App Won't Connect on Wifi; Cloudflare Related?

[JoshuaP]

As of two days ago, the FitBit application stopped connecting when the phone is using WiFi, redirecting to the login page and saying there is no network connection (not true, everything internet related works).

I believe that Cloudflare is blocking the connection.

Quick explanation as to why I believe that to be the case: This occurred immediately after getting my home internet serviced, which resulted in a new WAN IP following extended downtime. Since then, I've been getting stopped by Cloudflare on all sites that use it where that was not the case with my previous IP. After a bit of searching, it appears that it is enabled for the FitBit app as well. Furthermore, I was able to connect successfully using WiFi from another location.

How can I resolve this? My mobile data is limited, so I can't just leave that on all the time. Is there means to get my IP whitelisted with FitBit?

[RobertoME]

Hi there @JoshuaP, welcome aboard to the Fitbit Community, nice to have new members! I was reading your post and in this case it is possible to whitelist the Fitbit site, but we do not have the access to do this, since this has to be through your internet provider.

I'm saying this because you mentioned that is possible to connect with Wifi from other locations and even with your mobile data, so the issue here might be related to the new IP.

If the issue is persisting, feel free to contact your internet provider for more help.

See you later and let me know if you have other questions.

[JoshuaP]

Thankfully, Cloudflare's persecution seems to have ended. My personal issue are over, though this will be a persistent issue with the application. I had seen other unresolved threads on the same or similar issues.

From my reading on Cloudflare's forums and support, IP whitelisting is an option within the Threat Control Panel of each Cloudflare client (e.g., FitBit). Contacting webmasters regarding the issue to request a whitelisting is generally the solution Cloudflare presents. Effectively, everyone wants to pass the buck to someone else. See: Link.

I'd think the best my ISP could do if I had to pursue that as a solution is issue a new IP, which would be a gamble at best and would likely just saddle me with another problematic IP in the same range.

[TristanM]

I have this problem now. Most people won't be able to diagnose it accurately, so it will be under reported. Add logging to quantify the number of affected users. Might be worth fixing.

[SunsetRunner]

It was O.K. in my case on January 17-19, then I had to start using a VPN on a PC for syncing again. For accessing the dashboard at fitbit.com I either turn on the VPN or use the Epic private browser that uses a network of proxies.

VPN is my only solution so far. Fitbit tech support keeps asking me to reset the device or blames everything on my allegedly weak Wi-Fi signal.

My ISP was blunt: they do not have control over cloudflare.net decision to block a particular IP address.

Apparently, Fitbit does not have it either. That is why hundreds of people complain all over the place: in each device section, and in iOS app, Android app, and Win 10 app sections.