Fitbit app freezes and tiles are unresponsive

[sprokk]

This has just happened to me too. Deleted the app to try again and the same- tracks everything but cannot physically click on any of the menu options at all. 

Any suggestions?

Moderator Edit: Clarified subject

[musevicky]

This has happened to me a few times now 

I open the exercise app and select it to start tracking. Then if I accidentally shut down the app whilst shutting other apps down I then can not open anything once I re-open the app

the only thing that solves it is logging out and then logging back in. It registers the walk and footsteps but not how far or where you’ve gone on the gps settings. 

very annoying 

[pcpix]

Hi. The issue happens only when I am using the app to record an exercise using the GPS. It can be either a walk, a hike or a run, although mostly for me they are brisk walks or hikes. The only fix is to delete, then download and reinstall the app. Force quitting, logging out and back in or even restarting my phone do not help. I am using iOS 13.5.1, but it has been happening for a while now and I really cannot remember the version of iOS I was on when it started.

[sprokk]

Hi- the issue happens the same as other users. When using GPS from either the watch OR app to track a run, hike or bike.

Sometimes it works but more often than not the watch will say ‘Check Fitbit App’ and the app will then have crashed. Most options in the app are then frozen and it will not respond.

This has happened for the last couple of months and the only way to get around it is deleting the app, reinstalling and forcing the phone to shut down/reset as per the hard reset options. Works for a couple of times and then gets stuck again.

Hope you can help.

iOS 13.4.1 but not sure when this started. Happens to my mate too on iPhone and is also mentioned a lot on a Runners Forum I’m on recently.


Thank you

Sent from Mail for Windows 10

[LiliyaFitbit]

Thanks for participating in this thread, and sharing more details about this issue.

I appreciate the information you have provided, I'll make sure to forward it to our team so they can take a better look at this situation. Once we have more to share about this, I'll make sure to update this thread accordingly. Your feedback and comments are greatly appreciated.

I'll be around if you have any questions or concerns. 

[KatB617]

That happened to me before. I deleted the app and reinstalled however, it deleted months of my stored data and I had to start all over again. It happened again today and I am loathe to try that fix again...

Moderator Edit: Clarified subject

[Rach_Roxy]

Oh no! Sorry to hear about that frustrating experience Kat. Logging out and back in worked for me, so might be worth a try before deleting the app. Good luck.

[R.Adams]

Same issues. After connecting gps for an exercise, unable to log anything. 

[sprokk]

Thanks for the comments everyone.

I’ve been contacted by technical support who are not understanding the issue at all. They keep saying to reset the Fitbit, and the app- clear the cache etc but the problem is still as follows.

When selecting Exercise —> Run on the Blaze it still says connecting and then Check Fitbit App. The app is then completely frozen. This needs downloading again and is becoming really annoying. iOS up to date so not sure what the issue is.

Other than this GPS link problem everything is still tracking. Can also select a run from the app directly and it doesn’t freeze- just from the app as many of you have mentioned.

A lot of people have said they have moved from the Blaze. Is it no longer being supported? Thanks

Sent from my iPhone

[LizzyFitbit]

Hi @R.Adams, welcome on board. @sprokk. It's great to see you here in the forums.

Thanks for your continued reports and the steps tried to get the Fitbit app working correctly. I'm sorry that you're having this experience. This has been escalated to the team so they can further investigate and resolve it as soon as possible. I'll update this thread once I receive more details from them. Please know that your feedback won't go unnoticed.

Feel free to let me know if you have another question.

[sprokk]

Thanks for the quick reply!

They have been in touch and say a number of Blaze users have this issue and wanted me to confirm my iOS. Still didn’t work tonight when I tried and my phone is up to date so hopefully will sort something soon.


Is this happening with any other Fitbit or just the Blaze?

Adam

Sent from my iPhone

[LizzyFitbit]

Hi @KatB617 and @Rach_Roxy. Welcome! It's great to see new faces around.

