RESOLVED: Crash when opening Alarms app

[MatthewFitbit]

12/05 Update: This issue should be corrected with Ionic's new update, which is available today. Thanks everyone for your patience and assistance in getting this resolved.

10/19 Update: I've confirmed with out team that a fix for this will be included in Ionic's next firmware release. We haven't announced a specific date for the update, but this issue should be fully resolved once it is available.

It sounds like some users have had success with performing a factory restart on their device, so this is also an option to try if you don't mind taking the time to set things up again.

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 Our team is aware that some users see their Ionic crash when accessing the Alarms app, and are working to get this issue resolved. Apologies for the inconvenience, and thanks for your patience while we work to address this.

Moderator edit: added label

[1leetee]

Hi Annemarie,

Did the reset and it has resolved the issue. Like you it took forever, try the follow to get notifications
Go to your phone's Bluetooth Settings and remove Ionic from the list of Bluetooth devices
Open the Fitbit app and remove Ionic from your Fitbit account (Account>Ionic>Remove)
Next, setup your Ionic watch again, It worked for me 😄

[Annekz61]

Thanks Jogger it works now💜


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[keruvagner]

I reset mine 4 days ago and have not had it break again. I've opened alarms several times a day. Seems slightly promising. It did take multiple hours to redownload the initial update, about twice as long as the original setup. 

[Crystal209]

Just did the factory reset on mine and my alarms app is working again! Yay! Thanks

[MatthewFitbit]

Hi everyone, and thanks for your patience and understanding on this issue.

I've confirmed with our team that a fix for this will be included in Ionic's next firmware release. We haven't announced a specific date for the update, but this issue should be fully resolved once it is available.

It sounds like some users have had success with performing a factory restart on their device, so this is also an option to try if you don't mind taking the time to set things up again.

[KMo51]

Well, I was almost excited about the news of the alarm fix until I realized all your saying is how it will be delivered which isn’t a surprise. Basically are you saying you don’t have the fix yet or you have fix confirmed but not the date to deliver the update?  I’ve loved all my Fitbit products, but like MS I’m starting to worry I have too much blind faith based on how long this is taking and the lack of definition on the fix timing. I am lucky to have a 45 day return policy with BestBuy. So I have about 2-3 weeks until it goes back and I choose something else. I’m pulling for you so please get this update out soon!

[MatthewFitbit]

@KMo51 The fix for this issue has already been completed, and will be included in the forthcoming update. We don't pre-announce dates for firmware releases, so we won't be able to notify users until it becomes available. Sorry for the wait - we are definitely looking forward to delivering the fix.

[soguilk]

Well, I was almost excited about the news of the alarm fix until I realized all your saying is how it will be delivered which isn’t a surprise. Basically are you saying you don’t have the fix yet or you have fix confirmed but not the date to deliver the update?  I’ve loved all my Fitbit products, but like MS I’m starting to worry I have too much blind faith based on how long this is taking and the lack of definition on the fix timing. I am lucky to have a 45 day return policy with BestBuy. So I have about 2-3 weeks until it goes back and I choose something else. I’m pulling for you so please get this update out soon!"

@KMo51

" @KMo51 The fix for this issue has already been completed, and will be included in the forthcoming update. We don't pre-announce dates for firmware releases, so we won't be able to notify users until it becomes available. Sorry for the wait - we are definitely looking forward to delivering the fix."

This is exactly my point on my previous post. If you cant provide timing. then at least make a sticky thread that shows what are already for sure coming to next update. You already mentioned one here. Why not just make a sticky. To be honest, I am exactly at the same situation as @KMo51.

[MatthewFitbit]

@soguilk We don't disclose the content of updates before they are available. I've made an exception for this issue, but we're not able to share a complete list of the content prior to release.

