Exercise app won’t open on Ionic

[Emmajf77]

When I try to open the exercise app it crashes instantly. If I swipe left to bring up the apps the exercise app icon isn’t even there. I’ve checked and my software is up to date, I’ve restarted multiple times, I’ve disconnected and reconnected my tracker a few times. Help! 

Moderator Edit: Clarified subject

[SilviaFitbit]

@Emmajf77 A warm welcome to the Community. Thanks for the details mentioned and the troubleshooting tried. 

I've shared your post with our Support team and they've mentioned you already have a case with them, please continue the communication through email, they will continue assisting you.

I'll be around if you have any additional questions. 

[QuirkyDude]

Hi @SilviaFitbit  I an having this with Ionic. I notice @Emmajf77  posted in January. Is there a troubleshoot I can try 

[SilviaFitbit]

@QuirkyDude Hi there. Thank you for letting me know what you're experiencing with your Ionic. 

I would like you to check the Fitbit app gallery to check if there's any update available for the Exercise app. If there's not then please restart your Ionic and try again. Is this happening with the exercise app only? 

Looking forward to hearing back from you. 

[QuirkyDude]

Hi, 

Thanks for the advice.

I looked in the gallery and I am not being prompted to update the exercise app.

It is 71.6.19 version according details in the app.

Other apps are operating correctly.

I have restarted the watch.

[SilviaFitbit]

@QuirkyDude Thank you for getting back. 

I appreciate that you mentioned all the other apps are working correctly. In this case, I'd like you to set it up as a new device and continue monitoring its behavior after this. 

Let me know how it goes. 

[QuirkyDude]

Thanks, I can do that soon. I will be away for a few days holiday.

just reminder re this process.

Will I retain all my data?

How long do I need to set aside for this?

Do I need my home wifi to fo it?

[SilviaFitbit]

@QuirkyDude Thank you for getting back. 

Yes, all your data is stored on your Fitbit account so nothing will be lost. The set up process shouldn't take too much of your time as long as you have a good internet connection and your watch is charged. You could follow this procedure without your home Wi-Fi, however you'll have to add the Wi-Fi network when you return to your home. 

Let me know how it goes. 

[QuirkyDude]

Hi again,

I did the setup as a new device and the exercise still does not launch.

What happens is - I tap the exercise app and it responds/flashs and then nothing. It does not launch the program.

[SilviaFitbit]

@QuirkyDude Thank you for getting back. 

Since the exercise app isn't opening and you have tried the recommended troubleshooting posted above, please perform a factory reset, this will erase info stored on the watch such as apps, stored data, personal information, credit and debit cards and saved settings. Please make sure to sync before doing so, this to ensure that all the data tracked before sync to your app. 

Let me know how it goes.