Ionic Watch Face Change Not Changing

[GuardaSCBrazil]

Hi,

I bought my Ionic (brand new) around 7 weeks ago (March 01, 2020).
Although it has been a little 'buggy' and slow of late, it still syncs my data (mostly GPS bike rides) to my phone.

However, I have not been able to change the watch face for the last two weeks (April 8-22).

After choosing the watch face on my phone, I get a white screen with a circular arrow that keeps spinning for about 5 minutes and eventually returns an error message "Unable to connect to Ionic - Error connecting with Ionic. Please make sure your Fitbit is nearby and switched on and then please try again." (It is nearby, it is switched on and it is 100% charged.)

I have tried all the fixes posted here in the community (i.e., to Melissa@xxx) and others I found online. I have also tried deleting and re-installing the App on my Samsung Galaxy - all to no avail!!!

I am not a 'techie', so I hate gadgets that require 'fiddling'; I want things to work 'right out of the box' and, frankly, in the year 2020, after paying U$ 250 for this product, I think I'm entitled to expect it to work as advertised - seamlessly!

Any help changing my watch face is more than welcome but, in general, Fitbit, Inc. - please get your act together 

Moderator edit: Updated subject for clarity and format 

[SilviaFitbit]

@GuardaSCBrazil Welcome to the Community. 

Thanks for taking the time to share what you're experiencing with your Ionic. I appreciate the research done prior to posting. 

I see where you're coming from. I would like you to make sure your Samsung Galaxy is listed here, this might be the reason why it's not properly syncing to your watch and therefore not updating the clock face. Which mobile device do you have? 

Keep me posted. 

[GuardaSCBrazil]

Hi Silvia,

Many thanks for your prompt reply.

My Samsung Mobile device is a Galaxy J7 (I hope that makes sense to you).

Indeed, it is not listed in the link you sent in your email (from the 'J' series, I only saw Galaxy J3).

That said, in the 7-8 weeks since I bought my Ionic, for the first month or so I was able to change my watch face without any problems through my Galaxy J7. In other words, if the problem is the model of my mobile device, why was I able to change my clock face for the first month after buying my Ionic, but not now?

P.S. I bought and use my Ionic primarily for the Bike function. From day one, all the GPS data and  route were and continue to be snyced to my Galaxy J7 within minutes of arriving home, i.e., it's only the change watch face function that has stopped working.

Thanks for your help and I hope the above makes sense.

[SilviaFitbit]

@GuardaSCBrazil Thanks for getting back. Sorry for the delayed reply. 

I appreciate that you mentioned you have a Samsung Galaxy J7. I'm glad to hear that your Ionic is syncing properly to your phone. When you're changing your clock face, there has to be a strong connection between your watch and phone in order to transfer it correctly. 

I would like you to double check that your phone is running Android OS 7.0 or higher. Are you still experiencing difficulties while changing the clock face?

Looking forward to hearing back from you.