App Keeps Showing "No Internet"

[Sefong]

Since June this year I have encountered a problem of Fitbit mobile app. 

- Whenever there is an outage of Internet, or when the VPN KillSwitch feature activated, the mobile app shows "No Internet" message (pls refer to image attached)
- From this point on, the mobile is never able to reconnect to the Internet automatically like it used to be (or like any other mobile apps). I have tried to clear cache, restart mobile/tracker, update DNS status, Whitelist fitbit app, etc.; all failed to make the mobile app connects to the internet (and thus, be able to sync with the tracker)
- The only way that works is to uninstall and then reinstall the app
- For work-related reason, I have to use VPN and its KillSwitch feature

I have tried to discussed with your CS folks but they seem to not understand what the problem really is so they keep on responding to me some irrelevant solutions.

More info on the hardware and mobile app FYI:
Fitbit tracker: Charge 4
Mobile: Samsung Galaxy M31
Android: ver 12
One UI: core ver 4.1
Fitbit app: always the latest from the Google Play Store

Since you are the experts, I believe you should know much better how to solve the above problem so to make the auto-reconnection function works again. Can you please check and fix it? Thanks so much for your help!

Moderator edit: Subject for clarity.

[Guy_]

Hi @Sefong - this may help, to do with phone security settings, but generally for the Gallery tile, though it may be relevant for a Samsung phone, most notably Private DNS, but not solely. No internet connection 

[RodrigoMFitbit]

@Guy_ Thanks for your input and advice. 

@Sefong Welcome to the forums. Thanks for the explanation and the screenshot about the Fitbit app. 

It seems you have taken the DNS settings into consideration already. Maybe it has to do with the VPN as well. I would suggest trying the Fitbit app on another device where you do not have to use the DNS or VPN. 

Given that you are already in contact with the customer support, I suggest you keep troubleshooting with them. They will provide you with a proper resolution. You can also contact customer support via chat or phone in case the written communication does not show as effective. 

Have a nice day!

[Guy_]

@Sefong  - on checking again, there may be a difference if you use only WiFi or mobile data.

[Sefong]

I have checked the Private DNS again, it is set to "Off", which I believe is the setting recommended in this Forum. I have also checked, the Fitbit app doesn't reconnect to wifi nor mobile network once it shows the "no internet" screen. It just can't reconnect to the internet automatically.

@RodrigoMFitbit, thanks for your advice. But your app can perform well in the same phone with same VPN installed, why shall I use another phone to accommodate the bug of your mobile app? And the reason I stopped talking with your CS folks was because they admitted there was a bug but later denied it, offering me a discount code to but a new Fitbit device but can't promise the new device would not encounter the same problem - the mobile app not able to reconnect to the internet automatically. So please, I hope you, or other experienced users here, can help me to solve this problem.

[Guy_]

@Sefong- at a guess it would seem that the Fitbit App doesn't like have multiple paths to the Internet and then having it changed. It simple loses it recognised path to the Internet.

Possible alternatives might be to restart the phone when there is a change of internet path.

Or logout of the app, clear the cache, force stop it and swipe it off, then login again.

It might help.

[Sefong]

Thanks for the advises. I have tried all that you have mentioned but they just didn't work.
What upset me the most is that Fitbit app was able to reconnect automatically but it just can't after Jun; and no one in Fitbit is able to rectify this bug. Sigh.

[Sefong]

Since you cannot solve your own bug that the mobile app not able to reconnect to the internet automatically, can you pls at least fix this?
- I have to reinstall your app almost everyday (this sucks)
- I found that the following screen happened all the time when I tried to login so that I can connect my tracker with the mobile app
- This error message disappeared, usually, after 3-5 min. But it is extremely annoying, consider I have to see this message almost everyday
- Care to fix this?

[Guy_]

@Sefong  - the issue is probably purely phone related.

Have a look at the elements in No internet connection 

And also try using either WiFi or mobile data but not both. Switching from one to the other may help in conjunction with the other suggestions.

[Sefong]

Thanks but none of the "solutions" helps. Again, I don't think you have read thru my problems anyway.
==========

- From this point on, the mobile is never able to reconnect to the Internet automatically like it used to be (or like any other mobile apps). I have tried to clear cache, restart mobile/tracker, update DNS status, Whitelist fitbit app, etc.; all failed to make the mobile app connects to the internet (and thus, be able to sync with the tracker)
- The only way that works is to uninstall and then reinstall the app
- For work-related reason, I have to use VPN and its KillSwitch feature

==========
Pls read details of my compliant above carefully and suggest other solution. Don't just give some template answer and pretend your customers' answer is solved.

[Sefong · Accepted solution]

So there is NO answer for the two Fitbit mobile app bugs?

1) The mobile app keeps lost connection and can't reconnect automatically (like it used to be able to and like any other mobile apps can).
2) I have to uninstall and reinstall everyday (or more than once / day). What makes it worse is that sometimes when I login the app says "Fitbit.com no available" ...

The most WTF is that Fitbit doesn't care and have yet fixed these two bugs. Totally disappointed. And since the Fitbit "experts" no longer reply, I shall choose this reply of mine as the "Best Answer."