App Crashing Suddendly

[davem59]

Hi.

I've had a FitBit and the app installed on my phone since June 2016. Both have worked perfectly.

Last week I bought a new Versa. Since then, the app has crashed every day.

Why is this?

Moderator edit: Clarified subject

[LanuzaFitbit]

Welcome to the Forums @davem59.

Thanks for sharing those details and congratulations on your new Versa. Let me help you figure out what is going on.

It is possible that it is related to where the app is installed. If it is installed on an external drive, like an SD card, then that could explain why this is happening. Let's check on it:

1. Go to your phone settings.
2. There look for the apps settings.
3. Once you are in those settings try to find the Fitbit app and tap on it.
4. Now see if it installed in the phone's internal memory or on an SD card. If it is on an SD card, move it over to the phone's internal memory.

That should help so that it doesn't crash anymore.

Let me know if there are any further questions.

[davem59]

Hi, thanks for your reply.

The app is in phone memory which is where it's been all the time.

It's never crashed before and the problem started as soon as I started
using my Versa.

[LanuzaFitbit]

Hello @davem59.

Thanks for checking on that and letting me know.

i'd like to ask you some questions. Has the app continued to crash since your last reply?  Also, what Fitbit did you have before your Versa? What phone are you using?

In the meantime, please check that you are using the latest version of the Fitbit app. You can click here to read more about it. Additionally verify that there it is not related to some sort of battery saving app or security app that could be closing the app when it uses the Bluetooth and thus more battery usage, or when it tries to upload and download data from our servers. 

Let me know if you have any further questions.

[davem59]

Hello again and thank you for replying.

My FitBit app still crashes. The app is the latest 2.83 version for Android.

Prior to getting my Versa, I had a Fitbit Zip and a FitBit One.

The App has been installed on my Motorola G4 Plus for more than 2 years and
has been totally problem free so my question is...

Is the crashing of the app being caused by the versa or the latest version
of the app...?

The app was updated in November and I still had my Zip then and no issues
were encountered so...

Nothing has changed on my phone in relation to power saving apps or
security apps.

The only things that have changed are the new updated app and the arrival
of Versa.

Interesting...

[joymerry]

move the app over to the phone's internal memory if you have installed it in your SD card. It may be help

[davem59]

That's where it's always been...

[LanuzaFitbit]

Hello @davem59 and @joymerry.

Thanks for reaching back.

It is possible that one of the latest updates to the app was not properly installed and is causing this to happen. It is not possible for the Versa to change anything in how the app works, so that couldn't be what is causing the crashes. Let's try uninstalling the app and installing it again to make sure that there isn't a file that was incorrectly installed or missing.

Let me know if you have any further questions.

[davem59]

Yesterday, my FitBit app updated which was a bit surprising as it only updated less than a month ago...

I was wondering if it's just a coincidence or whether it was cure for the crashing that I'm getting since the last update. Happy days...! 

Unfortunately not. Normal service has been resumed and it crashed again today.

How can I have a piece of wearable technology which relies on a connection to my phone to work but has an app on the phone which doesn't work properly and keeps stopping?

It's very polite and tells me when it's stopped, but really?

I've had the app on this phone for over 2 years without any problems but now it has issues. What have you done?

I'm going to do a full factory reset on my phone over Christmas and re-install all my apps. It will be interesting to see if this cures the problem of the crashing app.

Watch this space..

[LanuzaFitbit]

Hello @davem59.

Thanks for the update.

Did you try uninstalling the app and reinstalling it as I mentioned above? Also, let's try to go contrary to what my first reply mentioned. Let's try moving the app to the phone's external drive and see if that improves the stability of the app. 

Keep me posted on how it goes and any questions you might have.

[davem59]

There's no option to install the app on the SD card on my phone so it's in the internal memory which is where it's been for several years.

[davem59]

I've done a full factory reset on my phone and wiped averything and reformatted my SD card.

I've re-installed and set up all the apps including the Fitbit app.

At first all seemed well and the app found my Versa but that's about all I could do.

I wanted to put my cards back into Fitbit Pay but the app would not recognise the PIN on the Versa. It kept saying that there was a problem and giving a "error connecting to versa" error message.

I couldn't remove the PIN from within the app as it kept coming up with the same error.

In the end, I uninstalled the app from the phone and did a factory reset of my Versa.

I reinstalled the app and did a fresh install of the Versa and so far all is well and I haven't had any more crashes. Yet...

I googled this error message and it would appear that I am not alone with many people having similar issues and getting the same error message.

I believe it would be very prudent for Fitbit to sort this problem out before the nessage spreads and you start losing customers.

I seem to have sorted the problem out but it was very time consuming and really shouldn't have happened. If I get any more crashing issues I will let you know but you won't be top of the list...

[LanuzaFitbit]

Hello @davem59.

I apologize for the delay in my response.

Thank you very much for sharing all of the steps and processes that you went through to get your Fitbit app to work correctly. Hopefully it will continue to work correctly.

If you have the time, maybe you could visit one of our Discussion boards. There are lots of different topics to talk about with other users so maybe you will find something for you. 

Let me know if you have any further questions.