Unable to download clock faces

[Bscotty25]

Hi. I'm able sync and check stats between my Ionic and my phone app.  However, when I try to download a new app or clock face, I get the unable to connect to Ionic message.  It doesn't make sense because I'm obviously connected.  Any ideas?  

Moderator edit: Updated subject for clarity 

[SilviaFitbit]

@Bscotty25 Welcome to the Community. Thanks for the details mentioned and the troubleshooting tried. 

It's pretty weird that you're unable to download clock faces. I would like you to make sure you have the latest app version which is 3.13 for Android. After this, please make sure you're following this procedure to download clock faces. 

Keep me posted. I'll be around if you have any additional questions. 

[Bscotty25]

I was able to update to the latest version. I can sync my phone to the watch to display my daily stats but it still won't connect to change my clock or to download apps. I haven't come close to the max allowed apps either. Not sure what's going on.

[Sharo23n]

Trying to change watch face and versa keeps working but fails to change style.

[SilviaFitbit]

@Bscotty25 Thanks for getting back. Could you let me know the phone that you're using?

@Sharo23n Welcome to the Community. I would like you to confirm you've tried the procedure posted above. Which mobile device are you using?

Keep me posted. I'll be around if you have any additional questions. 

[Bscotty25]

I'm using a Samsung Galaxy S10+

[SilviaFitbit]

@Bscotty25 Thanks for getting back. In this case, I've shared your post with our Support team and they will continue assisting you through email. 

I'll be around if you have any additional questions. 

[FarhanSoomro]

Hey Silvia,

Same here. I use Ionic and My Phone is LG G4. Whenever I try to change watch face, it doesnt load in the App at all . Rather Just white screen with a circle rotating, thus keeps me waiting forever. I am using the latest version of Fitbit app. 

Any help? 

[SilviaFitbit]

@FarhanSoomro Welcome to the Fitbit Community. Thank you for getting in touch about this. 

I appreciate the details mentioned. I would like you to make sure that your phone operating system is compatible with the Fitbit app which is 7.0 or higher for Android. Also, please confirm that you have downloaded the latest app version which is 3.31. 

You may want to check this article for more details on how to use the Fitbit app on your Android phone. 

I'll be around if you have any additional questions. 

[Itsjordo]

Same issue, can't download the Sp02 clock face or any for that matter.

Have tried on 2 different phones and Windows 10 PC.

[FarhanSoomro]

Hey Silvia

Thanks for your response. I'm on Android 6. But my ionic is up to date with version 3. Everything works fine except watch faces. This is strange :(. But thanks for your help 🙂

[SilviaFitbit]

@Itsjordo Welcome to the Fitbit Community. Thank you for getting in touch about it. I appreciate that you tried downloading clock faces in two different phones and in Windows 10 PC.

@FarhanSoomro Thank you for letting me know that you're on Android 6. 

Please open a Smartwatch app (ex: Swipe up for Today app and swipe down to close). After this please try the following: 

- Restart your Ionic 
- Switch to another clock than the one you want to switch to use the clocks app, as well as in the gallery choose the same clock face
- Once syncs complete, it should get past the switching state 
- Restart the Fitbit mobile app: force close Fitbit app and relaunch it 
- Restart Bluetooth 
- Trigger a sync 
- Restart the phone 
- Unpair and pair it again 

Let me know how it goes. 

[Bscotty25]

My issue got worse and my Ionic stopped working. Wouldn't take a charge. This was the 2nd time this happened. It wasn't the charger because it worked for my wife's Ionic. I finally gave up and bought a Samsung watch. 

[FarhanSoomro]

Hey Silvia

Tried everything and nothing worked. This is very strange. Everything works except watch faces. It used to work earlier but not anymore

[FarhanSoomro]

Ionic is a disappointment. I had blaze earlier which worked perfect. 

[SilviaFitbit]

@FarhanSoomro Thank you for getting back. I totally understand how important for you is to change clock faces. 

Since the troubleshooting provided hasn't worked, I took the liberty to share your post with our Support team and someone will contact you as soon as possible. Keep in mind that due to recent events affecting our operations we may take a bit longer to get back to you. 

@Bscotty25 Hi there. Thank you for your input, hope you could give Fitbit another opportunity in the future. 

Have a nice week. 

[FarhanSoomro]

Hey Silvia,

Thanks a lot :).

Yeah, I got an email from support and I shall take up with them now.