Cannot access Gallery to customize Charge 6

[PaulSmo]

I bought a charge 6 this week. Everything seems to work more or less ok.

I now want to switch to a different clockface. When I open the gallery I get a message that I am not currently connected to the internet. My phone connected to the internet and do not understand what is wrong and what I need to do to correct.

Moderator Edit: Clarified subject

[LizzyFitbit]

Hi there, @PaulSmo.

Thanks for bringing this to our attention. I'm sorry you're having this inconvenience with the Gallery tab. While this is odd, may I know if your Charge 6 is syncing correctly? Have you tried using WiFi and mobile data? Also, what is the model of your phone?

In the meantime, let me recommend the following steps:

1. Check if the Fitbit app is updated
2. Force quit the Fitbit app and reboot your phone
3. Open the Fitbit app and pull down on the screen to force a manual sync
4. Go to Devices > Charge 6 > Gallery and try to change the clock face one more time

[EMSinCLE]

Exactly same issue here.

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Tried the procedure that you recommended. Same "Oops, looks like there's no Internet connection" error message. 

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Spoke to Fitbit phone support yesterday evening. They walked me through the same procedure that you suggested, which I had already tried, and did not work. They then elevated the inquiry, and came back and said that it is a problem on their end, and that I should try again in a few hours. 15 hours later- and it still will not work. Just FYI.

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any idea yet how to fix this ?

[PaulSmo]

Hi LizzyFitbit,

I did everything as you suggested but no luck.

[SydneySimon]

I have a 1-week old Fitbit Charge 6 with exactly the same issue.

Have tried on multiple networks (5G and Wi-Fi), I can sync the Fitbit, just not access the Gallery. Fitbit App is up-to-date, Fitbit upgraded firmware doing start-up. I have rebooted the phone. I have cleared the Cache and retried. I have done a Force Stop of the App, deleted the cache and deleted the data and signed-into Fitbit App again with my Google Account - still have the same issue.

I have just messaged Fitbit Support via the website.

N.B. I previously had a Charge 2 and a Charge 4.

[LizzyFitbit]

Hi there, @EMSinCLE, @PaulSmo and @SydneySimon.

Thanks for the additional information, as well as taking the time to contact our Support team and troubleshoot your tracker. I'm sorry you continue having issues accessing the Gallery tab. Given this situation, I'd recommend reconnecting your Charge 6 to your account to see if this helps to get the rest of its features to work correctly. To do that, please try the following steps:

1. Forget your tracker from the Bluetooth settings
2. Force quit the Fitbit app and restart your tracker to refresh its performance
3. Open the Fitbit app and tap Devices at the upper left corner
4. Tap Add More Devices, select Charge 6 and follow the on-screen instructions
5. Then, try going to the Gallery tab in order to change the clock face of your tracker.

[SydneySimon]

Hi LizzyBitbit

Just FYI, without an App Update and without me doing any additional
troubleshooting steps (other than delete Data from the app and re-login),
the Gallery feature is working again.

[PaulSmo]

Hi LizzyFitbit,

I have gone through the steps as you instructed but the result is still not what I hoped for: I still get the internet not available message.

[LizzyFitbit]

Hi there, @SydneySimon and @PaulSmo.

Thanks for getting back. I want to let you know that I was informed of this issue with the Gallery tab on the Fitbit app not allowing you to change the clock face or adjust its settings. This has been reported to our team and they're currently working to get it resolved as soon as possible.

I appreciate your patience while we work on this matter. I'll keep you posted as soon as I receive more information from our team.

[GillianC1505]

Hi @LizzyFitbit has there been any update on this as I'm also still unable to access the gallery for my charge 6?

[SunsetRunner]

Have you got the latest Fitbit app update? Because it seems it fixed this issue for most, including myself. You can check this if you go to the app and tap on your profile picture in the top right corner. Then tap on Help. On top you can read the verions of the app. It should be 4.08. This is for Android users. If your version is older then try to update it or wait until the update is available to you. 

[GillianC1505]

I'm on version 4.08 for android, and still no luck unfortunately!

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It appears to be working fine now, so possibly just a connection issue when first setting up 🙂

[Gregsg]

I'm on a 1 day old charge 6, replacing a charge 5 with a dead battery.  No gallery.  I'm a premium user, and getting a little frustrated.  Everything is working, except the gallery.  I've reinstalled the app, gone through the whole resync, and no gallery.  Do I need to call someone?   On an up-to-date Android Pixel 4XL. 

Please help, as I use it daily.

[PaulSmo · Accepted solution]

Hi,

I recently found out that the cause of the problem is in the adblocker I have on my home network. If you disable the adblocker momentarily you should be able to access the gallery.

[LizzyFitbit]

Hi everyone, and welcome to our new members.

@PaulSmo That's great news, and thanks for sharing the steps that worked for you! I'm sure your post will help other members to get access to the Gallery on the Fitbit app.

In case you have some spare time, I'd like to invite you to visit our Health & Wellness board where you can meet new people and start your own topics.

@Gregsg I'm sorry you're having this issue and thanks for the detailed information. If you haven't done so, please give a try to the suggestions shared by PaulSmo to see how it goes afterward.

[itbjodie]

I"m also having this same issue -- Just received new Charge 6 after problems with my older charge.  I set it up and tried going into Gallery to change the clock face and all I get is a white screen with spinning gear.  I made sure no updates needed, restarted iphone, force closed app, deleted app, reinstalled app, forgot the device, repaired device, forced a sync and nothing is working.  This is not putting me in a happy place.  Did I make a mistake buying another fitbit?

[PaulSmo]

It might be an adblocker you have installed. See my earlier post of last week.

[bobdob]

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@PaulSmo wrote:

Hi,

I recently found out that the cause of the problem is in the adblocker I have on my home network. If you disable the adblocker momentarily you should be able to access the gallery.

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This kind of thing unfortunately happens too often. I have a wifi system provided by my ISP that has some internet content filtering. I have no visibility of, or control of, what sites it blocks although I can turn it off completely. For a while it was actually blocking the wifi calling feature of my cell phone provider. So definitely this is the first kind of thing to check if you see anything reporting internet connection problems even when your internet connection seems fine!

[LizzyFitbit]

Hi there, @itbjodie and @bobdob. @PaulSmo Thanks for helping our community members.

@itbjodie and @bobdob Thanks for joining this thread and letting me know about your trackers. I'm sorry for the inconvenience this has caused. I understand where you're coming from, but please try checking if an ad-blocker is enabled which was suggested by our friend above. You can do this directly on your WiFi settings or contact your provider so they can check this for you.

If after doing this the issue persists, reply back with the model and OS version of your phone so I can investigate on my end.

[Rboss]

Thanks!!! It works now, it was because of the private DNS. Thank you!