Crashes during exercise

[BMCG]

10/3 morning run, tracking with GPS, looked at watch at mile 2,

checked a couple minutes later and it was the workout screen where you scroll to choose exercise. So I restarted “run” and went home. Synced to phone, 2+mile run is not there, was never recorded, didn’t sync. This is a MAJOR  reason for buying a gps tracker, it must work every time.  

Other problems-

finally got pandora stations to show up when I forced sync for 15th time on work WiFi, got Home put watch on charger, Home WiFi, pandora station and disappeared!!!! Fitbit Please fix software! Will Ben returning off not fixed in next couple weeks for refund. 

I was excited aboit Ionic becuase I like fitbit, battery life vs Apple Watch, and combined the function of my old gps running watch and all day tracker. But it was released with too many problems.  Please post update on firmware fixes that may be in the future. 

Moderator edit: edited title for clarity & format

[MarkaD17]

What a joke!!! They were aware of this issue over 6 months ago so don’t make out as though they have just received these complaints. 

[Welshtigger]

Its ridiculous. Ive just lost 10.4 miles of a run cos it crashed. When i messaged them thru the fb page i just got told to not set my fitbit to record the activity, but to allow it to automatically pick it up. Ummm no! The whole reason i upgraded from the charge2 was for the GPS tracking and when i run i like to keep an eye on pace and distance so if i cant use that feature then its just an overpriced watch and pedometer

[BenBenson]

Since the last ionic update I've experienced bike activity recording
crashing.

I reset my Ionic to factory settings and did not enable auto-pause. I reset
to factory settings only because I didn't know about the reset feature.

Notifications are enabled.

I completed a 10 mile bike ride with gps on and it was recorded whereas
before tge reset the activity would crash.

I'll keep doing my rides and report back.

Moderator edit: personal info removed

[fitblit]

The last 3 times I've tried to track weight lifting (no GPS) it has crashed around the 1 hour mark... 😞  

I haven't been able to track weights since May 2nd.

[SantiR]

Hello everyone! Thanks for your patience regarding Ionic crashing during exercises.

Fitbit started to roll out the new OS version for Ionic (version 2.1). I'd recommend updating Ionic as soon as you get the firmware update. This is progressive roll out so if you haven't received it yet; it should be the in the coming days. Please check this post for more details and instructions about this.

Please let me know if after updating to the latest firmware version this issue keeps occurring. 

Keep me posted! 

[Loverly]

My Ionic crashes 3 miles in. I have all notifications turned off and just updated software (32.10.15) to the latest version. I have tried the factory reset but still crashes 3 miles in. Loses the whole run and goes to watch face. This has happened 3-4 times now but it doesn’t happen every run. Ran yesterday and it tracked perfectly. I really can’t stand that this watch isn’t reliable. If this many people have problems why aren’t they fixing the problem???

[Frodo007]

After many, many problems due to the new update, I can use it again for the moment... I went swimming today and I used my Ionic to track it. And Yes, it also crashed 2 times during my activity... Without any reason. So I only swam 3 lengths for the Fitbit, although I swam 40 lengths...

[Wizegeezer]

The crashing problem is not fixed with OS 2.1 firmware.   Here's how I tested it:

1. Uploaded new firmware last evening, took about 30 minutes.

2. Reset Ionic after update.

3. Using Android app, turned on Auto-pause and Run Cue (set for 2 minute intervals).

4. This morning, started the Run exercise app on the Ionic.

5. At the 2 minute mark, Run Cue went off properly.

6. Run app shut off, ending the run (photo attached).  

7. Using Android app, shut off Auto-pause and Run Cue.  Synced with Ionic.

8. Restarted run, Ionic tracked everything OK.  

I use Run Cue for a Galloway run/walk interval timer.  Please fix this.

Update: I just finished a chat session with support.  Apparently the crashing problem was not fixed in OS 2.1.  Engineers are aware of the problem and are working on a fix.  No timeframe for the fix, however.  Hope it's near the top of the list, since this used to work before the OS 2.0 update.

[doitnoworelse]

@SantiR I think it's misleading of you to recommend the update to OS 2.1 in this thread specifically on crashing as this implies it will fix it. It hasn't and according to @Wizegeezer support were aware that it wouldn't.

Not only is the software sub-par but your support has been disingenuous.

[Jd529]

Any updates regarding a fix? I've been having this issue for months now. 

[DebDarl]

It seems they are still working on it, despite the latest release. There are indeed a lot of frustrated people out there. I can only hope they can resolve soon as their reputation is going downhill fast. I don't stay continuously connected to my phone anymore. Partly because the phone is old and so is the battery. I have found that it doesn't crash so much, if at all. I just upload the details once or twice a day. Maybe give it a go that way.

Cheers

[BenBenson]

DebDarl I have not thought of trying disabling the Fitbit Sync Service. I'll give it a try and report back in a week.

[runnerkelli]

Is there a fix for this yet? I got this as a gift for Mother's Day and it was working fine for about 2 weeks, then BAM: shuts off and stops tracking, doesn't alert me of texts or phone calls while it's on my person, and will randomly lock itself while on my wrist. 

