When it happens
Having Wi-Fi or mobile data isn't enough: the app checks whether the network actually reaches the internet and, if it doesn't, shows the Offline banner. And when the server or the network is slow to respond, the app may show a no-connection message even when you have internet.
What each message means
| What you see | What it means | When it goes away |
|---|---|---|
| The Offline banner under the screen title. With records waiting to be sent, it also shows how many, for example “Offline · 2 to send”. | The app can't reach the internet. With no network on the phone, the app switches to offline straight away. With a network, when the connection check fails, the app waits 6 seconds to confirm before it switches to offline. On a screen that is already open, the banner appears 2 seconds later, so that a short drop, in a lift or a tunnel, doesn't make it flicker. Tap the banner to see the records in Records waiting to send. | As soon as the connection comes back, without you doing anything. |
| A page with “No internet connection”, the text “This page needs a connection. It'll refresh on its own as soon as you're back online.” and the Try again button. | The page isn't saved on the phone and needs a network to open. | When the connection comes back, the page loads on its own. |
| The line “This is taking longer than usual…” at the top of a page that is loading. | The page has been loading for 10 seconds. The app keeps trying. | When the page loads or shows an error. |
| The message “No connection. Check your internet and try again.” on a page or in a notice after an action. | With the Offline banner at the top, the app is offline and that action needs the internet. Without the banner, the request didn't reach the server or got no answer in time: the app gives up on each request after 15 seconds and counts that as no connection, even with internet. On a page, the app tries again on its own before showing the message, which can take about 50 seconds. | When you try again and the server answers in time. |
| The message “This needs an internet connection.” or “This action requires internet.” | That action doesn't work offline. | When the Offline banner goes away, you can repeat the action. |
| The app's launch screen with “No internet connection”, the text “We'll refresh automatically as soon as you're back online.” and the Try again button. | On opening, the app hasn't yet been able to confirm your session with the server or to open with what it has saved on the phone. The message appears after 5 seconds. Your session doesn't end. | The app tries again on its own every few seconds and opens as soon as the server responds. |
If the banner says, for example, “1 to review”, a record needs your attention: see Record “to review” or “The server did not accept this record”. For other error cards, see “We could not load this information” and other error cards.
Causes and what to do
| Cause | What to do |
|---|---|
| Aeroplane mode is on, or Wi-Fi and mobile data are off. | Turn off aeroplane mode and turn on Wi-Fi or mobile data. |
| The Wi-Fi asks for a sign-in page (in a hotel, a gym or a university) or the router has no internet access. The Wi-Fi shows as connected, but the app may not reach the server. | Open the phone's browser and complete the sign-in page, or switch to mobile data. |
| A VPN, a firewall or a DNS ad blocker blocks access to the MyFitnessClient server, even if other sites open. | Turn it off and go back to the app. |
| The network is weak or slow. | Switch from Wi-Fi to mobile data, or the other way round, and try again. |
| The MyFitnessClient server is down. In general, the Offline banner doesn't appear, because the server responds with an error, and the screen shows that error's message, for example “The server is temporarily unavailable.” | Wait a few minutes and try again. |
The server-unavailable messages are explained in Server temporarily unavailable or too many requests in a row.
Steps
To get the app working again:
- Check that aeroplane mode is off and that Wi-Fi or mobile data is on.
- If you're on a Wi-Fi network with a sign-in page, open the browser and complete it, or switch to mobile data.
- If you use a VPN or an ad blocker, turn it off.
- On the page with the message, tap Try again or pull the screen down. The loading circle stays for 8 seconds at most, but the app keeps loading after it disappears.
- If the message is still there, wait a few seconds: the app checks the connection again on its own.
When the connection comes back, the Offline banner disappears and the pages refresh on their own.
Questions
Why do I see old data?
Many pages are saved on the phone. When the app is offline, or when the server doesn't respond in time or fails, the page shows the saved copy, almost always without a notice. Pull the screen down to refresh it when the connection is good.
Do I lose what I log offline?
No. Records from Workouts, Nutrition, Habits, Supplements and the Progress check-in stay saved on the phone and are sent on their own when the connection comes back. Check-in photos need internet. Don't sign out before they're sent: the app asks “Sign out with unsent records?” and Sign out and delete deletes them.
A file upload failed after a few minutes
Uploading a photo, such as your profile photo or a check-in photo, or a chat voice message times out after 2 minutes. Uploading a chat attachment or a video times out when it makes no progress for more than 2 minutes while the app is open; time with the app in the background doesn't count. Try again on a better network. For a chat message that wasn't sent, see The message was not sent and Retry appears.
If this did not solve it
If the app is still offline on another network, write to MyFitnessClient support. The email address is at the end of the app's Help Centre, on the “Problems with the app” line. Include:
- the exact message on the screen;
- whether you were on Wi-Fi or mobile data;
- whether the problem also happens on another network;
- the time it happened.