Logged out unexpectedly

[Dazbert]

Hi,

This evening the app logged me out, completely out of the blue, and wouldn't let me log in again. I went to the website, and couldn't log in there either. Saved passwords on 2 separate devices didn't work, so I know I hadn't mis-remembered my details. I had to request a password reset to get back in.

I've only been using the device since Wednesday, and I've had problems syncing, pairing, using GPS and with exercise tracking being cancelled without me touching anything. And now I get locked out of my account.

It would be great if someone could explain any of this.

Thanks,

Darren

[DavideFitbit]

Hello @Dazbert, it's good to see you around in the Community forums. Sorry for the late reply. 

Thank you for sharing this information about your app or dashboard logging you out from your account. There were several users who reported this behavior in the last few days, but it seems that it's been resolved for many of them. Could you please confirm if you're experiencing this difficulty? 

If you're still having trouble with this, try to force quit the app, restart the phone and then try to log back in to your account to check if you get the same error message. Also, check if you're still experiencing the same in the computer. 

Regarding the difficulties you mentioned with syncing, pairing, using GPS and with exercise tracking. Could you please provide a few more details about what you've been experiencing, or what difficulties have you found with these features?  

In the meantime, about the syncing problem you're experiencing, please make sure that you've tried all the steps listed here to resolve syncing problems and check if the mobile device you're using is listed here as a compatible device to sync with the Fitbit app.  

Please keep me posted. 

[Dazbert]

Hi Davide,

Thanks for your reply. The logging out issue hasn't happened again, so hopefully it was a one-off glitch.

The GPS issue is still a problem. I've tried the steps to resolve syncing issues, and my device is compatible (Samsung S8). I didn't get chance to test it until today, and syncing works well enough that I don't necessarily notice any problems. But before I got on my bike I thought I'd check it to see if there was a connectivity issue. First thing I noticed was that it hadn't synced for 28 minutes, which seemed like quite a long time (always connected and all-day sync are both on). So I hit Sync Now, and after a few seconds trying I got a red exclamation mark. Eventually it did sync, but it took a long time (30 seconds or more).

I then went to Exercise/Bike, and within a few seconds it connected to my phone (it usually fails). So I was pretty excited by that. I put the phone in my pocket to ensure it was near my wrist, but within a mile and a half I was registering 0mph, as I'd been disconnected again. Every 10 minutes or so (maybe you can query the data with more accuracy, I'm just guessing by looking at the tracking on the map) my wrist would buzz and I'd be temporarily reconnected. But only for a matter of seconds, and then it would die again.

So it seems that all permissions are correct, otherwise it wouldn't log GPS ever, but it struggles to connect to the phone, and then when it does so it can't maintain the connection.

For what it's worth, I've updated the firmware, updated the app, checked for phone updates, removed all other bluetooth devices, temporarily disabled wifi, unpaired the Charge 3 and added it again (for some reason, the second time I did this I couldn't find it again and it only reappeared the next morning), charged it, and checked that background activity is allowed and battery use is not optimised.

Thanks in advance!

[DavideFitbit]

Hello @Dazbert, it's great to know you're no longer having trouble with the app logging you out. 

Thank you for your response and confirming that you already tried all these troubleshooting steps to improve the GPS connection. 

Before considering other options, please try to perform a standard restart procedure on your device and check if you continue to experience the same behavior during your activity. 

Please keep me posted.