Clock faces won't download on my Charge 3

[r46610]

Hi @MarreFitbit, I have the latest firmware (1.63.5) on the charge3 and the latest fitbit app installed on Android 6, I tried reinstalling the app and reconnecting the charge3, restarting phone and bluetooth, restarting the charge3, force regular syncs, tried other faces but none of them work. I also tried using the Windows 10 desktop app on my pc but I have the same exact problem.

Is it a problem with the firmware? Any chance it will be fixed with the next version 1.88.11?

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there @r46610, welcome to the Community Forums. Thanks for the details provided in your post about the difficulties you've been having when trying to install a clock face on your Charge 3.

I appreciate you took the time to following the tips and recommendations provided in the forums to sort this out. Thanks for letting us know about this issue. We’re aware of it, but may not be able to provide a fix in the immediate future or in the next firmware update. We'll continue to monitor the situation, and keep our team informed of the impact to you and other customers. We understand that this isn't the resolution you're hoping for, but rest assured we're always working to improve our products.

We're sorry for any trouble. We appreciate your patience and look forward to getting you back on track.

Please let us know if you have any other questions.

[r46610]

Hi @MarreFitbit, I have an update regarding my situation. I noticed that, since I have Android 6 installed on my phone, I can only install version 3.4.2 of the Fitbit app. Yesterday I tried to use a phone with Android 9 and I was able to install version 3.26.1 of the app. Connecting my Charge 3 to this version of the app I was able to successfully see all the available clock faces and change the one I'm using on my Charge 3.

So, it looks to me that the problem might be due to a bug of version 3.4.2 of the app. Do you think it would be possible for you to release a 3.4.3 patch that fixes it?

Thanks

[MarreFitbit · Accepted solution]

Hi there @r46610, thanks for getting back and for the update. I'm glad to hear that you were able to see all the available clock faces on your Charge 3 after switching phones. Note that Fitbit products are compatible with most devices that have the following operating systems: Apple iOS 12.2 and higher, Android OS 7.0 and higher.

Please keep in mind that when a device is not supported and does not meet the require OS we cannot guarantee its functionality with the Fitbit app. It might work at a certain time and then it can stop working out of nowhere after an update. This is because the app is not optimized to that device and any change could impact the performance. 

About firmware version 3.43, please note that the bug is not related to version 3.4.2 and we will not release version 3.4.3 as we are now at 3.26.1 which is pretty ahead of the one you're requesting for and we cannot go back to release older versions