No Internet Connection/Fitbit.com is unavailable

[dherbert81]

I was sitting at home and went to log something via my android app. The app had kicked me out. This has happened before so I just went to log back in. It refuses to let me. Keeps telling me I have no internet connection or that fitbit.com is unavailable. I have tried off of wifi, uninstalling and reinstalling the app, and restarting my phone. Nothing is working. I love my versa and have used it every day since I got it. I would love a solution to this ASAP as I use it to track steps at work.

[WRHemp]

Well the software update came, and now my Versa sucks.  No notifications, error messages, no sleep log, etc.  Did everything that was suggested, but to no avail. Not happy.  

[RCT73]

So I have connection, but still no notifications.  I can't understand why they just stopped working

[LiliyaFitbit]

Hello everyone, thanks for your participation in the Community. I am sorry for the delayed response. 

I appreciate the time that each of you took to share the details of the issue, the troubleshooting done and your experience. I understand that this can be very frustrating and appreciate your feedback. Our team is always working on improving our devices and user experiences, and your comments are always welcome. I would like to confirm that we were performing maintenance on 9/6 and some users were experiencing difficulty with syncing and accessing the Fitbit account. Please confirm if you continue experiencing any issues as all services should be working now. 

You can check the troubleshooting steps if you're still experiencing any difficulties with syncing your device. 

For the ones who are not receiving notifications, usually a missing requirement is the cause and I recommend confirming the steps to set up notifications in this help article: How do I get notifications from my phone on my Fitbit device? Move on to the troubleshooting steps if the issue persists. 

@WRHemp I am sorry to hear about the issues you're experiencing with your Fitbit Versa after the update. I appreciate your troubleshooting efforts. I've sent your information to the Customer Support team so they can get in touch with you and provide further assistance. You should be getting a reply soon. 

I'll be around. 

[SunsetRunner]

@LiliyaFitbit 

While I am grateful that I can sync, the app seems to still have some bugs that need to be worked out.

1) When you reach your goal - steps, calories, etc. the circle will spin instead of staying one solid color.  When all of the goal rings have been met they all do this.  It's looks like a strobe light show with all the flashing and circling going on.  It's rather annoying and distracting.  There have been additonal posts on the Community Forum regarding this.

2) The mobile app will sometimes freeze on the Fitbit logo.  I have to go into Settings, then my apps list on my phone and go into the Fitbit app.  Clear the Cache and do a Force Stop on the app.  Then I am able to go into the app and it works until the next time when I have to repeat the process.

I used to love my Fitbit products from the Charge 2, Blaze, (Iconic - briefly) and Versa.  I used to talk about how great of a product the Fitbit brand was and the ease of use.  Now I have lost the confidence and trust in this brand.  I was even considering getting the Versa 2 but after the fiasco with the various updates that bricked several devices, still having users with syncing issues on both the IOS and Android platforms, etc. who wants to own a devices that will encounter those issues as well as the issues that may plague the Versa 2 platform.

What I would like to see from Fitbit that would make a difference to the rest of the Customers (Users) other there:

1) Listen to your Customers (Users) regarding suggestions, ideas, concerns, issues.....such as the mobile app, software issues, device issues, etc.

2) Fitbit to be Accountable - if an update caused an issue be honest and don't blame it on something else.

3) Better training for customer service reps - train them to be able to troubleshoot instead of going of a script and providing canned responses.  There are some that are great and others that have absolutely no clue with what you are talking about.

4) Have engineers / programmers that can address an issue with software or maintenance issues right away and can provide a quick turnaround to properly fix the issue.  Not continue to put band aid on the problem.

5) Better communication regarding system maintenance, if there is an issue found during the system maintenance that will casue a delay in getting the system to be back and running normally and without issues let us know.

Moderator edit: format

[LiliyaFitbit]

Hi @SunsetRunner, it's nice to see you again in our Community Forums. 

I appreciate your participation in the Forums and sharing the details of the issues you're experiencing and your troubleshooting steps. Thank you for being a Fitbit customer, your comments and suggestions are greatly appreciated. Please know that we provide feedback to our team based on the Community posts and we are always working on improving our devices and overall environment based on what you share here. 

Let me know if you have any questions.