Error when Changing to Zone Clock Face on Blaze 2/15 - RESOLVED

[CarlosCFitbit]

Fitbit Update 2/16/18 -- Since our engineering team confirmed this issue was resolved yesterday 2/15, we're going to close this thread from further discussion. Thanks to everyone that reported this here on the Forums. We appreciate you taking action and glad there was a speedy resolution.

See you around the boards!

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Update 2/15/18 (Part 2) -- Our engineers have reported that the issue should now be fixed. I recommend giving your Blaze a quick restart and then try changing to the Zone clock face again. Let me know how it goes!  

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Update 2/15/18 -- Thanks to all of you who have reported your experience trying to change to Zone Clock face on Blaze. I've merged all relevant threads here to keep things tidy. 

At this time, I recommend avoiding the Zone clock face until we remedy the issue. For those of you who are seeing the 'X' on your Blaze display after attempting to change to the Zone clock face, please do the following to get back to a working clock face: 

1. Restart the Blaze.
2. Put Blaze into the charging cable and plug in the charging cable.
3. Try changing to an alternative clock face

I've flagged this issue to our engineering team who will investigate. When I hear something new, I'll update you with the latest. I appreciate your patience and please update the thread if the above workaround doesn't get rid of the X on the display.   

[WayneFromUk]

Yes I had the same thing, it switched back to original, without me choosing. When I tried to set it back to zone it failed, as other people have said I can select other faces.

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@LauraHodgewrote:

My Fitbit blaze is always set on zone and all the sudden it stopped working and switched to the original clock face. So I went under settings to re-apply zone and it kept saying clockface error please pick another clockface, which is highly annoying because I don’t really like any of the other ones that much. Any ideas on why it stopped or how to fix it? 

Thanks 

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[rwll]

Yes my Zone clock face also disappeared and randomly reset itself to Classic and no matter what I do to troubleshoot - reboot, set up new blaze etc - it appears to be gone.

There is randomly an intermittent new setting which is called Bluetooth Classic which presumably allows you to set up Classic from the tracker.

It would be good for Fitbit to get involved with sorting this out - there seem to be a lot of people with the same problem?

[DB75]

Me too. I did have the zone Face and it defaulted to the original. Hope fitbit fix it soon and while they are at it- how about some new faces???

[Shubhada]

Yes. Mine switched to "Original" overnight and can't get it back.

Also noticed that fitbit didn't give details on sleep tracker last night, just basic results despite sleeping more than a nap ! 

[DB75]

I’ve just reported it to Fitbit so fingers crossed. 

[Blaze-Runner]

Dear Community

As a regular runner I have always used Zone clock face so that i can monitor HR at a glance.

Today for no apparent reason my clock face changed to Original.

When I try to reset to Zone, I get a Red Cross and then an Error Message on my tracker.

When I force sync the watch face and dashboard automatically change back to Original.

I have logged out on my iPhone and signed back in again, and also rebooted tracker without any luck.

Any suggestions?

Blaze Runner

[JoNeme]

Same thing happened to me yesterday. I need the "zone"!

[Wvabuckeye]

Same here. Woke up to original clock face this morning and won’t reset. Love the zone and HAVE to have it

[Rockstar600]

Same here with me too. Unable to set Zone as my clock face.

[AlejandraFitbit]

It's great to see you around @Kpescinski.

Thanks for troubleshooting this by yourself. Could you please provide me with a picture of your tracker's display by following the instructions provided in this post?

Hope to hear from you soon. 

[MTRREF]

I like the Zone click face. I found a big red X this morning - clock face failed, pick another face. 

This, combined with the Sleep and gross inaccuracies, makes me question the watch choice. Right now the great battery life is the single plus. 

[szidlon]

Mine is doing the same thing, not a happy camper this morniong.

[bj2burch]

I reported this to tech...

