“Unable to connect to device” notification showing up repeatedly Charge 5

[alarsen29]

I just got my Charge 5 today, and everything runs smoothly until I try to change the clock face. A pop up shows up on my screen saying “Error connecting with device. Please make sure your Fitbit is nearby and powered on and then please try again.” But it is connected, and if I wait long enough, hitting the OK button every time the pop up shows up, the clock face DOES change. I’ve removed all other devices I had, reset the app, deleted and  reinstalled the app, updated my phone, and removed all other bluetooth devices from my phone. When I’m on the clock face screen is the only time that pop up has showed up so far. I’ve never had any trouble with bluetooth devices before, so I don’t think it’s my phone.

Moderator edit: format

[DavideFitbit]

Hi, welcome to the FItbit Community forums, @alarsen29. 

I appreciate the information provided about this issue with your Charge 5 and the troubleshooting steps that you already tried. 

Let me know if you've been having this problem whenever you try to change the clock face option or if you're seeing this behavior only with one clock face in specific.  

In addition to the steps you mentioned earlier, please try completing a three pulse restart: 

1. Connect your device to the charging cable. For instructions, see How do I charge my Fitbit device?
2. Press the button located on the flat end of the charger 3 times (end of the USB cable), pausing for 1 second between presses. Then wait 10 seconds or until the Fitbit logo appears.

I know you already tried some of these steps. Please give a try to the following combination of steps as well if you continue to experience the same problem: 

1. Remove your Charge 5 from the Bluetooth settings.
2. Go to your phone's settings, tap Apps > Fitbit > Storage > Clear Cache.
3. Go back one screen, tap Force Stop and uninstall the Fitbit app.
4. Reboot your phone.
5. Reinstall the Fitbit app and log back into your account.
6. Pull down on the screen to force a manual sync.
7. Try changing the clock face option one more time.