Sleep - app crashing

[EddiePurnell]

Hi there, I am getting a “sleep score” and a “time asleep” on my home page but as soon as I click on this for further data the app freezes and becomes unresponsive. Can anyone help?

[SunsetRunner · Accepted solution]

Hello and welcome to the Fitbit Community @EddiePurnell 

I see your Fitbit App becomes unresponsive when trying to view your sleep data. I would suggest restarting and force shutting the Fitbit App. 
Here’s how:

log out of the Fitbit App

force shut the app by swiping it up

now completely shut down your iOS device, wait 1-2 mins then restart your iOS device 

now log back into your Fitbit App as you normally would with your email address and password 

sync your Fitbit

now try viewing your sleep data

😃 Please let me know if restarting the iOS device resolves the issue. If indeed it does could you please tap the “Choose as Best Answer” box under my post? Doing so helps others who come here to find answers to questions similar to your own. I’d really appreciate it!

[SunsetRunner]

I’m happy to see you up and running again @EddiePurnell ! Happy Stepping! 😃

[JJ59]

I have just reset charge 3 Fitbit like you had suggest as I was having same issue .. But now I have logged back in and have lost all my data and it’s not syncing with what is on my watch 

[SunsetRunner]

Hello @JJ59 

I would suggest restarting your Fitbit Charge 3. Please look here for instructions on how to restart your Charge 3 :https://help.fitbit.com/articles/en_US/Help_article/1186

😃 Please keep me posted with your results.

[Matty8]

Thanks it does work but I have to do this every couple of days. Phone and watch have plenty of charge. If my phone and watch is not going to be able to sync automatically or without me having to shut down my phone every couple of days what’s the point of having this type of smart watch. I have had Fitbit ionic since it came out and this one has been extremely frustrating(although it has all the features I want if they worked properly). It has been replaced twice due to terrible battery. Not sure if I should stick with this device. 

[qt101]

Hi @SunsetRunner @EddiePurnell @Matty8 @JJ59 & Fitbit viewers. 

I’ve experienced the exact same issue using my Fitbit App on iOS 13+ versions Sadly; this issue has been going on for many months now.

Im using an iPhone 7S plus, iOS 13.3.1 Fitbit Device: Charge2. 

Only when I tap the Sleep Tile area to either start a manual sleep entry or Tap to view Sleep log; does it ‘totally crash the Fitbit App’ - it makes the App slash screen turn white along the top half; then I am forced to Kill the App and restart it; wait for it to sync. Sadly when you go to tap the Sleep tile again; to view your sleep log etc. the same thing will happen yet again 😞

This odd crash/bug is (only happening on the SLEEP Tile) it happens 90+% of the time. Every now and again, it works. Hitting the (+) sign on the Sleep tile only to start Sleep logging; can help it not totally crash but that view gives option to start sleep tracking only, hitting that Sleep tile to enter the Sleep log view area - is a given; your App will crash 🥺 

The knock-on issue that this creates; is far worse, my iphone gets extremely hot, if I don’t Kill the App immediately; Additionally noticed - if I have other iOS Apple Store App Updates in the App store after the Fitbit App crashed; even if I closed/kill the Fitbit App, All of those independent APP store updates Fail, I can’t update these other iOS Apps in the store updater; you just see a spinning circle icon, Now the App store has crashed, phone gets extremely hot and have to reboot my iphone.  

If I don’t touch the Fitbit App Sleeptile. Then my iPhone is good again, no longer hot and I can update my other Apps; with no issues. this App store crash only happens after Fitbit crashes - relating to the Sleep tile/Fitbit crash only. 

As soon as I touch that Fitbit Sleep tile - this super annoying yoyo issue with the Sleep tile Bug; happens again, crash/hot iphone - like the battery is over heating; Ive learnt with this bug, it’s best to kill app and restart iphone and try not to touch the Sleep tile (counter-productive to its use) my Fitbit App is used all the time, its open permanently; its the 1st App I open after a reboot.  

This issue is super annoying, I haven’t reported it before; as Ive been hoping each update would fix the bug. 

Even as though this Sleep bug happens; thank god my Charge2 still Syncs my Sleep; just extremely glitchy/crashy, so I cant always view my Sleep log due to this buggy crashing. 

Please know I manually Update my iOS & APP updates; as new updates appear. I’m an experienced troubleshooter - as I work in IT/IT development etc.  There’s no way around this issue; it‘s a Bug that seamed to start for me; since just before iOS13 version Fitbit updates ago, theres been about 4+updates and this bugs still here. 

I have even deleted/removed the Fitbit App; reboot iphone and reinstalled. This doesn’t appear to help either. It works for a very-short while and the issue is back again. Charge2 restart/reset, again helps momentarily.

All troubleshooting steps: only helps about 5% - because the issues is a temporary fix, until the App Bugs out again 95%. Those Fix steps: are only clearing Errors, Resetting the logging database; that the Faulty Fitbit App Code Created. 

Please also know Fitbit Device has the latest Charge2 device firmware, latest iOS update etc. 

Also Noting: The Sleep area on my Fitbit App is manually used everyday; And feel manually starting a Sleep entry; makes the Sleep logging more accurate - than just letting the Charge2 auto recognize when I sleep and wake. 

I rely heavier on the Sleep area of my Fitbit App; it‘s the main reason I purchased my Fitbit. Recording Sleep and using this data with my Doctor. 

Could this Bug please be officially reported? 
Along with another bug, possibly related? I also have two different Sleep analysis log views appearing in my logs 1 is an old view of say Alta device sleep log look and 1 is an Advanced sleep view of Charge2. I can’t change what happens, the App just gives me what it decides on the day 🤦🏼‍

My Fitbit account started with an Alta and I upgraded after 6months. So; even as though that Alta was removed. The Sleep logging will switch from old to new view; on its own whim. 

Ps. My iOS has all crash/bug reports blocked from Auto leaving my iPhone; as a Security measure. So Fitbit wouldn’t have received any logs of these events from my iphone. 

🙏🏻 Praying this issue will be fixed soon. 
Sorry - I should have reported much sooner, never enough time to do so 🥴

Best Wishes

Thx.