Unable to sync Fitbit after app update

[notdedyet]

My Charge 2 working fine and tracking but it will not sync with the app since the update. I have followed all the troubleshooting advice to no avail. The app will show it syncing but does not update. Please help also how can I get the previous version of the app back?

Moderator edit: Subject for clarity 

[RicardoFitbit]

Hello @notdedyet thank you for bringing this to my attention, welcome to the Community Forums. It's a pleasure for me to assist you with the syncing inconvenience you're currently experiencing.

Seems odd that after the Fitbit app update you're unable to sync your Fitbit Charge 2, this is certainly not a common situation, thanks for troubleshooting this prior to posting. To better assist you with this matter, can you please let me know which Android mobile device you're using? Did you made sure that your mobile device is compatible with our products and services? If you haven't already done so, I recommend you to follow the troubleshooting steps that are specified on: Why won't my Fitbit device sync? and let me know how it goes.

I'll be around if you need anything else, please keep me posted. 

[JCM801]

If you search this forum, you'll find app version 3.1 was quite problematic, bricking many devices including mine. I see 3.2 has now been released. Hopefully you'll have better luck after that app upgrade. 

[Tammy6423]

I also am having problems after the last update. My blaze will notify me with calls but no texts at all. I have done everything and I'm getting very discouraged can anybody help?

[notdedyet]

I have an LG V30 worked perfectly until the 25th when the update was installed  so it is not my phone and I have followed every suggestion without success. How can this be fixed and is there a way to roll back to the previous version?

[adebaser]

A recent app update caused my Alta HR to not sync any more. I've tried all the troubleshooting steps, restarted the app, restarted the tracker, I can't even do the set up process now.

Why is it that updates to the app so often catastrophically break it? Do you have a QA department? I would have preferred if the app never got any new features but continued to work.

There are many threads about this so the idea that it isn't a common problem is a joke.

[JCM801]

I recommend not trying a factory reset on the fitibit device. My device
crashed during the communication errors during the firmware update after
the reset.

I did notice they released app version 3.2 already. I recommend trying that
and seeing if you are able to restore functionality.

[Tammy6423]

I updated the 3.2 but still nothing. Thanks

[RicardoFitbit]

Hello guys! It's a pleasure to continue providing assistance, my apologies for the delay in responding each of your posts. It's nice to see all of you around participating in the Community Forums, welcome back and thanks for your replies.

@Tammy6423 Thanks for bringing this to my attention, I'm sorry to know that you feel in such way. To better assist you, can you please let me know which Android device you're currently using? Please make sure that is compatible with our products and services. Also, you can this help article to see if there's a missing requirement that is preventing the notifications to come through and check: My Fitbit device isn't receiving notifications from my phone to troubleshoot your device. Keep me posted.

@notdedyet I appreciate the details that were shared with me. Let me share with you that the LG V30 is not currently listed as a compatible device with our products and services, therefore, you may experience certain connection difficulties with it. I'm aware that some users were able to use non-compatible devices with our Fitbit products in the past, however, we cannot ensure a proper function of all its features due to this compatibility concern due to Fitbit app, Android and device updates. That said, even though your mobile device is not compatible, please try the following steps:

1. Restart your Fitbit.
2. Please on the phone, go to Settings > Bluetooth, and remove all the connections that exist with the device. (Forget device, ignore or unpair depending on the version of the operating system of the phone)
3. Turn off the Bluetooth and restart the phone. 
4. When your phone is back on, turn the Bluetooth on again but do not attempt to connect to the Fitbit from here.
5. Go on the app and try setting up your Fitbit as a new device.

@adebaser Thanks for troubleshooting your device prior to posting, your effort is appreciated. Please try the troubleshooting steps that were shared above and let me know how it goes. Thanks for the feedback that was submitted. 

@JCM801 I appreciate your post and the suggestions that were shared on this thread, I'm sure that such information will be helpful for other users that are experiencing the same. Don't hesitate to contact me back if you need else. 

See you around. 

[Tammy6423]

I have a Note 8 and everything was working great and all of a sudden no texts or emails. I have done everything and still nothing. 
 
Sent from Yahoo Mail on Android

[notdedyet]

Thank you

I  was finally able to resolve my issue by un-pairing and re-pairing my
device. I had tried previously but the second time it worked.

[zast]

Thanks. I have tried that a number of times too. To no avail. Sometimes it seems like it is going to connect, and then the steps update and then the whole app crashes and it goes blank and nothing...

[adebaser]

I've finally managed to get it to sync. I reset the Fitbit already, the end result of which is I lost over a day of data.

I then unpaired it and tried to repair it, but I couldn't get it to pair. Finally I discovered that on this screen where it says it is getting ready to pair and there is a red "Okay" button, do NOT press the button. You have to wait for up to five minutes on this screen.

