Fitbit app crashes with new app update (3.39) when using an iPad

[xJennKAx]

With the recent update, my first generation Versa takes longer to sync and the app just doesn’t work- I’m not getting sleep scores, I can’t view any of my information. 

Moderator edit: subject for clarity 

[Bellingham2000]

Help! We’ve set up an Ace 2 for my son (using family account) - have installed Fitbit app onto iPad (latest iOS, all up to date). The app opens, we’ve switched to kid view, it’s paired with the Ace2 and is showing steps taken etc - but whenever we try to select the Ace2 device (he wants to change the clock face), the app instantly crashes. We’ve tried rebooting the iPad and the watch multiple times. Do we need to try a different device, and if so, how do we pair the Ace 2 with a new device? It’s his birthday and he’s quite upset about it...

[Sokrblnd04]

Same here! I can’t access my sleep scores. I click sleep and it freezes and then crashes. I have a Fitbit Blaze. 

[Pixelmuse]

Experiencing the same problem. Cannot access sleep scores. Once on the sleep page, everything freezes. 

[Dasjr56]

Same here. App freezes since last update. 

[lingerwood]

Me too. Charge HR and ios 12.5.1. Sleep screen freezes and the app must be restarted.

[PaulaCWest]

App shuts down when trying to set alarm on iPad.

[Kaylee3]

I recently got the Fitbit versa 3 for my birthday, and was eager to use it. I had read about is and saw you can change clock faces, and so I have repetitively tried to click the versa 3 button, but then the app crashes

[g-r-d]

Yep sleep locks the app 

no one does proper testing anymore!

[LiliyaFitbit]

Hi everyone!

Thanks for the details shared in your posts. I understand how you are feeling and appreciate your troubleshooting efforts. I recommend trying the following:

1. Log out from the Fitbit app.
2. Force quit the Fitbit app.
3. Reboot your iOS device.
4. Confirm your phone is up-to-date: Update your iPhone, iPad, or iPod touch.
5. Open the Fitbit app and log back into your account.
6. If the issue persists, try to uninstall and reinstall the app. 

If you continue experiencing difficulties, try to clear your iPhone/iPad cache by following these steps. If the issue persists, please provide the model of your iOS device and the operating system. I will be glad to investigate further. 

Hope this helps!

[Kaylee3]

None of these steps are working for me.Thank you for trying to help. Also I have always Ben very satisfied with Fitbit,very durable products and fast help thank you so much. 

[lingerwood]

Reloading the app seems to have solved the problem. Thanks.

[LiliyaFitbit]

Thank you for your replies, @Kaylee3 @lingerwood.

I appreciate your efforts and would like to confirm that this issue has been reported to our team and they are currently investigating it. As soon as there is any news on the matter, I'll be sharing them. Thanks for your reports and patience as we work on a fix. 

@lingerwood I am glad to hear reloading the app helped you resolve the issue. Thank you for the update.

@Kaylee3 I appreciate your time and feedback and look forward to getting you back on track.

I'll be around.

[xJennKAx]

Hi! If I uninstall the app, will I lose all of my data? I’ve been using FitBit for several years and I’d hate to lose it. I did everything else that was recommended and it is not freezing, but I’m not getting sleep scores since the update, it isn’t recognizing that I’m sleeping and I’m having to add it in manually, and my versa has trouble syncing with the app.


Sent from Yahoo Mail for iPhone

[PaulaCWest]

Since recent update, my app crashes on my iPad when trying to set an alarm. I have Fitbit Alta.

[LiliyaFitbit]

Thank you for your replies, @xJennKAx @PaulaCWest. 

@xJennKAx I appreciate your efforts and the additional details. I understand how you are feeling and would like to confirm that you shouldn't lose your data if you uninstall and reinstall the Fitbit app. Thank you for confirming that you're no longer experiencing the issue with the app freezing and crashing. Regarding the issue with sleep score, you must see sleep stages in order to see a sleep score. For more information about sleep score, please see What's sleep score in the Fitbit app? If you don't see sleep stages, please restart your watch and follow our troubleshooting instructions in this help article: Why don't I see sleep stages today? For syncing difficulty, check this help article. 

@PaulaCWest Thank you for providing the additional details.

For the ones who continue experiencing an issue with the app freezing and crashing, please confirm if you're using an iPad and provide the model of your iOS device and the operating system for further investigation. 

See you around.

[PaulaCWest]

I have followed all of the suggestions and app still crashes on iPad when trying to set an alarm. I’ve had an Alta for a long time and have never had this problem, or have any problem that lasts 2 days.

[PaulaCWest]

iPad Mini 4, iPadOS 14.4. 
App crashes when trying to set alarm—tried all tips, still crashes.

[g-r-d]

Process worked thank you 

[Vickymaris77]

Today I wanted to change the Clock Face on my Charge 4. When I go to Today tab>My profile picture>my device image, it crashes the app. This wasn’t happening a few days ago. 

I was wondering if this has happened to someone in this community and can share their solution to the problem. I tried searching for the solution online but couldn’t find something concrete regarding this issue.

TIA