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Fitbit app not working after updating to 3.4.1

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‎11-16-2019 10:46 - last edited on ‎11-18-2019 11:05 by Fitbit Moderator

‎11-16-2019 10:46 - last edited on ‎11-18-2019 11:05 by Fitbit Moderator

Hi,

 

I hope someone can help me with this as I'm not sure what is going on since I installed the 3.4.1 version. 😟

 

I have had a Charge 2 for over 3 years now and my phone is a Samsung Galaxy S4 with Android 5.0.1. Last month I updated the app on my phone to 3.4.1 and since then my tracker and app haven't been working as normal.

 

Just minutes after I updated the app it started syncing in real time with my Charge 2, despite the Bluetooth and sync functions being disabled (I sync my trackers manually).

 

Yesterday, my tracker started to notify me about an incoming phone call for the first time, despite my Bluetooth being off (it always is except for when I sync my trackers) and the app not running in the background.

 

When I tried calling my phone today, it happened again with the same conditions: Bluetooth off, sync functions being disabled and app not running in the background. What's more, when I tested it today, the app synced the steps to those displayed on my tracker when I did the test.

 

From what I've read, Bluetooth should be always ON and the app running in the background, but that's never been my case.

 

I am starting to worry that there may be a security issue and the app enables or can access my Bluetooth without me knowing. 😕

 

Has someone else also had this issue? Any help will be appreciated.

 

Thanks!

 

Moderator edit: updated subject for clarity

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3 REPLIES 3

‎11-18-2019 11:04

‎11-18-2019 11:04

Hi @Mara84. It's great to have you here and I'm sorry for the delayed response.

 

Thanks for sharing detailed information about the Fitbit app's behavior and the steps tried to get it working correctly. Just a question, do you see an error message when you open the Fitbit app? Also, if you tap on your profile's icon, does it say that your Charge 2 synced at that time? If you haven't done so, please try the following:

 

  1. Log out from the app.
  2. On your phone's settings, tap on Apps > Fitbit > Storage > Clear Cache.
  3. Go back one screen and tap on force stop.
  4. Uninstall and reinstall the Fitbit app.
  5. Log back in to your account.

 

I'll be around, keep me posted.

Best Answer

‎12-07-2019 05:15

In response to LizzyFitbit

‎12-07-2019 05:15

Hi @LizzyFitbit,

 

Thank you so much for your reply.

 

I am really sorry for the delay, but only now I've been able to finally test this and reply to you.

 

Regarding your questions, I didn't see any error when opening the Fitbit app. However, it did sync my tracker right when the phone call took place and the notification came through (data was updated and the sync time was the same as of the phone call).

 

The same behaviour happened again over a week ago and with the same conditions (Bluetooth OFF and the app not running in the background).

 

I tried this again today, however, and of the 6 times it only happened once, and because I had the Bluetooth ON. I am not sure if it may have to do with the fact that my tracker's battery was drained this morning (even though it still had over 50% last night when I left it in the drawer). 😕

 

This is all really strange, but from old posts that I read before writing my initial post, it seems that these may be signs of my tracker's life coming to an end? 😢

 

I will do the steps you suggested as I guess they won't hurt, and I'll keep you posted if any other odd behaviours take place afterwards.

 

Thanks again so much for your help.

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‎12-12-2019 20:09

In response to Mara84

‎12-12-2019 20:09

Hi @Mara84. Welcome back to the Forums and I'm sorry for the delay.

 

Thanks for sharing detailed information about your Charge 2 and the Fitbit app, as well for willing to try the steps posted above. While checking your phone's details it seems that your Samsung Galaxy S4 phone isn't part of our compatible devices list and this might be a affecting how the Fitbit app behaves. While it might not always work, I'd recommend to try the suggestions from my post and monitor the Fitbit app's behavior. Our team recently released a new update for the app, so make sure to have downloaded it.

 

About your other inquiry, the battery life will depend on the features and how often they're used. This doesn't mean that you shouldn't use them, but just to take into consideration the conditions that may affect your Charge 2's battery. That said, I'd recommend to restart your tracker, check the tips from this help article and monitor its behavior.

 

I'll be around, keep me posted.

Best Answer