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Issues with food input on iOS 2.53

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‎07-11-2018 11:19 - edited ‎08-14-2018 15:02

‎07-11-2018 11:19 - edited ‎08-14-2018 15:02

Update 7/19/2018: This issue is now resolved, please ensure your app is updated if you still experiencing this issue. We appreciate everyone's patience and cooperation as we worked on a fix. I'll be closing this for further reports. If you are experiencing any new issues with food logging, please start a new thread.

 

Update 7/18/2018: Thanks again everyone for your reports. Glad to hear the update has corrected food logging issues for many.

 

If you are still experiencing this issue, we would love to investigate further. The following would help our team review:  

      • Are you already updated to 2.53.1? 
      • What is the OS version that you are running on your iPhone?  
      • What food database are you using?(See Account>Advanced Settings>Food Database).
      • What language are you using the app in? 
      • What foods are you trying to log? 
      • What specific interaction are you doing that is not working? (Adding, editing, deleting, scanning).
      • What time/date did you see the issue? 

We appreciate the additional details. 

 

Fitbit Update 07/16/2018: Hey everyone -- We have just released an update to the Fitbit app for iOS, version 2.53.1 which we believe resolves the issues with food logging that have been reported in this thread. Please update to 2.53.1 and let me know of the results so I can quickly communicate that to our iOS team.

 

Again, thank you for your continued patience as we worked to get this resolved ASAP.

Update 7/15/2018: 

 

Thanks everyone for your patience on this. We sincerely apologize to anyone who has been affected by this issue and have been working hard to find a fix. We are preparing to roll out an update tomorrow, July 16th to solve the problem. In the meantime, customers can use the food logging feature in the web dashboard: https://www.fitbit.com/foods/log.

Update 7/14/2018: We do realize this is a critical issue and our team continues to work on the cause and a fix. We don't provide timelines, in case something occurs and it can't be met, but we hope to have a resolution soon. Thank you again for your patience, reports, and cooperation.

Update 7/13/2018: Hi Everyone - we definitely do hear your reports and frustration on missing and strange food logs. Our engineers are still investigating and I hope to have a resolution shortly. 

  

While not ideal, you can log on Fitbit.com food log and it will populate on iOS correctly once you sync. You can log it here. We appreciate your cooperation. I'll continue to update this thread as I hear more. 

 

Update 7/12/2018: Hi Everyone - thanks again for your reports. We are actively reviewing this issue and I'll continue to update the thread as I hear further. As a workaround you may want to log your food through https://www.fitbit.com/foods/log. As mentioned in @sreid64's post, it will populate the iOS app correctly. Thanks again for your patience and reports. 

 Update 7/11/2018: Hi Everyone - I've merged a few posts together. We are currently investigating issues with food logging on iOS version 2.53. Please continue to monitor this thread for updates. If this is severely affecting your food logging, you may want to log through Fitbit.com. Thank you very much for your reports and patience as we review. 

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Best Answer
1,488 REPLIES 1,488

‎07-15-2018 14:32

In response to Nk94555

‎07-15-2018 14:32

As much as or slightly better than any Fitbit.
Best Answer
0 Votes

‎07-15-2018 14:34

In response to Vette4ever

‎07-15-2018 14:34

Used to do it faster and simpler via my iPhone
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0 Votes

‎07-15-2018 14:37

In response to VercE

‎07-15-2018 14:37

After a whole week of waiting for a solution and not being given information? As upset as we are right now I would think. Wouldn’t you?
Best Answer

‎07-15-2018 14:40

In response to AlessFitbit

‎07-15-2018 14:40

Thank you moderator for repeating the same thing I’ve read for 7 days now. If I hear it for another week I’m gone to somebody else. It’s a shame bc I really like Fitbit but this kind of service and customer information is seriously lacking.
Best Answer

‎07-15-2018 14:44

In response to Bokat76

‎07-15-2018 14:44

If Fitbit would have provided us with a competent OS to match Apple’s upgrade this wouldn’t be an issue.
The previous OS did a great job with previous Apple upgrades. It’s on Fitbit.
Apple conspiracy wonks need not apply.
Best Answer

‎07-15-2018 14:45

In response to DaveMo

‎07-15-2018 14:45

That’s unfortunate but maybe the right way.
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0 Votes

‎07-15-2018 14:49

In response to SteveH

‎07-15-2018 14:49

Thankyou. I’ll keep an eye on it. 

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0 Votes

‎07-15-2018 14:51

In response to AlessFitbit

‎07-15-2018 14:51

@AlessFitbit

We really apologize for any inconvenience this has caused. It's still an ongoing issue that our team is prioritizing a fix for. 

 

We will continue updating this thread to provide any new information. For the time being, we would just like to reassure you this is being worked on as quickly as possible. Thanks for your patience and cooperation! 

Thank you @AlessFitbit for giving us an update - unfortunately, it doesn't really give us any new information over and above what we had last Wed/Thurs.

Perhaps you could provide us with some answers to some of the questions that keep coming up here time and time again?

 

Firstly, we know that Fitbit made a choice not to rollback to the previous version. (that was stated several hundred posts back by a member of the team).  To many of us that appears to be a very strange decision.  I am sure they have a good reason for it.  If you can tell us why that decision was made it would go a long way toward reassuring your users.

