My Apps and Clock Faces options keeps spinning

[SunsetRunner]

It seems like non of the apps in My Apps are working. I have not added any apps so they are just the defaults. The same behaviour happens when I launch the Clock Faces activity and select a face -> white splash screen with a spinner that loves to spin and spin and spin.

Charge 3 running v28.20001.63.5

Fitbit Android app v3.4.2

LG G4 running Android 6.0

Moderator edit: Subject for clarity 

[RicardoFitbit]

Hello @SunsetRunner, welcome to the Community Forums! Sorry for the delay in responding your post.

Thanks for bringing this to our attention and for the details that were shared in your post. 

To better assist you with this, can you please let me know when was the first time you experienced this issue and how many times since then? This could be related to the the Android version your mobile device is running, in the meantime I receive your answers, 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.

Keep me posted and let me know if you have any additional questions. 

[DarthFreeman]

It looks like I am having this same issue with my Ionic.  I followed the steps outlined, and I'm still seeing the same problem.

I'm trying to change my clock face.

[SunsetRunner]

I first experienced the issue ~April 21st, 2020 (versions same as previously listed) and it has occurred many times since then.

Android 6.0 is the latest version available for my model G4. 

I followed the steps and there has been no change.

[SunsetRunner]

@DarthFreeman Are you also on an Android phone? If so what version is it?

[DarthFreeman]

I have a Galaxy J7 Sky Pro, running  Android 6.0.1

[DarthFreeman]

I unpaired my Ionic, planning on repairing it, hoping that would work.  Now, I'm having a bit of a problem repairing my Ionic to my phone.

[DarthFreeman]

Okay, it took a couple of tries, but I was finally able to re-pair my Ionic with my phone.  However, that did not fix the clock face issue.

I selected a clock face, and now it's giving me that same spinning circle I had before.  So, it's still an issue for me.

[SunsetRunner]

@RicardoFitbit Does uninstalling the app cause the cardio fitness score to reset? I noticed my score had plummeted (despite recently achieving several personal records) the day after I reinstalled. I was legit concerned about the health of my cardiovascular system until I began to suspect that this data is not retained across installs. It has been steadily climbing back up since then.

[DarthFreeman]

It might have.  My score is lower than it was when I last checked.  I don't look in on it very often, but it is lower.  

[ToddAll]

I am having trouble changing my clock face.  When I pick a new face I just get a spinning circle.  I have tried doing in both on wi-fi and off of wi-fi.  Any suggestions?

Moderator Edit: Clarified subject

[davidCC]

I tried to change the clock face on my new Ionic and all I got after selecting my clock face was the spinning circle. I left the circle spin for about 20 min and finally got a message that said it couldn't connect to the Ionic. I went back to the dashboard and found that the Ionic was connected.  This is my third Ionic. the other two are just expensive paperweights now thanks to their updates. I really like Ionic when it is working and don't want or need a true smartwatch, but unless they fix the problems I am sending this Ionic back to Amazon and getting an Apple watch.  Fitbit seems to have hired their programmers right out of high school.   

Moderator Edit: Clarified subject

[badass76ta]

i try to add clock faces and other apps and the fit bit app goes into a endless loading screen. ive downloaded the fitbit app on 2 computers and 2 phones and they all do the same thing. i click on a app like spotify to add to my watch and the app just endlessly loads.

Moderator Edit: Clarified subject

[badass76ta]

if i use my pc or mobile app and go to clock faces or apps and try to download them the screen just goes white and a loading circle just keeps spinning , 

[YojanaFitbit]

Hi everybody thank you for reporting this information. We really appreciate the time took to try the suggested steps above. I've merge all your post in this thread to gather more details about this issue.

If you're still having this issues with the Fitbit app when you want to change clock faces or apps, please reply with the following information: 

*Model of phone that you're using to connect with Fitbit

*Confirm that you're phone is running the latest update available

*Share an screenshot of the issue that you're getting on the Fitbit app

*Confirmed that you've followed the these troubleshooting steps.

We'll be waiting for your response. Thank you for your help.

[SunsetRunner]

I am having the same problem.

When I select "Clock Faces -> All Clocks" and tap on a clock from the gallery, I get a blank screen with spinning loading icon, forever (have waited 5 minutes, anyway).

The same thing happens when I choose "Apps -> All Apps" and tap on an app.

I've followed the instructions above (i.e. uninstalled app, restarted phone, reinstalled app) but it did not help. I just bought my Fitbit Ionic and have updated it to the latest firmware as prompted by the app. The clock faces and apps galleries have not worked at any point.

Phone: Oppo A39
Android: 5.1

Fitbit Firmware Version: 27.33.1.30
App Version: 3.4.2 (20213455)

I just set up the app on a spare phone (Sony with Android 6 and dead battery) and it worked OK, so it seems to be related to phone rather than the watch. Watch and app are working well in other respects!

[SunsetRunner]

@YojanaFitbit I provided the requested information over a month ago. I have not included screenshots but my description of the application page and the resultant spinner should suffice. 

[DarthFreeman]

@YojanaFitbit 

Here's my info:

Phone: Galaxy J7 SkyPro
Android: 6.0.1

Fitbit Firmware Version: 27.33.1.30
App Version: 3.4.2

My phone appears to have the latest Android update.  I did go through all the steps listed in your instructions.  I'm not sure the picture captures the beauty of the spinning circle.  I couldn't get an actual screenshot, so I took a picture with a different device.

Hope this helps.

[Jacjac.Jac]

Hi, my versa is doing  exactly the same thing, haven't been able to open any of my apps or change a watch face for around a month maybe two.. Have tryed all the resetting, uninstalling, etc, nothing helps.. All worked perfectly untill then.. Becoming quite frustrating to say the least. 

[YojanaFitbit]

Hi everybody, thank you for sending this information and screenshots. We really appreciate your time, please follow these troubleshooting steps in that order and let us know how these steps work for you:

1. 1. Make sure the Fitbit app and FW version of your device are up-to-date.
   2. Restart device
   3. Switch to another clock than the one they want to switch to using the clocks app, as well as in the gallery choose the same clock face. Once syncs complete, it should get past the switching state.
   4. Restart the Fitbit app: Force close Fitbit app & relaunch the app.
   5. Restart Bluetooth
   6. Trigger a regular sync.

If these troubleshoots, don't work,

1. Restart mobile device.
2. Unpair and pair again your Fitbit
3. Try a factory reset as a last resort. *Please note that when you perform a factory reset removes apps, stored data, personal information, credit and debit cards (for Fitbit Pay-enabled devices), and saved settings. 

Keep us posted on the resolution.