Unable to change Charge 5 clock face

[Bhanuma]

Hi, after updating my fitbit charge 5 app, I'm unable to change the clock face. It always shows looks like no internet connection. I have 5g internet connection enabled also tried with wifi connection. Always shows the same error. Please fix this issue or guide me how to revert to privious version. Screenshot attached.

 

[EstuardoFitbit]

Hi there, @Bhanuma. Welcome to the Fitbit Community Forums. It's sad to hear that you cannot download apps or clock faces on your Charge 5. Thank you so much for all the details provided in your post. I'll do my best to help you with this! 

The "Oops no internet connection" issue can be caused by the use of the following on your phone:

• VPN
• AdBlock software
• Security software
• Private DNS

[Bhanuma]

Hi thanks for the reply. I am not using any VPN. Adblock and security softwares are whatever available by default, were there before updating the app. But by that time this issue was not showing. Regarding private DNS, even if I try with my 5g internet this issue is coming.

[EstuardoFitbit]

Hi @Bhanuma, thanks for getting back to us. 

This is very unusual, most of the cases get resolved by changing these settings. Before we move on, I'd hardly suggest that you try turning private DNS off from your cellphone settings. Please go to the settings and type DNS on the search bar or magnifying glass at the top. 

[Bhanuma]

Hi @EstuardoFitbit thanks for replying. I have turned off DNS, but still no use. Attaching the screenshot. 

 

I have tried resetting app and device both, changed permission settings and gave permission to everything. Nothing worked. Apart from clock face change everything else works fine. 

[EstuardoFitbit]

Thanks @Bhanuma, for the effort in taking the steps suggested.

Thanks for the additional details! To help further diagnose the issue, could you try using a different phone or tablet to access the Fitbit app? This will help us determine if the problem is specific to your current device or the app itself.

If possible, please download the Fitbit app on another device, log in to your account, and try changing the clock face there. This could help isolate the issue.

[Bhanuma]

Hi @EstuardoFitbit thanks for the suggestion, that worked! 

I tried connecting with the iPhone 14. I was able to change the clock face from there. But each time I can't ask them for this favour. It would be good if it works in my mobile. I am using Samsung galaxy M53, Android 14, one UI 6. Please let me know if anything needs to be done from my end. 

Thanks.