Resolved: One not syncing after Samsung Update

[ErickFitbit]

Fitbit Update 9/18/2017: Samsung released an update this week that should resolve the syncing issue. If you haven't already, please update your phone. Thanks again for your patience and reports. 

Fitbit Update 8/24/2017: Hi everyone- Thank you for your reports. We have all the information we need at this time and our engineers are currently reviewing. Once I have further information, I will be sure to update this thread.

Fitbit Update 08/17/2017: Hi everyone -- Several One users have reported that their trackers are no longer syncing with their Samsung mobile devices since a Samsung update.

If you're experiencing issues, please provide me with the following answers to the best of your ability so I can get this information over to our Android team who is currently investigating the root cause of this:

1. When did you begin experiencing these syncing issues?
2. What make and model mobile device do you have (Samsung Galaxy S5, S6, Note 6, etc)?
3. What Android OS are you currently running (go to this link from your phone's internet browser to find out)?
4. What phone provider do you have (Verizon, T-Mobile, Sprint, etc)?

Please copy and paste the above questions and your answers into the response.

I appreciate you all for helping out with getting me some answers as well as your continued patience. As a temporary workaround, please sync with an alternative supported device or computer. I promise we are doing everything we can on our end to get you all back to syncing. More updates to come!

[Nother]

September 8

Galaxy s5

6.0.1

Verizon

[dkoerner]

1. When did you begin experiencing these syncing issues? August
2. What make and model mobile device do you have (Samsung Galaxy S5, S6, Note 6, etc)? Samsung 8
3. What Android OS are you currently running (go to this link from your phone's internet browser to find out)? Android 7 (Nougat)
4. What phone provider do you have (Verizon, T-Mobile, Sprint, etc)? Verizon

[Nother]

Started not syncing after Samsung update September 8. Verizon galaxy s5. 6.0.1.



Please excuse typos. Sent from my not-so-smart pocket god

[lunchmom1]

I turned the Bluetooth off on my phone and tablet, and just refresh on the computer and everything syncs. even my phone with no Bluetooth. 

[dkoerner]

Thanks. I will try that

[lucindar]

i have the same problem with mine.  sync's for two hours and then looses sync and I cannot sync again even with my computer.

[lucindar]

I

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@JonMarc wrote:

I've had the same problem lately. My Fitbit One will sync with my phone for only a few hours before it disconnects itself. The only way to get it to sync again is to restart the tracker. That's an inconvenient process involving plugging it into my computer. Since I don't have my charging cable with me all the time, I can only do this at the end of the day when I'm at home.

Why is the tracker disconnecting like this every few hours? A response from Fitbit support about this is pending, but I wanted to get your input, too.

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have the same problem with mine.  sync's for two hours and then looses sync and I cannot sync again even with my computer.

[DrTonja]

I think you are right. It must be a fitbit problem with their latest update.  Not Samsung at all. If it were a Samsung issue then they would be syncing with our non Samsung electronics and it sounds like people are having problems with all types of laptops, pcs, and phones.  Fitbit, PLEASE fix the problem.  I really don't want to have to send back the new flex that you had me buy because my One wouldn't sync. 

[Hilary4]

I had success last night.  Google Play Store has a notice that bug fixes were in the latest release dated 11 September.  Downloaded to my phone and when Bluetooth and Location are on, all is good!  Finally!!!

[lucindar]

HiWhich bug  fix did  you download. Great that it's working 


Regards
Lucinda Remane

[Hilary4]

Just downloaded the whole app (deleted previous one).

[lucindar]

hi

I downloaded System repair 2017 from Google playstore.  did the deep scan and my One is still not working.

[pgfrost]

Mine will sync using the computer with the dongle. The Samsung app (Bluetooth off) then gets its data from the computer. When I try to sync the phone with the One, an error message pops up asking to turn the Bluetooth on. Still no syncing between the Samsung & the One. 

[Cher722]

I have tried that with no success, even Samsung couldn't get it to sync after removing and reinstalling. After being on the phone with her for an hour and a half, she admitted she couldn't fix it.

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@lunchmom1 wrote:

I turned the Bluetooth off on my phone and tablet, and just refresh on the computer and everything syncs. even my phone with no Bluetooth. 

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[clrd78]

Didn't work for me.

[mnjclark]

Which app did you update? I already have the 8/23 fitbit app update and
that doesn't fix the problem. There isn't a more recent update out there
for the Samsung S5.

[JohnCB]

Just checking in --- nothing yet on a cure?  Many thanks.

[JohnCB]

Here's the last "We're working on it"  post from the moderator on Sept. 7:

[JudyHorz]

Nothing that I know of.

[Cher722]

Believe it when I see it.