Beginner Running program force closing

[k_craigo]

I started the beginner running guided program and made it to week 2. However now when I go to open the program from my home screen it tries to load but quickly force closes back to my home screen. I am unable to open it to quit to program. I have tried going back to the guided program section and opening there but that does the same thing. I have tried restarting my phone, as well as uninstalling and reinstalling both the fitbit and fitbit coach app.

Moderator edit: Updated subject for clarity 

[RenayR]

Good to know.  I was thinking of deleting/re-adding the app but I guess I won't.  Thanks!

[SilviaFitbit]

@startingbad Welcome to the Community. Thanks for taking the time to share what you're experiencing with Guided Programs. 

I appreciate your feedback, this helps us to continue improving. I would like you to log out from your app and force quit it. After this, please log back in and check if you're able to open the workout. 

If you're still experiencing issues, please attach a screenshot of what you're seeing on your app and let me know the phone model you're using and OS version installed. 

Looking forward to hearing back from you. 

[startingbad]

Hi Sylvia,

Thank you for your response! I may have not explained my situation well due to frustration and I saw there is a thread Mentioning the same issue so I’m not the only one. When trying to open the beginner running program from the Fitbit homepage (the “today” page) nothing happens, the page goes as if to load but it loads the home peg again.

I’ve tried logging out, force quitting, uninstalling and installing the app again. The issues continues.

[Jassu05]

I have this same problem on the beginner running program. Other programs that I have started or going on open and seem to work but this one doesn't after I started my week 2 on the program. It gives me following message when it refuses to open: "we are having trouble connecting to our servers. Please try again". I am using Huawei p20 pro and have also tried to delete both apps and shutting my phone off and on again and also tried going to the program through the discovery site. I also checked that I seem to have the newest version of the app. 

[YokohamaH]

I am having the exact same problem with the beginner running program and receiving the same error message. 

[JasminePepp]

I received an email to quit the program and try again after going thru
several troubleshooting steps that did not work. I'm hoping the second time
works out better than the first time...

[SilviaFitbit]

@Jassu05 @k_craigo @newbouldmd12 @Creatress Hey there. 

Thank you for getting back and providing me with further details about the device that you're using to check Fitbit Premium. I've shared your reports with my team and they will continue investigating it. 

I'll be around if you have any additional questions. Thanks for your understanding.

[AhmadR]

Hello @SilviaFitbit! I have the same problem

-- on an iphone 11 Pro Max. 

-- only with the Run Training guided program. Other guided program operate just fine.

-- Tried all remove/reinstall options of both the fitbit and coach apps.

[SilviaFitbit]

Hey everyone! I've merged some posts here because there are other users who are experiencing the same. 

@AhmadR Thanks a lot for sharing information about your phone model and the troubleshooting tried prior to posting. 

As mentioned above, I've shared your reports with our team and they are already investigating it. Your patience and understanding is appreciated while they find a resolution. 

I'll be around if you have any additional questions. 

[AhmadR]

Hi @SilviaFitbit -- the 3-week duration of the "Run Training" guided program were finally done today, and the magic happened: the guided program tab under "home" disappeared. I'm obviously going to avoid guided programs for a while now which is somewhat disappointing given the premium subscription. 

Here are some debugging thoughts for the team: I'm almost sure there was a "run training"-specific bug keeping the program inaccessible with a "return to home screen" when stuck resolution. Some if statement in a while loop, that luckily was true when you hit the end of the 3 weeks. When I started, it worked just fine for a week then broke for the last 2 weeks -- so this might be caused by code you added around that timeframe. Another mitigation: I wonder why not let the user delete a "guided program" tab (rather than exit it). If you try to edit under home, you can delete almost every item except for "Activity" and "guided programs".

[Beggy]

Hi,

today I was supposed to start Week 2 in the run training. However, when I click on the Run Training in FitBit app it doesn’t open anything. A white page opens for a second then it comes back to “today”.  I turned off my phone, deleted the app and reloaded from AppStore but it is still the same. 

Please help me 😞

[Idzamarrom]

I'm having a similar issue that started within the last few days. When I select the running program from Fitbit home it has a delay and won't even rederect me to Fitbit Coach...it simply reverts back to the homepage and an error pop-up says it couldn't connect to the server. I've uninstalled the app at least twice with no changes

[Tswartz80]

Same thing is happening with the beginner running program. I made it through week 2 but when I try to access week 3 it takes me right back to the home screen for “today”. Been happening since Saturday when I received a notification about some “gift” I had waiting for me related to my completed workouts...

[SilviaFitbit]

@AhmadR It's nice to see you on the Community. Sorry for the delayed reply. 

Thanks for sharing insights about your experience with Guided Programs on Premium.  

@Beggy @Tswartz80 Welcome to the Community. I apologize for the delayed in my reply. I've merged your posts in this thread, because you're experiencing the same. As mentioned before, your reports have been shared with our team and they are investigating it and looking for a resolution. 

Your patience and understanding is appreciated. 

[ReneeCurt]

I am having the same exact issue. Beginner Running guided programming is force quitting when I attempt to launch it from the “Today” dashboard. This is extremely frustrating, given that we pay for Premium. I have tried logging out and uninstalling and neither has resolved the force quit. iOS 13 user, on an iPhone 8+, FitBit v3.21 (which is up to date as of my posting this)

[ReneeCurt]

Would like to second the functionality suggestion to allow users to quit guided programs that do not rely on the guided program launching. 

[SilviaFitbit]

@ReneeCurt Welcome to the Community. Sorry for the delayed reply. 

I appreciate the troubleshooting tried prior to posting. I see where you're coming from. 

As mentioned above, our team is aware of this issue and working towards a resolution. Your patience and understanding is appreciated while this gets resolved. 

Let me know if there's anything else, I can help you with. 

[mitcharvey]

I am experiencing this as well. Has anyone found a fix?

[Bkalf]

I’ve had the same issue. IPhone 11 

[H60]

Hi

I am experiencing this issue too with starting week 2 beginner running. I get the message saying can't connect to server. I have had this issue with 2 other guided programs as well earlier this year. I contacted Fitbit directly about it last time and it did get sorted in that the programs were removed and I had to start them again if I wanted.

To try and resolve the issue this time I've followed the same steps they asked me to last time. So I've uninstalled and reinstalled the app, and also restarted my phone and I firstly tried force quit. 

I agree with others that this is very annoying. Just starting to build momentum and was very sceptical about giving running a go to start with and now probably won't be able to do my next day planned workout. I am currently doing the 90 day free trial as well so I wonder if it has something to do with that??? If these issues with guided programs can't be solved then I don't think I'll pay for a premium subscription.

Also I have a Google pixel 3 phone.