Cannot Access 'Fitbit Today' on Ionic

[CarlosCFitbit]

Fitbit Update -- 3/28/18

Thanks for reaching out and reporting the inability to access 'Fitbit Today' after upgrading to Ionic firmware version 27.32.4.19. I've merged a few threads here to keep things tidy.

Our engineers are currently investigating this and are working to fix it. This issue could have something to do with the number of apps installed on the watch. They've shared a few workarounds that you can try in the meantime.

1. Uninstall some apps from your watch

2. Restart Ionic 

3. If you still cannot see Fitbit Today, you can perform a factory reset (note: all music and user installed apps will need to be reinstalled). 

4) Update Firmware

@MattFitbit Will follow up with updates. Thanks for your patience and we hope to have this issue resolved as soon as possible. 

[SunsetRunner]

Contact Customer Support, Donald.

[DonaldMReif]

I did contact them yesterday, and this is how it went.

[quote]

Mara (3/23/2018, 3:20:32 PM): Hi  Donald, My name is  Mara.  How can I help you?
Me (3/23/2018, 3:21:15 PM): I certainly can get my notifications when I swipe down from the top, and everything else about the Ionic functions fine, but I can't get the Fitbit Today thing to appear when I swipe up from the bottom to check my stats.  So the only way I can check my stats is through the app on my phone. Is this because of Fitbit OS 2.0 being in early stages or something else? I tried a factory reset to see if that was the issue but that didn't seem to resolve the problem. (I'm chalking it up to Fitbit OS2.0 still being in the early stages)
Mara (3/23/2018, 3:22:29 PM): Hi, Donald, I'd be happy to assist you in this situation with the Ionic not showing the Today stats after swiping up.
Mara (3/23/2018, 3:22:40 PM): To get started, please let me know the email address associated to your Fitbit account.
Me (3/23/2018, 3:22:46 PM): dmreif@coe.edu
Mara (3/23/2018, 3:23:27 PM): Thanks for the information and for trying those troubleshooting steps.
Me (3/23/2018, 3:24:48 PM): Part of me thought that maybe the updating process had gone a little haywire when I was doing the update since I had been doing it over Bluetooth, which is not very stable...
Mara (3/23/2018, 3:25:05 PM): Just to confirm, if you try to swipe up at this moment, on the bottom center of the Ionic's screen, what will happen?
Me (3/23/2018, 3:25:18 PM): Nothing happens when I try to swipe up from bottom center.
Mara (3/23/2018, 3:25:59 PM): It is working with the notifications, correct?
Me (3/23/2018, 3:26:06 PM): Yes, notifications work just fine.  
Mara (3/23/2018, 3:26:51 PM): Thanks for confirming.
Mara (3/23/2018, 3:27:45 PM): Donald, did you try a regular restart too?
Me (3/23/2018, 3:28:16 PM): I also tried a regular Left + Bottom Right regular restart but that didn't resolve it either.
Mara (3/23/2018, 3:28:34 PM): Thanks for trying this. Let's confirm something.
Mara (3/23/2018, 3:28:54 PM): Please go to the Fitbit app, and look for the Apps option for the Ionic.
Mara (3/23/2018, 3:28:59 PM): Let me know when you're there.
Me (3/23/2018, 3:29:45 PM): I'm there.
Mara (3/23/2018, 3:30:02 PM): Please tap on the Gallery app and let me know what can you see there.
Me (3/23/2018, 3:31:24 PM): I don't see a Gallery app of any kind.
Mara (3/23/2018, 3:33:02 PM): Okay, thanks for checking it.
Mara (3/23/2018, 3:34:02 PM): Please allow me a moment to check something in the system, I'll be right back.
Mara (3/23/2018, 3:35:21 PM): Thanks for waiting, Donald.
Mara (3/23/2018, 3:36:20 PM): I've been checking the system, and noticed that there are a lot of apps installed, and this might be causing that the basic apps work properly.
Mara (3/23/2018, 3:36:34 PM): In this case, I was talking with an expert on Ionic and recommended the following.
Mara (3/23/2018, 3:37:20 PM): Please uninstall all the apps that you have installed  recently and it will be very helpful if you try again a factory reset after uninstalling those apps.
Mara (3/23/2018, 3:37:39 PM): I'll be here with you if you have any questions about this and making sure that this will work, is that okay?
Me (3/23/2018, 3:39:07 PM): Ok,ay I'm starting by uninstalling things.
Mara (3/23/2018, 3:39:27 PM): I appreciate your cooperation in this process! Let me know how the process goes.
Mara (3/23/2018, 3:43:48 PM): How is it going, Donald?
Me (3/23/2018, 3:44:17 PM): All apps uninstalled so I'm getting ready to begin the factory reset.
Mara (3/23/2018, 3:45:56 PM): Great!
Mara (3/23/2018, 3:46:02 PM): I'll be here checking all the information.
Me (3/23/2018, 3:49:14 PM): Now I'm getting an error message "Data not cleared. Sync and try again."
Mara (3/23/2018, 3:50:08 PM): Okay, thanks for confirming. Donald, may I know the phone model and if you are closer to the WiFi network that your Ionic was set up to connect to?
Me (3/23/2018, 3:50:49 PM): Samsung Galaxy S8 Active, and I'm on the WiFi network I set up the Ionic with. (Do you need more specific information on the WiFi?)
Mara (3/23/2018, 3:52:06 PM): Not in the meantime. Please close the Fitbit app and turn off for ten seconds the Bluetooth on phone, then turn it on again and try the Set up process. I confirmed that the device is now deleted from the account.
