"No network connection"

[Sann925]

I just bought the fitbi hr charge 2 days ago. I connected it to my galaxy s4. Now it's not allowing me to log my sleep and scan the Barcode to log my food. Each time I go to log my food it says "no network connection". Even when syncing my fitbit, it gives me the same message. I have my WiFi on and bluetooth. Please help me!!!

[MarreFitbit]

Hello there @Sann925, welcome to the Community Forums ! This issue is caused by their device time being out of sync with local time / network time by more than 5 minutes. Please ensure your device time matches your network time / local time.  

If this does not fix the issue, please try doing the following:

• Log out of your Fitbit App
• Force quit the App
• Uninstall the App
• Turn off the Bluetooth
• Shut off your phone and turn it on after 1-2 minutes
• Reinstall the App
• Turn on the Bluetooth
• Log back into your Fibit App

Let me know if this works! Have a nice start of the week my friend ! 

[Ellen615]

Worked like a charm (on my Galaxy S5). Thanks!

[MarreFitbit]

Amazing news sweetie @Ellen615, I'm glad to hear that worked!

Hope to see you participating in the Community more often since I think it would be awesome for you to explore our Community, so you can go ahead and log to any of the topics that might be of your interest in our Discussion boards. Feel free to comment and contribute with your knowledge and experience.

Happy stepping!

[DReinig]

I have the same issue. The app has worked on my Galaxy S6 Edge for over a year. I am now getting this same error. I followed the above directions and still have the same error message.

[MarreFitbit]

Thanks for stopping by @DReinig, how you doing?  I'd recommend following the suggestions that my friend @SantiR shares in this post. Hope this does the trick for you too! 

[DReinig]

I had previously seen that suggestion and it did not resolve the issue. I already resolved the issue by turningn on ALL certificates, which I'm not happy about since many of them are in other languages! The one direction I read that I only needed to turn on certificates for AddTrust AB (which I have 4 certificates for) but that alone did not resolve the isssue so I turned on ALL the certificates I have. Which Fitbit would document exactly which certificates they require.

[MarreFitbit]

Thanks for getting back @DReinig! Please verify that you're able to access the internet through your phone's browser and you have a strong wifi or cellular connection. Please also visit: www.fitbit.com to ensure we are not currently experiencing temporary network issues. 

If the issue perists, certificates on your Android phone for the Fitbit App needs to be enabled. To do so, please try the following: 

1) Make sure your current date and time are correct. The easiest way to do this is to visit Settings // Date & Time and make sure that the "Automatic Time Zone" and "Automatic Date & Time" are both checked. 
2) Make sure that all certificates that reference Fitbit.com are enabled on your handset. The easiest way to do this is to: 
- Open Settings // Security // Trusted Credentials 
- Make sure that all certificates that start with either "AddTrust" or "AddTrust AB", as well as "COMODO"  (as you've mentioned) are all enabled. To enable, click on the entry in the list, then scroll down and click the "Enable" button 
- Then reboot your phone (this is required to register the changes in the certificates.)

Keep me posted! 

[DReinig]

As I mentioned in my previous email, I already resolved the issue and as I said I did turn on all the certificates. Thanks for the list identifying which certificates belong to Fitbit.

You should NOT recommend people to set their time zone setting to automatic. This will cause an error in counting of steps when you sync after entering a new time zone around midnight. There are many posts on this issue, unless Fitbit have finally fixed this bug.