RESOLVED 03/22/17: Data export tool not downloading data

[ErickFitbit]

Fitbit Update 03/22/2017: Our team took some quick action and I am happy to declare this issue as resolved! Thanks to everyone who took the time to report this and for your continued patience.

I am closing this thread as the issue is now resolved. If you come across this issue in a future instance, please create a new thread while referring to this one.

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Fitbit Update 03/21/2017: Our team is aware of an issue where the data export tool in the Fitbit.com online Dashboard and in the Premium section is not allowing you to download your data.

We're working on getting a fix for this pushed out as quickly as possible. I will have updates to share with everyone as soon as I hear some news. Thanks for your patience and for taking the time to report this issue. More to come!

[SteRad]

The problem is this the following...

1. mixed content: download not allowed from non https site

2. telling to Chrome to allow download, I get "TOO MANY REDIRECTS"

Please solve soon because I need those data for a project I'm developing.

This is the error from Chrome console:

Mixed Content: The page at 'https://www.fitbit.com/export/user/data' was loaded over HTTPS, but requested an insecure resource 'http://www.fitbit.com/premium/'. This content should also be served over HTTPS.
VM2351:5763 GET http://www.fitbit.com/premium/ net::ERR_TOO_MANY_REDIRECTS
(anonymous) @ VM2351:5763
domManip @ VM2351:5965
append @ VM2351:5761
jQuery.fn.(anonymous function) @ VM2351:6154
fileDownload @ jquery.fileDownload.js:264
downloadFile @ premiumExportDownload.js:100
(anonymous) @ premiumExportDownload.js:89
fire @ VM2351:1046
fireWith @ VM2351:1164
done @ VM2351:7399
callback @ VM2351:8180

[snmbs]

I am unable to download the data in either csv or excel format from the last few days. When I tried with "This month" or "This week" or "Custom" options and when I click on download, it just spins for a few seconds and there is no download file that comes up. This functionality was working fine just a few days ago. I tried it on different laptop and different browsers (chrome, IE, mozilla), still no success. Is there an issue with this download functionality ?

Thank you

[billey340-]

Same problem here.

[Harriew]

I have been downloading my activity stats every Monday for a long time now. This week, along with the many others who have posted on this topic, the downloads are failing. I am using Safari on a Mac. There have been no updates on my end during this last week but now I see the spinning wheel as it appears to be determining what should be downloaded but it then never shows the activity on my screen that would indicate the download is actually happening. Latest version of Sierra, latest version of Safari. I am quite convinced that this problem has to be on the Fitbit end of things. Unfortunately my experience with them means that a fix will take a fair amount of time.

[Harriew]

After my previous post I decided to turn on the Error Console in Safari. Having done that I then tried downloading the activity figures for the last week once again. The following messages appear in the error log. Some of these messages were part of the initial loading of the window but the last few appear after clicking the DOWNLOAD button. Looking at these messages it sure seems that the Fitbit people could write some cleaner code for their web pages. Notice the very last message in the following. That seems to be what the problem is all about; but, I am certainly not an expert in web page coding.

[Warning] Unexpected CSS token: $ (app.fonts.icons.css.90dc370d5529e29553893b910fe66101.css, line 129)

[Warning] Unexpected CSS token: $ (app.fonts.icons.css.90dc370d5529e29553893b910fe66101.css, line 134)

[Warning] Unexpected CSS token: $ (app.fonts.icons.css.90dc370d5529e29553893b910fe66101.css, line 139)

[Warning] Unexpected CSS token: : (app.layouts.base.1.css.54acefe83c95166a69682a4f24e4a412.css, line 127)

[Warning] Unexpected CSS token: : (app.layouts.base.1.css.54acefe83c95166a69682a4f24e4a412.css, line 128)

[Warning] Invalid CSS property declaration at: * (app.layouts.base.5.css.d65868c2b9d7e3d13532d8d479d3af79.css, line 28)

