"Oops. Looks like there's no internet connection" when trying to download a clock face on Luxe

[K5c]

I have been unable to access the Gallery to change my clock face. I have been receiving the "Oops, looks like there's no internet connection" error for months now, even before updating the app and firmware.

App version 3.81 (2023.04.16), Firmware version 58.20001.188.58

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @K5c. Thanks for stopping by in the Fitbit Community Forums and sharing the details about the issue with the Fitbit App Gallery. 

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

I've moved your post to the Fitbit App Gallery board for organization purposes.

[K5c]

I thought that could have been the culprit; however, I disabled all of that, uninstalled/reinstalled the app, and still received the same error before posting here for a solution.

[MarreFitbit · Accepted solution]

@K5c Thanks for following the tips and recommendations I've provided above. 

Please note we recently launched a new update for the Fitbit app, I'd suggest double checking if you already have it installed. To see which version of the Fitbit app you have, tap the Today tab >  your profile picture > Help. The app version is at the top.

1. Open the Play Store app.
2. Tap the menu icon in the top left.
3. Tap My apps & games. If the Fitbit app has an update, you’ll see it in the Updates list.
4. Tap Update.

If your apps update automatically, check the Recently updated or Up to date list to see if the Fitbit app was updated.

[davidb531]

See if mobile data is turned on in the phone's settings. 

[K5c]

Pretty sure if someone knows how to use a private DNS for adblocking, they'd know to check to see if mobile data is working on their phone.