Pixel Watch reboots during exercise tracking since November update

[Mpenny1001]

Since my pixel watch 1 received the November 5 2024 update last week, I can no longer track exercise.  A minute or two after I start tracking any activity (e.g. aerobics, strength, yoga, etc), the watch shuts off and then eventually reboots itself after a few minutes.  On both the watch and my phone (pixel 7) I've cleared Fitbit cache and storage, logged out and logged in,  made sure the app and device OS are updated, turned off GPS in Fitbit - nothing helps.  I've seen a few other reports on reddit, etc with others experiencing this, but no one has found a solution.  I contacted Google support last week, who transferred me to Fitbit Support and was told it was being escalated to a higher level support team and I'd be contacted.  I've heard nothing back and my watch is fairly useless to me a this point since I can't track my exercise.  I've also not found a way to keep my heart rate displayed during a workout even with Always on Display turned on - the tile that shows the actual real time heart rate doesn't stay updated and/or closes out and goes make to my normal watch face.  How do I get help for this?

[Migfrid]

Exact same issue here, with no luck finding a solution 😞

[Gr4ndp4]

Hi, @Mpenny1001 & @Migfrid, Welcome to the community. I believe this is a Pixel Watch issue rather than a Fitbit issue. Under these circumstances use this "Customer Support" link, work through steps one & two then use the Contact Us option & use the phone or Chat for prompt attention. I had a similar experience with my PW2 (which was still under warranty).

I hope this helps.

Cheers

[Migfrid]

I already did those steps and they left me with basically, "we don't know what's wrong, we escalated the issue but you'll never hear back from us. Goodbye."

I don't see how this is not a Fitbit issue since it is the app causing the crash. Other apps with workout tracking and heart rate monitoring (IE Strava) do not cause a reboot. 

[Mpenny1001]

Thanks for the suggestions, but like @Migfrid, I also started with Google support who said it wasn't their issue and transferred me to Fitbit support. 

[Gr4ndp4]

Hi, @Migfrid & @Mpenny1001, As I mentioned my PW2 was under warranty it was replaced. I've not seen similar problems reported on the PW forum or here, you can be sure that if it were a Fitbit issue we would have seen it mentioned here rather than Reditt. You might consider trying the customary PW workaround by Factory resetting your PW's. When you Delete the Fitbit app on your phones the belt & braces procedure is to Go to the Fitbit app on your phone>force stop>clear storage & cache>uninstall>restart your phone>re-install the Fitbit app & set up again with your Google account.

Cheers

[Mpenny1001]

Thanks again @Gr4ndp4 .  Unfortunately, I did do all those things (multiple times) and it still doesn't work.  Something is just broken and since my PW1 is no longer under warranty, I'm beginning to think it's just essentially an overpriced timepiece for me now.

[Migfrid]

@Gr4ndp4 

Same. Tried all these options. No luck. It is either a Fitbit issue or PW issue. Hard to say since I received PW and Fitbit updates as t the same time. 

I'm not sure why this thread doesn't count as "being reported here" in addition to what has been found on Reddit. In any case I appreciate your efforts and suggestions to help resolve the problem. 

[scottawright]

I just spent the last hour on the phone regarding this. First with Google, they had no idea about it and sent me over to Fitbit. Fitbit had no idea about it and decided that I consider warranty options 🤦‍:male_sign:.

How are both of these teams this clueless about the issue? 

[JuanFitbit]

@Gr4ndp4 Thank you for your help !

Hi everybody else! Thank you for your messages and taking the time to contact Support. 

In order for our team to investigate this, could you all please confirm the following?:

When the Pixel Watch "reboots" do you all see the while G logo for multiple seconds before turning into the color G logo, does it change immediately to the color G or  you don't see any G logo during the "reboot"?

[Mpenny1001]

I have to press the crown now to get it to restart (it used to restart on its own).  I see the white G for some time (it was about 20 seconds when I just timed it) which then switches to the colored G.

[Migfrid]

If the watch does reboot it goes to a white logo for several seconds then to the color logo. 

If I have to turn it back on manually it goes to white logo for several seconds and then color logo. 

[Emma_T]

@Migfrid Thank you for the Strava recommendation. I've been waiting for Fitbit to fix the exercise tracking feature in the app for three months. I started biking in August. Hopefully, Strava will provide some much-needed data on my exercise activity.

[truongvu3]

I have the Pixel Watch 1 and I am experiencing the same issue while tracking activities. It's been a disaster, and the watch is basically useless now.

When I restart my watch manually before tracking a workout, it works for about 20 to 30 minutes. After around 30 minutes, the watch just crashes, and the next thing I notice is that the screen is black. I then press the crown, and the watch reboots. When I start tracking again, shortly after the watch has rebooted, it reboots itself within a minute. This happens every single time.

The worst part is that I am just past the warranty period. I already did a factory reset, multiple actually. Is Google letting us down here?

[alexthecat]

@Mpenny1001 @truongvu3 @Emma_T @Migfrid I had this same issue with my Pixel Watch 2 about eight months ago. It did eventually get fixed in a Watch update.

If you haven't already done this, I would suggest sending feedback to Google through the Watch app on your phone. Select "Tips & Support" and follow the prompts to Send Feedback. I will also see if I can find more info about this problem.

[truongvu3]

I've just done that, thanks. I am really considering getting the Pixel Watch 3 now cause I just want a functioning watch. 

[Mpenny1001]

I'm sorry to hear others are still having this problem.  I've received absolutely no help from Fitbit or Google Support, despite filing tickets in several ways.  i eventually get a response asking for more information, which I promptly provide (including a video of the problem), am then told I'll hear back in 24 to 48 hours, don't hear anything for at least a week, and then am told to do a factory reset even though I've already indicated I did that and it didn't help.  I respond, again saying that I've already done several factory resets and it didn't help, and then I hear nothing back.  I will not consider a Pixel Watch 3, and will not recommend any Pixel product to anyone I know and like (maybe to someone I don't like...), given the complete lack of support. 

[truongvu3]

This sounds really frustrating. Honestly, the way how any support request is handled is simply abysmal. The fact that we, as customers, have to differentiate between a Google or an Fitbit issue alone is very annoying. This is a Pixel Watch and Google is the producer, hence, there should be ONE support channel. I mean Fitbit and Google are one company now. 

The Fitbit app not working is not a "Fitbit" problem. This is essentially the most important feature of the watch so it is very much a Google problem. Why can't you just offer a replacement like Apple does with their products?

[JuanFitbit]

Hi everybody ! Thank you for your messages and feedback. I've passed your info so that the team that is looking into this is aware of all developments that you are describing. 
If any of you notice anything please do not hesitate to share it here. Although I do not post here everyday, we are monitoring the thread and passing the info you all provide

 We appreciate your collaboration. 

[truongvu3]

Hello again, I made some observations I want to share. 

Instead of tracking my workout with the Fitbit app on my PW1, I tried to use Strava. My Strava tracking automatically ends after a while, just like Fitbit, and tells me that my tracking has ended. I even activated touch lock to make sure that I wouldn't end it accidentally. Still the same problem. The only difference is that it doesn't crash my watch and make it reboot. 

The second problem is that none of the activities get synced with my account anymore. I just recorded a 30min strength training with the Strava app on my watch and there is nothing tracked in activities when I check on my phone. 

Idk what is going on with my watch but I think I'm gonna dump it.