 

Secondly, please can you give us some indications as to what went wrong to cause this.  You don't have to tell us in detail, but please tell us something.  This forum is rife with conspiracy theories that Apple have caused it get everyone to buy Apple Watches (which I don't believe for one moment BTW) or that Fitbit was hacked and all our data was taken (I know this was denied but with without any other explanation I can see why some are still suspicious)

 

Thirdly, can you tell us how you intend to inform us of when the fix is released? Visiting this discussion thread is becoming a very inefficient way to get information.  There are literally hundreds of post to each day (mostly by justifiably angry users) that it is very difficult to find the occasional post from Fitbit in the middle of 40+ pages.  Subscribing to the thread is just flooding my inbox with email notifications.  Will Fitbit commit to emailing us? (you have our email address when we signed up to your service). 

 

It doesn't matter what size the organisation is from the smallest one-man-band to the biggest multinational things WILL go wrong at some point.  The reality is that users don't judge an organisation on what went wrong they judge it on how they respond to it.  It is very, very hard for any organisation to admit they got it wrong - but if history tells us anything companies that get the most respect from their users are the ones who 'fess up, say "sorry", and keep their users informed about what is happening every step of the way.   At the moment Fitbit isn't doing this and you only need to read this thread to see that people are leaving in droves.

 

Let me be honest, I am a new user - had this happened two weeks ago ie before I had purchased, I wouldn't have bought a Fitbit - not because of the problem but because of how Fitbit has handled it.  

 

Signed,

A worried new user

Best Answer

‎07-15-2018 14:52

In response to Vette4ever

‎07-15-2018 14:52

That is the way I normally logged it also

Sent from my iPhone
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0 Votes

‎07-15-2018 15:16

In response to IanButty

‎07-15-2018 15:16

I posted to the CEO on twitter asking that he or some executive become involved with communicating.  

https://twitter.com/apschwartz/status/1018618826328551424

Best Answer

‎07-15-2018 15:24

‎07-15-2018 15:24

I have no idea what you regard as an update but continually telling us the issue is being worked on isn’t really an update. It’s unbelievable that this has not yet been resolved.

 

Best Answer

‎07-15-2018 15:25

In response to apschwartz

‎07-15-2018 15:25

Great thanks @apschwartz hope he can ask some of his engineer to work on
weekend to fix this debacle. Can't imagine issue like this not getting
resolved for 7 days now.
Best Answer

‎07-15-2018 15:34

In response to apschwartz

‎07-15-2018 15:34

I don't have a twitter account so if you get a response, please post it in
this discussion.
Thanks.
Best Answer

‎07-15-2018 15:47

‎07-15-2018 15:47

I also cannot log my food. This is very frustrating. Just found out this is an issue from a live chat person who was no help. She said this could take days yet and they won't email me when it's fixed. So I have to keep trying to log food or go online to log food (I tried this and it didn't work). Waste of time. Very disappointed in FitBit. My husband wanted one for when school starts again but I'm not getting it from FitBit . I"m going to look into other products. Seems like this shouldn't take so long to fix.

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0 Votes

‎07-15-2018 15:49

In response to fireweeds

‎07-15-2018 15:49

My has been doing this for 3 days I put in cerise it logs cranberry and banana or Tako please fix now

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0 Votes

‎07-15-2018 16:03

‎07-15-2018 16:03

It's not a hack.  On Wednesday morning (07/11), food logging was working.  After upgrading the Fitbit version to 2.53 on Wednesday, it no longer worked.  That's an app development issue.  The fact that five days have passed without resolution is a problem.  Yesterday, it seemed liked they knew the cause but didn't have a fix.  Today's update made it sound like they don't know a cause and don't have a fix.

 

Also, the process that Apple follows to review apps for the App Store can take several days.  It would not surprise me if there wasn't a new version out there until Wednesday.  They should have reverted back to 2.52 if possible.

Best Answer

‎07-15-2018 16:05

In response to ameihack

‎07-15-2018 16:05

Thank U guys for sharing , if this problem isn’t fixed soon we need to look for a new product. Also, I have a problem with notifications & messages. I haven’t received any notification messages since 6/14/18

Best Answer

‎07-15-2018 16:06

In response to ameihack

‎07-15-2018 16:06

It is a little tricky to find the area where you can log food. However if
you use your phone or computer to go to Fitbit.com and log in you will see
Dashboard in blue and next to that "Log." Tap on the word Log and you will
see options to log food and activities and sleep and weight. Choose food
and then start logging in whatever you have eaten. There should be a
column of foods you have already listed. It is not as convenient as having
the information on the app but it still gets the job done. There may be a
bit of a lag between entering the information on that form and having that
information on your phone app but it should get there.
This site actually has a little more information than the phone does, so it
is not a total waste to use it.
Good luck!
Best Answer

‎07-15-2018 16:09

In response to fireweeds

‎07-15-2018 16:09

I'm having the same issue

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0 Votes

‎07-15-2018 16:19

‎07-15-2018 16:19

I really have to question if Fitbit has a real IT department that knows what they are doing!  4 days without the Food Log not working is totally Unacceptable!  If this is suppose to be a quality product on the front end the back end ( IT ) needs some major investment!  The PR this is causing and the lack of communication coming out is not that great either!  I am really disappointed that a company like this can't fix their own created error.......Send this IT problem over to Apple and have them fix it now!  

Best Answer