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?

[Jane_1443]

I saw the post this morning to open the app and wait. It was a few minutes but everything was restored. Hooray! Thank you Fitbit!

Sent from my iPhone

[catherine_a_m]

Jane_1443 thank you!!! I am so glad you posted. I read it, and thought I would give that a try (just opening up the app and waiting).  It did indeed seem to take a while, but then all of a sudden it went from the “white screen of death” to my dashboard!  Thankfully, all of the data that was stored on my Charge 4 over the last 3 days, whilst the app has been ‘down’, has synced - woohoo! 

[Ronnie_L]

Good morning Catherine. I’ve tried this several times to no avail. 😢  The white screen of death stays open for a bit, then crashes before it opens. 

iPhone 11 Max plus. Thank you very much. 

[Chris_JJ]

The 'waiting' suggestion has now worked for me too (😅).

However, earlier today, following @Jane_1443's advice, I had waited something like an hour and still the white screen (😰).

Then, I remembered that when I'm recording walks with my Blaze paired to my iPhone 6S, https://community.fitbit.com/t5/Charge-2/Connected-GPS-and-the-Phone-Icon-for-Walking/m-p/2875941#M1... can help. So, perhaps whilst 'waiting' earlier today, the app was in the background.  Anyway, I disabled the battery Low Power Mode, ensured Settings->General->Background App Refresh was on and then started the fitbit app again and it more or less immediately came back to life (👊).

iPhone was on WiFi and Bluetooth was on before I started the app, btw.

[IrishEyes14]

Leaving my phone on the blank app screen for about a minute just worked for me!! Everything came back and the app is no longer blank. Thank you to the person who suggested that, I tried to reply to you directly but messed up.

[catherine_a_m]

I’m sorry to hear it hasn’t worked for you, Ronnie 😓  Let’s hope Fitbit can fix/address this problem as soon as possible 🤞🙏

If it helps anyone, I’m using the Fitbit app on an iPhone X, iOS 13.6, and I have a Charge 4.

The Fitbit app stopped working for me around 3 days ago.  I had tried forcing closed the app, and I had also tried switching my iPhone off and back on again - neither of those things worked.

I did not uninstall the app, and I did not turn off Bluetooth.

I literally opened up the app this morning, saw the “white screen of death” (again!), but left it open and then after waiting for a couple minutes, it suddenly opened up to my dashboard and started syncing.  I can now close the app, and open the app back up again without any issues.

[pamrxdoc]

Yes. FitBit suggested that I remove all trackers from my account. Now, the only one that will connect is the FitBit One. My first tracker from 2014! That’s where we are now people. Back to 6 years ago!!!

Sent from my iPhone

[Steps67]

The open the app and wait suggestion, worked for me as well. I now can open
it as normal.

[LiliyaFitbit]

Hi everyone, thank you for taking the time to share your comments and experiences. 

I am glad to hear the issue seems to be resolved. Thanks to all for the efforts to resolve it, sharing the solutions and steps you've tried. If you continue experiencing difficulties with the app, you can try to uninstall the Fitbit app and reinstall it. The data is uploaded to the Fitbit servers. You should be able to uninstall and reinstall without losing any data.

I'll be around if you have any questions. 

[pamrxdoc]

Please don’t sign off! This problem is NOT resolved for everyone. I have tried EVERY suggestion multiple times. My dashboard is still blank. I have no heart rate or exercise history. And I can’t add a new tracker to my account because the Bluetooth will not connect. The update caused this problem. I need an update that fixes it!

Sent from my iPhone

[LiliyaFitbit]

Hi @pamrxdoc, thank you for your reply. 

I am sorry to hear you continue experiencing difficulties with the app and can't add your new device to your Fitbit account. I understand how you are feeling. I've gone ahead and escalated your case to our Support team, for them to take a deeper look at this. Please keep an eye on your inbox. 

Let me know if you have any questions.

[Chubbybutt]

Read this and gave it a go..... hoorah worked thanks best help message on this thread!

[Chubbybutt]

I am referring here to SilverDavid's post and not any from Fitbit ..

[Elisa47]

I called Fitbit 4 times and the last time spoke with a supervisor who stated she was going to escalate the problem and someone would call me back.  I am still waiting!  No help from Fitbit!

[Elisa47]

I agree! And when you call Fitbit they make it seem like it’s your fault that you are not doing what you’re supposed to do I’ve done all of the steps that they have asked me to do several times over and nothing.   I even had one person tell me that the reason I’m having a problem is because I did not do the latest update on the iPhone and once I did the update the app would work again. right!

Update:

Hi that did not work for me!
I am having the same problem I can’t locate any of my devices.

Moderator edit: merged replies

[EllieSpielmann]

I'm on the android version 3.28, and I'm having the same problem. Uninstalled and reinstalled everything. As per recommendation I've factory reset my versa, but it now won't re-pair. Live chat have advised me to return my tracker for investigation, but my charge 2 is now not syncing either. I've tried Android, Windows and ipad, and all having the same problem. Don't want to return my tracker unnecessarily but I don't know what to do now.

[Ronnie_L]

I had tried everything except delete the app, for lack of knowledge on the subject, my phone said I would lose the data if I deleted the app. Toooooo many days had gone by. (3😂😂). So, I deleted the app from my phone and reinstalled it. Now everything is back to normal. And I didn’t lose any data. Except 3 days of me doing nothing. Thank you everyone for your help and suggestions. 

[LiliyaFitbit]

Welcome to the Fitbit Community, @Chubbybutt @EllieSpielmann. It's nice to see you around, @Elisa47 @Ronnie_L.

@Chubbybutt @Ronnie_L I am glad to hear you were able to resolve the issue by following the suggestions in this thread. Thank you for your time and feedback. 

@Elisa47 @EllieSpielmann Thank you for joining the thread and sharing the details of the issue you're having and your experience with our Support team. I appreciate your feedback, our team is always working on our products and services, and your comments are always welcome. I am sure they tried their best to help you. I recommend to continue working with them since they have already all the details and special tools to continue assisting you. 

I'll be around if you have any additional questions. 

[Chris_JJ]

@LiliyaFitbit, Since a number of people have differently experienced the 'white screen' issue after their installations of v3.28 (and, indeed, @EllieSpielmann has experienced it on android), I'm wondering whether the problem is a 'connection-to-the-fitbit-servers' problem for the new release (🤔).

• The suggestion of waiting would seem to point to this.
• Perhaps the connection has changed in some way for the new app version, either on the server side or on the client (= app) side ... ?
• Also, I noticed that for v.3.28, on first use of the app, I didn't see the usual 'cleaning up your data' message before the dashboard was displayed.  Perhaps that cleaning up activity involves making a server connection ... ?

Sooo, pls. could you liaise with your tech support team on this topic and report back?

[pamrxdoc]

Is their a rollback of the update available to the earlier version?

Sent from my iPhone