Clock faces and apps not loading

[patrick405]

Just got the Ionic and was trying to add apps and change the clock face. Whenever I tried to access a specific clock face or app it would remain stuck on the loading circle. 

Tried uninstalling the app and reinstalling it and using my laptop but nothing changed. 

Any help would be greatly appreciated!

Moderator Edit: Clarified subject

[RicardoFitbit]

Hi @patrick405, welcome to the Community Forums! 

Thanks for bringing this to our attention and for the details that were shared. To better assist you with this, can you please let me know which Android mobile device are you using? I recommend you to please try the following steps and let me know if the issue persists:

1. Force quit the Fitbit app.
2. Uninstall the app from your mobile device.
3. Make sure that the Android version is up to date.
4. Reboot your mobile device.
5. Reinstall the Fitbit app.
6. Login using your account credentials.

Let me know if you have any additional questions.

[Amclare330]

Does not work, tried twice

[Janey1970]

I updated my Versa lite tonight and it is failing to install the clock face.

I have uninstalled, reinstalled, rebooted my phone but still nothing. Keeps saying failed to install. It's quite annoying. Worked perfectly fine before the update 

Thanks 

Jane

[patrick405 · Accepted solution]

Ok so I tried using another samsung device than the one i was using before and it allowed me to access the apps and clock faces so it must've just been that. However, I also tried with several windows 10 computers and those didn't work either so that might need to be checked.

[Mkelly79]

Any luck?? Mine is doing same thing.

[Janey1970]

No nothing! I've tried it on different devices too, I give up 😒

[Mkelly79]

It happened after update 

[Amclare330]

It requires a certain android make, I can't buy a new phone every time they
choose to update!

[patrick405]

Yeah they really need to fix that. I mean at least fix it so it works on computers and all. 

[Amclare330]

I agree, I'm not trying to be a jerk, but mine literally stopped working within 2 weeks of my purchase. It's just super disheartening.

[Janey1970]

I've got Samsung S10 and before the update I could change the clocks all the time. Also since the update I have had to reactivate all my notifications to my Versa too.  

Sort it out Fitbit! 

[LiliyaFitbit]

Hello everyone. Thank you for your updates in this thread.

I understand that this can be very frustrating, thank you for your troubleshooting efforts and the additional details. Our team is always working on improving our devices and user experiences, and your comments are always welcome. We've recently released a new version of the Fitbit app. Please make sure you have downloaded the new version by following these instructions.

Please note that some devices must be connected to Wi-Fi for some apps to install or update. For instructions on connecting to Wi-Fi, see How do I connect my Fitbit watch to Wi-Fi? Make sure your phone is nearby with the Fitbit app running in the background and Bluetooth turned on. To confirm the steps to change the clock face, see How do I change the clock face on my Fitbit device?

If you continue experiencing difficulties, please let me know your Android OS for us to investigate further. 

@patrick405 I am glad to hear you could access the apps and clock faces using another Samsung device. Could you please provide the Android/Fitbit version on that device?

Keep me posted. I'll be around if you have any additional questions.

[Shailee]

Seriously, the new update has a bug in the app which fitbit needs to fix. 

This quite bad fitbit!!

[gamblerjoe]

I just bought a Versa Lite to work with my Asus Max (Android 6). No problem with BT pairing. Struggled a little to get call & text msg notification (apart from tweaking notification settings in the Fitbit app and in Android, you also need to allow auto-launch on Android bootup and disable power saving for the Fitbit app). Initially the Fitbit app cannot connect to the internet (keep saying "no internet connection") - problem solved by disabling ad blocker. Now I can start the clock face and app pages, but just like OP, whenever I click on individual clock face or app, I get the swirling icon rotating forever. I really like to change the clock face and install some apps such as calculator and monthly calendar.

[Tomten]

Same problem here, ZTE phone. I managed to remove the default clockface, then the watch complained about no clockface for a while and it suddenly chose another clock face which I cannot remove nor add any other clockface. It still just shows the download circle forever. Syncing and other things work but no apps or clockfaces. I am on my second Iconic, first one was DOA and was replaced by the local store. The support page in the app is basically just a circular pointer reference going back to square one, it all seems pretty dodgy.

[Tomten]

Did a factory reset, deleted and reinstalled the app, loaded the firmware update (which worked on the third attempt, what is this all about?).

Now it loaded two random clockfaces by itself, but still refuses to load anything else. Seems like buying a Samsung or whatever is a better option, this is seriously annoying and time consuming.

It seems to forget the wifi password everytime, when I open the clock settings menu it immediately turns off wifi even though I set it manually.

Any clues? Anyone? Does the staff even read these forums?

[gamblerjoe]

Just received a software update on the Versa Lite, and there is no new version of the fitbit app. I am still unable to install new watch faces or install new apps using the fitbit app - the problem remains the same as before as I described.

This is such a nice watch, better than the Amazfit Bip series, except you cannot do any customization or install apps on it. 

[gamblerjoe]

UPDATE:  My Asus 3 Zoom's battery died (battery swelling) - this was the phone that I got Fitbit app to connect to the website through internet but could not download any clockface or app. I bought a Samsung Galaxy A8 (2018) and installed the Fitbit app. Again, the app connects with my Versa Lite through bluetooth without problem, but it got the "oops there is a problem with internet connection" message (this time I don't have any ad blockers installed on the phone).

I have this phone rooted via Magisk, and I found that all the apps that require login (Google Play, banking, CC etc.) do not work (cannot log in). Therefore I revert the phone to the original firmware (without root) and try again. Not only all the apps that require login are now working, the Fitbit app also connects to the internet and can now download / install clockfaces and apps.

Before this phone, I also tried the Fitbit app on another old Samsung phone (Galaxy S5 with Android 6.0.1, also rooted), and it could not download / install clockfaces or apps.

My current phone has the latest Android 9 (Pie) firmware.

Therefore I am offering other possible causes of this problem - (1) rooting of the phone (2) old version of Android

[acparker6]

I have tried all of these steps like 6 times, on three different WiFi networks. I still get the unable to install