My Fitbit app rolled back from 3.32 to 3.11 itself

[HanL1121]

I updated my app to enjoy the new premium features. It was fine in the beginning, but after a while when I opened the app, it crashed instantly. So I deleted app and reinstalled it again, but unfortunately the same issue happened again and again. I did some research myself and learnt that I first have to go to setting force stop the app and uninstall from there and install again. Then I noticed the version 3.32 somehow changed to 3.11, and the storage changed from 288MB to 196MB. I think it has something to do with the version code? I even downloaded android studio on my pc, but it's too complicated to use it. So I came to you for HELP.

Btw, my phone is huawei mate 20 x, EMUI version is 10.1.0. Let me know if you need more information.

Thank you.

Regards,
Han

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there @HanL1121, thanks for stopping by in the Community Forums. I'm sorry to hear that your Fitbit app has rolled back to an old version after uninstalling and reinstalling it, I understand where your concern is coming from. Thanks for the details shared in your post, I'll be glad to help you.

I'd recommend checking if there's a pending update for the Fitbit app (so you can install version 3.32). To do so, please:

1. Open the Play Store app.
2. Tap the menu icon in the top left.
3. Tap My apps & games. If the Fitbit app has an update, you’ll see it in the Updates list.
4. Tap Update.

If your apps update automatically, check the Recently updated or Up to date list to see if the Fitbit app was updated.

I've moved your post to Android App for organization purposes. 

Let me know how it goes. 

[HanL1121]

Hi Marre. Thanks for the reply.

I wrote another same post yesterday in "Android App" because I hadn't received any reply. Please just delete it.

I just did what you suggested. You can see from the photos below that there's no pending update in either My App & game or Recently updated.

I remember last time how I got the app updated was when I tried to use the premium function, and it said "your app needs to update". Then I clicked update. It directly took me to the google play store. But it didn't have a update option. (as you can see from the picture below. currently my app is 3.11) I felt a bit strange but I didn't think it's an issue. and I just unistalled and instealled. Then you know the story afterwards.

Look forward to hearing from you.

[MarreFitbit]

Hi there @HanL1121, thanks for getting back and for the details and screenshots shared in your recent post.

Please note that your Huawei Mate 20 X isn't fully supported by Fitbit. Our Fitbit products are compatible with most devices that have the following operating systems: Apple iOS 12.2 or higher and Android OS 7.0 or higher. For the latest list of devices that support the Fitbit app for Android, see Which phones and tablets can I use with my Fitbit watch or tracker?

Please keep in mind that when a device is not supported and does not meet the require OS we cannot guarantee its functionality with the Fitbit app. It might work at a certain time and then it can stop working out of nowhere after an update. This is because the app is not optimized to that device and any change could impact the performance. 

That being said, I'd recommend to uninstall and reinstall the Fitbit app again to see if this time you do get the latest version available.

Keep me posted on the outcome.

[HanL1121]

Hi, that's very unfortunate news.

On the list, I found Huawei mate 20 is compatible. How come mate 20X is not? and also my android version is 10. :((((

Before updating, I really enjoyed using this app.

Thanks for the reply.

[MarreFitbit]

Hi there @HanL1121. We acknowledge the limitation we have on our part particularly on what you have experienced. We‘re taking into consideration your comments and sentiments with regards to our products and services.

Did you try uninstalling and reinstalling the app again? If you didn't, please try this as our last resource to get the Fitbit app updated.

I'm looking forward to your response. 

[Shaoheng]

Hi MarreFitbit,

I have having the same issue on my Huawei P30, OS version 10 (checked both device and OS is fully compatible with fitbit app). 

Since I got the versa 2 this Monday (4 Jan 2021),  I have had to uninstall and reinstall the Fitbit app at least once a day due to the app stop loading. Every time when I reinstall the app back, it's version 3.36.  It would then stop loading after few launches. When I check the App info in phone setting, the app version changed to 3.11. 

Even though the 'uninstall and reinstall' works, but that's not right.  Any fix available from Fitbit? 

[Shaoheng]

An update.  I found the issue is actually with Huawei App Gallery, not the app itself! 

So, on my P30 the AppGallery has been set to region China and auto update on.  After installing the Fitbit app from Google Play Store, in the phone's Setting - Apps - Apps - Fitbit, it says Version 3.36 and at the bottom says "App installed from Google Play Store".   But after a while (few hours I think), Huawei App Gallery auto updates this app.  Now, the problem is, in China, the latest Fitbit app is still on version 3.11.  So literary the app is being "updated" from 3.36 to 3.11, and that's when the app stops loading.  When this happens, I checked the phone's Setting - Apps - Apps - Fitbit, yep sure enough the version says 3.11 and at the bottom it says "App installed from AppGallery"! 

I contacted Huawei support. They were very helpful, got me to turn off AppGallery auto update, and change the region to Australia.  After that, I reinstalled the Fitbit app from Google Play Store. Checked phone's Setting and it now says version 3.36 and "App installed from Google Play Store".   

After that, I went to AppGallery again (with region set as Australia), searched for Fitbit and it said app "not available".  That to me means that, AppGallery won't have any update to apply to my Fitbit app. 

So far my Fitbit app remain working and the version remains at 3.36.  I will keep monitoring this and will provide update again. 

[Shaoheng]

Further update

Since my last post, my Fitbit app stays on its current version 3.36.  Hope this helps with people with the same issue with their Huawei phone. 

[dvdscr]

Hi,

that's actually the same problem iv'e been chasing on my Huawei P30 for the last 2 months.

amazing that the Fitbit support is so lacking that they sent me to resintall the app every time it reverted instead of just pointing me to the App Galery.

thanks very much for the help, it was a life (Sense) saver 🙂