Fitbit app showing "Oops looks like there is no Internet connection"

[Horatius]

Hey, yesterday I updated my Fitbit to the new firmware and I tried to make some changes but when I press on clock faces or anything I get the error message "oops looks like there is no internet connection".

I cleared the cache, what else to do?

Moderator Edit: Clarified subject

[AlejandraFitbit]

It's great to see you here, @Horatius.

I just wanted to let you know that I have moved your post from the Charge 4 board to the Android app board, since I think that here you will be able to see more related topics about the Fitbit app.

Now, thanks for this information. Can you please provide me with a screenshot of the error you are seeing? Have you checked if your internet connection is strong? Which phone are you using?.

I hope to hear from you soon.

[Horatius]

I'm using a Oneplus 6 and I'm positive that it is not my internet connection as both cellular and wifi work just fine. My wifi network is not the problem and I have more than enough experience to rule that out.

The error is produced like this;

- Click on profile in the top left corner

- click on the Charge 4 that is connected to my account

- Click on clock faces, apps, spotify

- it shows a white screen with a grey cloud icon with a stripe through it in the middle with a text underneath it "Oops, looks like there's no Internet connection" underneath that there is a Retry button that is all.

I tried to delete cache, didn't work

Rebooted my watch, didn't work

Delete the storage of the app, basically reïnstalling it, logged back in and it still didn't work.

[gamblerjoe · Accepted solution]

I had this problem but I found the solution in another thread here in the community forum (sorry cannot find it anymore). I have an Android ad blocker program running - by disabling (or uninstalling) it, the fitbit app connects through the internet to the clock face and app pages.

The only problem now is, I cannot download / install new clock faces or apps: when I click on the individual clock face or app, the page hangs and there is a swirling icon rotating forever.

[Horatius]

So after this was said I started digging in and it appears that some kind of Fitbit domain is blacklisted on the adguard DNS, this is a problem that should be fixed.

[RAMGarden]

I use a Pi-hole whole-network ad blocking application that basically returns "not found" for DNS lookups for servers on the list of advertisement sources.  Somehow, fitbit.com got on that list (I guess they serve up their own ads?) so the Pi-hole blocks it. After adding fitbit.com to the allow list, it worked first try.  https://pi-hole.net/

[gimp1973]

Thanks very much, RAMGarden.  I'm using PiHole too and went looking for what domain to whitelist.  I used you suggestion of a wildcarded "fitbit.com" and it worked instantly.  Thanks 🙂

[caoimhek7]

Thanks! Worked for me, had cleared reset my fitbit versa and reinstalled the app.

[jimmyjimjim]

This steered me in the right direction.   I had the same issue - no clock faces in the app, and "oops looks like there is no internet connection".

I turned off wifi on my cell phone and it worked, so it was fairly obviously a local DNS issue - I'm also using pi-hole.

I added fitbit.com, no luck.

For future reference:

Look on the phone, get the IP address, replicate the issue, then go to the query log on the pi-hole.

Filter on the IP address (just click the first instance of the IP address you see).

Then look for red entries (black listed) that might be relevant.

Click the white list button on the right, wait for pi-hole to confirm it's been added, then retest.

In my case - ssl.google-analytics.com was the culprit.

fitbit.com is about 95% of the queries, this was a little moreobscure.

[Dasil]

Same issue on Android with a Versa.

Both with Wifi and without (using the phone's 4G internet) - also with and without dns.adguard.com set as Private DNS (makes no difference).

I have tapped Retry hundreds of times botn continously and each month for the pase year or so. Every other app can use the Internet and Fitbit can even check for firmaware updates but no apps clockfaces etc. Been like this for a year I think.

I've never added a wifi to my Versa btw but apps and clockfaces etc worked nicely anyway - but stopped at some point - perhaps due to a firmware upgrade.

 

 

[cgkades]

In case anyone else has a pi-hole and reads this. i had to whitelist cdn.optimizely.com and in.appcenter.ms

[cgkades]

and www.google-analytics.com. what a terrible design. i have to allow ads to use this. If any devs read this, please don't have your page break because analytics is blocked

[RyleyI]

Having the same problem, just started a day ago. Says WIFI has no internet connection. My WIFI is good. Both my Android phone and laptop show "no wifi internet connection in the Fitbit program/app. I was just trying to change my watch face. I finally got it to work by turning off WIFI on phone and connecting thru cellular (which is very slow here). Turned off Adguard on laptop and got the watch faces to show, but could do nothing else. I don't have an Ad Blocker on my phone and can't find a reason for the problem that effects both laptop and phone. Numerous reboots of router, phone, laptop and Sense, still no luck.

 The 1st problem I've had with my Sense in the 6 months I've had it, this sux.

[alander3]

Yes I am not whitelisting a data mining site.
Why is the app not advising that data is being collected?  Why no opt-in/opt-out?  Not a good look.

[JenniferHS]

I HAVE A FIX FOR ANDROID 12/SAMSUNG PHONES

I had this issue on my Samsung S8 AND S20. (Please not this is for Samsung)

Follow this:

Settings >

connections >

more connections (near the bottom) > 

VPN (if one is listed there set it to none or remove it, I didn't have one but this will block access to the gallery)

> Private DNS (this is right underneath VPN and should be set to none.) 

I had private DNS on and set to dns.adguard.com. As soon as I removed it and thlurned it off to none, problem solved. Now I can access the Gallery! 

Trust me, I know exactly how frustrating this is because I have been battling this for months! 

[RodrigoMFitbit]

Hello everybody!

@JenniferHS Thank you very much for the advice. This will surely help other community members!

Have a nice day!

[Bugoff75]

Thank You Thank You Thank You - finally fixed and I no longer get the oops message!!!

[RodrigoMFitbit]

@Bugoff75 Welcome to the forums. I am glad you were able to find the solution here regarding this error message on the Fitbit app. I wish you have fun with your Fitbit device. 

Have a nice day!

[charleskn]

Sounds like this should be added to an article. Maybe this one?

https://help.fitbit.com/articles/en_US/Help_article/2249.htm

[Bugoff75]

No, connection to WiFi is not the issue at all.   Fitbit app not connecting to the internet which will then not connect to the apps (Gallery) loaded on the watches or allow you to install or uninstall apps (make setting changes etc.), when any form of an ad blocker or VPN is used is the problem.  From many many many searches its been an issue for awhile and since no correction has been made - seems to be a feature not a bug.  I don't use an AD blocking app or a VPN so trying to figure it out has been an irritating issue.

JenniferHS nailed it!