Can't play the Premium workout videos

[AdelleT]

I have never been able to watch the workout videos on my phone. I have a samsung galaxy s9 and all I get is a black screen when I try to watch the videos. Any ideas on how to get them to play? 

Moderator Edit: Clarified subject

[SilviaFitbit]

@AdelleT Welcome back to the Fitbit Community. Thank you for getting in touch about this. 

It's pretty weird that the Premium workouts can't be viewed on your Samsung Galaxy S9. As always make sure that you have installed the latest Fitbit app version. If you do then log out from the app, force quit it, clear the cache and try again. 

Keep in mind that a good internet connection is required to view these workouts. If you're trying to play Coach workouts then make sure you have the following requirements: 

• Constant internet connection. We recommend using Wi-Fi instead of your cellular data.
• 1GB of free space.
• 4GB RAM on computers.

Let me know how the troubleshooting goes. I'll be around if you have any additional questions. 

[AdelleT]

I followed the steps and it still wouldn't play the video (or audio). I have a high speed internet wifi connection. When I press play I just get a blank screen with a play button but it won't play. 😞 

[SilviaFitbit]

@AdelleT Thank you for getting back. I appreciate that you confirmed you have a high speed internet Wi-Fi connection. 

In order to better assist you, please reply to the following questions: 

- Is it happening with Fitbit Premium workouts or Fitbit Coach workouts? 
- Are you experiencing the same with all the workouts?

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

[AdelleT]

It is the fitbit premium workout videos. I'm trying to decide if it's worth it paying for the premium and it isn't if I can't utilize the videos. 

It happens with all the video and audio in the premium section.

[SilviaFitbit]

@AdelleT Thank you for getting back. I totally understand your disappointment with this, In this case, I've shared your post with our Support team and someone will contact you as soon as possible. Keep in mind that due to recent events affecting our operations we may take a bit longer to get back to you. 

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