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.

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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. 

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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. 

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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. 

[StacyTurner711]

i have Android 10 and my versa 2 wont sync. is this related? ive factory reset my fitbit and everything and nothing is working, ill feel better that my fitbit didnt crash if this is connected to this issue im patient 🙂

[AngelDavis]

This is really unbelievable..I was gonna switch to the samsung watch..but I didn't and now this happened..

[Carol813]

Kate,

Having worked in the communications industry and retired from the industry, I have seen a few things.

-  Regarding this issue.  I would like to refer you to the J&J Tylenol issue a few years ago, and read about how they handled notifing the public about the tampering.  I has become the example used in business schools to this day.    This is the way you should be handling this issue, as important customers, not as distraction such as shoofly's.    Remember, how you handle this will be remembered.

Now my comments. 

1. I have gone through many emergencies in my career involving information systems and networking.   The first thing that should have been done is establish a timeline for completion.  This may be determined immediately if the issue is severe, or may be delayed depending upon complexity.  No later that two hours to make this determination.

2. The next item, and this runs parallel with the "fixing" of the issue, determining plan "B" and providing resources for implementation should it become necessary.  

3. Establish an information "Czar" who will issue updates to all affected including your affected customers.

4. "Set a drop-dead" time and stick to it.  Implement plan "B" at that time no matter who says it will be fixed in a few minutes. 

5.  When and/or the patch is finally tested off-line, schedule the application to be applied to the production system.

6.  Watch for issued not tested and record.

Just a selection of things that should be done that apparently are  not being done at Fitbit.  This is based upon my experience with the issue, various responses from your organization, and my background.   As for your message.  I don't have V3.37, and I am having issues.  Therefor the message is wrong.  Please give us timely updates including what you are doing to correct the issue.   BTW, Your message should be the first read.  Otherwise, establish a read only message center for your updates only.

Thanks for your assistance,

Rich Goeken working on Carol's Fitbit 

[TammyKinPA]

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@Towerprep14 wrote:

I have the a10e I thinking about getting a new phone seeing if that's the problem 

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It's NOT the phone.

It's NOT the tracker.

It's the APP.  There is nothing that you can do to fix the situation short of finding and installing an older working version of THE APP.  Going through all the standard troubleshooting can only make it worse.  I wouldn't be surprised if there are now hoards of bricked devices that will not work even after the app is fixed BECAUSE they were put through the troubleshooting script and were subjected to "fixes" that were not only unnecessary, but actually harmful.

[sowjvin]

I have iOS and having issues with exercise syncing after the new firmware update to my Versa. It took ages to update and then took 2 days to connect to my app and wifi. Now all my exercise from past one month has just disappeared. I have done all trouble shooting- restart both versa and phone, reconnecting the device, Fitbit app reinstalling

[Odyssey13]

Hi @MJS140571  read this thread: click to go there.  Your post will be moved into that thread, too.

[Odyssey13]

Hi @TheBeast923  there is a banner at the top of the page which will take you to this thread - click to go there. Your post will also be moved there.

[jeter22]

Isn't it funny this happened just as they sold out (all your data++) to google.

SAN RAMON, Calif. – Google has completed its $2.1 billion acquisition of fitness-gadget maker Fitbit, a deal that could help the internet company grow even stronger while U.S. government regulators pursue an antitrust case aimed at undermining its power.Jan 14, 2021

[bigjoe1952]

When is this Andriod 3.37 update going to be fixed.  I downloaded it to my Ionic and not it will not pair or sync. 

[Odyssey13]

@SunsetRunner  there is a banner at the top of the page which will take you to this thread - click to go there. Your post will also be moved there.

[MLMom]

EVERYONE contact fitbit if your recent update has failed to sync. I know there are a ton of us our there.....EVERYONE contact their customer service. Let's get this fixed.

IF ITS NOT BROKEN LEAVE IT ALONE.

MINE WORKED UNTIL YOU DECIDED TO UPDATE LAST WEEKEND.

[MariJackson]

Any update on this issue?

[Towerprep14]

Kate how long will this issue take I cant  sleep now because of this issue 

[kndcy01]

My Charge 4 wasn't syncing since Tuesday 26th. So I tried everything last night, reset phone, reset Charge 4 while on charge, turned bluetooth off and on, unpaired my Charge 4 on via bluetooth. Then finally uninstalled and reinstalled the app, and now my fit won't connect to the app 😭 I keeping getting the screen telling me to try again 😞  I follow the instructions the page suggests but still nothing. Is this also a part of the ongoing problem? I've had my fitbit for around 5 or 6 months and up until now I've had no problems. Please tell me this will be fixed?!

Also when I just try repairing it via bluetooth I just get the message 'An app is needed to use this device', but of course I have the app 😞 

[KJW817]

Hi all, I had this problem after trying to set up Fitbit on my new Samsung Galaxy S21 yesterday. I could not pair my existing Sense to my new phone. After extensive troubleshooting on my own and with Fitbit support I ended the night with a bricked Sense that was not able to be linked to the app at all. The new phone is Android 11, but the problem is the same. I just restarted the Sense and tried again and am now able to update and use my device. Try again.

[kndcy01]

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@Rich_Laue wrote:

Removing the tracker from your Fitbit app, should never be done. 

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Why should this never be done?

After reading online troubleshooting pages last night this was something suggested so I tried it 😭 And now I cannot reconnect it to the app. Please tell me this can be resolved 😞 

[KateFitbit]

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. 

[Tobyshoomum]

Awful isn't? I understand that a fix is being worked on but no timeframe mentioned. There is also another similar thread which I found, it has a link to where updates are going to be posted.  

[MLMom]

I really hope they'll correct this. I bought this as a fitness reward for
lbs lost. I had many places the $ should have been used but selfishly used
it on myself. Now I'm heartbroken

[Towerprep14]

Should a new phone will work with a new versa 3