Me (3/23/2018, 3:53:45 PM): That did the trick.
Mara (3/23/2018, 3:54:59 PM): Great! Please complete the process and let me know if the Today stat will work this time.
Me (3/23/2018, 3:59:35 PM): Starting the update and download process....
Mara (3/23/2018, 4:00:34 PM): Perfect! I'm positive this will work.
Mara (3/23/2018, 4:05:14 PM): I'm still with you, Donald.
Me (3/23/2018, 4:05:41 PM): It's at about 33% complete (the blue bar is just touching the Fitbit logo).
Mara (3/23/2018, 4:06:22 PM): Okay, let
Mara (3/23/2018, 4:06:25 PM): Let's wait for it.
Mara (3/23/2018, 4:10:19 PM): I'm still with you, Donald.
Mara (3/23/2018, 4:14:04 PM): How is it going, Donald?
Me (3/23/2018, 4:14:17 PM): Getting to about the 75% marker.
Me (3/23/2018, 4:14:30 PM): Two minutes ETA
Mara (3/23/2018, 4:15:08 PM): Okay, then it is almost done .
Me (3/23/2018, 4:15:51 PM): Step 2 of 3 complete
Mara (3/23/2018, 4:17:47 PM): I'll be here with you.
Me (3/23/2018, 4:18:04 PM): Now it's at step 3 which would be the step for the OS 2.0 update?
Mara (3/23/2018, 4:19:42 PM): Yes, you are correct.
Mara (3/23/2018, 4:21:50 PM): I'm still here on the chat following the process.
Me (3/23/2018, 4:22:12 PM): Halfway through step 3....
Mara (3/23/2018, 4:24:00 PM): I'll refreshing the chat just to make sure it is active.
Mara (3/23/2018, 4:27:19 PM): Donald, how is it going?
Me (3/23/2018, 4:27:54 PM): On the home stretch. Oh, it's done! Display turned green.
Me (3/23/2018, 4:28:12 PM): Okay, it says "Reset failed! Please try again."
Mara (3/23/2018, 4:29:20 PM): I see, thanks for trying. Is this message showing on the app or the Ionic itself?
Me (3/23/2018, 4:29:48 PM): Just the Ionic. It says "Reset Failed! Your data was not cleared. Please try again."
Mara (3/23/2018, 4:30:41 PM): Okay, thanks for the details, please allow me a moment.
Me (3/23/2018, 4:31:17 PM): I think I may have to try again this reset thing to make sure all the data was cleared.
Me (3/23/2018, 4:31:40 PM): It's still not letting me swipe up to get to the Fitbit Today thing.
Mara (3/23/2018, 4:32:38 PM): Okay, please do not try it yet.
Mara (3/23/2018, 4:32:53 PM): Could you please try to add a different clock face?
Me (3/23/2018, 4:33:48 PM): Wait, it looks like some of the apps weren't uninstalled when I did the reset.
Me (3/23/2018, 4:33:56 PM): I'll try the clock installation thing first.
Me (3/23/2018, 4:34:51 PM): New clock faces go through. But I still can't get Fitbit Today when I swipe up.
Mara (3/23/2018, 4:35:27 PM): Okay, please try the clock face change and let me know.
Me (3/23/2018, 4:37:45 PM): Clock faces do change. But Fitbit Today still doesn't show when I try swipe up.
Mara (3/23/2018, 4:38:05 PM): Okay, this is not expected to happen. Please allow me a moment to review this situation.
Mara (3/23/2018, 4:39:52 PM): Thanks for waiting, Donald.
Mara (3/23/2018, 4:40:16 PM): I was checking some information and I would like to try some steps in order to make sure we are going to exhaust all possible solutions.
Me (3/23/2018, 4:40:24 PM): Go ahead.
Mara (3/23/2018, 4:42:01 PM): Please deactivate the today app, from the Fitbit app. On the apps option, tap on Uninstall.
Mara (3/23/2018, 4:42:06 PM): Sync, and reinstall that app.
Me (3/23/2018, 4:42:41 PM): I don't see a "Today" app, and that seems to be a problem.
Me (3/23/2018, 4:43:01 PM): And I can't seem to find it under "All Apps" either.
Mara (3/23/2018, 4:44:17 PM): Okay, please try the following. Make sure the Ionic is currently connected to the WiFi, and plug the device to the charging cable.
Me (3/23/2018, 4:44:42 PM): OK, cable is plugged in.
Mara (3/23/2018, 4:45:41 PM): Please leave it a while that way, and we'll be eager in this situation. In this case, please test the device, our team is working for a solution. I will leave the complete information and will pass this case to a higher level of support.
Mara (3/23/2018, 4:47:35 PM): At this moment, I will send you a follow up email with the case number. Please leave the device charging overnight, and it for tomorrow the issue will persist, please reply to that email only, and the person in charge will continue assisting you.
Mara (3/23/2018, 4:47:39 PM): Is that okay?
Me (3/23/2018, 4:47:51 PM): Sure.
Mara (3/23/2018, 4:48:36 PM): Alright, perfect! Please note that you don't have to tell us the whole story again. Allow me a moment to send you the follow up email.
Mara (3/23/2018, 4:50:17 PM): Thanks for your patience, Donald.
Mara (3/23/2018, 4:50:29 PM): I've sent the email now, let me know if you have received it.
Me (3/23/2018, 4:51:17 PM): Email received
Mara (3/23/2018, 4:52:18 PM): Thank you for confirming this and for troubleshooting with me during this chat. I'm positive that your Ionic will work for tomorrow.
Mara (3/23/2018, 4:52:26 PM): Remember that you will have the chance to rate my service when we finish. Is there any additional support I may gladly provide you with?
Me (3/23/2018, 4:52:34 PM): None at the moment.
Mara (3/23/2018, 4:52:52 PM): Always a pleasure. Thanks for chatting with me today. Have a wonderful day!
Me (3/23/2018, 4:53:00 PM): You too...

