Update causes phone to freeze/crash

[lmalex]

My phone automatically updated the fitbit app on Friday 1/15/16. Later that day my phone locked up, so I restarted it. I didn't think too much about it, except that my phone has only locked up maybe once in the last year so it was a little unusual. But after that my phone started locking up every three hours or so. The only change had been the fitbit update. I uninstalled, and reinstalled the fitbit app, but the crashes/freezes continued.

I've now uninstalled the app completely, and my phone is working again. But I liked being able to use the android app. Has anyone else had this issue? I'm hoping it's just a bug in the update that will be fixed? For now I guess I'll update via the PC.

Moderator edit: edited title for clarity

[SunsetRunner]

Welcome to the Forums @lmalex! I must say that I found this very weird. I've updated the Fitbit app to latest version, the phone and app have been working smoothly. I recommend installing the Fitbit app one more time. If the issue happens again, log out from the app and try clearing the app's information by doing the following:

• Head to the phone's Settings menu. ...
• Find Apps (or Applications, depending on your device) in the menu, then locate the Fitbit app.
• Tap on Clear data, reboot your phone and reopen the Fitbit app.

That should bring back everything to work as it should. I'd also like if you can share with me your phone model and Android version. That will allow me to further investigate this matter.

Keep me posted.

[lmalex]

I will try that tomorrow. Currently the app is uninstalled, and I've had no problems with screen locking or freezing. I uninstalled fitbit yesterday, and I want to give it some time to verify no problems with the phone when the app is uninstalled. I'll install tomorrow, and if the problems start again, I'll know for sure it's the fitbit app.

I'm using the LG Volt, Android 4.4.2, and had no problems with the app prior to the update last week.

If your update requires a more powerful phone than previously, is there a way I can install the app pre-update?

[ErickFitbit]

@lmalex Did reinstalling the Fitbit App for Android resolve the issue you were experiencing? Just wanted to check in to confirm if you were able to get back on track. Thanks for any updates in advance.

[lmalex]

No that did not work. I reinstalled, and cleared the cache as was suggested. The app worked for a while, but a couple of hours later my phone was locked up again. However this time I did see a "the fitbit app has stopped working" message right before the phone locked up. Once it locks up I can't even restart without holding the power button because the screen  is totally unresponsive.

Is there anyway to go back to the version before the update because that was working. Having the app available on my phone is a big part of the fitbit experience. Without it, there just isn't the same value.

[Snare]

I'm having the exact same issue with the exact same phone (LG Volt) and the Fit Bit app. Phone locks up completely at random times and I have to hard reset it to get the phone operational again. I tried as suggested and uninstalled the app and the issue does go away. 

I've been using the Fit Bit App on the same phone for over two years and never had any issue like this before.

[ShellyM2006]

Mine too! I also have Volt

[ShellyM2006]

My so and I both have Volt and ate experiencing the same problem. Is there a way to get the app before the "update"?

[lmalex]

Is there a way to make the previous Android App available? I liked the app better than the desktop version, but I've to take it off my phone because of the problems with the new update. Thanks

[ErickFitbit]

@lmalex Which Android device model and OS version are you running (examples: Android 5.0, 5.1, 5.1.1, 6.0)? Also, is it occuring during a specific process like clicking on a specific tile or beginning a MobileRun activity?

There is no way to roll back the update from the Google Play Store.

@Snare@ShellyM2006 Which Android OS version are you running (examples: Android 5.0, 5.1, 5.1.1, 6.0)? As well, is it occuring during a specific process like clicking on a specific tile or beginning a MobileRun activity?

[lmalex]

It's listed in an earlier post - LG Volt, Android 4.4.2

I understand you can't pull it back from the google play store, but hoped I could get it another way. The update was automatically loaded on my phone, so I couldn't stop it.

The lockups are random, and happen two or three hours after restarting the phone. One time I saw a message flash quickly before the phone locked saying the fitbit app had stopped. It sounds like a memory leak. Once the phone locks, if I restart it I get another 2-3 hours before the phone locks again.

Because I need my phone to work reliably I've had to remove this app and leave it off. I never had lockups like this before the update, and I don't have them now that I've removed the app.

[lmalex]

I noticed a new update was posted to the Play Store dated 1/25/16. After installing this update I'm now able to run the app on my phone again. Anyone else who experience the issues with the fit bit app crashing their phone should try the 1/25 update.

[Incoming]

I purchased my fitbit on Feb 13th.  Installed the software on my Samsung galaxy Note 2, updated when prompted to do so and the freezing and crashing have begun.  I have to pull the battery to get the phone to work again.  This happens very frequently.  I am to the point of returning the fitbit to the store and calling it a day.  At this point, unless the software is fixed, that will be my only option.

[Sammydaveyjr]

I've had Chsrge HR since Xmas with the app working well until the last few weeks. My Samsung s5 kept crashing when I open Fitbit app. I hadn't added new apps. The phone also kept restarting & seizing up multiple times a day. I've had to factory reset it 3x cos every time I in reinstall fitbit, the same problem returns. My phone has behaved for the past few days with no apps installed. Should I risk it again by reinstalling fitbit. Urgh!

[DJCA]

Same issue, with added "bonus" that fitbit wristband crashed AND phone locked then crashed. Neither will respond to anything. Phone locked, did the "dead Android icon" , started/stopped a bunch of times, wouldn't charge, turned itself off when I tried to look at texts or answer calls, then nothing. Neither is now recognizable by my computer as "devices", neither seems to charge (different chargers, usb2, usb3, etc).

Now in line for chat..."you are number 4 in line...you are number 5 in line.....you are number 4 in line...you are number 3 in line...". Even the chat counter is messed up. All this is in addition to the Charge HR repeatedly loosing sync with the phone app starting a few months ago. Buggy.

[EndlessReboot]

New to Fitbit having gotten a Charge 3 for Christmas.  My LG V20 doesn't seem to like it when the Fitbit app syncs and the phone goes into an endless reboot.  It can take 20 minutes to get my phone back up - if I'm lucky.  Very frustrating.  I've uninstalled the Fitbit app on the phone and that seems to have solved the problem.  I'm going to give it a day before trying to reinstall the app.