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.   

[Blaze-Runner]

Hi Gaiagirl

No not fixed, I seem to have received many Fitbiters complaining of the same issue, although no solution on how to resolve.

Blaze-Runner

[mhaider]

Same zone face problem too, and sleep tracker didn't give details last night either.

[Dicknj]

Lets get more people to complain. Don’t know how to do that.

Sent from my iPad

[RieckO]

For giggles I too tried chat support after reading yours.  Here it is.  Obviously, they don't keep up with problems in the community.  My zone face stopped working this morning.  After along time with this support chat I settled on simply switching to the "Moment" clock face.  Hopefully they will fix the problem.

Luis SS. (2/15/2018, 8:54:02 AM): Hi  Otto, My name is  Luis SS..  How can I help you?
Me (2/15/2018, 8:54:19 AM): Is there a solution to this clock face error problem that is blowing up this morning?
Me (2/15/2018, 8:54:36 AM): Fitbit's are great, but first and formost it has to be a watch.
Me (2/15/2018, 8:54:58 AM): The original face is all that is working now and its affecting my work
Luis SS. (2/15/2018, 8:55:27 AM): Hi Otto, I'll be more than glad to assist you with this inconvenience, let make some troubleshooting steps to get you back on track.
Luis SS. (2/15/2018, 8:55:42 AM): Could you please let me know the email associated with the Fitbit account?
Me (2/15/2018, 8:56:14 AM): I think it is ottorieck@roadrunner.com
Me (2/15/2018, 8:56:24 AM): It could be otto_rieck@taiamerica.com
Luis SS. (2/15/2018, 8:56:47 AM): Thank you Otto allow me one minute to check it please
Luis SS. (2/15/2018, 8:58:14 AM): Could you please follow the next steps in order to restart your tracker?
Luis SS. (2/15/2018, 8:58:18 AM): Press and hold the back (left) and bottom buttons until you see the Fitbit logo on the screen. This should take less than 10 seconds.
Luis SS. (2/15/2018, 8:58:22 AM): Let go of the buttons.
Luis SS. (2/15/2018, 8:58:38 AM): It should restart your tracker and make it work as expected
Me (2/15/2018, 8:59:48 AM): Its restarting.   
Me (2/15/2018, 9:00:06 AM): When I do this it defaults to original clock face.   
Me (2/15/2018, 9:00:11 AM): That's the problem.
Me (2/15/2018, 9:00:29 AM): I wnat the zone clock face
Luis SS. (2/15/2018, 9:00:47 AM): I see, allow me one minute please
Luis SS. (2/15/2018, 9:01:53 AM): Can you please go to the Fitbit app and try to set up again the clock face that you want.
Me (2/15/2018, 9:02:19 AM): The app is now set to zone.
Luis SS. (2/15/2018, 9:02:22 AM): You just have to select the clock face that you want and after that sync your tracker
Me (2/15/2018, 9:03:09 AM): When it syncs the watch shows a red x and and then a clock error and tells me to pick a new face
Me (2/15/2018, 9:03:40 AM): It will do this until I restart the watch and then It will default to original
Me (2/15/2018, 9:04:13 AM): Also, I looked on the user area before starting this chat and for the past 4 hours this has been affecting about everybody.
Me (2/15/2018, 9:04:30 AM): Why are you going through the same stuff that all the other people are trying and doesn't work
Luis SS. (2/15/2018, 9:04:51 AM): Oh I see, can you please now log off from the Fitbit app, restart your phone, restart the tracker one more time and try again to set up the clock face?
Luis SS. (2/15/2018, 9:05:16 AM): By doing this is should let you set the clock face that you wish
Me (2/15/2018, 9:05:19 AM): I'm doing that now, but I tried that before as well
Luis SS. (2/15/2018, 9:05:34 AM): Lets give it one more chance please
Me (2/15/2018, 9:06:34 AM): watch is restarting
Me (2/15/2018, 9:06:38 AM): and clock error
Luis SS. (2/15/2018, 9:07:07 AM): Is the tracker displaying any error message at the screen?
Me (2/15/2018, 9:07:36 AM): Yes.  Clock Error.  Go to Fitbit app and select a different clock face
Me (2/15/2018, 9:07:58 AM):  Now, without doing anything, the app diffaulted to original clock face, and resynced.
Me (2/15/2018, 9:08:07 AM): Now the watch is set to original
Me (2/15/2018, 9:08:20 AM): I did not tell the app to set to original
Luis SS. (2/15/2018, 9:08:51 AM): Can you please send me a screen shot of the error message that is displaying the Fitbit app?
Me (2/15/2018, 9:09:45 AM): just a minute, I have to sync it to the zone face to get the error again
Luis SS. (2/15/2018, 9:09:55 AM): Sure not a problem
Me (2/15/2018, 9:11:30 AM): seriously, there are dozens of people posting on your help site.  They are posting the same repetitive stuff you just put me through.
Me (2/15/2018, 9:11:56 AM): Don't you guys review problems occuring with your customers before trying the same thing over and over?
Luis SS. (2/15/2018, 9:12:43 AM): Thanks for the picture Otto, I do really want to apologize with you for the inconveniences that you are experiencing
Luis SS. (2/15/2018, 9:13:58 AM): Our engineer team is working hard to get this solved as soon as possible
Me (2/15/2018, 9:15:02 AM): I did manage to set the screen to argyle watch face
Luis SS. (2/15/2018, 9:15:02 AM): Could you please try another step with me to try to get it solved?
Me (2/15/2018, 9:15:07 AM): Okay
Luis SS. (2/15/2018, 9:15:54 AM): Thanks for your patience, can you please unpair your tracker from your Fitbit account, then pair it back and try to set the clock face please?
Me (2/15/2018, 9:16:08 AM): How?
Me (2/15/2018, 9:16:36 AM): Do I have to click remove this blaze in the account settings of the app?
Luis SS. (2/15/2018, 9:16:59 AM): Yes please
Me (2/15/2018, 9:17:12 AM): Now do I click set up a device
Luis SS. (2/15/2018, 9:17:24 AM): Yes please
Me (2/15/2018, 9:18:34 AM): okay its now syncing
Me (2/15/2018, 9:18:44 AM): and clock error
Luis SS. (2/15/2018, 9:19:45 AM): Thanks for trying that with me
Me (2/15/2018, 9:20:30 AM): I changed the face back to argyl and it synced successfully.  
Me (2/15/2018, 9:20:43 AM): There is simply a problem with the zone clock face  
Luis SS. (2/15/2018, 9:21:22 AM): I see, allow me one minute please
Luis SS. (2/15/2018, 9:22:12 AM): Lets try one last thing please, can you please restart your tracker again and plug it into the charger?
Me (2/15/2018, 9:24:46 AM): I don't have a charger at work
Me (2/15/2018, 9:24:54 AM): I would have to try this at home
Me (2/15/2018, 9:25:10 AM): Please give me the steps and I will try that later
Me (2/15/2018, 9:25:58 AM): Though on your community page someone else posted a chat they had with support and that did not resolve the same problem.
Me (2/15/2018, 9:26:38 AM): The moment clock face is working fine.  Really this is just the zone clock face
Me (2/15/2018, 9:26:44 AM): somebody broke the app
Luis SS. (2/15/2018, 9:27:09 AM): Sure, thanks for your comprehension.
1. Restart your tracker.
2.Plug it into the charger
3.While the tracker is plugged to the charger please try again to change the clock face.

