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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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1,488 REPLIES 1,488

‎07-13-2018 18:27

‎07-13-2018 18:27

#frustratedinPA

 

This stinks.  It is bad enough that the foods are logging weird, logging wrong, logging and disappearing, etc. etc.  but now, the stuff I enter from the website for the option you suggested do not appear to be synching to the AP now as well.  Seems to me like you all need to fire your engineers to have broken this system this bad.  

Best Answer

‎07-13-2018 18:37 - edited ‎07-13-2018 18:41

In response to KateFitbit

‎07-13-2018 18:37 - edited ‎07-13-2018 18:41

I appreciate your update. I’m sure the team is working hard to make corrections. However, in times of crisis, communication is key. It would be beneficial to provide a detailed explanation, in layman terms, and provide a sincere apology for the lack of communication. I might also suggest a crisis communication consultant to help you save some of your brand loyalty. Take a page from Starbuck’s book.

 

Exercising a few good PR tactics will go a long way. Most ppl will let this go if you provide clear information rather than the generic response of “were working on it” and “we appreciate your patience”. Send an email out to all users with details regarding what is going on (preferably from the CEO), maybe ever throw in a pic of the team working hard as long as it doesn’t show proprietary info. You could flip the switch on the current brand impression.

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‎07-13-2018 18:45

In response to KSnowball78

‎07-13-2018 18:45

Me too...come on Fitbit, you are better than this!

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‎07-13-2018 18:47

In response to KateFitbit

‎07-13-2018 18:47

That does nothing t work either. Very frustrating.

Sent from my iPhone
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0 Votes

‎07-13-2018 18:50

In response to Redavidson

‎07-13-2018 18:50

Exactly.  That is what is frustrating because this has been going on for days now with no resolution and the only thing they do is put a header at the top of the page about it. 

Best Answer

‎07-13-2018 18:52

In response to Redavidson

‎07-13-2018 18:52

My base metabolism is not calculating and when I added an exercise, the calories burned did not get added to my burn.  I had over 4000 steps before noon and only showed around 400 calories burned for the day.  I logged a 500 calorie exercise burn.

 

My food actually logged kind of OK today.  

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0 Votes

‎07-13-2018 19:02

In response to MrMan666

‎07-13-2018 19:02

Same thing happening here. Add food to the log, it changes the item to something else. Tried reinstalling the app, restarting phone, nothing works.

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‎07-13-2018 19:13 - last edited on ‎07-14-2018 11:11 by Moderator Alum

‎07-13-2018 19:13 - last edited on ‎07-14-2018 11:11 by Moderator Alum

Come on Fitbit you can do better then this,  fix the Food log now!  2 days is frustrating to be down, your IT department should have had this fixed by now!  Don’t issue an update with a patch or a fix next time, I’m irated and eating way to much now!  

 

Moderator Edit: Format.

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‎07-13-2018 19:15

‎07-13-2018 19:15

Having food input with android. Just lost the whole week's input.

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‎07-13-2018 19:20

In response to Tess0503

‎07-13-2018 19:20

Thank you for addressing this issue so promptly. It’s taken me years to get the discipline to monitor calories. Now that I’ve gotten in the groove, I don’t want to lose momentum. 

 

 

Best Answer

‎07-13-2018 19:26

‎07-13-2018 19:26

These fitbits cost way too much for simple programming errors like this to occur. Get it taken care of. Like, yesterday. The entire reason for FitBit is to eat healthy, track food/workouts, and lose weight. How are we suppose to do so when the app constantly has glitches and errors?

Best Answer

‎07-13-2018 19:38

In response to MrMan666

‎07-13-2018 19:38

I'll add myself to the list of those seeing the issue. I really hope they resolve the issue as soon as possible since it makes food logging virtually unusable.

Best Answer

‎07-13-2018 19:39

In response to Jaketaylor93

‎07-13-2018 19:39

I was tweeting @fitbitsupport, when I realized that my Twitter profile actually says I’m addicted to my Fitbit.  They responded to my tweet (about logging on the dashboard does not sync to my app and others have reported similar issues with their “workaround”), by telling me to try to uninstall and re-install the app, and try turning my phone off... thanks, like I didn’t try that twice before I posted anywhere.  I need to change my twitter profile.  #fitbitfail

Best Answer

‎07-13-2018 20:05

In response to dove2424

‎07-13-2018 20:05

Shouldn’t have to reinstall app.

My app sync ‘s with website if beforehand I take care to close it by double click button on home screen then swiping up. Then after website logging (clunky) logout and give some time and then opening app again and letting it sync with my flex 2
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0 Votes

‎07-13-2018 20:08

‎07-13-2018 20:08

 I know you are aware of the situation. I wanted to provide technical information on my device that is not working. United States sprint carrier using an iPhone 5s up-to-date on all firmware 

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‎07-13-2018 20:16 - last edited on ‎07-14-2018 11:13 by Moderator Alum

‎07-13-2018 20:16 - last edited on ‎07-14-2018 11:13 by Moderator Alum

 My frustration is that a fitness company as large, and well known, as Fitbit has not yet corrected the food log problem when it has existed for nearly 72 hours.  You think they would have the most qualified "engineers" and techs on their staff.  Were they hacked by an outside source?  Why have an app if it has gone nuts in this area! Really frustrating.

 

Moderator Edit: Format.

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‎07-13-2018 21:28

‎07-13-2018 21:28

The dashboard isn't holding logged food items for me either????

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‎07-13-2018 21:29 - last edited on ‎07-14-2018 11:15 by Moderator Alum

‎07-13-2018 21:29 - last edited on ‎07-14-2018 11:15 by Moderator Alum

How to I stop getting this  10 million fricking emails from this system? I reported a problem and now I am getting every message?  It may be time for the Apple store soon.   What a fubar  site this is.

 

Moderator Edit: Word Choice + Format.

Best Answer

‎07-13-2018 21:40

In response to Ramdoug2002

‎07-13-2018 21:40

On the email scroll to the bottom and click unsubscribe.  It doesn’t look like you CAN click it, but you can.

Best Answer

‎07-13-2018 22:02 - last edited on ‎07-14-2018 11:15 by Moderator Alum

In response to Ramdoug2002

‎07-13-2018 22:02 - last edited on ‎07-14-2018 11:15 by Moderator Alum

 Technically you did not report a problem. You added a response to a community chat. So as long as other responses occur in the chat, you will get notices unless you Unfollow the chain. Reporting a problem would be emailing them or clicking on contact us. You didn’t do that. You responded to a community chat. You did this yourself. 

 

UPDATE:

 

 Do you know anything about coding? They have to figure out which part of the billions of code is wrong and then figure out how to correct it. Employees aren't 24 hour slaves. It would take 30 of the best coders a week to find the bad code and that’s without correcting it.  They’re working on it as fast as possible… As somebody who actually codes, not for this company but actually codes, I will tell you you have an unrealistic expectation. 

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