It's June 7th and mine shut off this morning in the middle of a 2.5 mile run (shut off about 1.5 miles in). I don't go for a run again till Saturday, but I've done the reset (hold all 3 buttons for approx. 10 secs) twice to see if that corrects it, but I've done that once before and zero change. The whole reason for me getting this was so I wouldn't have to take my phone on shorter runs, but I have been since I got it since it randomly will shut down mid-run. I'll restart it, it'll shut off again, and repeat. I take my phone and use my running app on that so I can get an accurate time/distance as a backup, which I will continue to do until there's a fix. I can't believe this has been an ongoing problem since October. 

[wil455]

My watch was working fine since April... although I've only used the running app. Then it crashed at the 1 mile mark on my run this Monday. Why is this still happening?

[SantiR]

@runnerkelli Welcome to the Fitbit Community! Thanks for reporting the situation you are experiencing with your Ionic crashing during exercise. 

I went ahead and created a case with customer support in your behalf. Please keep an eye on your email inbox for next steps. In the meanwhile, you can manually log an activity for you to not loose credit.

Regarding your notifications, please try these troubleshooting steps in order to sort that out. 

@wil455 It's great to see you in the Fitbit forums! Thanks for also reporting this situation. 

Have you tied a restart on your watch? Please try that out and check if that helps sorting this out. Also, in the meanwhile you can manually log your activities to not loose any credit.

Hope this helps. Keep me posted! 

[Onilink]

Im glad to see moderators still active. I just restarted Fitbit, i hope my workout tonight gets fully tracked because i have had the same issue already on run and weights. Never had this issue with blaze...sad i lost it. This forum is very old yall need to find a solution, im upset coming back to Fitbit with issues...apple watch gets a plus 1 for functioning how its advertised. Yall letting a smart watch win a fitness device battle.

[BenBenson]

After upgrading my Ionic to 27.32.10.20 it has NOT crashed during 3 bike
rides.

Thanks!

[SantiR]

@BenBenson Thanks for your reply! I'm very glad to hear that your exercises have not crashed since the update! Thanks for sharing your experience on this thread.

@Onilink Welcome to the Fitbit family! Thanks for reporting that you are still experiencing this. Thanks for trying those steps to sort this out. Also, thanks for your feedback. 

In the meanwhile this gets resolved; please manually log your activities so you not loose any of your progress. Will keep you updated regarding this topic.

Keep me posted! 

[CLA200]

After working just fine for i few weeks, it happened again.

I sync just before i leave home.

I start up a run
Wait for the GPS.
Start the run when gps is connected.
After 15 min i take a look at the watch, its not logging anymore.
I start a new run. Most of my excercise data is lost.
When i look in the logg i see the same pattern as before. Zero hart rate,
No GPS. Crash!

None of your updates och suggested methods have ever, or will ever, fix
this obviously.

Since there is no possibility to send you a system log that can be obtained
from the diveice, i recognize you may never find what is wrong with my or
other customers devices.

If you cannot fix this when Ionic has been on the market for almost a year.
I suggest you take them all back. A recall.
I find it hard to recommend your products to anyone. I use it only becouse
im stuck with it since you are not replacing it or giving me a refund. If i
knew how bad the ionic is working and the way you handle the situation, i
would never got any of your products. It could be the best on the market,
but its not, its failing.

So i go for a manual log of my run an i find that the latest version of the
app does not support decimal coma "." any more. 6.11km is now 611.
Fantastic too.

[runnerboi418]

I have experienced the exact same symptoms as others on this thread ... crashes during runs (both treadmill and during outside runs where GPS is tracking).  It does not happen every time ... but often enough that when it does, I am ready to smash the Ionic against a tree.

The only response from the "experts" at Fitbit is the copy & paste from SantiFitbit, welcoming the user to the fitbit family ... thanking the user for trying the steps to sort it out ... thanking the user for the feedback ... manually logging activities until this gets sorted out.

If I wanted to manually log my activities, I would build a time machine and go back to 1983, when I started dutifully logging every mile I ran in a spiral notebook.

This is beyond ridiculous.  The collective brain trust at Fitbit should hang its head in shame.

The one piece of meaningful feedback that I will offer to the geniuses at Fitbit is that the thing tends to crash at the point where I have it set up to "Automatic Lap Settings" ... so, for example, if I have it set to "Lap" at 2 minutes on the treadmill, at the first 2 minute interval it will crash and go back to the clock face.  If I have a GPS run set to "Lap" at 1 mile, it will crash at the 1 mile mark and go back to the clock screen.  If the **ahem** can make it past these first Laps, it works fine.  It has yet to crash on an exercise where I have not established an Automatic Lap Setting (for example, "Hike").

Spare me the helpful suggestion to reset to factory settings, upgrade to latest firmware, etc.  It hasn't made a single bit of difference.

Well, it has made one difference ... Fitbit has lost a customer.