App crash/freezes after 2.49 update

[KateFitbit]

Fitbit Update 5/9/2018: This issue was resolved in 2.50. I'll be closing this thread from further response. If you are experiencing similar issues, please start a new thread. Thanks for your reports!

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Fitbit Update 5/4/2018: 2.50 has been released, can you please update your app and try again. If the app is still crashing/freezing please let me know.

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 Fitbit Update 5/2/2018: Hi Everyone - I'd like to suggest two possible workarounds for those experiencing this app crash:

1. Try turning off Bluetooth before opening the app. 

2. Try turning on Airplane mode and then open the app. 

If either work, please let me know. Thanks again for your patience as we work to resolve this issue.  

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Update 4/25/2018: Hi everyone, I've merged a few reports of the app freezing or crashing after iOS update 2.49. Our team is aware and currently investigating. Thanks very much for your reports. As a workaround, you may want to try deleting and reinstalling the app as mentioned in @LZeeW's post.

[Nettie27]

This doesn't work for me, it's the app that is playing up, not the Fitbit.  I have tried everything and nothing works....

[RhiRun]

My husband and I are both having he same problem. His iPhone is a 6s and mine is a 7. Both running current iOS version. Neither app works at ALL. Freezes on syncing screen. Both uninstalled and reinstalled and still neither works. 

[Nettie27]

Hi,

I went to help.fit.com and went to the support page to email to say the app wasn't working. People who are part of the Fitbit community can only advise so you need to contact Fitbit Support to let them know the app isn't working. Saying that I emailed them on Saturday and haven't had a reply. Am hoping if enough people contact support they will have to do another update.

Thanks

Nettie27

[GoneWondering]

Hiya Nettie27, I have now received an email from support saying that they are aware of the issue and it is a “known bug” and that they are “still not able to provide a definite time as to when it will be resolved” and that they “are working very diligently to provide a fix.” 

Fingers crossed! 🤞🏻

[Nettie27]

Hi GoneWondering,

Thank you so much for the update. I emailed them on Saturday and have not received a reply. I'm sure many people have emailed them saying the same thing. If you hear anymore could you let me know? Many thanks for your help Nettie27

[GoneWondering]

No problem Nettie27 and absolutely! 😊

[KateFitbit]

@GoneWondering, @Nettie27 thanks for reaching out to customer support. One way you could help our team to investigate is to send your logs. To do that: 

1. Turn ON Airplane Mode 
2. Go to Account > Help > Contact Customer Support 
3. Tap 'Ok' on the pop up prompt 
4. You should an email contact form. 
5. Turn OFF Airplane Mode 
6. Include in the text iOS app logs and send email. 

If you have or can do that, let me know and I'll alert our team that the logs are on the way. 

[SunsetRunner]

Is there any news about this?  My app is essentially catatonic and seems to have been so since the 25th of April.  I'd kind of like to be able to set alarms and so on again: if the current version is hopelessly buggy (which it seems to be) is it not possible just to roll out what's effectively an older version via the app store while it's being debugged?  The current situation is not good.

I'm using iOS 11.3 on an iPhone 6, Charge 2 (and a Charge but I don't use that any more).

[GoneWondering]

@KateFitbit Done

[SunsetRunner]

I would think that after a week there would be an answer or better yet a fix as to why the Fitbits are not syncing.  Uninstalling and reinstalling the app or any of the other "fixes" does not fix this problem.  Is there an update on the progress being made?

[PhoenixEgg]

Done and sent. Hope this helps them resolve any issues

[KateFitbit]

@PhoenixEgg, @GoneWondering thanks for your help and sending your logs. We aren't able to replicate this, so this is very helpful in providing further insight into what is occurring. 

@SunsetRunner, @SunsetRunner we are reviewing why some users are experiencing an app crash and appreciate your patience. If you would like to forward your logs, it would help in our investigation. 

[SunsetRunner]

I don't know why but after I sent the message my fitbit is updating. I'm not sure why and it doesn't make any sense to me but now it is syncing like it is supposed to.  It is not crashing while syncing, the steps are correct and I can move about in the app.  Not sure what happened but thank you whoever is responsible.

[JennyPomPom]

I have uninstalled and reinstalled the app and removed my Alta HR but now I cannot add it, the device is picked up but then once I enter the four digit number it doesn’t complete the process. Any ideas?

[KateFitbit]

Hi Everyone - I'd like to suggest two possible workarounds for those experiencing this app crash

1. Try turning off Bluetooth before opening the app. 

2. Try turning on Airplane mode and then open the app. 

If either work, please let me know. Thanks! 

@JennyPomPom you should check out the troubleshoots in this article to help get your Alta HR set up. 

[PhoenixEgg]

If Bluetooth is off I can open the app without issue. 

Its the the connection between the app and Fitbit that seems to be causing he issue at present. It find my device and gives me an authentication code to pair my device and my iPhone but crashes out at the ‘connecting to fitbit’ Stage. 

Given it it wouldn’t sync previously I can’t see this being an issue with either my charge 2 or my iPhone as every other connection is fine. 

Will have to to see what support say. They have my most recent Logs so hopefully that should identify the crash point 

[Nettie27]

Hi Kate,

Thanks for your message, I cannot access my Fitbit without turning on Bluetooth and if I turn airplane mode on instead it simply tells me to turn Airplane mode off and turn Bluetooth on. 

Thanks for for your help in this matter

Nettie 27

[KateFitbit]

@Nettie27, @PhoenixEgg thanks for the feedback, it's very helpful.  

[cindybear58]

Turning on airplane mode works to open the app.  Turning off Bluetooth does not.

[JennyPomPom]

Hi @KateFitbit thanks for the advice, I have followed the article, I knew how to connect it, that’s not the problem. The issue I have is that the app would not sync with the Fitbit, same issues as others on this thread have experienced, so I removed it and now when I try and add it I’m getting to the connection stage after the number and it sits there for a while then crashes the app