[/quote]

I want to think something happened with the firmware update that I'm not aware of.

[DonaldMReif]

UPDATE: Issue resolved. Got Fitbit Today to work.

[SunsetRunner]

Please tell us how.

[DonaldMReif]

It took a couple of resets and re-tries but eventually it went through.

The issue was that the Today app didn't install with everything else, for some odd reason.

[Sports-lover]

Doesn’t work!

[Ioniceman]

In my case ,I have an HTC 10, strange enough the HTC 9 is listed as compatible. Although,im not sure that is the problem. I called back and got aore helpful associate and he admitted that they were having widespread issues with this update. The  not compatible phone excuse was used by an associate who gave up on finding a solution.

[Tony.r]

@Ioniceman @Sports-lover from your Ionic clock face swipe up and Fitbit today will load, hope this works for both of you.

[Ioniceman]

Thanks, but  I already tried that along with several factory resets suggested by Fitbits customer care associates.  

[Sports-lover]

Same

it just bounces off.

[Ioniceman]

Can you get the other new firmware update features? I can , but I can't get the Today feature. Now I can't see the battery percentages  or my daily step progress per hour. 

[Tony.r]

@CarlosCFitbit do these guys need to do further factory resets on their Ionics as they report they can not access Fitbit Today by swiping up from their main clock face?

[Andy-fbit]

It's a pity they removed Today app and thus association with hardware button.

Please upvote this improvement suggestion:

https://community.fitbit.com/t5/Feature-Suggestions/Improve-quot-Fitbit-Today-quot-on-FitbitOS-2/idi...

[USAF-Larry]

@Ioniceman, have you contacted Fitbit Support regarding this issue?  If so, what was their response?

[Ioniceman]

I contacted them twice.  First time via chat and after an hour on the phone and a factory reset they gave up. Forgot had me send them a video of the problem and said they will look into it. I called back the secon

[Ioniceman]

By the way , after being transferred to several associates the first time I called the last representative asked me what model phone I had and when I told him that is when he said that this update was not compatible with my HTC 10. I told him that didn't seem right since I was able to get every other feature of the New Firmware update. Also, I've never had any problems with past updates. I called back the next day to speak to someone on the phone. Another hour was spent trouble shooting my device and another video was sent showing  me trying to swipe up on the Ionic demonstrating the problem(forgot to mention they had me send a video the first time to see for themselves). This time the call ended with Fitbit admitting that this is a widespread problem and they are working on it. So as it stands I have all the other upgrades but the Today feature. The most important of the upgrades that shows the battery icon and how many steps you are doing per hour.  

[Sports-lover]

At least we found out why.

Please tell me when they sort it out!

[Slwa619]

I upgraded 4 days ago and my ionic cannot connect at all and my watch loses time because of the problem....why doesn't the watch just keep time based on the battery usage?  Very frustrated....I am using IOS 11.2.2 also....please help us fix this.....

[Tony.r]

@Slwa619

This sounds like you are experiencing  different issue to the one discussed in this thread,

Have you tried doing a reboot of your Ionic by holding the left and bottom right buttons in until the Fitbit Emblem appears on the display, hope this starting point may help you.

[Slwa619]

The only time I can sync for a brief moment is when I am charged at a 100%....it has lost time and lost its sync three nights in a row. I have turned off my ionic more than a dozen times as well as reinstalling Fitbit app a dozen times too. My ionic is exactly 6 months old it should not have problems for the price I paid....frustrated!

Sent from my iPhone