@KatB617, thanks for bringing this to my attention and sharing that your data isn't showing up in the Fitbit app. I totally understated how important is to keep your data saved in your account and let's work on this together. First of all, I'm wondering if you're totally sure you're not using two different accounts when trying to log into your account? This happened to me once, I thought I was logging in with the right account but I wasn't, I put a similar one since the only difference was a letter in between. So, I'm assuming this would be the case and everything will work since your Fitbit device is setup in your new account but your previous data will not be displayed there.

Would you mind verifying this? To do that, please follow these steps:

1. Go to the Fitbit app in your iPhone and tap on your profile icon.
2. In the Privacy and Security section, tap Security and Login.
3. Under "Change Email" you'll see the email that is currently linked to your Fitbit account.

Trying to verify if this is the original email you used to use with your app. If it doesn't, try logging out and logging back in by using the correct email.

@Rach_Roxy, thanks for stopping by to share the steps that worked for you. I'm sure others will also find your post very helpful.

I'll be around if you have another question.

[SuepJ55]

I am having the same problem. It’s tracking my heart rate but I can’t enter any food or modify exercise. How do I fix this?

[sprokk]

Yes- it’s been a couple of months now.

They are hoping to get this sorted.

I don’t want to have to request a different watch.

This has been escalated but keep being told to uninstall and reinstall which is hardly a viable solution.


Sent from Mail for Windows 10

[LizzyFitbit]

Hi @SuepJ55. A warm welcome to the Community Forums.

Thanks for joining this thread and sharing that the Fitbit app isn't allowing you to log your details. I'll help you out with this situation. Just to confirm, have you tried the steps shared in my previous post? If not, please give it a try to get the Fitbit app working correctly when logging your details. If by any chance the same keeps happening, provide me with your phone's model and iOS/software version so I can look into this.

Keep me posted.

[LizzyFitbit]

Hi @sprokk. I'm glad to see you here again.

Thanks for the updates and sharing your feedback about the experience with the Support team. Our team has been informed about this issue which is affecting the Fitbit app directly regardless of the Fitbit device that you have and they're currently working on this to bring a solution as soon as possible. I'm sorry that you're going through this situation and once there are more details to share, we'll update this thread.

I'll be around if you need anything else.

[Didobbs]

I use the app on my phone and the phone GPS to track my steps. Today, I can't even get into tracking. 

[Rich_Laue]

I assume your asking about using the app to record a walk/run/hike.

What happens when you try to record?

[MrMarv]

@Didobbs - 

In addition to what @Rich_Laue said:

• I will not assume you start tracking a "walk" using the app.
• May I ask what release of the iOS app do you have?
• What device do you have?
• Do you start the walk in the app or use your device's walk app if it has one?
• If you do not start the walk in the app, but use a "Walk" exercise app on your device, is your iOS release less than 3.24 and were you either putting your iPhone into screen-lock or have another app in the foreground when you lost your GPS link, or can you not even start a GPS assisted walk exercise on your device, maybe because it is not active in the foreground?

The reason I went a little detailed in my questions is that I have not been able to get a clean Bluetooth pairing with my Versa 2 since I installed it in January of this year. It wasn't until I upgraded to the iOS app version 3.24 that I was able to start a Walk exercise on my Versa 2 without it having too be in the foreground on my phone and would only continue to track the walk while it remained in the foreground.

[Didobbs]

When I click on the track button on the dashboard nothing happens. None of the links on the dashboard are active. 

[MIrowdygirl]

I was actually mid-tracked walk this morning when it happened to me. I unlocked my phone to check my distance/time as I knew I was past when I should have gotten the vocal cue I’d set and, instead of showing me the active tracking session, my dashboard was displayed and nothing on the dashboard was clickable except the “edit” button. Tried rebooting the app, restarting phone, next step will be to uninstall/reinstall the app but not sure that will help given what I’m reading so far.