Custom stats not saving

[joannabeckes]

After the new OS update, I am unable to save my custom stats. I like to view particular things when I run, bike, etc. I work out 2-4 times a day, and it is frustrating to have to reset these before every single exercise. Anyone know what is going on with it?

[mroberts624]

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@smoothfox wrote:

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@McLuke wrote:

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@KyKenD wrote:

Just tried this and it does NOT work.  This is a self made six month+ old problem Fitbit should prioritize and fix.  It’s enough to make me leave their ecosystem all together.

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Factory reset does not work for our 4 Ionics.  Still waiting for Fitbit corporate to fix this KNOWN problem.

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You have to do a factory reset, change your stats, and then change your clock face.  It’s a three-step procedure.

Again, not a professional fix, ridiculous they haven’t fixed it, but it does work in the meantime

[Mikegillett]

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@IamDefiler wrote:

Even though this has worked for me, there are other things still not working correctly. I'm giving fitbit one more update to fix all of them and then I'm switching to Garmin. I feel I've given fitbit long enough for fixes to issues they have known about for almost a year. 

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I am feeling the same way, especially about additions we have been requesting.

how hard is it to make it possible to switch between imperial and metric on the watch?!?

how hard is it to allow for cadence alerts?  Customizable intervals?  These are features that should not take much work and effort.

then you throw on known issues that are taking over a year to fix...

why are we seeing other companies come out with superior products?

The fact that we have a community to bring suggestions then get little to no updates, and then are told we are not persuing this... it’s mocking. Quite honestly it is insulting. 

I think I am in your line of thinking. I am giving Fitbit until Christmas 2019.  If by then there are no solid fixes and no good implementations, I will have to show some self pride and go Garmin. 

If Garmin comes out with a lower profile watch, sooner than that... game over for me. 

[IamDefiler]

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I think I am in your line of thinking. I am giving Fitbit until Christmas 2019.

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I hope you mean 2018. 🙂

[Mikegillett]

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@IamDefiler wrote:

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I think I am in your line of thinking. I am giving Fitbit until Christmas 2019.

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I hope you mean 2018. 🙂

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I’m just a poor boy, nobody loves me...

especially Fitbit.

I was an early adopter of this watch, and I want it to succeed. But I have decided to wait a year to 1) give ‘em one last chance, and 2) save my pennies.

[EdsonFitbit]

Hello everybody, thanks for visiting the Fitbit Community.

We appreciate you are looking for alternatives to get this situation resolved while a fix is released. At the moment, there is no update to provide you with, but we hope to get some news soon. Thanks for your patience in the meantime.

[smoothfox]

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@mroberts624 wrote:

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@smoothfox wrote:

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@McLuke wrote:

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@KyKenD wrote:

Just tried this and it does NOT work.  This is a self made six month+ old problem Fitbit should prioritize and fix.  It’s enough to make me leave their ecosystem all together.

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Factory reset does not work for our 4 Ionics.  Still waiting for Fitbit corporate to fix this KNOWN problem.

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You have to do a factory reset, change your stats, and then change your clock face.  It’s a three-step procedure.

Again, not a professional fix, ridiculous they haven’t fixed it, but it does work in the meantime

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Like I said before, This 3 step procedure does NOT work on our watches.  Now they've randomly stop recording runs and we've seen clock face crashes that produce an error message.  

[Flash311]

This is outrageous that this still isn't fixed. I've been having this issue since the last OS update and this thread dates back to March or April? And Fitbit's response is that they have no update at this time? 

[Lawson77]

Would it be at all possible for Fitbit to be honest and respond to :

a) Is "Thanks you for your patience" a reasonable fix for this customer issue ?

b) Do Fitbit have any intention of fixing this problem in the near future (and if so - When) ?

c) Has Fitbit any idea how to fix the problem (or are they hoping it will just go away) ?

d) What should existing Fitbit users tell fiends if they are asked to recommend Fitbit ?

