Fitbit app crashes viewing bpm data - Android app version 3.39

[DsvidSlade]

This started today after syncing charge 3. Uninstalled and reinstalled app with same result. Looks like my data is currupted. Tried deleting app phone data with same result. Samsung A50 phone. Has been working for a year before this. 

moderator edit-clarified subject

[Guy_]

Did you try

In Android phone Settings *

Apps

Fitbit

Storage - clear cache [not data]

Force Fitbit shutdown

[though it doesn't seem to fully]

Log back in to the Fitbit app

*Quick Shortcut: Press and hold the Fitbit launch icon, then App info [on some phones]

[brwellwood]

Starting this morning, 2/25/21, my Charge 3 Fitbit app on my Samsung Galaxy 10 crashes when I click on the current or any previous day's heartrate to look at that information. The app just completely closes out. I tried uninstalling and reinstalling the app with the same results. Anyone else dealing with this? I've never had an issue with the app in over 18 months. Thanks!  

[JeffersW]

This just started happening to me too. Very annoying since the heart rate is one of the more important measures for me. 

Yes, I first tried deleting cache, still happened. Then I deleted all the app date and re-logged in. Still happened. Then I tried stopping the app, deleting the data and re-logging in. Still happens.

These are the same things the moderators always say when there is a problem. This looks more like a server problem. Are there app logs someplace that we can open and look at?

Fitbit App version 3.39 on Android v9, system last updated May 1 2020.

[Guy_]

@JeffersW  Can you check the version of the Fitbit App.

3.37.1 was released 28 January 2021 - this may be your issue.

[JeffersW]

App Info for Fitbit App says version 3.39, so could there have been a release between 28 Jan and today?

When I drill down into app info, it says 3.37.1 there. I wonder why it says 3.39 on the first page.

Incidentally, I just remembered that when it last updated it added an app that I think was meant to track steps from my phone if I didn't have the fitbit device with me. I removed that. Could that be the problem? I kind of doubt it since I think I removed that a few days ago.

[JeffersW]

When I go to the app store, search for fitbit, it doesn't say "Update" it says "Open".

[Guy_]

Quite possibly, but it doesn't help as Fitbit don't announce anything, who knows!

This is the first mention of such a version, and could be the cause of the error.

Probably best to contact Fitbit Support directly. They may be able to tell you.

The odd thing is my Samsung S9+ is on V10 and has 3.37.1 - it doesn't seem logical unless you have an odd phone that has different versions.

[JeffersW]

I edited a post above to say it is version 3.37.1. On my phone the version number shows up in more than one place. In one place it says 3.37.1 (correct) and in the other it says 3.39.

[Guy_]

Ah good, that solve one problem, where do you find the 3.39?

[JeffersW]

In "Help & Support" in the app it says: Version 3.39 (20243552) under Account.

[Guy_]

Thats where mine says 3.37.1 (202435550)

then where do you fine 3.37.1? and what does play store offer you?

As yours says 3.39 its the reason for the problem, a bug in that version no doubt.

[JeffersW]

The app store is where it says I have version 3.37.1. And when I go to the App store and search for fitbit, it says "Open", it doesn't say update.

I could try uninstalling and reinstalling, but ug, ya know. What a pain. Guess I will try that next.

[JeffersW]

Yep. that seemed to be the issue: some sort of update mess up. 

I uninstalled and reinstalled. and now my version number matches your in the app and HR data and plots open as expected.

[Guy_]

Thanks for the feedback, but very curious how you had 3.39, unless they released it and withdrew it.

Glad its fixed.

[YukonJon]

I had the exact same issues. I just reinstalled the app and now it shows version 3.37.1 instead of 3.39 and I can access my heart rate chart

[DsvidSlade]

No success. When I reinstall, it is always V3.39 and still cannot access bpm. Play store says 3.39 was released on 24th Feb. So, this coincides with start of bug, so 3.39 is likely to be the culprit.

[LiliyaFitbit · Accepted solution]

Hello everyone! 

Thanks for your participation in the Community and for letting us know about this issue. I appreciate your troubleshooting efforts and would like to confirm that our team is aware of that customers on Android app version 3.39 will experience a crash when viewing the heart rate tile. It should be resolved soon. I am sorry for any trouble, I appreciate your patience and look forward to getting you back on track.

See you around.

[DsvidSlade]

Thank you for your response and follow up.😁

[DsvidSlade]

I would add this comment: V3.39 has improved syncing with the Charge 3. That often failed on previous versions.