App freezes when looking at Exercise details!

[AsroSeabee]

Very frustrating. I have tried all the steps clearing Cache, factory resetting my watch. Restarting my iPhone 16. I’m about to cancel my subscription at this point and go with something different. 

[RiekoC]

Hello @AsroSeabee 

I moved your post from the Charge 6 product help forum to the iOS platform forum since this is a better fit for your issue and you're more likely to get help here.

[AsroSeabee]

Thanks but apparently there is no solution.

[LZeeW]

@AsroSeabee   Did you try deleting then reinstalling the app?

[grbmds]

Mine started freezing when I go into Activity, thus no history is available. The other time it freezes is when a Cardio Load or Readiness message is displayed. This started a couple of weeks ago so I don't know if it relates to update to the new version, but I do have 4.42 installed. Apparently the bug fixed created additional problems. One thing I did notice is that it seems possibly related to an updated to data. Sometimes it disappears later, but will come back again when I try to go to Activity to view my workout history data.

[grbmds]

Also, the suggestion to delete and reinstall the Fitbit App doesn't seem to be a great idea since deletion may also delete data? Since I'm not totally sure where and how the data is stored, it seems possible I might lose at least some, if not all, historical data.

[Sanchan]

Exact same issue and I contacted customer support who were of absolutely no help!!

They said ‘our higher team is working to fix this known issue’. They’ve been aware of this issue for over a week now and still no changes! When I asked them for a timeframe of when this will be fixed, they ignored the question and ended the chat quickly.

I’ve tried  everything too, deleting the app, restarting my iPhone and the Fitbit etc. 

I am so unimpressed as there is zero help from customer service and the primary use of a Fitbit is for exercise and I can’t even log/see it! And I’m on a premium membership too! 
Feel like it’s all been a waste of my money here and should’ve gone for an Apple watch instead!

[grbmds]

I guess that's what happens when companies get acquired merely for the purpose of eliminating competition or increasing profit.

Before buying my Sense 2 I actually purchased an Apple Watch 10. I found that it had so many Apps and there were so many things to learn that I just returned it, opting for the Sense 2 as a simpler watch/tracker. Since I had experience with a previous Fitbit product, I thought there would be enough continuity that I could just pick up where I left off with the old one. However, it wasn't so simple and then the app began freezing. To take this long to fix, there must not be many experienced staff retained from Google's purchase that know enough about the app. I am truly disappointed, but I don't think an Apple Watch is necessarily the answer. 

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What I find interesting is that Google/Fitbit now does not give access to the Fitbit app dashboard on computers and actually directs the user to download the app and access the dashboard through that. Maybe someone should suggest that all the bugs get ironed out before eliminating access via computer. Now we have no way to get exercise history. Not much of an incentive to keep buying Google/Fitbit products.

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Moderator edit - merged messages

[Sanchan]

Oh I don’t know, atleast with Apple the customer service/support is good, and I could make an appt at Genius Bar to try and get it sorted.
If the device didn’t then work as expected I would’ve probably then gotten a replacement device that would work.Doesn’t look like it’s all users that are experiencing this issue otherwise it would’ve been a wider problem? With this Fitbit I don’t know where to go or whom to turn to and there’s zero support from Fitbit or rather from Google! Really feel a bit lost!

[grbmds]

This morning I attempted to connect my older Versa 2 so I could determine if the problems existed with all Fitbit watches or just newer models. However, 3 attempts at connection of the Versa 2 failed indicated a network error. At least I was able to reconnect my Sense 2. It at least tracks calories burned, intake calories OK so I can, on a daily basis, check my "fitness".

Sanchan, you're right about Apple devices. Howevr, I found the Apple Watch 10 to be overwhelming to me, but  then I'm most likely older and not always comfortable with all tech. Most companies haven't reallized that it doesn't have to be so complex to be useful.

[Sanchan]

Totally agree! The Apple Watch I felt wasn’t for my purpose which was purely to track my fitness - it had too many other gimmicks and things which I didn’t require as I already have an iPhone.. I’m just upset that the sole reason for investing in my Sense 2 isn’t being fulfilled 🙈 feel like money being wasted 🥲

[grbmds]

I definitely am disappointed that what seemed to be at least a reasonably good company with a good product has, in a short period, started marketing degraded products. Let's hope that Google's tech support fixes the problem or our watches are essentially daily trackers without the capability to provide access to historical progress data.

[AsroSeabee]

Yes I’ve done it several times. Removed it restarted my phone. Installed it restarted. I’ve factory reset my watch. I  even started a new account to see if it would work. Nothing is working. I’m seriously considering moving away from Fitbit all together.  I love the layout and I’m very familiar with it so I really would rather this get fixed. 

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No it won’t remove the data. My data warehouse is through Google. This is must be an error in the programming script that needs fixed but so far it seems like Fitbit is blaming everything else for the error. I guess until they update the app again I’m SOL.

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I’ve had the same experience with their tech support. I’m looking at Garmin myself.

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They really have gone downhill quickly. I like it much better than Apple Watches but it’s of no use to use it if I can’t get it to function. 

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Moderator edit - merged messages

[alysaChueh]

I am facing the same problem as well. It started on May11. I have tried all the steps deleting the app, redownloading it, and restarting my iPhone 16 pro Max. The app still freezes when looking at Exercise details. I also called apple support to figure out wether is due to newest IOS update and they have done all the trouble shooting for me and leave a case number for me, told me there aren’t any problem on their side. You should reach out Fitbit app development which I had. The problem still not fixed. However I recently just discovered it only happened with iPhone 16 or iPhone 16 pro Max because my iPhone 8 Plus works well. I am hoping they can really look into the problem as soon as possible to get it fixed.

[grbmds]

I’m not sure what to do to ensure it gets fixed. There seems to be an absence of access to Google/Fitbit support period. Those that actually communicated with someone at Google didn’t get any positive responses. 
First how do you get in touch with Support for Fitbit watches? I can’t find a resource online. 
Second what can be done to “encourage” a fix being made. 
I know that, as of right now, I will never buy another Fitbit or Google product in the future unless this gets fixed quickly.