"Oops. Looks like there's no internet connection" when trying to download a clock face on Charge 5

[Lilaq]

Just got a brand new Charge 5 to replace a previous Fitbit; syncs to my Android app just fine (Samsung Galaxy S22 Ultra); everything is set up how I want it, etc. etc.  BUT I cannot get the clock faces to load on the app--just get the "Oops, looks like there's no internet connect" message.  I've seen the other posts and tried the following:

1. Restarted the Charge 5
2. Uninstalled/reinstalled the App (so it is the latest version)
3. Cleared the App data and cache and restarted the phone.
4. Stopped/restarted the bluetooth
5. Turned off the DNS on phone
6. Restarted the Charge 5 again

Nothing works! The Fitbit syncs fine with the app.  What else can I try?  It shouldn't be this hard....

[MarreFitbit]

Hi there, @Lilaq. Thanks for stopping by in the Fitbit Community Forums and trying to troubleshoot the issue with your Charge 5 before reaching out.

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.

[Lilaq]

On my Samsung Galaxy S22 Ultra, the only security software is Knox which comes embedded in the firmware w/ no way to disable.  I turned off Private DNS and have no VPN or AdBlock...................  What can I try next??

[Lilaq · Accepted solution]

Solution found.  We apparently had an ad-blocking DNS set up on our wifi router at home (my phone was connectedto wifi). Once he shut that off, Gallery loaded fine.