Premium workouts/meditations getting black

[Damf]

When I try the videos premium all I get is a black screen with the play button and nothing else. Has anyone else had this problem?

Moderator Edit: Clarified subject

[Moniespana]

Will the many people affected get an extended free trial.to cover the missing months?

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[SunsetRunner]

This issue reported several months ago and effected users are increased since then but still no solution. Are you sure that someone working on this issue?

[Eko80]

Same here. Tried on latest Android and iOS 

[AlejandroLex]

Videos still not working

 😞

[_Di]

Hi Yojana,

Thanks for looking into this. I've also tried all the suggested fixes and nothing works. I think it's got to do with an app update from a few months ago because the videos were working fine before. In my case they do still play fine on mobile data, just not over WiFi. That's not a great workaround though because they very quickly eat up my monthly data allowance so I just end up not watching them anymore.

A quick solution would be appreciated.

Thanks! 

[EmrahB]

I also experience the same problem. No matter which video I choose to play, a turning circle appears on a black screen that is a sign of the video loading but then disappears and the play button below appears. The total duration and remaining duration information on the left and right remain 00:00.

This problem is valid for all videos and I could not even watch them for 1 second. I'm still charged for a service I wish to benefit from but can not use.

There are lots of reports on the same problem. Please help on this problem.

My app is up to date, 08/12/2022, 3.65.1.fitbit-mobile-

Phone Samsung Galaxy Note 8, SM-9500

Android version 9

.

Moderator Edit: Personal info removed

[Britlish]

Have the same problem as everyone here. I guess I won't be continuing after the free trial period. Videos or sound won't play on mobile phone, Android 11, on WIFI or mobile data. 

[JuliusRanz]

It is terribly frustrating. I have never been able to watch the meditation audios or anything else. I've tried EVERYTHING mentioned before. Switch off the wifi, log out and in, clear cache and data, reinstall the app. Everything has always been up to day (app and phone). By the way, I have had always the same problem in 3 different devices: a Samsung Galaxy A71, a Samsung Galaxy Note 20 Ultra and a Samsung Galaxy Tab 7 Lite. So, the problem is not the devide either. My 6 months free premium subscription will expire soon and I will not renew it. It's no use.

Desperate.

[kangjl]

Me too! Black screen with a continuously loading play button and nothing else on all videos. Frustrating! Had anyone seen it work yet? It used to work 3-4 months ago for me, took a break from doing videos and now nothing!!

[JuliusRanz]

At last, for the first time since I bought it (many months ago), it has worked. I haven't done anything. Astonishing. But I have only the Premium subcription till the 2nd of December. I haven't had the chance of enjoying the Premium subscription all this time. 

[Britlish]

It looks like they fixed it. I can see the videos now, too.

[Damf]

Me to, finally!!Sent from my Galaxy

[AlejandroLex]

It seems that now are working! 🙂

[climbernix]

Thanks for the heads up, it does work now! Unfortunately my free trial has expired so I missed out on using the Premium subscription.

[Moniespana]

I contacted help desk re extending the premium which was advertised as free trial with the device. They were almost rude with their reply and stated we had the use of some facilities.
However for me the videos are key to premium.
Really disappointed.

Get Outlook for Android<>

[EmrahB]

On the 8th of this month, I tweeted this problem to the CEO of Fitbit and mentioned this thread. I don't know if it's the trigger or not, but all the videos are working on my tablet and phone.

Even though they mentioned Android 10 is obligatory for videos, videos are playing on my Android 9 device.

Happy to benefit from videos that I was paying for without being able to use them.

https://twitter.com/EmrahB64/status/1567764272129757185?s=20&t=OTXLeS6C8M4w_4pAy3C5DQ

[YojanaFitbit]

Hi everyone.

I appreciate the time taken in reporting this issue, and your efforts while working on this matter. I'm happy to let you know that this issue has been resolved, meaning that you should be able to see and listen Premium workouts and meditations. Your feedback is also appreciated and for additional tips, please see this help article.

I'm going to close this thread. However, if you have a different question, I'd encourage you to create a new thread in the Help Forums to receive help from the Community. You can also visit our Health & Wellness board where you can share your story, make new friends and find great tips to achieve your goals. Happy stepping!