[smoothfox]

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@Lawson77 wrote:

Would it be at all possible for Fitbit to be honest and respond to :

a) Is "Thanks you for your patience" a reasonable fix for this customer issue ?

b) Do Fitbit have any intention of fixing this problem in the near future (and if so - When) ?

c) Has Fitbit any idea how to fix the problem (or are they hoping it will just go away) ?

d) What should existing Fitbit users tell fiends if they are asked to recommend Fitbit ?

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I don't believe Fitbit will be honest about any fix, period.  I emailed the Fitbit CEO about 2 months ago and was assigned an executive level customer service contact.  She has done nothing but repeat the "we are looking into it" mantra.  She never contacted me again with any followup or resolution date.  Going back to Garmin for a product that actually works as advertised.

[Jmu31]

Having the same Issue

Currently doing a factory reset and update

Pending testing.

*******Update******

Seems to work after Factory Reset.

Will continue to monitor

[DavideFitbit]

Thank you for all the information and feedback you've provided about this @smoothfox, @Flash311, @Lawson77 and @Jmu31. 

I'm sorry to see that you continue to experience trouble with the custom stats. As it's been reported previously, unfortunately there aren't any updates available at the moment to know when this could be resolved, but rest assured Fitbit is aware if this and is continuously working to find a solution.

Your patience and feedback is greatly appreciated. 

[Jmu31]

FitBit Ionic V 27.32.12.19

I've done a factory reset on the device. it has also done an update. Can't recall what the previous version installed was.

It has appeared to resolved this issue.

thanks 

[SantiR]

@Jmu31 Thanks for your reply and for sharing those details. Also, thanks for trying the factory reset steps and for updating it. 

I'm really glad to read that the update helped you get back on track. In order to get updated to the latest version users will need to factory reset their Ionics.

Thanks again. See you around! 

[SunsetRunner]

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@smoothfox wrote:

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@Lawson77 wrote:

Would it be at all possible for Fitbit to be honest and respond to :

a) Is "Thanks you for your patience" a reasonable fix for this customer issue ?

b) Do Fitbit have any intention of fixing this problem in the near future (and if so - When) ?

c) Has Fitbit any idea how to fix the problem (or are they hoping it will just go away) ?

d) What should existing Fitbit users tell fiends if they are asked to recommend Fitbit ?

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I don't believe Fitbit will be honest about any fix, period.  I emailed the Fitbit CEO about 2 months ago and was assigned an executive level customer service contact.  She has done nothing but repeat the "we are looking into it" mantra.  She never contacted me again with any followup or resolution date.  Going back to Garmin for a product that actually works as advertised.

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At least you got the courtesy of a reply!

[SantiR]

@SunsetRunner I hope you're doing well! Thanks for your participation on this thread regarding custom stats not saving.

Thanks for sharing your feedback on input in here. Fitbit keeps working to provide a better experience for you. 

Also, what version of the Fitbit OS do you have? You can check this by clicking at your watch image at the Fitbit app and check the number it says under "Firmware version". If it says 32.10.20, means you are out of date.

This will require you to update to the latest version 32.12.19. Yo update, you will have to factory reset your watch and the update will be available for download.

Hope this helps. Keep me posted! 

[sandy.b]

So, do you suppose every Ionic suffers from this problem or does this thread only include posts from the ones who have tried to save custom stats and both noticed and cared that it doesn't work?  

I got rid of the original Ionic, but everything else about the watch, I like.  I was wondering if I were to buy a new one (I know, fool me once shame on you, fool me twice . . .) is it possible that it would be able to save custom stats.

Moderator Edit: Format

[IamDefiler]

Fitbit just released a firmware update which might fix the issue. I haven't done a full wipe to test it though.

[6ATO]

Both me and my girlfriend have Ionics and we each had different issues (hers would stop every time you reach and automatic cue and mine changed the customized stats every time) after a while with the later OS updates both issues have gone and so far nothing is wrong in either one so yeah strangely enough I would think different issues affect different watches and some not at all... 

[Flash311]

I updated my Ionic yesterday to the 3.0 without a factory reset, and this issue has been fixed as far as I can tell.

[SunsetRunner]

Hi,

I'm waiting for update to OS 3.0, which doesn't require a full factory reset. However, I appear to be waiting a while for it.

If this has fixed this issue, why isn't it in the release notes?

Sarah