App Crashes When Accessing Sleep Tile - App Ver 3.39

[AlvaroFitbit]

Hello everyone.

Many users have reported that the Fitbit app for iOS crashes when trying to access the Sleep area. Thanks for letting us know about this issue. We’re aware of it and our team is working to identify a resolution as quickly as possible. 

We're sorry for any trouble. We appreciate your patience and look forward to getting you back on track.

[KFit789]

As of updating my iOS app this morning, it's still happening. Once it caught up with the servers, I left the app open and was able to update things with no problems. Just closed the app, and re-opened, and it froze again until (I guess) it properly communicated with the servers.

Beyond frustrating, and whatever was in the latest app update didn't fix the problem at all.

So we wait some more.

[Shannon42e]

Is there a resolution to this issue yet?  I am still seeing my app crash if I try to go into my sleep data.

[LiliyaFitbit]

Hello all, thank you for the updates.

I totally understand how frustrating this is for you, thank you for your feedback and comments. Our team is working to identify a resolution as quickly as possible. I'll update this thread once I receive more details from them. Please keep your Fitbit app up-to-date to ensure you receive the quickest resolution: How do I update the Fitbit app? 

I’ll be around.

[KFit789]

The biggest part of the hangup with the sleep tile seems to be the "sleep score". The data from the fitbit will update when I first open the app. If I immediately click the sleep tile, it will open and then freeze, with a blank space where the "sleep score" bar graph will go. The app *will not* unfreeze until that "sleep score" updates completely.

Even on reopening the app, this is still the problem. The screen will freeze on the sleep information with only the time slept to the right of the sleep chart and will not unfreeze until it decides that the "sleep score" should be there instead.

Since "sleep score" is utterly useless to me, this is infinitely frustrating.

[mikebuzz]

Sleep details are loading, but it takes a long time. I had previously thought it was locking up (crashing), but if you wait about 30-45 seconds it will load. Additionally, I have noticed since this issue began in early March, that my sleep score has gotten much worse. My sleep cycles are the same as always and my routine hasn’t changed, but my score has deteriorated by 10-15 points.  It seems the algorithm has been altered and maybe this is why it takes so long to load sleep data?

[TimWynn]

Just updated to 3.40.1 and freeze is still occurring. As noted elsewhere on this thread, it’s been happening for over a month and through at least three app updates. Come on FitBit - sort this out.

[BoredWaiting]

I am sure you'll appreciate the irony in asking users to constantly update an app, which seems to get worse and more broken with every update, in hope of a solution only caused by updating the app in the first place. Given the app seems to get worse every time, I'd rather wait until it will fix the issue, not just cause more issues. 

This was caused by an update - why can't you just reverse to a previous, better version of the app - given we know when this arose, it ought to be a 10 minute job to fix - whey hasn't this been done? Your response gives no indication of when you might actually restore a functioning product. I can't be the only person who bought one of these over an Apple watch due to the sleep monitoring - which now doesn't work simply due to an update you could easily reverse.

Can you set out clearly what stage you are at - presumably you have easily identified the update which caused the problem? There must be a reason this hasn't been put right (apart from the obvious one that you already have are money so don't care and are busy mining the data with google)

Could you either restore a functioning product or give me my money back please?

[SunsetRunner]

This response to our issues was posted on March 10...it is now March 30 and STILL no resolution!! Come on, there is no excuse for this!

[thegreenheron]

It’s been almost a month with no fix. And now to add insult to injury, my third Charge 3 has developed the same problem at the same time as the last two - dead pixel lines across the screen at the one year old mark. I’ve been a customer since 2015, but between trackers that seemed program to die at the 1-year mark and now all the issues with the app — it’s really hard to justify not buying a Garmin or Apple Watch at this point. 

[HayJay44]

Well, the sleep screen actually started working on mine on Tuesday - it’s back to being frozen again today. I haven’t run any updates so how can it suddenly work for 2 days and then go back to being frozen? Does anyone think Fitbit are actually bothering to do anything about this? 

[mechael]

I've just recently upgraded and hit this and am now REALLY wishing there was a way to go back to a previous version, can't look at my sleep data at all really now 😞 Could I suggest that, since this is going on rather, fitbit publish a later version regressing to a former unbugged app?

I've also noticed with this version that when I go into the heard rate, click today (or any day), click on the graph (so I get a full screen 24h graph of heart rate), that holding, and moving my finger across the graph there is a quite annoying lag; I move my finger and there is a significant pause before the vertical line judders across to finish under my finger. Weirdly it seems a bit inconsistent, for example at the moment it is not happening on the latest 24h period but is for prior periods, but yesterday it was definitely happening on the latest 24h as well. It's been a while since I upgraded last so I don't know when this issue crept in.

[lseefert]

Yes April 3 and it’s still Happening.  I have owned a Fitbit since 2016 and never been this frustrated ....

[mikebuzz]

I agree! I took their suggestion to re-install the FitBit App and lost all my data. All my workouts, sleep scores, badges, everything is lost!
I called customer support to get help and there was nothing they could do to restore all my data. I think it’s time for an Apple Watch!

[Mikey10353]

Now I at a point where full sleep data takes about 30 seconds or so to fill in and then the sleep function seems  to work correctly. 

[Colleenisme1]

This was March 10, it’s April 3 and it’s still an issue, when will this be fixed?

[Jhydro]

Thanks for the info.  Waiting 30 seconds also works for me.  Better than nothing at this point. 

[CareyS]

Replying to LilyaFitbit's post from the second page of this thread:

This issue has plagued my iPhone app since the recent firmware update.

I just now followed your steps on my iPhone, but added one more. The sleep score is now blazing fast again!

You can also try the following: 

1. Delete the Fitbit app. 

2. Restart your iOS device.

Added ---> 2.1 Restart your Charge 4

3. Install the Fitbit app and log into your Fitbit account. 

Thanks for that suggestion!

[Emma_L]

Every time I try to get my sleep stats from the app everything freezes and i have to restart the app. Anyone experiencing the same problem? 

[TimWynn]

Great tips and worked for me on a Charge2. Only change is that you need to put the Charge2 in the charging cradle and plug it in to a USB socket before attempting the restart (hold button for 4 seconds).

[LiliyaFitbit]

Hello all, thank you for the updates. 

I am glad to hear that some of you were able to resolve the issue. Thank you for your feedback, I appreciate your time and efforts. If you continue experiencing this issue, please make sure your Fitbit app is updated to the latest version: How do I update the Fitbit app? You can also try the steps suggested by @CareyS in this post. 

Hope this helps.