[Carob29]

Given the £300 I’ve wasted I. A watch that I can’t wear unless I wish to get up at 5:30 every morning when the alarm goes off I will NEVER touch Fitbit again. The least you could do would be to realise a mini update with just the alarm fix. I don’t believe for one minute you have a fix otherwise for PR purposes you’d release it. I’ve started warning everyone off Fitbit and will continue to do so. The watch was bought with money given to me for my 50th sonwas supposed to be something special to remember it by. Well I’ll remember it all right. But only for its poor functionality. Can’t wait to swap it for Apple. 

[KMo51]

That’s great news. Thanks for clarifying.

Sent from my iPad

[Carob29]

Half term next week and I'd rather not be woken at 5:30 every morning when I don't need to get up at a specific time. About to try the factory reset. Otherwise now is the time I'll be returning it.

[Carob29]

Did a factory reset and got a message saying that the data had not been deleted, synced, which was an issue as it had managed to lose the wireless and bluetooth settings. Tried again, same message. Still had to go through set up and download the update to get a working watch AND still have the alarms set.... total waste of 3 1/2 hours. This get more ridiculous by the minute. 

[IainCostes]

Dear fitbit

If you want to sell more of this watch and receive some decent reviews you might want to release the update that fixes the alarm app as soon as possible.

Oh, and fix the weather app too!

I've told you about my issues several times and even spoken to you on the phone but so far, no solution. 

£300 plus for a watch with as many bugs as this as an insult and does your reputation no good at all.

I would recommend that you take heed.

Thank you.

[Socrjul]

I've been a day 1 pre purchase buyer on all three devices. So fitbit is allowing returns for preorders until Nov 13. So at some point I need to send it back to get my money back so that I either can wait amd buy another after thr firmware fix... go back to a surge (oh wait that band has cracked and I'm on 3rd device) or leave the fitbit devices.

So when customer service says the only fix is to wait... I currently have a device that crashes, has no alarm, doesnt sync without resetting the crashed watch and app...

So you expect us just to wait?  Doesnt seem like a great stategy to keep customers who want to ise the device.

[ScubaSteveYT]

You do know that Rome was not built in a day, right? Not a single piece of hardware or software in the IT industry is absolutely perfect from day 1.

If you are humble to an extent, you would appreciate that the Ionic OS Development Team is doing the best that they can, to fix this as quick as they can, without creating more problems along the way.

I've not said anything about this issue, even though I am experiencing it, because I know that the fix for it is coming soon, and due to being an active Windows Insider on PC, Mobile, and Xbox, I've learnt the value of patience, when it comes to waiting for bugs to get patched.

[SmyrnaSoccerRef]

@ScubaSteveYT, you are spot on correct. Yes, $300 USD for a watch isn't to sneeze at, but we as early adopters of a 1st generation product should expect to endure some initial defects. I was happy to read the update below from @MatthewFitbit giving us a little bit of insight into what is coming to us in the way of fixes. Yes, I would have liked to have seen a target date, but knowing a software/firmware update is coming is comforting nonetheless. 

For those of us who feel like we cannot wait for the next update, and the one after that, then by all means, return your Ionic, and move on with something else. For those of us who can wait for the fixes, I'm confident that Fitbit is doing everything they can to improve the Ionic for everyone. I am willing to wait, and see my Ionic continue to improve and be more reliable for the investment I made.

[Annekz61]

I have been able to use my alarms with complete success since I did the factory reset on my Ionic 9 days ago. No issues with anything and Ionic has been working great! I love that the battery lasts longer now and the watch faces are fun. I also have the new Iphone 8plus so this is the first time I have ever bought two brand new devices at once so I expected some issues. I usually stay a step or two behind for that reason. My only hope is that this Fitbit Ionic lasts longer than the usual 12 months maximum I have received with previous Fitbit devices. I bought a 2 years warranty for $18 so that should be helpful.


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[SunsetRunner]

How come the alarm crashes for some and not for others? I don't experience such a crash.

Is it because they changed their clock face?

[Annekz61]

Maybe it depends on the phone you have? I have changed my clock face several times and my alarm is still working.


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