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 

[peterdeleu]

Hello,

I want to go to week 2 of my guided program but I get error

When I try to open my Guided Program "Beginner runing" from within the FitBit app (screenshot 1).

https://1drv.ms/u/s!AoA07Gs3HzUZi-Fsu6rMQStaTB48Yw?e=5dQ1h3 

I get an error "We are having trouble connecting to our servers. Please try again" (screenshot 2).

https://1drv.ms/u/s!AoA07Gs3HzUZi-FrHecBmH5cK96jjQ?e=KLjb3s

Worked until yesterday.

Any suggestions?

Peter

[peggshell]

It looks like a month later that people are still having the problem. 

iPhone 6s, IOS 13.5.1, Fitbit 3.22 (latest versions as of now).

I started the beginner running program last week, and it worked beautifully until I pressed the button to move onto week 2. It does the same thing other users have mentioned--going to a white loading screen for a second and then reverting back to the dashboard/today screen. I did everything I could try, including restarting my phone, logging out/logging back in, deleting and reinstalling the app, and force quitting. Many times. I'm on the 90-day premium free trial. No other programs have bugged out like this (so far).

[SilviaFitbit]

Hey everyone! Thanks for sharing details about the phone that you have and the troubleshooting tried prior to posting. 

I really appreciate this information, I've shared it with my team and they are already investigating it and looking for a resolution. Your patience and understanding while this is resolved is appreciated. 

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

[SunsetRunner]

Hi, is there any update to this?  I’ve been trying to use a few guided programs and as soon as I click on “start session”, the app force closes.  I’ve tried this on an iPhone and iPad.

Both fitbit and fitbit coach apps have been updated. 

thanks,

[Donnigirl]

So why is it taking so long to get a fix??? Scam, gimmick, ploy? Our "free" 3-month trials are running and no fix nearly 6 weeks later? Bad deal. I'll be cancelling and not renewing.

[RockTomorrow]

This appears to still be a problem.  I appreciate there are challenges with support timescales right now, but it's been over 2 months since it was first reported, and a month since the last update.

I also made it to week 2 of beginner running, and today met the dreaded bug, after completing 2 of the exercises for this week.  I didn't receive my daily reminder today at the scheduled time, although I did get my rest day notification yesterday.  I'm running Fitbit and Coach on a Samsung Galaxy S10+, and have already tried logging out and force closing the app, rebooting the phone, and uninstalling/reinstalling both apps, but still the issue persists.  "We are having trouble connecting to our servers."  My screenshots exactly match those shared by others earlier in this post.

I am also still on the free trial, and was looking forward to continuing with the subscription to keep going onto more advanced programmes.  But I've no intention of risking my money on that if it looks like there are fatal errors that block progress in guided programmes.  I appreciate the support team are looking at this, but is there anything more concrete than that?  Have they identified the issue?  Is there a resolution timescale?

Has anyone managed to get around this problem?

[D24Walking]

Hi Silvia,

has the problem bee resolved with the beginning running guided programme. I’m on week 2 and have not been able to access the programme for the last few days.   See screen shot below. 

Thanks