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

[Wizegeezer]

OK, updated my Ionic to latest firmware, OS 3.0 yesterday. The update includes an updated exercise app (33.1.26).  Went for a 10K run today and no crashes . This is a good sign .  I hope this really does fix things . I'll report back of the crashes continue. 

[sfringer]

Will be interesting to hear your results @Wizegeezer. I don't think one run is enough to say with any certainty. I know I do not experience it every run, nor with any predictable action. I've just become so accustomed to swiping the screen at the start of a run that it will be an effort not to do so.

[Whistler888]

“Fitbit is aware of this, but may not be able to provide a fix in the immediate future.”

“At the moment, we still don't have information about this situation.”

Yeah have not been pushed .24 or .30 -> but would be surprised if there were no more crashes.  You would think Fitbit would go ahead and announce this as resolved if it were.  But right now they are having other bigger problems as noted in the pink banner.

“We’re currently experiencing an issue where customers are unable to sync, set-up or complete firmware updates. Our engineers are working to resolve this issue as quickly as possible.”

In .19 have lost Strava connection and even the Ionic from the iOS and Android Apps.  Had to manually reconnect them which should not be disconnecting in the first place.  Kinda frustrating and is somewhat concerning.  So not super confident at the moment -> but still have my music.  Haha.  Would not be happy if that had to be transferred in again.  Hmm?  

[BenBenson]

While my Ionic hasn't crashed while biking in several versions, version 24
was pushed to me on 11/29. I've been looking for version 3 since it was
announced a couple of days ago just to check out the new features. I wonder
if tech support can at least push out 24 to you if you contact them.

[Whistler888]

Yeah was an early adopter many moons ago with Apple iPhoto and early upgrades of that and other Apps.  Found very often it was a dicey proposition going ahead and pressing ok.  Found I was a unsuspecting beta tester.  Wasted loads of hours and days trying to sort out bad code and losing data to boot.

So am ok waiting for beta testing to happen in the wild.  Lately the Exercises has not crashed after sending out a replacement -> so that was a pleasant change.  But am not confident that a crash will not occur after updating to .24 or .30 or whatever.  Fitbit would announce it as “Solved” if it were.  Personally have never had any other devices crash in GPS tracking mode.  Ever.  Only the Ionic.

In that way do not want to update -> as it is working ok at the moment.  Still have music.  Still have GPS.  Still have Strava.  All working.  So not a huge desire to try something new.  On one of our Apple devices still am on Mountain Lion and is going strong.  Def am hesitant when this replacement is not crashing.  But hear you.  Thanks for the suggestion anyways.  Cheers.

[BenBenson]

Cool! You answered my question that a lot of the crashes were likely caused
by hardware hence the replacement.

[Whistler888]

Yeah might be hardware related.  Would think the replacement was a later iteration and some changes were made under the hood.

Will be interesting to see if this one crashes in similar circumstances.  Or not.  Hmm?

[lachellesays]

Made it through a run without crashing. But check out that GPS reliability. Totally jacks up my mileage and pace. 

And fitbit has totally stopped responding to my direct messages. 

[TSMDR]

Following continual crashes in my Versa I have done all the remedies available but all I get from Fitbit is ‘Hey, it’s a known issue, deal with it’ kind of reply!! This is what they said!

The versa is not fit for purpose, appalling!!

Definitely not the experience we want you to have. We’re aware of this issue, but may not be able to provide a fix in the near future. We'll continue to monitor the situation and keep our team informed of its impact. In the meantime, we suggest to manual log your activity: http://help.fitbit.com/articles/en_US/Help_article/1785#manually. We're sorry for the trouble, and understand this isn't the resolution you're hoping for. Let us know if there's anything else we can do to assist you.

[Wizegeezer]

OK, I've done half a dozen runs since updating to OS 3.0 and it turns out it does not fix the problem.  The exercise app crashed today.  However, none of my runs where I've used the new Set Goal function have crashed.  You can now set a time or distance goal in the app on the Ionic before starting an exercise and it displays progress on the Ionic screen.  I'll keep experimenting to see if this is another good temporary fix in addition to swiping the watch face right after starting a workout which consistently works for me.

[5miles]

Hi all, I’m wondering if there has been any movement in this issue. I’m still waiting to buy one it soon  will go with either a Garmin Fenix 5 or a Samsung galaxy watch. Fitbit have been sitting i this for such a long time it’s starting to look like that won’t fix it. Maybe choosing instead to discontinue it like they did with the Surge. 

[CLA200]

Well im happy to say that, I have not had any issues since the latest
update. Im not entirely convinced yet, since i've lost confidence in the
product and the support on this issue.

Maybe its working fine now. 🙂

[SunsetRunner]

After the update moderators claimed that issue is being investigated. It happens to me. Not all the time. Just once in a while and mostly when workout starts ( like 2-5 minutes in ). When crash occurs there is a short vibration. Before it was pissing me off but I was restarting tracking. Now I don't even bother. I've lost any confidence in their products long time ago and I don't know what would have to happen to change it.

[TSMDR]

Glad it’s working ok for you, sadly it’s still an issue for me. As you say, lost confidence in Fitbit and it’s after sales. I’ll be changing my smart watch/fitness tracker as soon as I’m able and it won’t be a new Fitbit!

Sent from my iPhone

[runnerboi418]

I have the update and have still seen crashes during workouts.

I recommend a different product.

BEK

[BenBenson]

I would wager that if it is still happening after the recent update then it
is a hardware failure. Fitbit should replace your Ionic.

[SunsetRunner]

@BenBenson or simply the recent update didn't address this issue as one of the moderators said. Usually, we read here something like "our team is investigating the issue". I read "our team is ignoring the issue".

[lachellesays]

Fitbit SHOULD replace the product for people affected.

But they won’t. No refunds. No replacements. They told me that they can’t replace the product because it’s a global issue with all Ionic devices, and if they were to replace it, it would probably happen with the new device too. 

Amazon agreed to clean up Fitbit’s mess for them and gave me a partial (80%) refund. I just upgraded to a Garmin Forerunner 645. A much more reliable product and company. 

I wish everyone the best of luck in their future endeavors with fitbit. My journey with them is done. 

[Wizegeezer]

Still crashes for me even after applying the latest update.  It never crashes if I use some of the workarounds suggested in this forum.  Not clear why fixing this hasn't been a priority for the engineering team since the problem affects Versa also.

[5miles]

Thanks all for your responses. It’s hard to believe they haven’t identified the root cause yet, but not very reassuring.