Android app crashes when checking the HR during sleep and rotating the screen

[Zaat]

I've got a Samsung Galaxy S7 Edge, and a FitBit Versa 2.

When I check my heartbeat during sleep in the mobile phone app, and I rotate the screen (something I use daily), the FitBit app crashes. It does that since 20 May, and it does it all the time. 

The app is up-to-date. I've restarted my telephone, but it keep coming back every time I use it. 

Can this please be fixed? Thank you in advance!

Moderator Edit: Clarified subject

[SilviaFitbit]

@Zaat Hi there. Thank you for the detailed information shared. 

I appreciate the troubleshooting performed prior to posting. I'd like you to try the following: 

- Log out from the Fitbit app 

- Clear the app cache 

- Restart your phone once again 

- Log back in and test this feature 

Hope this helps. 

[Zaat]

Hi @SilviaFitbit 

Thanks for coming back to me! I did as you asked:

- I logged out from the FitBit-app on my mobile device. 

- I cleared the app cache through my settings

- I restarted my mobile phone and logged back in.

But alas, when I go back to my sleep score > recovery > heartbeat during sleep > enlarge > rotate, it still crashes.
It's the only place in FitBit where rotating is crashing. It also crashes in the same place in for instance April. But it only started a few days ago.

I really need this, for I save these image for my personal research, and there's no other place I can get these images from. I'm a premium user, so I pay for this. 

I also have problems with the tiles on the computer dashboard that still isn't solved for months (software issue with a running ticket elsewhere on the dashboard). I don't become very happy with more software  problems.

How can I solve this one?

[Zaat]

Hi SilviaFitbit 

I also deleted the app and installed it once more, but that also didn't solve it.

[SilviaFitbit]

@Zaat Thank you for getting and providing detailed information on what you're experiencing. 

May I know if Chrome was updated on your phone? If it was, check out this page for additional information on what could fix it. If this wasn't the case, attach screenshots or a video showing what you're experiencing to your next reply. 

See you around. 

[Zaat]

@SilviaFitbit 

All my apps are always automatically updated. If I go to the appstore and search for Chrome, it says it was last updated 10 May 2021. My problems started 20 May. My Chrome version on the mobile phone is 90.0.4430.210.

Attached I sent you the error pop up.

Is this enough answer to your question?

[SilviaFitbit]

@Zaat Thank you for the screenshot attached. 

Let's try uninstalling and reinstalling the Fitbit app. Also, try using a different network Wi-Fi, if using cellular network or vice versa. 

Hope this helps. 

[Zaat]

@SilviaFitbit 

I already mentioned on 25 May 10.59 hours that I reinstalled the app with no result. Wifi or 4G doesn't matter either. I switch regularly. I've done everything that I can think of. But this is a software issue.

[SilviaFitbit]

@Zaat Thank you for getting back. 

I apologize for the misunderstanding. The best way to get help for this problem is to chat with us online or give us a call. Click here to get connected. 

See you around. 

[Zaat]

@SilviaFitbit 

I had contact through chat. But do you really think they could do anything for me? Accept for the standard advice that I already had gone through myself? And the standard answer that they will escalate this... and to never hear something about it again?
I'm starting to feel very depressed about the FitBit service.

[SilviaFitbit]

@Zaat Thank you for getting back. 

I appreciate that you shared how you feel about this. Be sure that we're always working to provide a high quality service. Each case is reviewed individually and they'll further investigate it, based in the information you give to them. I'd highly appreciate if you contact them, this way you can receive additional support. 

Once again, thank you for your understanding.