Exercise app crash

[MattFitbit]

Update 5/1/20: This issue has been resolved with the release of 3.19.2. Please update your app if you haven't already.

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Hi everyone. We’re aware of an issue that may cause the Fitbit app to quit unexpectedly when you open the Exercise tile.

To fix an issue where the Fitbit app unexpectedly crashes when you open the Exercise tile, follow these steps. Note you’ll need to log back into the Fitbit app with your email address and password.

1. On your phone, open the Settings app.
2. Tap Apps > Fitbit > Storage.
3. Tap Clear Data.
4. Open the Fitbit app and log in.
5. Be sure to accept the requests for your phone to access your location, notifications, and other settings.

Thanks for taking the time to report this issue. I assure you that our team is aware and working on finding a resolution. I will be sure to keep you all updated as more information becomes available.

[Clmichelle3]

Will following these steps delete your excersise history ?

[SunsetRunner]

No, I cleared both storage and cache. It fixed the problem and all my data is still there. 

I assume the data is held on fitbit's servers and not in the app itself. 

[PD710]

No - it deleted nothing.Kind regards

Sent from Yahoo Mail on Android

[KateinRome]

I think my problem is greater,l just thought it might be linked to this issue in some way. My Ionic stopped working while I was running (the battery may have run out). When I got home I tried to recharge it and eventually it recharged, although I noticed that I could no longer see green lights on the back. But the watch wouldn't switch on. I therefore did a reset. Then I had to set it up again. The application says there is already an Ionic set up on my account, so I tried to replace it. But every time I try, it gets stuck on "connecting to tracker" . I have tried resetting again, redownloading the app, restarting my phone, but it is still stuck.And still no green lights

[Corr]

Hi @KateinRome 

There also is a Product Help Platform for the Ionic. Maybe you can find help or an answer to your question over there.

[SteveCollis]

If I 'Clear Data' will i lose all my historic data?

[Paul-J-001]

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If I 'Clear Data' will i lose all my historic data?

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You shouldn't do.

I 'Cleared Data' and then logged back into the app and all my existing data was still there.

[SrRojo]

Hey @MattFitbit 

Ive noticed a lot of people saying that they clear the cache and uninstall the app, but few are saying that they actually cleared data or storage. Clearing the cache and uninstalling the app do not clear your data on an Android phone. You still retain all of your app settings when you do either of those things. You should update the original post to highlight this point. 

[Corr]

Hi @SteveCollis , several users reacted on this question. You can find their answers above.

Good luck 👍

[PD710]

I followed someone else's 'cure' - deleting the data - and that worked

Sent from Yahoo Mail on Android

[Springerwoman]

I didn't , but my husband has. He couldn't recall ever even setting up with a password and when he he requested reset password he did not get one. Mine came almost immediately did not lose anything. My husband had to redo the app from scratch on his same e mail but sadly everthing has been lost. Perhaps he should have waited a little while longer to see if fitbit fixes this. My fitbit bit is an older model alta hr and his is an inspire hr. Maybe that's the difference.

[Char.lou]

 SrRojo even the first post says to clear data. It’s been mentioned many times.

[Corr]

Hi @SrRojo , @MattFitbit stated clearly you only have to clear the data, that you do not have to reinstall the app. Normally you only uninstall the app if there are no other options left.

[PD710]

Yes mine is an Alta HR and it worked perfectly for me
Sent from Yahoo Mail on Android

[Ozbeth]

Of you select 'delete data'...it says 'all app data will be deleted permanently'... do I really want to do that?

[Mart55]

Happens to me too since yesterday. Huwawei 20 lite

[SrRojo]

@Corr @Char.lou @MattFitbit 

Hello, I understand exactly what Matt's first post said. What I am suggesting is that he add some clarifying language for those who didn't. I am not suggesting that people uninstall and reinstall the app. Despite your claim that it is a last resort, it actually does less than doing what Matt said. 

Android is designed to retain your app data after you uninstall, unless you delete the app data directly. Deleting the cache nor uninstalling the app does this action. 

Matt's original post does not make this distinction. It says exactly what to do, but not what not to do: 

Thus a lot of people are taking the wrong action, and thus seeing no improvement:

This is only a small snippet of the large number of people who are probably unaware of how Android data management works, and are performing the wrong action. I think some clarifying language would help, that's all. 

[SrRojo]

@Ozbeth 

Yes, this is the step Matt is directing you to take. In most cases, this will not delete the information available in your Fitbit app, because the important things (steps, calories, sleep, etc.) are stored on Fitbit's servers.

[PD710]

I have suggested nothing - just merely followed the suggestion to fix the exercise problem.  This worked for me and I posted a thank you for the help

Sent from Yahoo Mail on Android

[Ozbeth]

Sorry didn't mean to reply to you! I meant to reply to the advice from
Fitbit! Glad it worked for you