“Clock error. Go to Fitbit app and choose a different clock face” error on Charge 3

[Cyclowie]

Hi, I just purchased my Charge 3. I tried to update the clock face and it is now stuck in a perpetual loop. The face shows “clock error. Go to Fitbit app and choose a different clock face”. I go to the app and try to pick the original face. I get a message saying that there is another clock face install in progress. Please wait for it to install before installing a new one. I wait but it never installs. I then get a message saying.  Unable to install.  Install failed. Please try again later.  I have rebooted the device and this doesn’t fix the problem. Help please. BTW I have checked and do have the 1.49.45 version firmware. I have also waited and tried again later...not sure how long "later" is supposed to be.

Moderator edit: subject for clarity

[butterfly4444]

Hi!

My best advice is to restart the device before clearing the data.

If that doesn't work try emailing Fitbit to see what they say

[AlejandraFitbit]

Welcome to the Community @Cyclowie and @butterfly4444 thanks for the input.

I appreciate all the efforts in trying to fix this clock face issue. Upon checking with our support team, I was told that you have already contacted them. I know they will be glad to help you out and provide you a solution.

Let me know the outcome. 

[TFGANIMAL]

I have the perpetual clock error loop too. Tracker says “go to fitbit app and try another clock” app says waiting on a clock to download. Then error msg to try again.

[Sheila_V]

I received my Fitbit Charge 3 SE today, and have had the exact same issue. Please help.

[AlejandraFitbit]

Hey @TFGANIMAL and @Sheila_V, welcome to the Forums.

I would like to know if you have tried to restart your trackers? If you haven't, I recommend restarting them by doing the following:

1. Plug the charging cable into the USB port on your computer or any UL-certified USB wall charger.
2. Clip the other end of the charging cable to the port on the back of the tracker. The pins on the charging cable must lock securely with the port.
3. Make sure the button on your tracker is aligned with the button opening on the charging cable. You’ll know the connection is secure when the tracker vibrates and you see a battery icon on your tracker’s display. 
4. Press and hold the button to restart your tracker:
   • Press and hold the button on your tracker for 8 seconds. Release the button. When you see a smile icon and the tracker vibrates, the tracker restarted.
5. Unplug your tracker from the charging cable.

After this process, try to change your clock faces again.

Let me know the outcome. 

[Sheila_V]

I did all of the steps - three times - and each time received an error mess stating “Unable to install. Please try again later.” And then it goes back to “Switching” mode.

Sent from my iPhone

[AlejandraFitbit]

Thanks for the information @Sheila_V. Upon checking with our support team, I was told that you have already contacted them. I know they will be glad to help you out and provide you a solution.

Let me know if you need anything else. 

[Cyclowie]

This issue persists and the support team has advised that the same problem is affecting many users. They indicate it is a firm ware issue and although they consider it a priority they do not at this time have a solution. They are also unable to provide an eta on resolution.

[AlejandraFitbit]

Thanks for the information @Cyclowie.

It's great to hear that our team is already aware about this issue. Your patience while they find a solution will be much appreciated. Once we have any news about this, we will be more than glad to share it with you.

Let us know if there is anything else we can help you with. 

[Enoch84 · Accepted solution]

Just had the same issue and tried the recommended steps but they did not work.

But the good news is I did get it working.

I restarted by swiping left and going to settings. Scrolled down and restarted from there.

Once back up I went into the app and clock faces. This brings up a prompt about a previous install did not finish.

DONT CLICK CONTINUE 

CLICK skip/later (doing this from memory can't remember the exact words)

Then it let me install another clock face and I'm back in business.

[M1957]

I have followed your directions to reset but I am still stuck with the Clock error message.

[M1957]

I have followed your directions to reset but I am still stuck with the Clock error message.

[M1957]

I tried this but it didn’t work for me. I haven’t had the thing 10 days and feel like chucking it out of the window!

[CB278]

I bought a charge 3 today. Got the same clock error message when trying to set it up. I plugged the charger back in and then went into the different clocks page. Rather than press continue when told an installation was in progress, I pressed 'later'. I then chose another clock, that worked. .

Then I changed back to the clock I wanted. It would not do any of that without the charger being plugged into the device 

[M1957]

Sadly I did this but it failed to work. I am now stuck with no idea of what else to try.

Sent from my iPhone

[Joe002]

M1957, I’ve received this error message more than once and have always been able to “fix” my Fitbit. It does take some time to work through it though.

As Enoch84 already mentioned, when you start the app and go to the clock faces you should see the message that it didn’t finish the install, you should do as he suggested he and say no, not right now.

Now, what seems to work for me the best is to go the clock face you were trying to load and try to load it again. It should (eventually) pick up where it left off (when you try to load it you should already see the initial progress you already completed, and the bar should eventually grow bigger). If it fails loading then you have to back out of the app and try again. The last time this happened to me it took about an hour of going back and forth but eventually it finished.

When you are loading your clock face you should also try to be in an area where there are no other Bluetooth devices other than your phone and Fitbit.

[Cyclowie]

Thanks very much. This worked!
I was going to return my Fitbit tomorrow due to the annoying problem. Solution came just in time. Much appreciated:)

Added note:  I didn't try to install the same clock face as was stuck in a loop.  I chose a new one. 

[M1957]

Thanks! It worked! It took about 45 minutes but I got there finally.

Sent from my iPhone

[StephenMcL]

This blows!!

Same exact issue  Restarted  nothing  cleared data nothing.  It's going back if this doesn't get fixed tonight