Clock face only takes up about a quarter of the screen Charge 5

[SunsetRunner]

When I installed the new clock face aura, the clock face wouldn't center. instead, it would be on the top left corner.

[mchili]

@SunsetRunner @BumperCar6 I agree, it is a software problem, and these faces came from the Luxe (which my daughter has) and that is about the size it is on the Luxe. I can bet the faces will not be corrected on the replacement and I wish I had not bothered sending it back to them and I have not even been able to track the return to see where it ended up! 

[SunsetRunner]

that makes a lot of sense. i think this clock face is on luxe?

[RobIgoUK]

I doubt very much this is a hardware issue, it's almost like they've not scaled the watch from the Luxe size to the Charge 5 size.  I'm sure they can sort this via software (though it would be nice if one of the moderators commented to acknowledge this is being looked at).

[kiwimiwi]

Same here. Its a shame because it looks like it'd be pretty at the right size. Back to "split" for me. 

[RobIgoUK]

Have we heard any more on this?

[mchili]

@RobIgoUK no, and it’s been 10 days  since I returned mine - which they claim is damaged because of the aura watchface, which I think is incorrect - and last communication they haven’t even begun to start the replacement process! I’m expected to go without it for over 2 weeks or who knows how long? Instead, they need to address the clock face issue.

[Espresso55]

I’m having the Aura scaling issue on my Charge 5 as well. The other day, I was sitting in a restaurant and noticed the same Aura issue on a patron’s Fitbit smartwatch. They need to fix this.

[BumperCar6]

Nope

Sent from my iPhone

[SB50]

Please fix this to fit the Charge 5! It's a great look, but only when filling the screen. Thanks!

[EdMayall]

Aura seems the only vaguely useful or attractive clock face. Shame it's so tiny!

I contacted Fitbit support via chat on the app about this, and after being told to load another face, see how that looks then load Aura again, and then restart, the case was escalated. 

An email arrived today:

Hi Ed,

This is the follow up email that we've mentioned with regards to your Charge 5's Aurora clock face that is not being centered.

To help rectify the issue you're experiencing with your device, let's perform a few troubleshooting steps.

Kindly remove your Charge 5 on the Fitbit app, open the Fitbit app, tap today tab on the lower left corner, tap profile picture on the upper left corner, tap your Charge 5's image, then tap remove device or delete device.

Once done, please set up your device to your account. Make sure to connect your Fitbit device to the charger before you begin the setup process. On your phone, open the Fitbit app, tap your profile picture and tap "set up a device" then follow the on screen instructions to complete the set up.

Then kindly observe your device, to check if the issue will still persists.

We hope this helps. Let us know if you do have additional questions or visit help.fitbit.com

My reply:

Unsurprisingly, this did not help.

I would be more inclined to think your advise useful if you were aware of the name of the clock face (Aura) and of the steps required to unpair the app and watch (click the trash icon, then 'UNPAIR').

I note that the Analogish clock face also does not fill the screen, although I have no intention of using that one - in common with 90% of the other faces, it is is of neither use nor ornament.

It seems to me that these faces were released before being tested and that it would be the work of minutes for a developer to correct the issue as soon as someone is prepared to admit that it IS an issue. Try searching for "Charge 5 Aura" on the Fitbit community - there are at least 6 threads that show I'm not the only one bothered by this.

I do hope this can sorted painlessly!

Ed

We shall see...

[mchili]

@EdMayall I went through the same thing with "support". Then they told me my watch is "damaged" and to return it for a replacement. I do not believe this and think it's obviously a software issue. Against my better judgement I went along with them and sent my working watch back to them for a replacement. It's supposed to arrive today after 3 weeks. I am going to be beyond upset if this "replacement" is still going to have the incorrect watch face alignment for Aura and even more if it turns out that it has all the other issues like battery drain which I never experienced. Will keep you posted after I set the "new" one up but not holding my breath...

[EdMayall]

@mchili I suggest you prepare yourself to be beyond upset 😒. It is a little worrying that this would ever be considered a hardware issue.

[mchili]

@EdMayall Just set up my replacement Charge 5 and yep, as expected, the aura face is still not aligned! I am about to email Fitbit to let them know their idea of replacing my device due to "damage" did not work! 😣

[Tiberiusbob]

Same thing...but I noticed when laying in bed, it shows up fullscreen. So is it a timed thing or related to your position? Very frustrating cause it's a cool face.

[jamesvid]

Hey Tiberiusbob

Yes, I’ve reported it several times to support, but it’s still unresolved. I guess they need to contact the developer who designed this clock face.
Seems like it should be easy to fix. Most of the rest of the faces are not very attractive and/or practical to me.

[mchili]

@jamesvid and others affected. I finally got a response from support saying they are now aware of the problem and are working hard to rectify the Watch face. 

[BumperCar6]

I believe this is because the lights were off and you just saw the small thing on the screen without seeing the full screen’s resolution.

Sent from my iPhone

[BumperCar6]

Agreed

Sent from my iPhone

[SunsetRunner]

Mine also.  The only way Fitbit/Google will fix the problems is for everyone to swear off buying google products.

[amaje76]

1. In the last few weeks I saw a couple of new clock faces.  Just to try it and installed one called "Aura"... unfortunatelly this one is not working as expected (same issue with "Analogish") .  Clock face display only on top left corner and covers less than half of the screen.   I restarted my Fitbit, my phone, reinstalled and no avail.   Wonder if anyone else has the same issue or better yet, does anyone know how to correct this issue?