Fitbit andriod app fails to load map data

[JDionic1]

GPS tracked runs on the Ionic no longer display map information in the Fitbit Andriod App.  This includes new and previous GPS tracked running events/activities.  Failure observed starting on 6/20 or 6/21.  Instead of the map image, all GPS-tracked events display the never ending "loading circle".  Fitbit app version 2.95 running on Android 9 (Pie).  Shutting down Ionic and restarting did not fix map load problem.  Restarting Fitbit App and phone did not fix the problem either.  Map information is successfully loaded and displayed when logged into Fitbit website and viewing information on the dashboard.  But I want to see it on my phone...

Anyone can help?

[RicardoFitbit]

Hi @JDionic1 thanks for bringing this to my attention, I'm happy to give you a hand with your concern and also give you a warm welcome to our Community Forums. 

I appreciate all the details that were shared with us in your post, certainly this is not the way we designed the GPS map feature to perform. To better assist you, can you please let me know which mobile device you're currently using? Also, when was the first time you experienced this and how many since then? I appreciate your effort and time troubleshooting your Ionic and your mobile device prior posting, please provide me with the information previously requested to move forward. If possible, please provide an screenshot of what you see when tapping on the map. You can see: How To: Add An Image To Your Post and for more information about GPS tracking please check: How do I use the Fitbit app to capture GPS data?

Looking forward to your reply, let me know if you have any additional questions. PS: I've moved your post to the Android board. 

[JDionic1]

RicardoFitbit,

Thanks for offering to help.  The device I'm using is a Nokia 6.1 android phone.  The maps loading issue wasn't a problem until recently.  Once the app failed to display the GPS tracking data, all previous maps wouldn't load.  Attached is a screen shot showing the ever-spinning wheel indicating the a map is trying to load.  However, the problem has partially resolved.  I've gone on a couple of runs since my original post and both of these runs, mapped using the iconic's GPS, have loaded properly in the app (and in the dashboard seen in web browsers).   But the previous runs still fail to load the map data on the app (again, they load correctly and are visible through the dashboard in web browsers).Iconic GPS maps fail to load in Fitbit app...

[RicardoFitbit · Accepted solution]

You're welcome @JDionic1 your reply and update are appreciated, sorry for the delay in replying your post.

First, I'd like to appreciate all the information that was shared in your post, thanks for attaching a picture too, such information helped me to better understand your concern.  Let me share with you that the Nokia 6.1 is not currently listed as a compatible device with our products and services, therefore, you may experience certain difficulties with it. I'm aware that some users are able to use non-compatible devices with our Fitbit products, however, we cannot ensure a proper function of all its features (just as the maps situation you're currently experiencing) due to this compatibility concern. Therefore, I recommend you to try the below steps but if you continue experiencing this, try with an alternative compatible device:

1. Uninstall the Fitbit app

2. Reboot your Nokia mobile device

3. Reinstall the Fitbit app

Let me know how it goes. 

[FitColin]

I have had exactly the same issue with a Samsung S9+.

I uninstalled the App, rebooted the phone, and reinstalled the App and the maps now display ok.

👍👍👍

[JDionic1]

I'd hoped for a solution that didn't require a re-installation of the Fitbit app.  I found that this problem had been reported many times over the past few years with many devices (and thus, many android versions).  Must be a bug in Android or the Fitbit app.  So I uninstalled and re-installed, and now all maps load.

[JDionic1]

Thanks!  Seems like a lot of us have experienced this bug...  had hoped to find a solution that didn't require re-installation, but it wasn't a big deal to do it.  Just a little frustrating... as apparently you already know!  Thanks again.

[Ted_L]

I am concerned that the "acceptable" fix for this issue is to uninstall/reinstall the app. I have had to do this several times over the past few days. I find the latest update to be very frustrating throughout the day especially when I look through the community forums.

I have a Motorola G5 running Android 8.1.0 . My Fitbit is a Blaze with Version Number 17.8.402.1 . Android app version 3.0 (20213402) last re-install Monday July 1, 2019. The version current mid June ran well and would like to go back to that version. This older version is installed on my tablet and runs well, I use this version this week for most of my food tracking due to issues with the newest app on my cell phone.

Problems and current solutions:

1. Slow responses when selecting a function such as logging food, exercises or just about any selection from the dashboard includes getting a black screen for several seconds during wait time., Solutions include waiting it out, logging off, clear cache , logging back on,then waiting it out.

2. App crashes - restart app and try again. - Never had this problem before.

3. App looses connection with phone while tracking exercises such as outside walking and bike riding. This problem has been bad for past 9 months, worked fairly well most of June 2019 but fails daily after last update July 1 2019. Fix has included rebooting both watch and phone, sometimes just restarting the app. and sometimes will eventually connect back on it's own however the tracking may only show a small porting of exercise or no mapping at all. Blaze classic always stays working so does Bluetooth headset.

