Fitbit App Version 3.9 Constant Crash

[kcronin]

I did an update this morning to Version 3.9.  I also received a security update to my system OS (Android 8.0). My Fitbit app constantly crashes. I've uninstalled the app, restarted my phone, cleared the Fitbit app cache and data, restarted my Versa all to no avail. Is anyone else experiencing the same? I'm running Android 8.0 on a Samsung S10+. I've had my Versa since April 2018. First time I've experienced this type of problem. Everything was working perfectly with app version 3.8.

[JuanFitbit]

Hey @kcronin , nice to see you back! Thank you for your report and for letting us know about the situation with the app. I'll send you a pm to verify some information. Let me know if you have any question 

[Sippijr1991]

I have the same priblem. Please help. 

[SunsetRunner]

@kcronin 

What trouble shooting did the moderator provide for you to do to get this app to work?  

@LostEchoes 

Provided a very detailed post of all the bugs that 3.9 is experiencing that have been with all of the 3.x update versions.  He updated his post to include this bug as well.

I will not update to this app version since I'm not going to deal with an app that's consistently crashing.

[kcronin]

@SunsetRunner  I've not been given any particular instructions on how to fix this yet. I've provided a Bug Report from my phone and that will hopefully provide some insight.

On my own, I've determined that I'm having trouble staying connected between my Versa and my phone. This is a first for me and seems to be linked with the app crashes. If I set my Versa into "Pair" in the Bluetooth connections and reconnect my phone's Bluetooth to my watch, the crashing stops long enough to download my stats. Funny but I'm still getting notifications even though my Fitbit app says "device not found" and the app is crashed. Go figure.

If I learn something,I'll be happy to share.

[JuanFitbit]

Hi @kcronin , nice to see you back! Thank you again for you cooperation and for bearing with me during the process!

@SunsetRunner , I'm glad to see you around in the community! Thank you for your feedback and information about the report that LostEchoes provided. As this app version was just released, our team is investigating why the app crash is happening. The report from kcronin has been from a lot of help . 

@Sippijr1991 , a warm welcome to the community! Thank you for your comment. I'll send a pm with some instructions. 

Please let me know if any of you have further questions. 

[kcronin]

I did say I would report back regarding the Fitbit App 3.9 crashes. After working with @JuanFitbit and sending in a Bug Report it's been radio silence since. My app continuous to crash and since I have it locked so that it can't be put to sleep or closed, the crash notification pops up constantly over any other app I'm using. Super annoying.

Now, tonight, I get notified of updates available in the Play store and one of them is Fitbit. I now have 3.9.1. Hoping for the best that this crash issue is resolved. My notifications have been spotty when normally they work perfectly.

I will report back regarding my experience with 3.9.1 for anyone else who is experiencing the app crash.

[kcronin · Accepted solution]

Fitbit app version 3.9.1 seems to have solved the continuous crash problem. No details from Fitbit regarding the root cause of the problem. 

[LostEchoes]

I though so, too.
Version 3.9.1 on my Samsung Galaxy S7 with Android 8.0.0
But....


A few hours after I reported that the issue has been fixed with 3.9.1, that crash came up.
I will wait for a few days and see how it goes. 

[kcronin]

@LostEchoes  I haven't had it crash since I got the 3.9.1 update. All my notifications are coming through and my Versa syncs as it used to.

I received another Security update to my phone system OS today and I imagined that I would start having trouble again. However, all has been fine. A little Support bashing here but, they have offered absolutely no help. I provided lots of info to them and they provided none to me other than to uninstall, restart and re-install the app.

Duh. 🤦

[SunsetRunner]

@kcronin thanks for the update in version 3.91.  Hopefully,  this version will stay working for you. Let us know if it changes. 

@LostEchoes is version 3.91 still crashing on you?

I don't have this version available on Play Store as of yet do just trying to see how it's working with fellow Samsung phone users. 

[LostEchoes]

@SunsetRunner 

3.9 stayed on my phone only for a few hours. I now have 3.9.1.
I've had one crash with it, too. but will wait to test it a little more before I report my findings.

[SunsetRunner]

@LostEchoes sorry I meant version 3.91.  I edited my post to reflect the new app version. 

Please share your findings regarding this version especially if you continue to experience the app crashing as well as any other bugs besides the ones you posted. 

[LostEchoes]

I've just had another crash on the Fitbit app 3.9.1.
Ok, it seems that they have NOT really fixed the issue, so I'm reporting it as Not Resolved.
Screenshot below.

[JuanFitbit]

Hi everyone! Thank you for your comments and your feedback ! I apologize if I haven't reply with more information, but I didn't receive any of it. 

@kcronin , nice to hear that your app is working fine. Your report was from great help to find a solution. 

Please let me know if you see anything else where we can improve!

@SunsetRunner , could you please provide your phone model and Android version?

@LostEchoes , thank you for your reports, and screenshot. Could you please let us know what steps have you taken? So that I do not make you perform them again. 

I'll be expecting your reply!

[SunsetRunner]

@JuanFitbit I have a Samsung Galaxy S7 Android version 8.0.  A security update was recently done.  App version 3.91 isn't yet available for me on Play Store. 

[JuanFitbit]

@SunsetRunner , thank you for your reply and information. I appreciate your patience. Version 3.91 will be rolled out for those missing it, very soon. Please keep an eye on your Play Store or your automatic app updates. Let me know when you have the update available. 

In the meantime, if you have access to another mobile device or a Windows 10 pc, please sync your Fitbit with it. 

I thank you again for your patience and collaboration. I'll let you know if I receive more information about this situation. 

[LostEchoes]

---

@JuanFitbit wrote:

Hi everyone! Thank you for your comments and your feedback ! I apologize if I haven't reply with more information, but I didn't receive any of it. 

@LostEchoes , thank you for your reports, and screenshot. Could you please let us know what steps have you taken? So that I do not make you perform them again. 

I'll be expecting your reply!

---

Hi.
Samsung Galaxy S7 with Android 8.0.0 and the latest Samsung software update (Security patch level: 1 September 2019)
I had initially installed 3.9, which had the issue with the crashes and was pulled out of the Play Store. So I had returned to 2.90. Then I upgraded to 3.9.1 the minute I got the notification that it was available.
I had one crash with 3.9.1 by clicking on one of the settings (on the Exercise app). 



I deleted the cache and the data and uninstalled 3.9.1. Then I rebooted my phone and downloaded / installed it again. It worked without crashes for a few hours, but then I had a crash again just by trying to open the app (taping on the app icon on my phone).

I'm now back to 2.90 as it is more stable and has less issues in general.

[SunsetRunner]

@Odyssey13 have you had any issues with 3.9.1as far as crashing as was reported by @LostEchoes when he installed the app yesterday?

Another issue is the app getting stuck /frozen on the white screen with the Fitbit logo. 

My phone is  Samsung Galaxy S7 Android version 8.0.  A security update was recently done last week.

I'm still on version 3.8 and very hesitant in updating since as buggy as this app is at least this version works.

@LizzyFitbit @JuanFitbit have the crashing and freezing issues been addressed by the development team for version 3.9.1? Really would like an app that was stable and worked seamlessly before updating and having more issues. 

[JuanFitbit]

Hey @LostEchoes @SunsetRunner , thank you for your replies and information. 

Our Team has been informed, as well as your information has been forwarded for further research. Our Team is already working on a permanent solution for this. If I receive more information I'll let you all know.

@SunsetRunner , I moved your comment here, to keep the Community in order, and avoid confusing other users, that might not have this issue. 

Please let me know if you have further questions.