This should make it work again.

Again thank you Otto for your comprehension to us.
Me (2/15/2018, 9:28:04 AM): Okay.  I'll try that tonight.  Please report this problem to the app developers.  This really seems like they put out an update with a bug
Luis SS. (2/15/2018, 9:28:57 AM): Rest assure that I'll create a report and work to get a solution as soon as possible, I'll also send you the steps that I just provided you via email
Luis SS. (2/15/2018, 9:29:03 AM): It was really a pleasure to assist you, is there anything else that I can do for you?
Me (2/15/2018, 9:29:08 AM): No

[Kpescinski]

What it likes to force me to use after picking different faces

The one that is not working that I'm getting the red x and error message

I can have one of these clicked and it will show the other analog clockfase

I hope these help

[Wraithowl]

Yup. I'm having the same issue as well.

[Blaze-Runner]

Hi RiekO

I an pretty familiar with all the reboot and force shut down sequence etc etc, i tried all these. seems we have opened up a little hornets nest here, come on Fitbit shapeup!!

Blaze Runner

[Stittsmouse]

Yes my clockface that worked always now won't work. These problems will stop me from recommending Blaze, will have to go twitter soon:)

[gbaca1]

Same issue with mine. Come on Fitbit, fix the Zone Clock Face issue please.

[NatsD]

I didn’t get full sleep stats either - sounds like they did an update overnight and broke something? 

[leambiker]

Yeap, mines stopped working too showing zone. Been using it for weeks with no problem on my blaze... 

[rpiersig]

I am having the same exact issue!  It is so annoying!

[gbaca1]

Rieck O, I tried Restarting the tracker, plugging it into my charger and changing the face while plugged in, as Luis SS suggested. And got the same result. 

[bj2burch]

Oh lol I just cut and pasted the chat 

[Kalwein]

Same issue. This is irritating.

[SunsetRunner]

So annoying, mine went crazy last night during my CrossFit workout, I was messing with it on my post wod run and it wouldn't go back to Zone, just kept popping up with the error.

Sleep stages did not work on mine either.

Fitbit needs to fix this!!

[Kalwein]

Likewise. This is irritating.

[Beccaruthe]

Mine is doing this too. There are now at least two forum topics about this. I’ve tried all of the suggested troubleshooting steps and nothing. So frustrating. 

[Beccaruthe]

Mine did this too this morning. It’s so annoying. I chose zone because it’s the only face I can read easily that has all the info I need. 

[MindiB]

I am having the same problem and so it my daughter.  We love the zone clock face.  They need to fix this.