App is crashing and missing data

[Emily418]

After the most recent update my fitbit app either won’t open at all or crashes within a few minutes of using it. My phone is updated with the latest iOS update and I’ve tried deleting and reinstall installing the fitbit app as well as restarting my phone. I’m not sure what else to try 

Moderator edit: subject for clarity

[Matthew4]

I had a crash of sorts too with the Fitbit app. Most of my data was missing in the app for about an hour and just suddenly about ½ hour ago on my iPod Touch. Calories, weight, number of days exercised this week was all that was showing. Everything else was missing: steps taken, heart rate, number of miles, number of minutes exercised, number of floors climbed, sleep data were all not showing until a ½ hour ago in spite of me closing and opening the app and doing several syncs with my Fitbit Charge 2. Also, up until a ½ hour ago, after I logged into my account on Fitbit.com, my dashboard was missing and only showed a blank black page even after I refreshed the page many times. In the 3 ½ years I’ve owned my Fitbit Charge 2 this never happened to me until just very recently. It is very strange to me and I sort of wish I knew why it happened!

[Egreulich]

My app crashed 50 minutes ago, came back on with everything right, then 2 minutes ago went right back to being crashed with only calories showing in the activity portion.

[Matthew4]

Same here! Immediately after I posted, the app is missing most of my data again. Also, when I log into Fitbit.com now, the page is very slow to load and is missing a couple of the statistics. Strange!

[Linfon85]

 

[Matthew4]

Yes! that's how mine looks in English! Weird!

[gadawg84]

I’m having the same problem. Fitbit at the top of the screen and nothing else. Shuts down almost immediately. Fitbit versa, version 3.21 

[Emily418]

Yes! That’s exactly what is happening to me. 

[Macfelon]

Yeah, 3.21 is crashing everytime I try to reference or add saved food in logging.

[LiliyaFitbit]

Hello everyone, thanks for your participation in the Community and reporting the issue with the Fitbit app crashing and missing data. 

I understand that this can be very frustrating and appreciate your feedback. I apologize for any inconvenience this has caused. This issue was reported to our team and should be resolved now. The Fitbit app should now be up and running normally. Make sure the Fitbit app and your phone are up-to-date.

I'll be around if you need further help. 

[dsbit]

 Not only has it crashed on my iPhone, the app disappeared on my iMac and won't launch. The steps, miles, etc either don't log or are different between my iPhone and tracker.

Exactly what are "recent events affecting our operations" noted above in bright pink? Has the fitbit taken a nosedive or is this something that it's working on? My husband and I each have a fitbit. He can't get a broken band replaced and I can't get device to work. Is this the end of having a fitbit and apple products? We are big fitbit fans, but......the fitness tracker has become a lifestyle and.....well, I wouldn't bet on me rushing out to buy 2 new fitbits. Please get this resolved and then respond to your clients who would like to use your products.

[dsbit]

Correction to reply below. Fitbit has crashed on my iPhone and the app disappeared on my MacBook. Sorry for the confusion in Mac products. 

[Holtzmann]

---

@dsbit wrote:

 Not only has it crashed on my iPhone, the app disappeared on my iMac and won't launch. The steps, miles, etc either don't log or are different between my iPhone and tracker.

Exactly what are "recent events affecting our operations" noted above in bright pink? Has the fitbit taken a nosedive or is this something that it's working on? My husband and I each have a fitbit. He can't get a broken band replaced and I can't get device to work. Is this the end of having a fitbit and apple products? We are big fitbit fans, but......the fitness tracker has become a lifestyle and.....well, I wouldn't bet on me rushing out to buy 2 new fitbits. Please get this resolved and then respond to your clients who would like to use your products.

---

The coronavirus pandemic. 

[shawnp1016]

I am having the same issues and have been for about 2 weeks. I didn’t everything they told me to.. deleted the app, put it back on, deleted my device, put it back on.. it will work for a minute and then crashes. 

[LiliyaFitbit]

Hello everyone. Thank you for your updates in this thread.

I appreciate everyone's feedback, I understand that this can be very frustrating. Thank you for your troubleshooting efforts. If you haven't done this already, I recommend to uninstall and reinstall the app. Please confirm if you have the latest Fitbit app version 3.22 and let me know your OS version. Does the app crash when you try to log something? 

@dsbit if the Fitbit Connect program disappeared from your Mac computer you can install it again by following these steps:

1. Go to http://www.fitbit.com/setup.
2. Scroll down and click the pink Downloadbutton.
3. After the download completes, double-click the downloaded file to start installation.

Looking forward to hearing back from you.

[Emily418]

Hello,
my app is updated, and I am using an iPhone 8+ 

For me, the app crashes when I first try to open it. It can sometimes take hours of repetitively clicking on the app in order for it to open up. Once it opens I am usually fine, but getting it to open has been the trouble here. 
thanks for your reply! 

[LiliyaFitbit]

Hi @Emily418 , thank you for your reply.

I appreciate your efforts and the additional details. Have you tried to uninstall and reinstall the app? In order for us to continue investigating the issue please let me know your OS for us to investigate further. You can follow these steps to confirm if your phone is up-to-date: Update your iPhone, iPad, or iPod touch.

Please keep me posted. 

[Emily418]

I am using iOS 13.5 and yes, I have downloaded and reinstalled a couple times without any luck.
Thank you!

Sent from my iPhone

[LiliyaFitbit]

Hi @Emily418, thank you for your reply.

Thanks for the information provided. I am forwarding this to our team so they can take a better look at this situation. Once we have more to share about this, we'll make sure to update this thread accordingly. I appreciate your patience. 

Let me know if you have any questions.