Unable to change clock face - No internet connection error

[CCFit67]

I've had my inspire hr for about 2 months and was able to change clock faces before. Fitbit app updated in between that time and as of at least 2 weeks ago I can't change the clock face anymore. Keep getting "oops looks like you're not connected to the internet" error message. I've tried all the trouble shooting steps. Recently updated the app (8/1/20). Also tried updating the firmware since then. I have a pixel XL on Android 10. Inspire HR firmware 3.26.1 (20243519)

Moderator Edit: Clarified subject

[RicardoFitbit]

Hi @CCFit67, welcome to the Community Forums!

Thanks for bringing this to our attention and for trying some troubleshooting steps before posting over here. Our Support team informed me that they already provided you assistance to resolve this situation. That said, I recommend you to contact them back if you require further assistance or if you have any additional questions about the outcome of your case.

I'll be here if you need anything else.

[CCFit67]

The only "support" they gave me was that for me to wait for an update for the app. Well there was an update a couple of days ago. I updated and I still have the issue. So either they didn't address the issue & need to be made aware that there's still a bug going on. Or there's something else going wrong. Please help. 

[CCFit67 · Accepted solution]

Thanks to research on this forum from others that had similar problems on different devices, I was able to figure out the problem myself. I was using a private DNS on my phone. While it never blocked going to the clockface page before, recent updates to the app made the DNS block it as if it were adware. So I disabled the private DNS and voila! I could connect to the clockface page! I hope this bug gets fixed. I shouldn't have to disable a private DNS that blocks adware everytime I want to change my clockface. 

[Dasil]

Same issue on Android with a Versa. No suggested fixes has worked yet.

Neither works with 5Ghz Wifi on the phone nor without (using the phone's 4G internet) - also with and without dns.adguard.com set as Private DNS (makes no difference).

I have tapped Retry hundreds of times botn continously and each month for the pase year or so. Every other app can use the Internet and Fitbit can even check for firmaware updates but no apps clockfaces etc. Been like this for a year I think.

I've never added a wifi network to my Versa btw but apps and clockfaces etc worked nicely earlier anyway - but stopped at some point - perhaps due to a firmware upgrade. I'm glad I installed the apps and clockface I use prior to this (firmware or app?) issue.

[LT12]

Thanks for figuring this out - yep,  something in an update doesn't like my VPN so blocked me from changing the clock face while it was running ... and like you,  I have had zero problem with any other app while the VPN is connected.

Well,  based on your post,  I disconnected the VPN, changed the clock face and am now going to reconnect the VPN  😕

Thanks again.