"Oops. Looks like there's no internet connection" when trying to download a clock face on Versa 2

[capitalb]

Whenever I open the gallery, I get an error saying no internet connection, but my phone is connected to the internet.  Anyone else having this problem?

[MarreFitbit · Accepted solution]

Hi there, @capitalb. Welcome to the Community Forums. Thanks for the details provided in your post about the inconvenience you're having with the Fitbit App Gallery. 

The "Oops no internet connection" issue can be caused by the use of the following on your phone:

• VPN
• AdBlock software
• Security software
• Private DNS

I've moved your post to the Fitbit App Gallery board for organization purposes.

Hope this helps. 

[capitalb]

That fixed it!! thank you so much!!!

[MarreFitbit]

@capitalb You're very welcome!

I would like to invite you to visit our Health & Wellness where you will find great tips and encouragement from other members.

See you around! 

[button73]

How did you fix it?

[capitalb]

I had an ad blocker on my phone, I disabled it, and then it worked.

[TechnicalP574]

i have had this issue for a whole week wondering what happened until went on here and figured out that i had a private dns activated in my settings so i switched it off and the fitbit gallery opened up.

Thanks @MarreFitbit 

[jasonyork]

Hi @MarreFitbit Is there any longer-term fixed planed for the AdBlock problem?  I've also had this issue with the FitBit app and my Charge 5.  Anytime I want to use the gallery I need to disable my home AdBlocker (Pi-hole).  I have a tech background, so I looked into this in more detail.  It does not appear to be as simple as allowing the fitbit domain in the AdBlocker.  I think the issue is due to the app requesting data from either "api.segment.io" or "ssl.google-analytics.com", which are third party tracking sites.  When one of those requests fail, the app doesn't think it has internet access.

I realize this is probably not a high priority for your team, but it can be very frustrating to those that may not realize that simply having an AdBlocker enabled limits the functionality of FitBit.  I think the app should be more robust and provide expected functionality even when tracking domains are unavailable. 

If there is any other data I can help provide you or your tech team, I'm happy to do so.  Thanks.

[Guy_]

Hi @jasonyork - yes it's the way Google Analytics works and is more a problem with the AdBlock [ or other network interfering ] software denying a valid request, than a Fitbit problem. See my original post No internet connection 

[jasonyork]

@Guy_ - I've worked with Google Analytics and implemented it on a number of web applications and that is not how it works.  It's a very common practice to add exception handlers to allow for an application to continue to function when GA is not present or is unable to load.  I highly doubt there is a technical reason the Gallery app could not function without access to GA, therefore I think it's worth asking their technical team to take a closer look at it.  There are a number of reasons other than ad block software that could cause that request to fail.  If some specific exception handling for that failure, the app will be overall better for it.  Thanks.

[Guy_]

@jasonyork- it is understandable that Fitbit purposely don't want it to work without GA as that would stop the information collection and render it useless. Users are responsible for any blockers or network issues they install on their phones.

While it may be annoying it if is not working for certain people, it has been well documented in the forums and a quick internet search will allow them to correct their phone configurations to get it to work, or they can make a request for help.

The forums is one of the good parts of the Fitbit Community.

[chrisied]

I have the same issue with tbe new versa 4. 

I did turn off my ad blocker and I'm not running anything  else mentioned above and I still get the ....opps no Internet connection. I've deleted the app and reinstalled it,  logged out and back in, nothing works. Any other suggestions would be appreciated. 

[jasonyork]

@chrisied - If it were me, I'd first try to eliminate the network as a problem.  Try turning off Wifi and using your cellular data.  Restart the app and try again.  If the problem still persists, then it's possible you may have a cached DNS entry from the AdBlock software.  If you haven't already, try restarting the phone.  If you still have a problem as a last resort, try searching for how to "flush DNS cache" for android/iOS.

[Guy_]

HI @chrisied - Did you check the Private DNS, this is often the cause with more recent Samsung phones. In any case it is most likely a phone configuration problem. Go into your phone settings and search for DNS. Also restart the phone.

[chrisied]

Yes, I finally got that info from another thread and thankfully it worked. 

Thanks for the help !! 

[NaijaRock]

Thanks, the issue is solved.

I disable the "Adblock" as indicated. 

[hodgeslmn]

I have tried all the steps suggested. I still get the "No internet connection" message when I try to sign in on my Android Fitbit app. I am not even able to sync my device and the fitbit has been useless for almost a week.

[Guy_]

Hi @hodgeslmn  -  swipe off the active Fitbit app window and in Android clear the storage cache and force stop it and then restart the phone.

Then try login with either WiFi only or mobile data only.

Also check your phone configuration, See No internet connection which may have a bearing.