iOs App version 3.28 not working?

[Hapero]

Hi!

I upgraded to iOs App version 3.28 last night and since then the app doesn’t appear to work. When opening the app, all I get is blank screen with fitbit text on top of it. I’m running it on iOS 13.6.1.

Is this a known bug and what should I do?

[LiliyaFitbit]

Thank you for your replies, @Chris_JJ @pamrxdoc. 

I appreciate your feedback and comments. While we don't offer a rollback to the earlier version of the Fitbit app, I would like to advise that our team has started releasing a new version 3.29, so make sure it's downloaded: How do I update the Fitbit app? Please let me know if you continue experiencing any difficulties.

I'll be around if you have any questions. 

[pamrxdoc]

Thank you for following up. I did the update two days ago and basically nothing has changed. My Dashboard will come back for longer periods during the day but then goes blank again. I have no recorded exercise history and no heart rate history. My Versa 2 has trouble syncing. I usually have to close the app and reopen it to get it to sync. Are there any other fixes or solutions in the works?

Thank you,

Pamrxdoc

Sent from my iPhone

[Elisa47]

Good afternoon:
I have the updated version the 3.29 and I’m still having the same problems. I have uninstalled my app I have installed it again I have removed my devices and have Installed them again.  I am still having the same problems.
Sent from my iPhone

[Chris_JJ]

Hi @LiliyaFitbit, Just wondered if you have managed to get a view from Support on my ‎08-27-2020 post pls ... ?

[Elisa47]

IOS 3.28 is not working neither is 3.29

[LiliyaFitbit]

Hi @pamrxdoc @Chris_JJ @Elisa47, thank you for your replies.

@Chris_JJ I've shared your comments with my team and they will further investigate this. Please know that we provide feedback to our team based on community posts and we are always working on improving our devices and overall environment based on what you share here. I appreciate your time and efforts. 

@pamrxdoc I am sorry to hear that you continue experiencing difficulties. Thank you for sharing that your dashboard is visible for longer periods during the day now. Since our team has access to your case details please continue the communication through email, they'll further investigate it and provide you with the additional information. 

@Elisa47 I am sorry to hear you're still having problems after updating to 3.29. Just to confirm, do you still see the blank screen with Fitbit text on top?

Looking forward to your response.

[EllieSpielmann]

Interestingly my versa that I couldn't re-pair with my account is pairing fine with my husband's account. I can only assume its some sort of failure with the connection with fitbit servers on certain accounts, as my account behaves the same on android ios and Windows. 

[pamrxdoc]

Same here. My husband is using a Versa I couldn’t pair with my account. He obviously has not had the same server connection issues...that have persisted for a month now for some of us!

Sent from my iPhone

[EllieSpielmann]

I have just spent a very frustrating hour and a quarter on live chat again, after connecting my versa to my husband's account yesterday, so it is definitely not the problem of the device, but some sort of server issue.

@LiliyaFitbit please could you check if my case has been passed through to the "higher team" as promised. The live agent tried to end the chat several times after doing some troubleshooting by advising me to use a different device, even after I told him I had been using 3 different devices to no avail!

versions 3.28 and 3.29 on both ios and android are having the same issues on my account, but the same versa worked perfectly on 3.29 on my husband's account.

I also asked him if any of my heart rate data is actually making it to the fitbit servers, as it is blank on my app, but the resting heart rate is being updated on a daily basis, and heart rate is displaying on the tracker, so it is being logged, but he didn't give me an answer. Workouts are also displaying as 0 cal, so it looks like the stats that need further analysis by fitbit servers are not being pushed through.

I am seriously considering moving brands after 5 years, and being part of the Fitbit Beta tester programme, as I now have a useless tracker I can't use.

[EllieSpielmann]

Further investigation.... I set up a new account with a different email account, using the same phone, just logging out. Versa working perfectly and dashboard displays correctly. I've set up my versa how I like it, reinstalled my card to fitbit pay got it all syncing fine. Logged out and logged in and re-paired as my original account and the notifications stayed working but the top stats are still blank. 

The top main stats section on my dashboard on my original account is different to the new one. When you press edit on the old one the icons wiggle around so you can drag and move or x to delete tiles. On the new account it brings up a list of stats and you rearrange using the 3 lines at the side to reorder them.

The app won't connect to the versa to make any changes in my original account, and does not transfer any data synced to the app from my charge 2, as it uses to.

Same versa, same phone, same app

I don't want to use the new account, as I have 5 years worth of data on the original one, and my kids have their aces through my account too, so it would mean all of us starting from scratch. 

@LiliyaFitbit thoughts? 

[Elisa47]

Hi,
I will try anything, I am not too worried about stats, as I am about buying another phone or Fitbit Device.  I will let you know.
Elisa

[LiliyaFitbit]

Thank you for your replies, @Elisa47 @EllieSpielmann @pamrxdoc.

@EllieSpielmann I am sorry to hear the issue persists. Thank you for sharing your experience with our Support team. I understand how frustrating this is for you and appreciate your efforts and the additional details. Since you've been working with our Support team, I've sent this information to them to take a deeper look at this situation and continue assisting you. Please keep an eye on your inbox. 

@Elisa47 Thank you for posting the update here. I appreciate your efforts and the additional details. 

@pamrxdoc I understand how you are feeling and appreciate your feedback. I could see that our Support team got in touch with you regarding this matter. I would encourage you to keep the communication via email, they will continue assisting you on this matter. 

Let me know if you have any questions.

[Elisa47]

Hi and a good morning;
I downloaded and installed a new Fitbit app and created different login on the new login it showed the steps and I was able to update my Fitbit versa, but couldn’t find any of my friends. Then I logged out of the new login that I had created and went back to the old and tried to enter the same information from the previous one and that didn’t work. The only benefit was that I finally was able to get the Fitbit versa where I am able to use it as a watch.

Elisa

Sent from my iPhone