Richard:Hi Bonnie, My name is Richard. How can I help you?
Me:I wanted to report two issues I am having and also several other users
Me:It is all over the message boards
Richard:Sure, thanks for your report.
Me:The Zone Clock Face no longer works
Me:And no sleep stages last night
Me:This seems to be for a lot of Blaze users
Richard:Thank you for the details provided, Bonnie. For us to start, could you please confirm the email address associated with your Fitbit account?
Me:
Me:How can we report this to tech?
Me:There a lot of people on the boards mad FitBit hasn't responded
Me:I don't think they realize that it's not Tech just users
Richard:I can gladly report these issues directly to our engineering team. However I would like to try some troubleshooting steps to fix the issue with the clock face.
Richard:Do you receive any error when trying to change it?
Me:Its not just me... there are dozens of threads on this....
Richard:Okay, but I can help you and the other user can also contact us to help them.
Me:It's always set to Zone
Me:It reset changed faces and won't reset to Zone
Me:you get a red X
Me:every time you try to change it back
Me:and just the simplified sleep stages for everyone today
Richard:Thank you for letting me know this. Let's try to change the clock face.
Richard:Do you have the charging cable handy?
Me:It's only the Zone that doesn't work the only good one :0
Me:no
Me:I charged it this morning
Me:and I've tried to change it back to zone about 20 times in the past 12 hours
Richard:Oh okay, the workaround is to force sync the Blaze while on the charging cradle.
Me:I did that
Richard:Thank you for your time and efforts in trying to fix this issue on your end.
Richard:Okay, thank you for doing that.
Richard:Have you tried changing the clock face using the online dashboard?
Me:Oh... no I didn't think of the computer since I'm almost never on one
Me:I can try now
Richard:Thanks. Please log into your account on the computer.
Me:I am... its how I'm chatting 😉
Me:OK there is no sync...?
Richard:After you pick your clock face you can sync with your phone.
Richard:Did you find your preferred clock face?
Me:Yes just not the sync
Me:doing it now
Me:Red X
Me:Clock Error
Me:Go to the FItbit Moble app and try another Clock
Richard:Okay, are you able to send me a picture of this error? so I can report it.
Me:How?
Me:I took a pic
Richard:You can use the link I sent to upload the pic.
Your file has been successfully uploaded to the agent.
Me:That work
Richard:Yes, thank you.
Me:Ok it's only the Zone
Me:All others work
Richard:I see.
Richard:I can report this matter and check your warranty options and may replace the tracker.
Richard:May I know your country of residence?
Me:Do you need the sleep stage pic too?
Me:USA
Me:There are a lot of people having this issue. It started around 6 PM EST yesterday
Me:Check the boards
Richard:I understand, Bonnie. We have received the reports and we have checked the community boards/groups
Me:ok 🙂
Richard:May I know where and when did you purchase your Fitbit Blaze?
Me:Walmart....May 2016
Richard:Thank you for this information.
Richard:I could confirm that your Fitbit was set up on May 31st. 2016.
Me:yes
Richard:While I was reviewing your options for replacement, I have noticed that your tracker is no longer in warranty since it was paired on the mentioned date and as you may know, Fitbit has one year of warranty. But let me see what I can do for you.
Me:Isn't fitbit going to just do an update to fix the clock?
Richard:Based on this, I'll be able to honor a special 25% discount, applicable towards the purchase of any Fitbit tracker (not applicable for our smart watch the Fitbit Ionic).
Richard:Yes, they're working on this issue, in the meantime we suggest to use another clock face.
Me:It's not broken... I assume they will fix this
Me:why would I replace it?
Richard:But since you wanted it a quick solution, I had to check your warranty options.
Me:I just wanted to report it so it could be fixed
Richard:Okay, and I appreciate your time reporting this.
Me:Thanks I hope its fixed soon
Richard:You're very welcome, Bonnie. Yes, this should be fixed soon. Please try to change the clock face when the Blaze is charging (this has worked before).
Richard:Thank you again for your understanding and patience.
Me:I did that twice this morning
Richard:Oh okay, thanks.
Richard:Aside from this, are there any other questions I can answer for you today?
Me:That should do it thanks
Richard:Thanks for chatting with me today and for bringing this to our attention.
Richard:Enjoy the rest of your day.
Me:You too

[bj2burch]

Not sure why the random emojis are there. Looks normal when I paste it?

[bj2burch]

I reported this to tech...

