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.

---

 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

[Carob29]

So 10 days on and I guess you still haven't managed to fix this yet. Very poor communication. I've always said Fitbit customer service was good but this stinks. A £300 watch shipped with software that is not fit for purpose and no updates to their (once) loyal customers for 10 days. Apple is looking good.

[Annekz61]

I am with you on this! I have had Fitbit products for the past 6 years and have been extremely loyal to their products. My Fitbit Blaze better died after owning it for 6 months so it was replaced. It died again after 6 more months and Fitbit would not replace it since they had already replaced it once. I think that these should last longer than 1 year but I decided to go ahead and get the Ionic and spend the extra money but I did think about the Apple Watch but I really like the Fitbit app and I have 5 years of history on that app so I bought it. The alarms thing has not worked except for the 1st time I set it and now I have an alarm set for every Saturday morning at 5:00am when I only needed it for that one morning and now I can’t change it or add new alarms! I am very disappointed and yes for $300 I should get better customer service. I am very tempted to return this Ionic and just go ahead and buy that Apple Watch.

Annemarie Kautz

Sent from Mail for Windows 10

[Annekz61]

How long is it going to take to get this updated?  It has been 10 days now and I really need to have my alarm and I need to be able to shut off the one alarm I was able to set when I first got my Ionic.  I understand software issues and since I have the new Iphone 8 I am thinking it may have something to do with it but I have updated all of the latest IOS software and app updates and still no change.  For $300 I should at least be able to set an alarm! 

[SmyrnaSoccerRef]

Hey @MatthewFitbit, I gave you and your team praise for good customer service for publicly acknowledging the problem with the Ionic Alarms app back on Oct. 3.  At that time, you indicated that you would have another update when you get more information. Are we to surmise that you have not received any additional information from your development and QA teams, hence no update to the customers?  If so, can you at least give us a date for when you will have more information available?  Given the quantity of feedback from customers on the Ionic discussion board with a variety of issues, it would be reasonable to expect that Fitbit is working on another Firmware update that includes resolution to many of the open issues, correct?  If so, can you share any information, and demonstrate transparency in regard to this topic?  Thanks for any advance communication you can provide.

[keruvagner]

Temporary workaround (not officially sanctioned by Fitbit) : Factory reset your watch. Yes, it's a SUPER big pain, especially if you're not near wifi. But, I am able to get back into my alarms after factory reset. No telling if/when it'll crash again, I'll update if it does again. Btw, totally in love with the Ionic, even if I did have to use my phone for alarms today. 

[Annekz61]

I tried to restart mine and it made no difference.



Get Outlook for iOS

[1leetee]

Thanks for that!

[keruvagner]

Did you do Settings->About->Full Factory reset? A regular reset did not fix it for me. 

[Utku1982]

I tried both and neither one worked for me. 

[keruvagner]

Sorry it didn't work for you. 😞 

[Crystal209]

Just recently when I select the alarm  app on my ionic, the screen goes black and it restarts. Does anyone know why this would happen? Or what i should do? 

Moderator edit: subject updated for clarity.

[Crystal209]

My alarm app just started crashing today. I've restarted my ionic but doesn't seem to fix the problem. Any news on what's going on with this?

[SteveH]

There seems to be a known bug causing this problem for some people. Keep an eye on the following thread which has the latest updates from fitbit:

https://community.fitbit.com/t5/Ionic/Crash-when-opening-Alarms-app/m-p/2243833#M8081

[KimHofmann]

Any update in this yet?  As soon as I click alarm, my Ionic crashes. 

[GGCR]

Having the same problem with the alarm app. The screen goes black and resets itself.

When I first used it, it worked with no issues. After second or third time it started to malfunction.

[IainCostes]

I am having this issue too, amongst others. Any news on a solution?

[Annekz61]

I did a factory reset with my Ionic finally and since doing that (it took forever to connect to Wi-Fi and download everything again) my alarm has been working. So maybe the factory reset is way to go if you need to change or add an alarm setting.
I no longer get call notifications though but at least the alarm works.
Annemarie


Get Outlook for iOS

[GGCR]

The only response I get is that the engineers are working on an update to correct the problem.

[SmyrnaSoccerRef]

@Annekz61, glad to hear that the factory reset worked.  I'm interested to see if that holds for multiple days without reverting back to the Alarms app not working?  Please keep us posted.  I am reticent to perform the factory reset because it took me over a half-day to do the initial set-up including wi-fi and bluetooth, update firmware, and download ~130 .mp3 songs.  I think I'll stay where I am at for now, and wait for the next firmware/software update that will hopefully address the Alarms issue and several others reported in this forum.  Best of luck using the Alarms again!

[Annekz61]

Yes it took about 4 hours to reset everything 


Get Outlook for iOS