?  I have been a fit bit user for 6 years and have added 5 different devices and am pretty familiar with syncing etc.  Can't get my phone to acknowledge or recognize the new device even though it did last week.

[2Ladydi]

Looking for help. I just got my new fitbit charge 4 and it was working fine until yesterday. I updated and now it won't do anything and can't figure out what to do. I'm old school and don't understand this stuff and I'm very frustrated . Is there someone who can help me please.

[muddyfoot]

A lot of fitbits are not functioning properly right now. The last update on January 20th broke something. The only way I was able to get meaningful support was to call their help line 1 (877) 623-4997. Chat was polite but pretty useless as they sent me through steps I did multiple times already. Whatever you do; do not delete your Fitbit Charge device from your account and try to go through the setup process again unless Fitbit customer service asks you to. Ive done this on my Charge 4 and it made the problem worse. When I called Fitbit they admitted there is an ongoing problem that they are diligently working to fix and Im just now waiting for them to fix it or email me back with a more steps.

Also ask for your ticket number after you talk to them and save it somewhere incase you need to talk to them again about the issue. Its the only way to really track and prove the steps you have taken to remedy the problem.

In addition if they say your phone is not compatible you need to be prepared for the reality that you may need to return it to the store and ask for a refund. Be sure you locate receipts etc. just in case. Fortunately (unfortunately?), you have not had your Fitbit for long and this may be the only real option you have if you have tried everything else.

[muddyfoot]

Looks like you will end up downloading the store app for aptoid, then you can download the old version of Fitbit. My recommendation is to just call customer service first (1 (877) 623-4997) and let them try to help you, Then possibly give them a few days to fix the issue before downloading from questionable sources. You never know what they are putting on your phone when you download.

So I would consider it a last resort fix

That being said, I have read multiple rumors that this fix works. But it has me questioning why wont Fitbit simply roll back the update to a previous version? The only reason not to is an indication that this problem is a lot more complex than we can see in forum posts. Here lies the main reason for my frustrations with Fitbit. They don't seem to be taking public responsibility for their tech issues without first creating needless anxiety and stress to their customer base by remaining mostly silent. If some authority would simply say 'Hey we got problems with the last update, we are working on it.' I would be more sympathetic and give them some space to do their job. But there is a lack of transparency and trust that is confounding.

[srobertson7]

Thanks so much. I have an old android phone over3 yrs old so I am thinking a new phone may solve the problem. Appreciate your wisdom and adviceSent from my T-Mobile 4G LTE Device

[Pjw90]

Me and my mum are havìng the same problem with ours. Stopped working. I uninstalled app, hard reset Fitbit. Still not syncing and not wanting to update now either. 

-------------------

Myself and my mum are having the same issue and my Fitbit versa 2 is only 1 month old. This better get sorted. Seems to be after this update which its saying to update and i cant. I have done everything and still not working, syncing, time is slightly off, red light on my heart rate while flashing green and wasnt on wrist. Please get this sorted asap as this is soooo frustrating for everyone! 

[Corr]

If you have recently updated to Android app version 3.37, then keep an eye on the following thread instead of posting new ones.
There's a known bug that's causing these types of issues.

https://community.fitbit.com/t5/Android-App/Fitbit-will-not-sync-after-Android-app-update-version-3-...

[SteveH]

There's a known bug with version 3.37 of the app that Fitbit are looking into. Keep an eye on the following thread where they are posting updates:

https://community.fitbit.com/t5/Android-App/Fitbit-will-not-sync-after-Android-app-update-version-3-...

[21wellside]

Hi Gjandrew. This a huge pain and completely unacceptable. Common Fitbit get your act together and get this fixed. 

[21wellside]

Sorry but none of this works for me anyway. Done on numerous occasions and fitbit will still not sync to android phone.

Update:

That is just utter nonsense. It is not the phone. Itis linked to the update. Everyone, clearly, apart from Fitbit, seems to understand that. Be quite nice if they fixed it. 

Moderator edit: merged replies

[SteveH]

---

@21wellside wrote:

That is just utter nonsense. It is not the phone. Itis linked to the update. Everyone, clearly, apart from Fitbit, seems to understand that. Be quite nice if they fixed it. 

---

@21wellside there is a post earlier in this thread where Fitbit accept there is a problem and said they'll provide updates re the fix here in this thread

[Ktrnstr]

thanks! It works now

[SinéadN]

Can you give us any indication as to when this update will be fixed?

Thanks

[DavidAW99]

I had the same issue since Monday 25thy January at 23:40. I have a Versa 3 (I will add this to the Versa 3 threads i have seen - all with the same issue). However i started to do fault finding and i Shut Down the WATCH and restarted it. This has fixed the sync issue with the phone. This is worth a try.

Going forward in Google Store you can get apps that backs up applications. You can selected how many old versions you keep. I strongly recommend we all do this, once you know you have a working version of the phone Application. We have been warned!

[Lindasue17]

Yeah however you are supposed to do that. This thing should not be so hard to use. I am going to find some other product that actually WORKS!