So I now have it paired again, but there is still something not right since the last update. It doesn't sync automatically at all, I have this notification all the time saying when it last synced, and it will stay like that for 24 hours or more until I manually go into the app and force it to sync. Pulling the screen down doesn't work, it looks like it has refreshed but hasn't. I have to click at the top left to see the account, and then click on my device and then choose "Sync now" and it can take over 2 minutes (probably because it hasn't synced for so long).

I have All Day Sync enabled, but now the only way to get it to sync is to do it manually like this.

[Cocojambo123]

I have the same problem with an Ionic after the update, I have tried everything, Bluetooth on/off, reset the device, restart the phone... nothing happens.

THe problem is they my phone (samsung s8) cannot even find the watch...

Does anyone have a solution?

[Tammy6423]

I'm finally getting notifications from messenger but still nothing with phone calls or texts and that's the main reason I got the blaze. I've only had the blaze and my note 8 for a year and a half and bam this happens. So frustrating! I have tried everything that people have suggested but still nothing. If the update caused it and that's the only thing possible they owe me a new fitbit!

[RicardoFitbit]

Hello again! Thanks for your replies and updates @Tammy6423 @notdedyet @adebaser. Welcome aboard @zast @Cocojambo123, it's a pleasure to continue providing assistance with your Fitbit devices.  

@Tammy6423 I appreciate your updates and the information that was shared with me. I'd like to let you know that, just as per posted above for another mobile device, your Samsung Galaxy Note 8 is not currently listed as a compatible device with our products and services, therefore, you may experience certain connection difficulties with it that may prevent the notifications to come through. I'm aware that some users were able to use non-compatible devices with our Fitbit products in the past, however, we cannot ensure a proper function of all its features due to this compatibility concern due to Fitbit app, Android and device updates.

Since the troubleshooting steps that were previously shared didn't work, please try with a different mobile device that is compatible and let me know if the issue persist.

@notdedyet I'm happy to know that after trying some troubleshooting steps your syncing concern was resolved. Please don't hesitate to contact me back if you need further assistance, I'll be here.

@zast I appreciate your effort and patience troubleshooting your Fitbit prior to posting. Please refer to your original post here for my reply regarding your syncing concern. Let me know if you have any additional questions.

@adebaser I appreciate your post and all the suggestions that were shared with us, your willingness to help is appreciated. I'm sure that your suggestions will be really helpful for other users that are experiencing the same situation. Thanks for your patience with this and for troubleshooting your device, I'll be around if you need anything else. 

@Cocojambo123 Your effort and patience troubleshooting this situation prior to posting is really appreciated. I recommend you to follow the troubleshooting steps that were posted above, please find them as follows:

1. Restart your Fitbit.
2. Please on the phone, go to Settings > Bluetooth, and remove all the connections that exist with the device. (Forget device, ignore or unpair depending on the version of the operating system of the phone)
3. Turn off the Bluetooth and restart the phone. 
4. When your phone is back on, turn the Bluetooth on again but do not attempt to connect to the Fitbit from here.
5. Go on the app and try setting up your Fitbit as a new device.

Let me know if you have any additional questions, I'll be around.

[Tammy6423]

My Fitbit has worked fine with my note 8 for quiet awhile and just crashed with the last update so I'm pretty sure it's not the phone. When I bought my Fitbit it said it would work with my phone or I wouldn't have purchased it. 

[adebaser]

The app is still very badly broken. It makes my Fitbit basically useless. I'm advising everybody I know to never buy a Fitbit product.

It will not sync at all by itself, and it cannot even find the device. The only way to get it to pair is to restart my phone, and then it will sync but it won't be able to sync again after that. This means I can't even put the settings on the Fitbit because after changing the settings on the app I can't get it to sync again.

For the last week I have basically been wearing a small brick on my wrist. Is there any way to revert the app to the version from before the last 2 updates?

[RicardoFitbit]

Hello guys! It's a pleasure to continue assisting, pardon me for the delay in responding. Thanks for your replies @adebaser @Tammy6423. 

@Tammy6423 As per mentioned in my previous post, due to Fitbit app, Android and device updates we cannot ensure that a non-compatible mobile device will work with our Fitbit products and services in the future. To move forward with this, can you please try the above steps and the syncing procedure with a compatible device so we can determine the root cause of your situation? Keep me posted.

@adebaser Thanks for your post and the feedback that was provided regarding our Fitbit app. I'm sorry to know that you're experiencing such difficulties. To better assist you, can you please let me know if the troubleshooting steps that were posted on this thread were already tried? Take in consideration that we do not recommend to revert the app updates. 

I'll be around, let me know if both of you have any additional questions for me to answer.

[lisawiz]

I have Samsung s8 phone and my charge 2 has not synched right since this update.  It says it can't find the device. I wish there was a way to get old one back. What do you suggest?