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

[pcpix]

I thought I was doing better because everything worked for a week or so, but this AM I took my morning walk on one of my usual routes. Half way through I noticed that the blue line indicating GPS tracking had disappeared and the app had stopped tracking my route again (and stopped allowing me to select anything). I deleted and downloaded the app again. Started tracking again and a quarter mile later, I noticed the blue line had disappeared again. I deleted and downloaded one last time and tried again. This time the blue line disappeared after about five steps. I actually watched it vanish. I gave up at that point. Now I have a new issue is that the app doesn't refresh unless I force it to do so (by pulling down on the screen). This is getting frustrating. thanks for any help.

[sprokk]

Yes seems to be in a loop at the moment and completely crashes when you go into the app to check.

Occasionally it will say ‘check Fitbit app’ and nothing works- just freezes up. As you say- only way is to reinstall.

They seem to be looking at it but it’s driving me and a lot of others mad!

Sent from my iPhone

[DiscDancer]

Did it ever come back? I was tracking exercise, swiped the app off, now everything is locked up. 

[sprokk]

Still does it with me too!

It gets better for a few goes if you uninstall the app, refresh it (as per hard reset instructions on FitBit website) and reinstall. But it happens again eventually.

I’m pleased a few others have this problem- driving me mad!

Sent from my iPhone

[DiscDancer]

Thx! Re-installing worked! It happened when I was tracking a walk in GPS mode, and I swiped the app closed. 

[LizzyFitbit]

Hi everyone. I'm glad to see you here in the forums and I'm sorry for the delay.

Thanks for your efforts while working on this, as well for sharing the steps that have worked for you. I understand how you're feeling about the Fitbit app not working correctly and our team continues working hard on this situation to get it resolved. While I don't have a time frame, I'll keep you updated as soon as I have more details.

By the way, I've moved some of your posts to this thread so we can keep our forums organized and on-topic.

Feel free to reply back if you have another question.

[MariaD72]

Has this issue been investigated? I’m still experiencing it. 

[Chezpad26]

I have been experiencing the same issue when tracking an activity. I make sure Auto pause is initiated so I don’t tend to check the progress during the exercise but once I finish and update the app I then can’t open anything. 
I was reluctant to delete the App in case I lost data like others have found. 
After trying many things I actually found that if I left it until the next day and synced up the App, everything once again became accessible and all the activity was logged. 
Clearly though something isn’t quite right!!

[adame8g]

I'm pretty sure I know what might cause this. I started a run, and I had the Fitbit app tracking my run while also having Google maps track and wayfind my route. (It was a new route.) When my run was over, I looked at my phone and Fitbit seemed to have crashed. I swapped back to the app and it seemed to no longer be tracking my run. However, at this point the app was just unresponsive. Force quitting the app resulted in no change in behavior.

I had to log out and log back in before I was able to interact with any cards.

If I were one of your engineers, I'd examine what happens to Fitbit when it crashes in the middle of tracking a run. Maybe the type of crash matters, but maybe it doesn't? One would imagine that Fitbit would be able to recover a run that began, in this situation.

[SuepJ55]

Yes I did the same thing. Logged out then logged back in and my workout was retrieved and the app was back to normal. Thanks for responding!

Sent from my iPhone

[LizzyFitbit]

Hi @MariaD72 and @Chezpad26. Welcome on board.

Thanks for taking the time to share your experience with the Fitbit app and the steps that have worked for you. I see your point of view about this situation and just to confirm, is the Fitbit app updated to the latest version? If that's correct, please give a try to the following steps:

1. Log out from the Fitbit app.
2. Force quit the Fitbit app.
3. Reboot your phone.
4. Open the Fitbit app and log back in to your Fitbit account.
5. Sync your Fitbit to update your details and try using the Fitbit app as you normally do.

[LizzyFitbit]

Hi @adame8g, welcome on board. @SuepJ55, it's nice to see you around the forums.

@adame8g, thanks for sharing your thoughts about this situation and the steps tried to get the Fitbit app working. I see your point of view since this continues happening when tracking your exercises. Even though you've tried some steps, may I know if you've exhausted the steps shared in my previous post? If that's correct, I'll need you to provide me with your phone's model and OS/software version. These details will help me to further investigate.

@SuepJ55, you're welcome and I'm glad that the Fitbit app is working back to normal! If you need anything else, don't hesitate to let me know.

[Moitory08]

I am experiencing this also. Nothing has fixed it so far - tried rebooting, removing, etc. Please @LizzyFitbit help! It’s frustrating to say the least. 

[Natashapfc]

I am having this same issue and I do not have two account logins. I was out for a walk while GPS tracking it and my phone died which closed the app. When I turned my phone back on none of the buttons in the app would work. I logged out and back in again and it started working again. I certainly hope Fitbit is working on their end to determine what this issue is and resolve it from happening in the future. A onetime fix is great and I am happy it is resolved for now but do not want to have to log in and out regularly to fix a known issue that has not been resolved on the app. Thank you. 

[SunsetRunner]

I too accidentally closed the app while tracking a walk and had the same issues. I followed the suggestions above and deleted the app and then reinstalled and logged in again. However, I hope that FitBit fixes this issue. I would have liked the app to ask me if I was still exercising when I reopened it and picked up where it left off, like most GPS apps I am familiar with do.

[amy.e.123]

I am having this same issue.  Probably happens once a week.  I can reset it by logging out and back in, but pretty frustrating that the app continues to crash while tracking exercise.  

[Ballie1990]

THANK YOU! for the tip regarding logging out and back in! It worked for me. After updating the app, updating my phone and restarting my phone didn’t work. 

[FLGirlBeth]

I went in thru my computer to my Fitbit account and changed my password (Truth I forgot it). Then I logged into app on phone with new password and it was back to normal. 

[jdl1948]

I was having the same problem.  New Charge 2, just trying to learn how to use it, technologically challenged old fart.  I couldn't open the sleep record, exercise history, anything, although it was working fine yesterday.  I did all the steps listed by Lizzy and it seems to be working again.  This is only my 4th day with the device-- hope it doesn't make a habit of this.

[LizzyFitbit]

Hi everyone. I'm glad to continue seeing you around.

@Ballie1990, @FLGirlBeth and @jdl1948, thanks for taking the time to try the suggestions from my post. You did an awesome job and I'm glad that it worked on some of you. In case you have time, let me invite you to visit the Health & Wellness board where you can make friends and find tips from other members to work toward your goals. If there's anything else I can do for you, please keep me posted!

@amy.e.123, thanks for your efforts and I'm sorry that the Fitbit app is still crashing while tracking your exercises. Just to confirm, does this happen when going to the Fitbit app > "+" sign next to the exercise tile > Track option? Or is it when manually logging an activity? To further investigate, please let me know the model and OS/software version of your phone.

By the way, I've moved some of your posts to this new thread so you can have more chances to receive help from the Community.