Error playing video during set up

[EricTheBren]

 Can't add my blaze to the Android app .getting error at first step of adding the device. Getting error "can't play video". I've had a number of different phones, Android and iOS .never seen this before .  How do I proceed to use the app?

[RobertoME]

Hi there @EricTheBren, nice to have you here as a new member of the Fitbit Community! I was reading your post and certainly this is not a common error. This is the first time I heard about this behavior in the Fitbit app, since as far as I know there is not need to reproduce a video at the moment to set up a tracker.

However I saw in your Community profile you have as a tracker paired a Fitbit Blaze. So I'm wondering how it goes? Is the issue still persisting at the moment to add your Blaze to your Fitbit app?

If the issue persists, I would recommend to uninstall and reinstall the Fitbit app from the Google play store. If this behavior continues restart your mobile phone and try again.

Keep me posted how it goes. I'll be around.

[EricTheBren]

Hi there @RobertoME,

The reason I was trying to remove and add the blaze again was that the notifications are spotty and seldom appear on my watch.

During set up, I hit replace device, select my blaze and then get to the connect to device screen.  The little video you have attached actually shows the screen where the error occurs.  The blaze normally shows up and pivots on screen with a "connect to device" button on the bottom.  The "error playing video" is overlaid on the application, the screen goes black and the application must be force closed.  This may be device specific - not sure.  I'm using the Essential Phone (ph-1) on Android 8.0. I was able to pair the device using my ipad air 2.  Then leveraged that pairing and it appears as already set up on my android.  I have uninstalled and reinstalled the app from the play store.  I have logged out and re-logged in.

[Straussberg]

I have the same exact issue with the same phone Essential Phone PH-1 with Android 8.0.

[EricTheBren]

Same - I'm on the Essential Phone PH-1.  I've encountered the issue on 8.0 beta 3 and 8.1 beta 1.

[phiney]

I too get this error. Versa/Note5/Android v7.

Comes up about 20 times (pressing OK each time). So far i've been at this for about 7 hours trying to get a half hour update done.

There is no config or control. No indication of what is happening. Just 'retry over bluetooth' and then 'retry over wireless'.

Pretty crap install procedure.

P

[RobertoME]

Hello there @phiney, my apologies for the late response to all of you.

@phiney would you mind to share a screenshot of this issue you are seeing in your phone. This will allow me to have a closer look. If you need help uploading screenshot, this post will help as a reference.

With some non-compatible devices, is prone these issues happen from time to time, since the app is not optimized for the device in question. Nonetheless, I would like to bring to the table that there is a new version for the Fitbit app in Android. If you haven't install this version, please give it a try as this contains stability improvements. For more details please refer to this post here.

See you later and keep me posted of any change.

[phiney]

I got the new app, now we will have to wait for a new firmware

thanks
Peter

[JohnnyRow]

I get "Can't play this video" on a completely different app on old Android version. That started a few months ago with an app update.  In that app, I can click an 'Okay' button and it continues fine, or I can also just ignore it.  I contacted that app team and they suggested I update my  Android version but I didn't bother.

[Jayservo]

Has this issue been resolved? As an essential phone user and a new Fitbit user I am finding this very frustrating.

[phiney]

Even though the error is on screen the update does proceed. but whether it
is resolved or not won't be known till a new firmware is released.

thanks
Peter

[Jayservo]

What does that mean?

Get Outlook for Android

[jmc4]

Hi there 

I am also getting this error. Note 5 user been trying to set up my versa for the last 4hours.

Did you manage to get this problem fixed? 

[jmc4]

No still not working 😞

I have tried every trouble shooting possible. different wifis, different email address. Everything you can think of??!! I see that there is a message above on the fitbit website saying

''We are aware of a WiFi issue affecting Fitbit watches and scales. Setup, firmware updates, sync, and smartwatch app/music transfer may be affected. Thanks for your patience while we resolve this issue!''

Hopefully this has something to do with the set up. However it is still very frustrating!!!!!

[SunsetRunner]

Exact same thing on my phone! Just got the charge 3 - sending it back is no-one can tell me how to resolve this 

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[SunsetRunner]

I had the exact problem with an Alta HR using Android 9 on a Nokia 7.1. Fixed by uninstalling the Fitbit app, restarting the phone and re-installing the app.