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

[samholt]

@MatthewFitbit

I am not sure why you can't be more specific with even an approximate release date.  This is not a cheap product and this issue is severely affecting your customer base.  Your "mono tone" answer is now wearing a bit thin.

[MatthewFitbit]

@samholt I went into some detail on our development process in this post - perhaps it will help explain why we typically don't announce dates for this sort of thing.

[Ang1213]

My watch just started doing this today!! Please help! I have updated everything that has come through! 

[amoysen]

I have the ionic. I've tried syncing my phone, restarting it myself and turned it off waited, then on again. Please help

[SteveH]

This is a known bug.

Fitbit have identified a fix and it will be included in the next software update. See the following thread for more details:

https://community.fitbit.com/t5/Ionic/Crash-when-opening-Alarms-app/td-p/2224533

[Tanahuen]

Matthew is that software update out now? Today my alarms screen is going black and has reset the Ionic several times. Rebooting didn't change this. Never had problems with this before. Syncing is still sluggish, but has improved I'd say. THX

[SunsetRunner]

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@Tanahuen wrote:

Matthew is that software update out now? Today my alarms screen is going black and has reset the Ionic several times. Rebooting didn't change this. Never had problems with this before. Syncing is still sluggish, but has improved I'd say. THX

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Go to the Fitbit app, is it automatically downloading a firmware update for your device? No it isn't.

[Tanahuen]

I Have Ionic, a brand new Samsung 8, and the computer has Windows 10. I chatted with customer support and they told me I've got to wait 'till they have the software update ready (not yet), and that I would see it on the phone app when this happens.

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@SunsetRunner wrote:

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@Tanahuen wrote:

Matthew is that software update out now? Today my alarms screen is going black and has reset the Ionic several times. Rebooting didn't change this. Never had problems with this before. Syncing is still sluggish, but has improved I'd say. THX

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Go to the Fitbit app, is it automatically downloading a firmware update for your device? No it isn't.

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[HannahBfit]

I am experiencing the exact same problem with my ionic. Every time I tap on the alarms app, the yellow sphere fills the screen but then it goes dark and restarts. I have manually restarted it many times but it has still not fixed the issue

[SteveH]

@HannahBfit check out the first post in this thread which has the latest updates on this problem from fitbit.

A fix for this problem will be included in the next software update for the ionic. 

[sunshinelove74]

i barely got my ionic set up on sunday & tried adding a 4th alarm today when it started acting up with the rebooting. came to the forum & glad to see i'm not the only one. looking forward to the software update. 

[dandelorey]

We're approaching a month since you said you had the fix and it would be in the next firmware push. Can we please get an update of when we can expect that push to happen?

[Beemee73]

Any time frame on fixing the alarm app??? No comfort in setting up wallet app at this point!!  The ionic is not the quality for the money!

[MatthewFitbit]

@dandelorey @Beemee73 Sorry for the wait - this issue will be fixed with Ionic's next firmware release. We haven't announced a specific date for this yet, but it is planned for the near future. You can read more here.

[Blake_d]

has this issue been fixed?  I am having same issue with watch crashing when attempting to set alarm.

[Beemee73]

No waiting for an software update


Sent from my Verizon, Samsung Galaxy smartphone

[dandelorey]

Thank you for the reply. You "here" link points back at this same forum post though. Is there somewhere else you meant to direct us for further information?

[Bujica]

@MatthewFitbit, with the risk of someone coming back with a "smart" answer again, I don't think any FitBit user is expecting an exact release date, we all know that's not realistic. However, a ballpark value (a few days vs. a few weeks vs. a few months) would be extremely helpful for most users confronted with issues. As in: how long am I willing to wait and ignore the lack of functionality / do I return the device / etc. I think that is not an unreasonable request for a bunch of die-hard fans of this company and its products, who paid quite a lot of money for this product. Hope I can get my point across, thank you.

[MatthewFitbit]

@Bujica I completely understand where you're coming from, and will do my best to share any sense of timeframe that I can. I will say that I expect at least a few more weeks before this is resolved. Thanks for your patience - we're definitely looking forward to having this fixed!

[ghostzr]

In that case, can the heart rate inaccuracy issue get fixed too? There are people on the forum is very frustrated with this.