New App crashes with Huawei P20 lite on Android 8

[Normhel]

I'm not able to use the new app. Constantly crashes, won't sync or find my Inspire HR. I've turned Bluetooth off and on, reinstalled the app but nothing. Can you help?

[LanuzaFitbit]

Welcome to the  Forums @Normhel.

Thanks for bringing this up and sharing what you have already tried to get it to work.

In this case I'd like to ask you some further questions to get more details on the matter:

• When exactly did this start happening? 
• Did it start happening after an update or was the app uninstalled and then installed again?
• Do you get an error message when the app crashes?

In the meantime please verify that there is no battery optimization app or other sort of optimization app that could be preventing the Fitbit app from running correctly.

I look forward to your reply. 

[Normhel]

Hi, 

I've been having sync problems for a week or so. When I was offered the chance to try the new look app I thought it might fix things. The new app just doesn't load. Error message pops up asking to kill app, wait or send feedback. No battery optimization activated either. 

[Normhel]

This is the error message

[LanuzaFitbit]

Hello @Normhel.

Thanks for answering my questions and providing that screenshot.

In this case I'd like to you to try some of the things that you have already done but in this particular order:

1. Uninstall the Fitbit app from your phone.
2. Turn your phone off for a couple of minutes.
3. Turn the phone back in.
4. Install the app once more. 

Then try opening the app and navigating through it. Keep me posted on how it goes or if there are any other questions.

I look forward to your reply.

[Normhel]

Now getting this

Now getting this

Done what you asked,app isn't crashing but I am getting the screen shot errors

[myissues]

So glad I'm not alone last few days with similar issues. Today's new problem is the the quick view tiles at the top of the screen are blank. Switched phone off, on, off. reset the charge 3 several times. Switched blue tooth off, switched mobile data off. The Charge 3 appears to be working ok so must be an issue with the app and the Huawei OS

[LanuzaFitbit]

Welcome to the Forums @myissues. Hello @Normhel.

Thanks for sharing those details on the matter and posting those screenshots.

I'd like to ask you both to try using a different internet connection to check if the error message still shows up. If you are using WiFi then change to a different Network or the phone's Mobile Data. 

Keep me posted on how it goes or if you have any other questions on the matter.

[Normhel]

Already tried that. App is fine on work mobile (iPhone 8). So not internet connection. 

[myissues]

Tried using mobile data and wi fi with no difference yesterday and today it seems to be working ok except it's now lost my reminders and still trying to work out how to re-instate them. No it's not a big deal but one of the reasons for getting a fitbit was to remind me to stick to a complex medical treatment regime

[LanuzaFitbit]

Hello @Normhel and @myissues.

Thanks for trying the steps I recommended above.

@myissues I'd like to ask you some questions. What specific reminders are you referring to? Are you talking about the notifications sent by a specific app?

Let's try some further steps to get the app working on the P20 lite:

1. On your phone, open the Settings app > Apps and notifications > Apps.
2. Tap Fitbit > Battery.
3. Turn off the Power-intensive prompt option.
4. Tap Launch.
5. Turn off the Manage automatically option, and turn on the Auto-launch, Secondary launch, and Run in background options.
6. Tap OK.

Please keep me posted on how it goes or if there are any further questions.

[Normhel]

Still having problems, app loads but keeps saying device not found. Takes about 30 attempts to get it to sync. Tried everything I've been asked to do. Seriously getting fed up with it now. 

[myissues]

Looks like my hubby has cracked it. Turned off both the power management for the fitbit app and the high power notifications on the phone. Huawei are due to launch a fix in August according to something he read.