Continuing food logging issues

[jeterway]

Please note that I did apply the update to the fitbit app that was released last week.  I had posted this update on the original post but I'm guessing that no one is looking at that one because it is deemed 'resolved'.  And I guess technically it is because items are no longer disappearing but the app is still not usable for entering food.  Here is my post from last week:  So, I tried entering tonights dinner. The good news is that every entry that I entered stayed in the food log. However, when I chose something from either the food list or my recent food list, if I had to adjust the quanitity eaten, the calories did not change. As an example, I pulled up chicken breast, I think it was 2.5 ounces and I changed it to 4 ounces, the calorie count remained at what it was for the 2.5 ounce quantity. This is a problem that I had previously reported that does not seem to be fixed. It used to happen sporadically, not sure if that is still the case or if that is now happening all of the time. Quite frustrated at the moment so not really interested in continued testing of this problem. The only way to get the calories to adjust is to go to the website on my laptop and adjust the quantity and then put it back again to the right quantity as just changing it to the same number does not cause it to update. So my question is did anyone thoroughly test this fix or just test to see if the disappearing item was fixed. Still very frustrating to do the entry as most of us want to do it right after eating and are usually using our phones.

[RobertoME]

Hello @jeterway, good to see you around and for bring this issue to my attention. So far I haven't heard anything related similar to the issue you are experiencing. If you apply the most recent updates to the app it might be possible it require a restart, for this I recommend the following: 

1. Log out from your Dashboard and double tap the home button on your iOS device. Your open apps will show on your device's screen. 
2. Close the Fitbit app by swiping the app image in an upward motion. 
3. Reopen the Fitbit app and try again.

Hope this helps and let me know how it goes.

[jeterway]

I know that I did this as soon as I updated the app when the last update was released.  But I did it again just in case.  I selected something from my recent food list - chicken breast skinless it came up with 4 oz at 180 calories - as I changed the quantity to 10 ounces, the calories remained at 180, I changed the quantity to 1/20 of an ounce and again it stayed at 180 calories.  Not sure how you guys don't know about the problems associated with food entry on ios unless you dont use iphones/ipads.  While the apps interface is better, the calorie counts are horrible making using the app useless.  I just noticed a problem with another item on my food list and had to go back on the website food log for the past week and fix things.  This app has been useless since the update to it at the beginning of april.  I believe you gave us the active hours function with that update.  I would be willing to go back prior to that update as it was somewhat more stable than what we have now.

[MarreFitbit]

Have you made sure that the latest version of the Fitbit app is already installed? After updating it let me know if you keep having this issue. 

Thanks for the heads up my friend @jeterway! 

[jeterway]

You folks are driving me crazy with this problem.  I updated my app on my phone yesterday I believe.  I deactivated the app by swiping up on my iphone and then restarted the app.  I have stated before in reporting this problem that I have followed this procedure.  Today, just before typing this response, I selected chicken breast skinless from the food list and as I changed the quantity of the food, the calorie count did not change - I believe it started with 4 ounces and no matter how many ounces I changed it to, the calorie count remained at 180.  The same thing is happening with chicken thighs generic - it starts out at 6 ounces for 223 calories and no matter what i change the ounces to, the calorie count remains at 223 calories.  So, please hear this for the last time:  I have the lastest version of the app on my phone unless you fixed it again today.  I did remove the app and re=add it.  I really am quite frustrated and annoyed that this problem still exists for over a month since I noticed it happening.  Each of you keep saying that you dont know about the problem yet when I give you feedback, I hear nothing.  I will gladly get on a phone call with you where you can log in as me and see this happen but I would think other folks have the same problem, they just don't know it is happening.  The only thing keeping me on your food logging app is the fact that I have so much history already out there.

[MarreFitbit]

Thanks for getting back @jeterway. I totally understand where your concern is coming from, so I'd recommend getting in touch with Customer Support directly. 

I've taken a look with support and it seems that you haven't contacted them recently about this issue. I'm pretty sure they will find where the issue is coming from, just don't forget to tell them the steps you've done so far to avoid getting the same ones.

All the best!

[jeterway]

I have not contacted support via a phone call if that is what you mean.  I thought that by stating my problem in the forums and the moderators seeing it was contacting support.  I do not have the time to spend on the phone with someone to describe the problem as I have detailed it in here.  There is no block of time that I can sacrifice to place this call.  What purpose are these forums if not to report problems?  Use of the app is much more user friendly than using the website to enter the food.  Other websites have a much more user friendly website and app - so I will use those.  I suspect that most folks using these forums are not aware of the lack of ownership that is taken on your part for issues that they post.

[RobertoME · Accepted solution]

Hello @jeterway. Please keep in mind that the Fitbit forums is a channel of communication and we as moderators provide possible solutions based on our experience with the Fitbit products. Beyond that, we are not able to address technical issues or review your devices history or in this case the mobile  app. Reason why my good friend @MarreFitbit recommended to contact support as they have more tools to investigate.

However as I mentioned before, we moderators provide suggestions base on our experience, so I went and test this on my own and I logged food using the same criteria you reported before on the iOS app. Now this is what is happening: I logged 4 piece of Chicken breast, each breast according to the food data base has 156 calories. If you look below the serving options, you will see a bar slider which estimates your calories based on your entries. Now the tricky part is that you must move this slider to the "Most Common" option to log the correct amount of calories which is 624 calories. Otherwise it will log only the default amount or where the slider is located on your calories to log.

So I went back to edit the amount of pieces I logged before, as I lower the amount of pieces the "Most Common" calories decreased, not the calories originally logged tough. So you need to move the slider to the suggested amount to lower your calories as it wont change it automatically.

Something to keep in mind is that this calorie bar will appear depending of the food you are logging as it wont be shown with all the food.

Hope this helps to explain a little what is happening with your app.