Sense Exercise app crashes when opening Fitbit app

[alexsense]

Hi.

Today I tried my new Sense and found what I guess is a bug, at least in iOS. Basically if you start an exercise through the app; in this case Walking - then open the Fitbit app on your phone and click in on exercises or the daily step counter the Fitbit Sense will crash and restart.

Does anyone else experience it? Happens every time I try.

Steps to replicate:

- On your sense, open exercise and start exercise “Walk”.

- Open your Fitbit app (it has to be closed before doing this), and proceed to click on the steps counter on the dasboard

- The sense will now crash. The same will happen if you open some other things on the Fitbit app

Moderator Edit: Clarified subject

[mnky]

When I have training mode active on my Sense and open the Fitbit app on my iPhone (i e syncing the Sense), the Sense reboots, showing the Fitbit logo and immediately terminating the training session.

Sometimes force quitting the app helps, but only temporarily.

I usually don't really need to open the app while I'm training, but occasionally I just do it without thinking...

[N8teGee]

Hi @alexsense.

This doesn't appear to be the case on Android. I've followed the steps you posted and thankfully nothing crashed.

Can you provide details of the version of the Fitbit app you are using, and also if your Sense FW up to date? The latest FW version is 44.128.5.38. You can check this by going to the settings app on your Sense - scroll down and tap "About Sense" - tap "System info" - version should be the second item down. 

[alexsense]

Hi! 

I have an Android phone somewhere that I can try to replicate the issue with, will get back to you with the results later today.

To clarify, this doesn't happen if the Fitbit app is open and connected / synced to the Sense. It only happens if the app is closed and therefor not connected to the Sense and only if you start the exercise before opening the Fitbit App. So the crash seems to happen the moment the app starts to connect or sync with the Fitbit.

FW version is 44.128.5.38

Latest FitBit iOS version (3.43.1) and also latest iOS version (14.6).

[Clove6060]

I have the same versions

(sense and app up to date)and use an iPhone 6s Plus.

I just tried the steps outlined and my sense restarted too. Watch vibrated Fitbit Logo appeared.

The app continued to function normally.

[N8teGee]

Can you be more specific on which exercise shortcuts are affected, and if this is with or without GPS enabled? I ask as I'm trying to replicate it, but so far haven't been able to (it could only be an iOS issue), although I only have Fitbit app version 3.43.

[alexsense]

@Clove6060 Glad i'm not the only one experiencing this!

@N8teGee Happens with GPS enabled and disabled so that doesn't matter. I also noticed you actually only have to start Fitbit app on your phone for the Sense crash to happen, so no need for further user input in the Fitbit App - such as navigating in to the daily steps or exercises.

Steps to replicate:

- Make sure the Fitbit app is closed (force shut it if needed) on your phone, since the crash happens when the Fitbit app is beginning to sync / connect with the Sense. We need to make sure that the phone and the Sense are not synced when trying to replicate.

- On your Sense, open the Exercise app and select any workout (i used Walk) and start it.

- On your phone, open the Fitbit app. This should be enough for the Sense to crash (give it a couple of seconds).

[Clove6060]

Thanks for letting us know!  Subscribed

[MirandaBea]

Whenever I engage a walk or run on my watch, then access my app through my phone, my watch shuts off.

I can go in and out of the app while having a treadmill exercise engaged without my watch crashing. But when I’m out for a walk or run, I can’t access the app without my watch completely rebooting. 

[Clove6060]

There was a thread about this on 6/22 entitled 

“Bug in Sense”

My iPhone 6s Plus does it too.  

I am running the latest versions of iOS, Fitbit app, and firmware.  

let us know if you find out anything further. 

No fix that I am aware of as of today.

[LizzyFitbit]

Hi everyone. Thanks for participating in the forums and welcome on the forums.

I'm sorry you're having this experience with your Sense and thanks for every step tried prior to posting. I understand where you're coming from since the Exercise App should continue tracking your activities regardless of what you're doing on the Fitbit app. I've forwarded your details to our team and they're currently investigating what may be occurring. Once I have more details from them, I'll update this thread. I appreciate your feedback and please know it haven't gone unnoticed.

See you around.

[alexsense]

Hi @LizzyFitbit , superb! 

Just to clarify, it’s not the exercise app that crashes but actually the entire watch restarts / crashes.

[mnky]

Tried removing and reinstalling the phone app. No effect.

[LizzyFitbit]

Hi @alexsense. I hope you're doing well.

Thanks for getting back with this information. I've made sure to let our team know is the Sense the one crashing when using the Exercise app and opening the Fitbit app to check your details. They'll continue working on this matter and once I heard from them, I'll update this thread.

Have a good one.

[Lauren_Sian]

Hi, 

Are there any updates on this? I'm still having the same issue. The only way that it ever gets sorted is if I reset the device to factory settings, and then start the device as a new device and re-link my phone - this works for ONE occasion, after that, it goes back to crashing and restarting the Fitbit - hardly ideal to have to reset your £300 device to factory settings every time you just want to go on a tracked walk ☹️. I've tried this on two Senses now too, so definitely a bug in the software, unless I'm extremely unlucky and have had two faulty ones! 

I am also having issues where the food log in the Fitbit app doesn't allow me to edit the log. Just continually spins and doesn't load. Along with ongoing issues with syncing the food from MyFitnessPal, where Fitbit adds phantom calories - sometimes when I manually add calories into Fitbit, it doesn't add, and just has 0 as a value, from which I have to repeat the process numerous times until it actually logs what I've asked it to. 

I have tried every single trick in the book and have spoken to your customer service numerous times, so really have tried everything that's already been suggested; re-installing apps, clearing cache, unlinking MFP & Fitbit etc. etc. 

For reference, I am running iOS 14.6 and Fitbit app 3.43.1 (1057), so everything is as up to date as possible. At this point I am desperate for a new app update release as I think that's the only thing that will fix these issues...

[fit_hf]

I'm having the same exact issue. I can't open the app when I exercise. Any updates from Fitbit on this?

[Cathbadh]

I've had to record hikes and walks in 5-6 sections because the exercise app keeps quitting every time I open the iPhone app or take a short rest break (which may be a separate crash issue). Fitbit needs to test their hardware properly...

This is about as basic a function as I expect of any tracker - not meeting it for weeks makes me want to return this watch and get a refund. This is two Fitbit watches in a row that have turned into a frustrating waste of my time.

[J-Star]

When is this issue going to be fixed, please?

-----------------------------

Are there any updates? The issue is very frustrating

[LizzyFitbit · Accepted solution]

Hi everyone. Thanks for your continued reports about this situation.

I understand your frustration about not being able to track your exercises correctly. Our team is aware of this situation experienced with the Sense crashing by itself and they're working to identify a solution as soon as possible.  I'm sorry for this inconvenience and in the meantime, I'd suggest opening the Fitbit app prior to start the Exercise app, so your watch won't interrupt your exercise tracking. Please know your feedback hasn't gone unnoticed and will be passed along so our team can be informed of the impact to all of you.

If you have other questions not related to this topic, I'd encourage you to start a new thread so you can have more chances to receive help from the Community moderators and members.

See you around.

[mnky]

I'm using the latest firmware and IOS app versions, as well as the latest version of IOS.

It doesn't seem to crash when I'm doing free weights or treadmill, only walking, so I suspect the issue is in the GPS code.