Ionic won't update picture from Picker clock face app

[Kittysmash81]

I was able to change my photo from the default to a personal photo when I sync'd my replacement Ionic (my last one died and I got a refurbished replacement from Fitbit). Now, I'm no longer able to change the photo at all. I can change to a different clock face without issues but I can't change the photo on the specific Photograph clock face. Here are the things I've tried to fix the issue:

1) Restart my Ionic

2) Turn off the blue tooth, restart my ionic,restarting the Fitbit App, restart my phone and then start blue tooth again and pair. 

3) All the steps above plus re-adding my Ionic to my account

4) Selected a different clock face and then switched back to the Photograph clock face and try to change my photo

5) Make sure I don't have more than 38 apps installed (which was noted as could be a problem).

When I select to change the photo, the page loads directly back to the Ionic page in my App. It never gives me the option to adjust my photo. When I go back to the clocks page, it only shows me the default cat photo. When I try to take a picture instead of using an already saved photo, the fitbit app crashes on my phone (Android). 

I'm on firmware version 27.32.10.20. I'd like to get this resolved. My 1 year old thought it was magic that she could see her picture and was not happy when she saw a cat instead of her photo. 

Moderator edit: updated subject for clarity

[MarreFitbit]

Welcome to the Fitbit Community @Kittysmash81! Thanks for already taking the time to troubleshoot this inconvenience with the Picker clock face. Nice way to go! 

The tips below can help you set up and use apps developed for your watch. If an app doesn't work as expected, try the following troubleshooting steps:

1. In order for apps to access the internet, your phone must be nearby with the Fitbit app running in the background and Bluetooth turned on. Many apps require internet access.
2. Check if the app has a pending update (Picker app, not the Fitbit app)
3. Turning off app permissions can cause the app to stop functioning. Check that all permissions are turned on:
   1. From the Fitbit app dashboard, tap or click the Account icon > your device image.
   2. Tap or click Apps.
   3. In the list of apps installed on your watch, find the app whose permissions you want to change. You may have to scroll down to see some apps. Tap or click the name of the app.
   4. Tap or click Permissions.
   5. If any permissions are turned off, turn them on. Note that some permissions can cause your phone to use more data.
   6. Tap or click Save to save your changes.
4. Your watch must be connected to Wi-Fi in order for some larger apps and clock faces to install or update. For instructions on connecting your watch to Wi-Fi, see How do I connect my Fitbit watch to Wi-Fi?

If the steps above don't work, try uninstalling and reinstalling the Picker clock face to see if this solves the issue. 

For future references, with third party apps, note that Fitbit doesn't own or maintain third party integrations. So in this case is recommendable to contact the third party developer to learn more about future implementations. 

To contact the developer please open their app on the Fitbit App Gallery, scroll/swipe down and under "App Details" you will find the information.

Rest assure we are working to deliver better options to our users, so once again thank you for your feedback as this help us to continue our work. 

See you later and stay awesome!

[Kittysmash81]

1) My phone is always nearby and I don't try to run an update or make changes without it close. I've had different varieties of Fitbit products so I know that they have to be close in connection. 

2) The clock face that I chose doesn't show up in the Apps section. I've tried looking for "Picker" and "Photograph" but neither show up. So I can't check for an update. 

3) As stated above, I can't check for permissions for the app that doesn't appear so that didn't work for me. 

I've done a factory reset on my Ionic since it was failing to work in general (constantly auto vibrating and saying that I have no notifications, triggering the Exercise section without touching the watch, being unable to get back to the watch face unless I force restart) and this is a replacement Ionic from Fitbit since my first Ionic had the bluetooth stop working. 

[MarreFitbit]

Thanks for the detailed information @Kittysmash81. I have reached out to our support team and created a case regarding your inquiry. Someone will be reaching out to you within the next 24-72 hours with next steps. 

Point me out if there's anything else I can do for you in the meantime. 

[aneely0717]

I am having the same issue. The photo won’t load onto my screen and can’t find the app.

[Giampi71]

I just looked the clockface "photograph", found it and installed on my Ionic. It works without any problem.

Not sure why you can't find it.

[MarreFitbit]

Hey there @aneely0717, thanks for jumping in here! Mine is working just as @Giampi71's is. Can you give us more details of what you're experiencing. Do you get any error message? 

In the meantime, please make sure you've followed the steps I've posted here.

Looking forward to your response!

[SunsetRunner]

I cant select my own photo either. Bought my Ionic tonight and are using the Fitbit app on an iPhone. Trying to follow the instructions in the photograph Clock by selecting ”My clock”, cant see the settings, can only choose authorization

[MarreFitbit]

Welcome on board @SunsetRunner, it's nice to see a new member around! Since you just bought your tracker, I strongly recommend to frequently check your watch's firmware, because in this case there should be a pending update. To do it, please check this link to refresh the instructions on how to do it.

In the meantime, I recommend logging in to your Fitbit account on a different mobile device to select the photograph clock face.

Regarding the picker clock face, we recommend you to contact directly to this clock face developer. To find the app developer's contact information, please visit the App Gallery and see the app's description.

I'll be around if you need further assistance! 

[SunsetRunner]

Thank you for a fast reply, it did make a huge update on setup so I think its allready updated. Will try to log in on IPad and Laptop as well then, thanks for the tip

[MarreFitbit]

You're very welcome @SunsetRunner!  Ping me out if you need further assistance! 

[Dwindlecat]

Hi, I'm having this same issue. I've tried all the steps but I still can't set an image for this clock face. I also can't find contact details for the developers on the store page, but it's an official Fit Bit clock face.