[Warning] Invalid CSS property declaration at: * (app.layouts.base.5.css.d65868c2b9d7e3d13532d8d479d3af79.css, line 28)

[Warning] Invalid CSS property declaration at: * (app.layouts.base.5.css.d65868c2b9d7e3d13532d8d479d3af79.css, line 28)

[Warning] Invalid CSS property declaration at: * (app.layouts.base.5.css.d65868c2b9d7e3d13532d8d479d3af79.css, line 28)

[Warning] Invalid CSS property declaration at: * (app.layouts.base.5.css.d65868c2b9d7e3d13532d8d479d3af79.css, line 28)

[Warning] Invalid CSS property declaration at: * (app.layouts.base.5.css.d65868c2b9d7e3d13532d8d479d3af79.css, line 28)

[Warning] Invalid CSS property declaration at: * (app.layouts.base.5.css.d65868c2b9d7e3d13532d8d479d3af79.css, line 28)

[Warning] Invalid CSS property declaration at: * (app.layouts.base.5.css.d65868c2b9d7e3d13532d8d479d3af79.css, line 28)

[Warning] Invalid CSS property declaration at: * (app.layouts.base.5.css.d65868c2b9d7e3d13532d8d479d3af79.css, line 28)

[Warning] Invalid CSS property declaration at: * (app.layouts.base.5.css.d65868c2b9d7e3d13532d8d479d3af79.css, line 28)

[Warning] Invalid CSS property declaration at: * (app.layouts.base.5.css.d65868c2b9d7e3d13532d8d479d3af79.css, line 35)

[Warning] Invalid CSS property declaration at: * (app.layouts.base.5.css.d65868c2b9d7e3d13532d8d479d3af79.css, line 35)

[Warning] Invalid CSS property declaration at: * (app.layouts.base.5.css.d65868c2b9d7e3d13532d8d479d3af79.css, line 36)

[Warning] Invalid CSS property declaration at: * (app.layouts.base.5.css.d65868c2b9d7e3d13532d8d479d3af79.css, line 36)

[Warning] Unexpected CSS token: : (base.css.d9f23276e0a856cfd0c7684596fcb9c9.css, line 1121)

[Warning] Unexpected CSS token: : (base.css.d9f23276e0a856cfd0c7684596fcb9c9.css, line 1156)

[Warning] Invalid CSS property declaration at: ; (base.css.d9f23276e0a856cfd0c7684596fcb9c9.css, line 1731)

[Warning] Invalid CSS property declaration at: ; (base.css.d9f23276e0a856cfd0c7684596fcb9c9.css, line 1736)

[Warning] Invalid CSS property declaration at: ; (base.css.d9f23276e0a856cfd0c7684596fcb9c9.css, line 1741)

[Warning] Unexpected CSS token: : (base.css.d9f23276e0a856cfd0c7684596fcb9c9.css, line 1937)

[Warning] Invalid CSS property declaration at: * (base.css.d9f23276e0a856cfd0c7684596fcb9c9.css, line 3500)

[Warning] Invalid CSS property declaration at: * (base.css.d9f23276e0a856cfd0c7684596fcb9c9.css, line 3601)

[Warning] Unexpected CSS token: : (base.css.d9f23276e0a856cfd0c7684596fcb9c9.css, line 4106)

[Log] autotrack already initialized for token "6d8c58bf820d35c347bf4c80b85dfa87" (mixpanel-2.2.min.js, line 46)

[Error] No active page configuration found

advised (FITBIT.js:898:1249)

osrInitComplete (FITBIT.js:1297)

(anonymous function) (FITBIT.js:1379)

(anonymous function) (FITBIT.js:1426)

[Warning] [blocked] The page at about:blank was not allowed to display insecure content from http://www.fitbit.com/premium/.

[Gentian]

I web chatted with Fitbit re this problem on Thursday 16th March. It became clear that this is a Fitbit problem and they offered me a free year's Premium subscription as compensation. I'd rather just be able to download data as I have been able to up to the 16th. I suggest you all get in touch with Fitbit and request similar upgrades as compensation. Perhaps that might motivate them to get on with fixing this. 

