Can't access Charge 5 gallery on Fitbit app

[JainVarun]

Hi,

I was using Charge 4 before I thought I needed a new tracker and got myself a Charge 5 today. Unfortunately I've already found hiccups in set up as the Charge 5 wouldn't link to the app. After several uninstalls and reinstalls, the two finally paired only for me to discover that I can't access and change the clock face though 'Gallery' as it says "Oops, looks like there's no Internet connection". I'm clearly connected to WiFi on my mobile phone device.

Has anyone else had this issue? And if you know a fix to this, please let me know. I've obviously tried to disconnect bluetooth, unpair, re-pair, uninstall and reinstall app, reboot the watch several times. Nothing seems to work.

Thanks in advance for the help.

Cheers,

Varun

Moderator Edit: Clarified subject

[JainVarun]

Oh, also, the app is up to date. And so is the tracker.

[Jimminy]

I have the same issue. I'm trying to get the ECG app from the gallery for my charge 5. I've also tried all the same fixes. I'm ready to go back to my Sense. I'ts larger but it works!

[Jimminy]

I'm back to using my Sense  Luckily re-setup went smoothly.

.

[LizzyFitbit]

Hi @JainVarun and @Jimminy. Welcome to the Community Forums.

@JainVarun Thanks for letting us know about your Charge 5, and your efforts while working on this matter. I'm sorry this is happening and to look into this, may I know the model and OS version of your phone? Is your tracker syncing correctly? If possible, have you tried using mobile data to see if the same happens?

Even though you've tried some steps, please give a try to the following in the given order:

1. Forget your Charge 5 from the Bluetooth settings.
2. Turn off other Bluetooth connections nearby.
3. Force quit the Fitbit app and reboot your phone.
4. Open the Fitbit app, tap your profile picture > Set Up a Device.
5. Select your tracker, tap Replace Device and follow the on-screen instructions.
6. Try accessing the Gallery section of the Fitbit app to change your clock face one more time and let me know how it goes.

@Jimminy Thanks for keeping us posted. I'm glad your Sense is working well and in case you want to give a try to your Charge 5, don't hesitate to let me know so I can continue helping you.

[JainVarun]

@LizzyFitbit I've got a Samsung galaxy s9 with Android 10. Tracker works fine, syncs without issues. I've tried all steps you suggested multiple times as already mentioned. The gallery section still won't load. Still says not connected to the internet, even when I switch to mobile data. Would you know if there's a fix to this or would I have to live with a defective wearable? Thanks

[dan3458585]

Place your phone one meter away from watch.   Does it connect now?   If so, update to new firmware immediately.   

[Jimminy]

After switching back to my Sense, my weather app was displaying degrees in Celsius instead of Farenhite. This necessitated another internet connection through Gallery. At first I had the same connection error. I realized I have had this same connection error with other websites and that the fix was to turn off Norton VPN. I tried that again and got into the Gallery right away!!! I went to the weather app and switched back to Farenhite and now I'm sharing this tip in case it could help anyone else.

Today I'm going to try my brand new Charge 5 again. This time I will be sure to turn off VPN before hand.

[JainVarun]

Keep us posted if it works. I do not have a VPN so I don't think it works in my case, but might help someone who may face the same issue.

[Wibby]

Hello @JainVarun 

It's a long shot but do you have an ad blocker on your phone?  Sometimes that can stop people from changing clock faces or accessing apps properly.

If you do have one, if you turn it off while you try to access the Gallery, you can turn it back on afterwards.

If you don't have an ad blocker on your phone, sorry for wasting your time.

[LizzyFitbit]

Hi everyone! @dan3458585, @Jimminy and @Wibby Thanks for stopping by to help our member.

@JainVarun Thanks for getting back with the requested information, as well as trying the suggestions shared in my post. This is odd as the Gallery should load when using either Wi-Fi or mobile data, and I'm sorry this isn't your case. In addition to @Wibby's advice, because you have an Android phone, I'd recommend these other steps:

1. Forget your Charge 5 from the Bluetooth settings.
2. On your phone's settings, tap Apps > Fitbit > Storage > Clear Cache.
3. Go back one screen and tap Force Stop.
4. Uninstall the Fitbit app and reboot your phone.
5. Install the Fitbit app and log back into your account.
6. Pull down on the screen to force a manual sync, and try accessing the Gallery one more time.

Hope this helps.

[JainVarun]

Hey @LizzyFitbit, thanks for getting back with that. I tried the steps you recommended as above and it still doesn't work. 

[LizzyFitbit]

Hi there, @JainVarun.

You're welcome, and thanks for taking the time to try the steps. I'm sorry this continues happening and because the possible troubleshooting has been exhausted, I've requested a case on your behalf as an exception so our Support team can investigate and provide you with further assistance. Due to the current events affecting our operations there might a delay in their reply. However, rest assured your case is in good hands and they'll get in touch with you as soon as possible.

Have a good day.