Authentication problems with Android and iOS apps. Sync issues, clock face problems.

[ArAIROntUXEcUla]

iOS problem:
https://community.fitbit.com/t5/iOS-App/For-months-the-app-has-logged-me-out-automatically-on-iPhone...

Another iOS report, not really solved:
https://community.fitbit.com/t5/iOS-App/I-can-t-log-into-the-iOS-app/m-p/2075554#M63212

Android app problem, not solved like the title would have you believe:
https://community.fitbit.com/t5/Android-App/Android-2-62-App-logged-out-RESOLVED/m-p/2285560#M62465

Another recent report of Android:
https://community.fitbit.com/t5/Android-App/Logged-out-on-its-own-and-i-can-t-logg-back-in/m-p/24034...

According to the chatbots, there is supposed to be an iPad app, but I couldn't find it.  I installed the iPhone app on an iPad 4 running iOS 10.something (not jailbroken).  The app worked fine last night.  Today it was logged out and displayed an error about timing out when I tried to log in.

I am trying the iOS app because the Android app is having the same issue, albeit with a different error message.  Android 6 (rooted, custom ROM) on a Samsung Note 2.  Uninstalling and reinstalling the Android app fixed the issue the one time I tried it.  Using RootClock (XPosed module to hide root access to an app) had no effect on the issue.

I am using mobile apps because Fitbit Connect doesn't work on Windows 10.  It tells me to plug in a dongle (took me an hour to figure out what this meant).  My W10 machine is the only PC I have with Bluetooth 4.0.  Bluetooth 4.0 is required, even if none of the Fitbit marketing literature, to include the box mention it.  The Blaze comes with a USB cable, but that requires using the W10 app to sync the tracker data.  I have disabled the Windows App store for security reasons, so using the Fitbit W10 app is not possible.  One of the chatbots is sending me a Bluetooth dongle, that will probably arrive in a week or so.  I will probably get one today on my own for further testing.

If I can get the apps to work, the Android app has difficulty sync'ing.  A sync will happen 10 minutes later if it happens at all.  A manual sync doesn't appear to work.  I will usually have to enable Bluetooth classic mode, pair it, and then turn Bluetooth off and on again.

The iOS app did not give me issues the 1 time I used it.

I am using the Moment clock face on the Blaze.  The Blaze has twice now changed the step counter to distance of some unknown units.  I want it to display steps, not distance.  I can change the clock face to something and then change it back and that will resolve this issue.  However, changing the clock face is difficult due to the sync'ing issue.  Also, the first time I used the Android app, it took 2 hours before the app could show me the different clock faces.  It seems it needed to fetch some resources from a server and that took forever.

Other things I've done troubleshooting:

* Change my password

* Logging in to the website works fine, both before and after the password change

* Yes, my email address is correct.  That's how it worked the first time.  Android will save your username, but iOS won't

If I didn't have a carrot over my head to get this working (employee benefit), I'd have returned this immediately.  I'm on day 4 of dealing with Fitbit.  I feel like an unpaid beta-tester/QC developer.  I'd be happy for a paid position doing this, but I'd want more better access to the developers.

[RobertoME]

Hi there @ArAIROntUXEcUla, thank you for bring all these details and troubleshooting steps you have tried so far, I understand how frustrating this situation has been for you.

At this moment only a small group of users are reporting this issue still is happening, although in the majority they have been able to log back in. Rest assure we are giving follow up to all these scenarios to investigate further.

After reading your post you mentioned two subjects that I would like to clarify. The Fitbit app is not optimized to run with custom roms or rooted phones like the one you mentioned, so in this case we cannot guarantee the behavior of the app and how it will perform when syncing under this OS. This might be related to the issue with the log in too.

The other subject is that in order to sync with a Windows 10 computer is required to have the Fitbit app from the Windows Store. So if you do not have available the store, I'm afraid there is no workaround in this occasion. The alternative you have here, is to use the wireless dongle that customer support is going to send you and install the Fitbit Connect Software for PC. You can find the link to download it here in order to sync your Blaze.

Regarding your concern about the Fitbit app on iOS, I saw my friend @MarcoFitbit told you in this post that there is not a dedicated app for iPad and the app is the same for all iOS devices.

Now about the Moment clock face for the Blaze, I'm not sure since this clock face will show only numbers and not units as this is part of your Dashboard configuration. Note that this clockface also will give you the option to see all your stats in the same screen, you just need to tap the screen to change the information you want to leave on display. If this is not the beahvior presenting by your tracker, perhaps a restart will do the trick. For more details please take a look at this post: How do I restart my Blaze?

I hope this information is useful and if I come across with new updates I will let you know.

[ArAIROntUXEcUla]

Thanks for taking the time to reply.  However, you regurgitated all the same things I said, so I'm not sure where you're going with that.

I did figure out what was happening with the clock face.  Apparently, if you tap it, the screen will rotate through the various data points.  Steps, mileage, etc.

I still have intermittent problems logging in on both Android and iOS.  For example, this morning, I can't log in on my Android phone.

[ArAIROntUXEcUla]

Last night I tried to sync, and the iOS app would not log in.  I tried posting new threads on the forums, and I don't think they made it through.  Or they were air quote "moderated".  As many people as I see complaining, it would not surprise me that they are limiting or removing negative forum posts.  I have no way of knowing one way or another, but it seems that my posts are somewhat difficult to find.  Pretty sure that qualifies as salt in the wound.

[ArAIROntUXEcUla]

The app won't log in again.  There's an update, and the updated version didn't work either.  Also, the posts where I complained about the app not working seem to be in some kind of limbo:

https://community.fitbit.com/t5/Android-App/Mobile-apps-can-t-login-until-I-complain-on-forum-Androi...

https://community.fitbit.com/t5/iOS-App/Mobile-apps-can-t-login-until-I-complain-on-forum-iOS/td-p/2...

[ArAIROntUXEcUla]

I tried updating the app yesterday, and saw no change in the behavior.

I then downgraded to 2.63(?) using a file from apkmirror courtesy of another user's link on these boards, and that didn't work either.  (I can't find his post now to link to to give him credit, though I could find it yesterday. o.O)

I then discovered that 2 different IP addresses I use have been permabanned.  You can read more on that here: https://community.fitbit.com/t5/Fitbit-com-Dashboard/Multiple-VPN-proxy-locations-blocked-on-top-of-...

[ArAIROntUXEcUla]

Today I am unable to log in to the app on my phone. Again.  Chat support has no idea what I'm talking about. Again.

Fitbit devices require connectivity, so clearly the device is not delivering on its implied functionality.

I have asked for an upgrade from a Blaze to an Ionic for my troubles, and got the canned "our system doesn't support that sort of thing" response.