For the record, I am using Safari on an iMac, all up to date.  

[Johannah48]

I called tech support and reached an outsourced person who sounded like he was not aware of the problem. I'm sure they have been inundated with calls and messages and could at least inform their staff.

I was told they would send an email to me when the problem was fixed and that I would not be able to speak with a supervisor. I was told they would send me a weekly data report. That only gave me a weekly average. I can get that from the Dashboard.

Forget being offered a Premium package, I wasn't even offered an apology for the inconvenience. I was given the impression that no one knew there was  problem.

[billey340-]

Strange I was told I would get an email and that they don't know of any problem!!!

[Fett1919]

Same situation as previous message.  I reached out to customer support and complained about this and they were like, "yes, we know.  Sorry."  No date on when this would be fixed or anything.  Not very pleased with this.

[KQ1]

Nothing works- turning off ad block, security, clearing cookies, using another browser- nada, zilch.  No data downloads.

[Gentian]

I spent ages on the Web chat, getting suggestions like, try another browser (which, as everyone else has found, made no difference.) It was when I mentioned that I thought it was Fitbit's problem, as I had read on this Forum of the same thing happening in 2015 and being resolved eventually by Fitbit, that she offered me the free upgrade, initially for 6 months, but then on the advice of a supervisor, for 1 year. Frankly, I'm totally under-whelmed by Premium. I certainly won't be paying for it when my free offer runs out. 

[billey340-]

I challenge lots of fiends on the Garmin connect. As I'm unable to down load the date to move across. Mabe time to get a Garmin and dump the fitbit. A I will miss my chance of the cup this month.

[Gentian]

That's SO disappointing for you. But March isn't over yet. Please keep after Fitbit, tell them you are thinking of buying a Garmin and binning their device. But maybe don't really do it, at least not yet, as according to D C Rainmaker's reviews, the Garmin Vivo series are not as good as Fitbits. And, I've been using Garmin watches and Connect for many years and I know things don't always work perfectly there either.

[Tonia]

I already have premium and download is not working.  So don't get too excited about that upgrade option.

[Gentian]

Tonia, you paid good money to Fitbit and you are not getting what you paid for - COMPLAIN!!! Say,you want a refund. Say you are about to post terrible reviews. I have emailed Fitbit again to ask WHEN this may be fixed. If I don't hear back tomorrow, I'll email them again. They keep asking me for a favourable review of my One. I love my One, but if this goes on, I shall be posting a review mentioning their rubbish support.  If all Fitbit customers made a fuss, this would soon be fixed. If we do nothing, why should they bother?

[racquetballgirl]

I e mailed them and told them I have only had my Fit Bit one week and if isn't fixed soon I'm sending it back with a very very bad review. I doubt it does any good.

[Tonia]

Oh believe me, I will.  I sent in a support request earlier today and I will stay after them.

I just wanted the people on this thread to be aware that upgrading to premium is not going to solve the download problem.

[LanuzaFitbit]

Hello everyone! 

I'm afraid I do not have any news on the matter. This is still being worked on and we do not have any developments I can provide you with. 

Thank you so much for your patience and understanding. I do know that not being able to get your information can be frustrating, specially if you use this information for other purposes. 

For those interested, @Rich_Laue posted about a workaround using IFTTT that might be helpful for you.

I'll be sure to continue checking. If I get any updates, I will be posting them here.

[SandyYPA]

Anyone get this to work with the IFFT workaround mention in @LanuzaFitbit' post? I don't to spend time on a workaround that hasn't been verified to work since 16 March.

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@LanuzaFitbit wrote:

For those interested, @Rich_Laue posted about a workaround using IFTTT that might be helpful for you.

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Sandy

[Another_tanya]

And another one - using Mac and Safari - in case more impacted users helps get the support team to take the problem seriously.