using VPN from China doesn't work any more

[marc.temp]

We have been living in China for more than 5 years. Impossible to connect to Fitbit.com without a VPN since it was bought by Google.

We have a total of 3 watches, 2 on Android and 1 on iPhone. We are using Astrill VPN.

We flew back to Canada for a couple of months. Came back to China on August 2nd. Using the VPN, we were able to sync data, and our watches were updated to the new time zone. About a week later, it became impossible to log in using the app using a Fitbit or a Google account !!!

We tried about 12 VPN servers from USA and Canada. We tried with and without Smart mode on/off. We tried the OpenWeb, StealthVPN and the Wiregard protocols. To no avail.

With the Google account, we have the message : Something went wrong

with yhe Fitbit account we get a blank white screen, no message

When will you solve this problem? Because now we have to go to the Middle East where in some countries we will also be obliged to use VPN.  Our watches will become no use because we won;t even be able to update the time

[Guy_]

Hi @marc.temp - it could purely be an app issue, as they make constant changes.

Did you try to force stop the app, clear the cache on Android and logout, restart the phone and try again.

Make sure to only use one phone connection type in case 2 are operating at the same time, normally it may limit it to one but force it to make sure.

Also check you can get normal internet using your VPN to verify access is working.

[marc.temp]

We have 3 phones. Everything worked fine before around August 10. I tried everything, Force stop. clearing cache and storage... We are very rarely all in the same room. When I do tests, I am alone.

There is no "normal" internet when you go through a VPN.

First, I run Astrill Speed test function to choose one of the fastest servers. Second, I always use the browser to check it there is access to the outside world outside China. Third, when there is no internet, the app gives a No internet message.

next month we are flying to the USA West Coast, Canada East Coast for about one month. Which means:

a) the watches will sync their time properly.

b) when we fly to UAE / KSA were we need to use VPN, our watches will be useless even to give us time... and then we will fly back to China, same problem.

...these 3 watches will become some pieces of junk !!!!!!!!!!!!!!

Now how do i get real Fitbit tech support from a senior engineer ?

[marc.temp]

the support is so impressive!!!!!!!!!!!!!!!!!!!!!