Richard:Hi Bonnie, My name is Richard. How can I help you?
Me:I wanted to report two issues I am having and also several other users
Me:It is all over the message boards
Richard:Sure, thanks for your report.
Me:The Zone Clock Face no longer works
Me:And no sleep stages last night
Me:This seems to be for a lot of Blaze users
Richard:Thank you for the details provided, Bonnie. For us to start, could you please confirm the email address associated with your Fitbit account?
Me:
Me:How can we report this to tech?
Me:There a lot of people on the boards mad FitBit hasn't responded
Me:I don't think they realize that it's not Tech just users
Richard:I can gladly report these issues directly to our engineering team. However I would like to try some troubleshooting steps to fix the issue with the clock face.
Richard:Do you receive any error when trying to change it?
Me:Its not just me... there are dozens of threads on this....
Richard:Okay, but I can help you and the other user can also contact us to help them.
Me:It's always set to Zone
Me:It reset changed faces and won't reset to Zone
Me:you get a red X
Me:every time you try to change it back
Me:and just the simplified sleep stages for everyone today
Richard:Thank you for letting me know this. Let's try to change the clock face.
Richard:Do you have the charging cable handy?
Me:It's only the Zone that doesn't work the only good one :0
Me:no
Me:I charged it this morning
Me:and I've tried to change it back to zone about 20 times in the past 12 hours
Richard:Oh okay, the workaround is to force sync the Blaze while on the charging cradle.
Me:I did that
Richard:Thank you for your time and efforts in trying to fix this issue on your end.
Richard:Okay, thank you for doing that.
Richard:Have you tried changing the clock face using the online dashboard?
Me:Oh... no I didn't think of the computer since I'm almost never on one
Me:I can try now
Richard:Thanks. Please log into your account on the computer.
Me:I am... its how I'm chatting 😉
Me:OK there is no sync...?
Richard:After you pick your clock face you can sync with your phone.
Richard:Did you find your preferred clock face?
Me:Yes just not the sync
Me:doing it now
Me:Red X
Me:Clock Error
Me:Go to the FItbit Moble app and try another Clock
Richard:Okay, are you able to send me a picture of this error? so I can report it.
Me:How?
Me:I took a pic
Richard:You can use the link I sent to upload the pic.
Your file has been successfully uploaded to the agent.
Me:That work
Richard:Yes, thank you.
Me:Ok it's only the Zone
Me:All others work
Richard:I see.
Richard:I can report this matter and check your warranty options and may replace the tracker.
Richard:May I know your country of residence?
Me:Do you need the sleep stage pic too?
Me:USA
Me:There are a lot of people having this issue. It started around 6 PM EST yesterday
Me:Check the boards
Richard:I understand, Bonnie. We have received the reports and we have checked the community boards/groups
Me:ok 🙂
Richard:May I know where and when did you purchase your Fitbit Blaze?
Me:Walmart....May 2016
Richard:Thank you for this information.
Richard:I could confirm that your Fitbit was set up on May 31st. 2016.
Me:yes
Richard:While I was reviewing your options for replacement, I have noticed that your tracker is no longer in warranty since it was paired on the mentioned date and as you may know, Fitbit has one year of warranty. But let me see what I can do for you.
Me:Isn't fitbit going to just do an update to fix the clock?
Richard:Based on this, I'll be able to honor a special 25% discount, applicable towards the purchase of any Fitbit tracker (not applicable for our smart watch the Fitbit Ionic).
Richard:Yes, they're working on this issue, in the meantime we suggest to use another clock face.
Me:It's not broken... I assume they will fix this
Me:why would I replace it?
Richard:But since you wanted it a quick solution, I had to check your warranty options.
Me:I just wanted to report it so it could be fixed
Richard:Okay, and I appreciate your time reporting this.
Me:Thanks I hope its fixed soon
Richard:You're very welcome, Bonnie. Yes, this should be fixed soon. Please try to change the clock face when the Blaze is charging (this has worked before).
Richard:Thank you again for your understanding and patience.
Me:I did that twice this morning
Richard:Oh okay, thanks.
Richard:Aside from this, are there any other questions I can answer for you today?
Me:That should do it thanks
Richard:Thanks for chatting with me today and for bringing this to our attention.
Richard:Enjoy the rest of your day.
Me:You too

[Tank23]

I am also having this issue. Using the zone since I've had my Blaze since 2016. I love it. I am thinking its an app issue because I've had problems since the last update.

Bonnie - emojis showed up because a colon : and and o makes this face 😮 i believe. 

[Dicknj]

Keep getting original clock face won’t go to space which always had

[WayneFromUk]

Hi have had the same problem, loosing zone and sleep reverting back to the old style of recording. My wife has a Charge2 hers has done the same with the sleep pattern. I had a quick look at the charge2 community and people there are complaining. This is definitely not user error, sleeping wrong or device failure, this is something central or software update related.

My firmware version is 17.8.402.1

[gaiagirl]

So do I understand from your interaction that this issue may or may not eventually be fixed, and that the option they are suggesting is to buy a new fitbit???

[onagi20c]

I'e tried everything from restarting my phone to reconncting to my blaze. I cant get my zone clock face back. My clock face changed automacticly to some ugly one. so mad. Fit bit please fix this bug soon.