iOS app freezing when opened

[Kiragojira]

Since the update yesterday, all was working fine until this afternoon, now my iOS app is now freezing when opened.

Moderator Edit: Clarified subject

[LizzyFitbit]

Hi there, @Kiragojira.

Thanks for bringing this to our attention and if you haven't done so, let me recommend force quitting the Fitbit app, rebooting your phone, opening the Fitbit app and navigating through the tiles one more time.

If the issue persists, let me know if this happens when checking a specific tile, and provide me with the model and OS of your phone.

[SunsetRunner]

Good morning, 

This has been happening for me since the last update a few days ago. I initially solved it by rebooting my phone everyday but now even that isn’t working. iOS 16.5 iPhone pro max 12. Screen shot uploaded. Fitbit iOS app 3.83.1 

 

[Kiragojira]

Have done all of the above. Screenshot below.

 iOS 16.5, iPhone 13 pro max

[SunsetRunner]

So this is the progression of things as I take different actions. 
- First screen shot - first time I’ve open up the app for the day. Can’t enter anything. Can’t go to any other part of the app. 
- Second screen shot - second time I’ve opened up the app. Can’t enter anything. Can’t go to any other part of the app. 
- Third screen shot - reboot phone - open up app for third time. Can’t enter anything. Can’t go to any other part of the app. 

- Fourth screen shot - open up app for fourth time. Can’t enter anything. Can’t go to any other part of the app. 
- Fifth screen shot - open up the app for fifth time and now it’s working. 

 

 

 

 

 

[GJScaven]

This exact problem has been happening to me as well since the latest update. Rebooting, restarting - both the iPhone and the Fitbit Sense 2 - nothing seems to solve the issue.

[Podunk]

The issue of screen freezing has been going on for years. I spent one day, walking and timing how long it took for the screen to refresh. It refreshed every 15 minutes like clockwork. Along with the freezing issues I have also had issues related to tiles reversing, my first spot in his distance, which does not seem to be affected by the tiles for steps, floors, calories and zone minutes reversed at random times and then at some point in the future return to their normal placement. Also, I have had multiple occasions where tiles have disappeared  Again at random times and then reappeared for no apparent or forced reset. I keep hoping at some point they will be fixed because as a blind user, I rely on the iOS app to get the information I need while exercising. I am unable to read the information on my Fitbit devices  And I am using Apple’s voiceover screen reader to read the information to me as I swipe through the screen so I know how my exercise is progressing. 

[SunsetRunner]

FYI today - Sunday, June 11, after opening and closing and rebooting and all of the other things I showed you in the screenshots from Saturday, today is the first day that after 3 hours of trying, I can’t get my iOS app to show anything + I cannot log out, go to another screen, etc…looking forward to hearing back from support because this is definitely not the user experience I signed up for. 

[CeCo33]

Same problem here - I have used Polar for years and wanted to give fitbit a try. So far I can't really say I am happy with a completely frozen app. Also never had an issue like this before with Gramin, TomTom (when they were still relevant), or Polar.

In summary none of the buttons or screen navigation works - the app is completely useless as it is completely frozen. 

using on iphone 12 mini

[mikchaos]

Same here. App freezes after opening. Today was the first time for me this happened. 

@Fitbit: Any chance this is related to the widespread AWS outage today? https://downdetector.com/status/aws-amazon-web-services/

[SunsetRunner]

Any chance that someone can get back to us? This has been going oh a week. 

[mikchaos]

After re-installing the app it's working again for me for now

[SunsetRunner]

Thanks for that suggestion - I will give it a try. 

[LizzyFitbit]

Hi everyone, and welcome to our new members.

Thanks for taking the time to report this issue, the steps tried, and the screenshot provided. I'm sorry for the inconvenience this has caused. Let me share our team recently released a new Fitbit app version for iOS devices. If you haven't done so, please make sure to install it from the App Store.

If after doing that, the issue persists, let's try uninstalling and reinstalling the Fitbit app, as well as rebooting your phone. Please make sure to do this only if you're running iOS 15 and higher, otherwise you might not be able to install it again due to the iOS version. For more information, click here.

[rmadisonwi]

I'm having similar issues as others reported in this thread.  The app freezes on opening, and restarting the phone is the only way to get the app to work (but then it may only work once or twice before freezing again.  I have the most recent update, installed yesterday from the iOS app store.  I really don't want to uninstall and reinstall the app.  I already did that about a month ago to address another problem of the app going into unrecoverable freeze mode, and then I had to spend forever getting my Fitbit wallet setup again.  That can't be the automatic solution to every garbage bug that finds its way into the Fitbit app.

[GJScaven]

Just so everyone knows - re-installing the app, as suggested by a few on this thread, did in fact work for me.....

Unfortunately, now my Sense 2 randomly counts floors.  This is at least my fifth Fitbit sense - between both versions - and eventually, with time, all of them count floors erroneously.  Honestly, it's ridiculous.  This is known hardware issue, and Fitbit never fixed it then, and Google has no interest in fixing it now.  I've been a Fitbit user since 2012 - and I think this time - they've lost me for good.  Fix your ?*&^ing issues - and listen to your customers.  

[Podunk]

I am told Fitbit removed floors from the charge five. I can understand them removing it because of the erroneous floor accounts that have been reported by Fitbit Customer Service. Because pressure changes relative to climbing stairs trigger the floor counter it is also triggered by walking in front of fans, walking around the corner of a building, and a breeze or going between rooms where the temperature gradient is such that it changes the air density and the pressure. This is based on my experience in the past, and I can tell you that one day while out walking around the house I probably received credit for between 20 and 30 floors climbed. Are used to climb stairs as part of my exercise routine until I realized the issues with the Fitbit trackers and discontinued, climbing the stairs in in preference to straight walking. I have dictated this on my iPhone, and hope you will be able to interpret its meaning.

Sent from my iPhone

[rmadisonwi]

I deleted and reinstalled the app (even though I didn't want to).  Then this morning there was another update to download from the iOS store.  After installing, I launched the app and it froze, again, twice (including once where it just crashed out on me).  I finally force-quit it again, and after reloading, it worked...this time.  But I'm not confident that it's going to work the rest of this week.

Seriously, what's going on with this app?

I'm using an iPhone 13 mini with iOS 16.5, all software up to date.

[Podunk]

Sent from my iPhone