Intro to Healthy Habits not working

[Alyssa87]

I started this program and it’s showing on my home screen and says “in progress”, but I cannot open the program. Just goes back to my home screen every time I try to open it 

[SunsetRunner]

I have the same issue as the OP. Specifically, I think this is an issue with the 'Starting healthy habits' program. It gives me the same error when trying to open. I did go through the setup fine so the program shows 'in progress', but I can't open it and don't see the option to quit. I logged out then cleared cache then restarted phone and I'm still getting the error. I have a strong internet connection (tried wifi and mobile). The other programs I've started (like sleep), are working fine. I can open and/or quit and restart without errors.

[Denni_Jay]

Same here! I started two programs and the "intro to healthy habits" crashes every time I select it. It states its having trouble reaching the server try again. NEVER OPENS because of this I cant quit the program and relaunch it. I dont want to pay for something that's not working which sucks because I really want to try this premium thing out but if it's broken during my trial it's not really a real chance to try this thing out!

[Alyssa87]

Yes exactly!! Hoping they fix this glitch so we can actually try this out!

[SunsetRunner]

It gives me the same error. I did go through the setup fine so the program shows 'in progress', but I can't open it and I can't launch it to see the option to quit.

As suggested in another post on the same issue: I logged out then cleared cache then restarted phone and I'm still getting the error. I have a strong internet connection (tried wifi and mobile). The other programs I've started (like sleep), are working fine. I can open and/or quit and restart without errors. I'm on Google Pixel 2 XL, Android version 9.

[Denni_Jay]

I just tried the log out and clear cache as well see if maybe it'd work for me but it didnt. 😞 

I have an android s9 and android version 9 as well.

Seems more like an app issue than our phones honestly, if it's the same guided program across the board for us. My other programs load up just fine like you explained. I wish I could just cancel the program but cant get to that menu since it wont open.

[FauzanAdam]

same problem with me... I'm using the android app

[hitherejenbo]

Same issue here with my Pixel 2 - I'm getting the notifications but can't get in to the detail as it says there is a server issue. Wish I could just remove it but can't find that option either...

[MattFitbit]

Hi all! Thanks for taking the time to call this out. 

I see that many of you are having similar issues with Intro to Healthy Habits. I have already communicated this issue to our product team who will be investigating. 

If you have not already done so, could you please provide me with your phone/OS version? This will help our team to identify what might be causing this issue. Also, I recommend keeping your Fitbit App up to date in the coming days. 

[Alyssa87]

I have an iPhone XS and iOS 12.4.1

Sent from my iPhone

[hitherejenbo]

Hi, my device is a pixel 2 running Android 10

[DaveLF]

I have an Android OS. Using a Droid Moto Z

[MattFitbit]

@DaveLF @Alyssa87 @hitherejenbo Thanks for getting back to me so quickly!

For anyone who is experiencing crashes with Intro to Healthy Habits, please force quit your app, reopen and attempt the onboarding flow for this program once more. 

Our engineers believe that they have mitigated this issue and are hoping this will not affect more customers. However, for those stuck in the onboarding flow, please follow the directions above and give it another shot. 

Of course, if this program is still not working or if you have issues with another guided program, please let me know below. Thanks!

[DaveLF]

My app does not seem to want to force close. I don't really want to
uninstall the app for fear of losing any information. Thanks in advance for
any help you can provide.

David Felger

[charcoops]

this solution does not resolve the issue.  I have the same issue where i downloaded the program - it only says "in progress" and when i try to click to open it says:.

"we are having trouble connecting to our servers. please try again"

i have a samsung galaxy S7

android version 8.0.0 

[Jmccord]

I followed these steps and still cannot access the program, nor can I quit the program.

[davold]

Force stop doesn't actually work. It doesn't close the app at all.

Using OnePlus 6T running Android 9

Also same issue on iPad Pro 12.9" running iOS 12.4.1

This issue appears to be affecting loads of devices and OS versions.

Your Premium feature is completely broken.

Roll it back and then fix it then make it free to all users. We pay enough for the devices and Fitbit Coach as it is.

[lilbitcounts2]

Intro to Healthy Habits not working here either. 

Will you be extending the trial period for us?

DEVICE INFO:

FitBit Ionic version: 27.33.1.30

iPhone XS MAX: iOS 12.4.1

FitBit app: 3.5 (862)

Stuff happens, being patient....

Thanks FitBit people for all you do 🙂

[MattFitbit]

Hi everyone! Thanks for getting back to me.

I am working closely with our engineers and we believe that this issue has been mitigated. However, it appears that a few of you are still stuck in the onboarding flow for Intro to Healthy Habits. 

Our team has rolled out a fix today and you should no longer see that you are enrolled in Intro to Healthy Habits if you were stuck. Please force quit your Fitbit App once more and attempt the onboarding flow again.  

I appreciate your patience with this. Please let me know if you were able to successfully onboard.

@BobnSwim @DaveLF @charcoops @Jmccord @davold @lilbitcounts2 

[SunsetRunner]

Worked for me. Thank you!