New clock face on my Charge 3 never loads

[Hillierej]

Hi 

Help please I can open the app select the clock faces when I the select a new one it never loads. It has the loading icon but never completes.

Who is this how can this issue be resolved?

Moderator edit: updated subject for clarity

[MarreFitbit]

Hello there @Hillierej, welcome to the Community Forums. We're sorry for the late response, due to recent events affecting our operations, we're taking longer to respond.

If you haven't done so yet, please following the steps below:

1. Make sure mobile app and Firmware version are up-to-date.
2. Restart your Charge 3. 
3. Switch to another clock than the one you want to switch to using the clocks app. Once syncs complete, it should get past the switching state.
4. Restart the Fitbit mobile app: Force close Fitbit app & relaunch the app.
5. Restart Bluetooth
6. Trigger a regular sync.

[Murraysch]

I'm experiencing the same problem on my App with my Charge 3.

When I go in to my clocks, All Clocks, they all appear here, but if I click on any face, it takes me to a blank screen with the "loading circle" that just goes round and round. I've left it for a long time, but it doesn't stop or bring up the next screen.

I've tried all of the suggestions above. Removed the app and reinstalled it, deleted my watch from the app and reloaded it, unsync'd the Bluetooth and reconnected it. Nothing has changed.

Anything else I can try?

[MarreFitbit]

Hello there @Murraysch, welcome on board. Thanks for trying the recommendations above and 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. 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.

[autojohn]

So, your answer is that you know there is an issue, but cannot fix it and you do not know when it will be fixed?  How many customers have asked why they cannot update the clock face?