4. Every morning app updates then immediately returns to show previous day's information. Fix is to log off, close the app, delete cash then start the app and log back on.

Is there a way to go back to the older dashboard?

[Bella88]

I am having the same problems. Already did all the troubleshooting, but is not working! 

[JDionic1]

Even uninstalling and reinstalling the app didn't fix it?  Try deleting all data from the app prior to deleting it.  Just a guess, but sometimes apps leave data on the system to use if reloaded, in this case that's where a problem might be.  I deleted all app data before doing the uninstall and reinstall process, and that's what worked for me.

[fitkam]

Just encountered this problem with a Pixel 3 XL.  The map displayed when I first opened the app but subsequently just shows the spinning wheel.  I've tried all the troubleshooting, e.g., force stop, delete and reinstall, log out then back in.  Nothing resolves this.  The map is correctly displaying on the website dashboard, but will not come back up in the app.

[BrianFitzSGJ]

Pixel 3 here, having the same issue. All maps appear and can be viewed on the web dashboard, but they won't all load in the app. Clearly the data is present in the Fitbit servers or the web interface wouldn't be showing them, and it clearly is not a device issue because the maps are recorded and we're initially visible in the app. Fitbit needs to get there server side issues fixed. I'm seeing reports of this back to 2017 and it's still randomly occuring?

[JDionic1]

BrianFitzSGJ,

Yeah, sorry to hear you've had the problem too.  But I don't think it lies on the Fitbit server side of things.  I think the app/data on our phones get corrupted in a way that prevents the maps from getting loaded.  Seems like everyone who completely uninstalls the app (regardless of phone model or Andriod version) and then re-installs the app gets their maps back.  Worked for me, but was a frustrating fix.

[BrianFitzSGJ]

I've uninstalled,. reinstalled,. cleared app data completely and then uninstalled and reinstalled again multiple times. It's just a single map that's not loading on the phone app, but nothing I do is fixing it. When the app is uninstalled all the data is removed from the device. I verified this in the Android file system. I do product support for the Pixel 3.

[JDionic1]

Forgot to add... which might be linked to the Fitbit server side... for some people the reinstall didn't fix the issue, at least not immediately.  In my own experience, I've had this happen two or maybe three times.  Twice I uninstalled and re-installed, and that fixed the issue usually immediately. I think that scenario played out twice.  But another time the issue self-resolved after several hours... like a day or more: I was kind of busy and didn't feel like going through the uninstall/re-install process, then miraculously the maps re-appeared.  But I'm not sure that I didn't also have an update install during that episode that might have fixed it. That's all the help I can be.  Lucky for me it's been months since the map display issue has been a problem.  Good luck to you.

OK, last though.  I should have written down what I did each time.  I'm pretty sure that at least once I hit the factory reset option on my Ionic as part of my attempts to get the data to display properly on the phone.  This after watch shutdown and restart didn't solve the issue. It was a pain to configure my watch again, but I was desperate.  So you might try that if you haven't yet.  I understand that it's a random shot in the dark, but the data's there on Fitbit's servers, but it's not getting to the phone.  I recall wondering if something was corrupted on the watch that conflicted with the data on the web, that the app might not display the map properly.  Didn't make sense to me that the app would be written that way, but I gave it a shot when I also uninstalled and re-installed the app (at least once).  Again, all random shots in the dark...

Moderator edit: merged reply

[BrianFitzSGJ]

I appreciate the suggestions. Unfortunately, that did not work either. It was just a single activity from today and the map data is not super critical or anything, so I'll be fine. I decided to try some other Android devices I have here, my other Google Pixel and my Chromebook which you can install Android apps on, to see if they would load the map. That same map will not load in the fitbit app on any device I have, so I'm leaning towards this being a fitbit server side issue. Either way, the stats are still counted and the map is visible through the web dashboard, so I think I'll just leave it as is.

Thanks again

[JuanJoFitbit]

Hi everyone! due to the recent events, I apologize for the delayed response. However, thank you for participating in our Fitbit forums.

I'm sorry to hear that your Fitbit app doesn't show the map correctly. By the way, thank you for troubleshooting this issue before contacting our forums.

Please provide provide a screenshot of the page that doesn't show the maps properly. Check out this post, which explains how to add images to your posts.

Looking forward to your responses.

[CarolMR2]

Map not loading. It showed when I first got home from the walk, then failed to reload after that.
I've read through several posts about this issue, and followed all the suggestions (i.e. re-installing the app, etc) with no luck.

• Any new ideas?
• Tried to upload picture, but unable to locate either photo icon or "text editor tool bar"