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. 

[CJLarkin]

Here is a summary, and here are your options if you have followed Fitbit's instructions and factory reset your device. I keep posting the links periodically because people keep asking for help, and I doubt anyone wants to page through so many responses. 

To reiterate: DO NOT FOLLOW FITBIT'S INSTRUCTIONS! They only make the problem WORSE.

Fitbit is not reading all of these comments. When they do respond, there is zero chance they will answer each individual question.  Unfortunately, continuing to post questions or complaints won't have much impact, other than to vent or commiserate (which is certainly understandable).

There is a lot of misinformation on here, most of which is sadly provided by Fitbit's own tech support.  Since we are left to support ourselves, here are some answers to the FAQs I have seen:

Does this impact the Versa / Charge / Sense / Ionic etc.?
YES. This issue impacts almost all devices. If your problem started when you updated the Fitbit app on your phone, then the app update is the problem.

Fitbit told me my phone is not compatible.  Should I get a new phone?
NO. That will not resolve this issue.  The problem is the app, not your phone.  I mean, it's possible your phone is not technically compatible, but if it was working fine before this issue, we have every reason to believe it will work once the issue is resolved.  

Should I get a new device?
NO. Your device is not the problem, and multiple devices are impacted, so a new device will probably not help

I heard that now Fitbit won't support Android phones?
There is just no way this is true.  I certainly hope that was a rumor or a misunderstanding, and no one at Fitbit actually told someone that.  

It isn't working; it's a brick / paperweight!
Maybe it's just me, but it seems like a few people might be misunderstanding either the issue or these terms?  If your device is not working currently, but will be fixed by a resolution of this issue, then it would not generally be called a brick or a paperweight.  If your device is permanently busted and will never work again no matter what (usually because it did not successfully complete a factory reset or firmware update), THEN it is what we would term a brick / paperweight.  

That being said, I think quite a few people probably did really brick their devices following Fitbit's TERRIBLE instructions to do a factory reset.  😞 

Please let me know if I left anything out. 🙂

[Misskg81]

i am exactly the same ,mine is a huawei phone so im thinking im doomed

[pritchett4]

My wife's charge 3 stopped syncing no 1/15 which is interesting on this time line. Went through all the gyrations, did get it to sync once and then not again. I have the log from my chat with tech support. Interesting that this is also happening with iPhone. They had an issue like this a few years ago and provided a link to an older version of the Fitbit app which could be used until they got the sync situation figured out. That was helpful. For me, I haven't found anything that does was the Charge 3 does for the price. I don't need fancy, but it has been very effective -- especially with my wife's health situation which it does help to monitor. We both have Charge 3s moving up from the 2s which we had for some time and battery was wearing out. 

Tempted to go looking for an older version file (with the proper extension - which I can't post here)  and downloading to see if it would work (prior to 3.37). Of course, would be nice if Fitbit would provide a link to a previously working . So if you are listening, Fitbit, and can't get it fixed today -- about a link to a previously working  file as you did previously. I like your product and I know there are glitches from time to time. This would be helpful for customer experience -- Thanks

[Southern_Belle]

Well, never mind.  It must have been a fluke.

[La4Christ]

They told me that also and like you I thought it was strange since it was working just fine until the latest tracker software update.  Now all of a sudden it is my phone is not compatible or it is because of the latest android update.  Hmmm!  Since this happened to me twice and both times it was after an update from fitbit.  This is what has kept me from purchasing the fitbit versa 3 or sense.

[Sooz]

Nope. Darn! But good for you!

[Paids]

Ok we hope it's son as this is really frustrating 

The latest update caused this for my versa which was the day before yesterday before everything was fine..

[Manchester1]

Very sorry to hear that. But it will only get worse and more frustrating for you to keep hearing the same customer service people say the same thing over and over and never fixing the problem. 

[pritchett4]

The interesting thing is I got wife's old Charge 2 out and was able to sync it with the 3.37 Android update - maybe older trackers & watches work?

[Chrissy2cute84]

No nothing yet

Sent from Yahoo Mail on Android

[Karlar31]

Mine is still 3.37.

[LindyStarHi]

Same as many of you, woke up this morning and my C4 won't sync. I ran through every troubleshoot process I could find on their help page as well as here, even gave in a factory reset the darn thing, no dice. Got on chat support and he was nice, had me do it all, all over again, his job, I get it.  And at the end he informs me that my phone is not compatible and that I should consider buying a new device that is.  It's such crap because when I bought it on Amazon it said "Android 10" and mentioned nothing about specific phone models.  It worked great for 7 days and now it's useless.  So I return and hope for a refund or buy a brand new phone. Absolute crap. I LOVED the last 7 days with it, am so bummed out. 

[BloodLeaker]

It's been days now and I've tried everything to sync it to the app my phone can find it but won't pair because it tell me to use the app. It did find it once but then immediately came up with try again and it's getting really on my nerve since I've reset the Charge 4 I have reset everything and nothing is syncing and I'm reading a lot of other people saying its happened since the last update and I believe so too so this needs to be fixed because it isn't our fault for this happening it's Fitbits. 

[JanetOtto]

My versa 2 synced this morning and now it won't again. 

[jefferdj]

Sorry to be thick but what does 3.37 refer to? A fitbit version or an android version? If it's the fitbit version,how do I tell which version I'm using? I have the same sync issues as everyone else.

[Hazardius]

Checked that my Charge 4 should be capable of keeping all the details for around 7 days, so just hoping that the issue with Android app will get fixed and released to Google Play Store in the next few days.
Would be annoying to lose my records due to this update, that according to Release Notes:

• We fixed some bugs and made stability improvements.

Even though I find it a bit funny that it actually broke the app on most of up-to-date Android devices, I'll definitely have some doubts when upgrading from my current watch.

[vickyrogers2407]

have been trying to reload for 4 days on 3 different android phones. Samsung Hawaewi and Motorola  wont work on any. Bluetooth detects watch but wont connect. Fitbit have really let themselves down. My Fitbit has been my saviour in lockdown to keep me motivated.. sad as it if I've been so low last few days not being able to achieve my goals 

[AngelDavis]

Nothing here still..

[Pegra]

In your phone's SETTINGS, find the list of your apps (where you will have UNINSTALL and FORCE STOP and such options.  Scroll to the bottom of the information (at least on my Samsung J7) to find Version #.##.  Mine is still 3.37.  Waiting for 3.38.  Waiting a long time.  Except I'm junking my Charge 4 and switching to Garmin because this week has been the icing on the cake of really poor customer support.

[Manchester1]

Good girl, I would not invest another dollar into the next generation. I
would just insist that they send you a new fitbit. See what they say!!
Either its out of warranty or they need to pass it on to their tech guys
that's been working on the problem for years. Ha haa The new product will
be the same. Its nothing to do with android. Its just another excuse from
them.

Demand a replacement so they won't keep you hanging on for another month or
so.

You will truly see how much they care about you.
Good luck.