Unable to change Charge 4 clock face

[Toratarot]

I got a replacement charge 4 and had my old device set up the way I wanted it. Tried changing the new one and I can't because the app is saying that I don't have internet connection with either wifi or cell data. The rest of the app works as it should. 

I have deleted the app and reinstalled it before coming here

Moderator Edit: Clarified subject

[Odyssey13]

Hi @Toratarot  Android or iOS? iOS has had some issues and if this is what you have, I can move your post to that area for more relevant responses.

[Toratarot]

Sorry 😅 

I have an android 

[Guy_]

Hi @Toratarot  - since the last time you changed things the app has changed.

The internet connection issue can be caused by the use of:

• VPN
• Adblock software
• Security software
• Private DNS

or possibly incorrect Fitbit App permissions

[Toratarot]

I'm pretty sure my phone doesn't have any of those 4 but I honestly wouldn't know what part of the settings to go poke around in to find it.

[Guy_]

Perhaps @Toratarot  you could state what it is that you can't setup, and which version of Fitbit App and device firmware you have currently.

[Toratarot]

I would like to change the watch face on my charge 4 to a different style, and ultimately turn off the motion display feature.

My fitbit app version is 3.52

Somehow I don't have any firmware....though I know I had some in the past

[Guy_]

@Toratarot  - in the Fitbit App click profile photo and charge 4 photo and it says at the top.

[Toratarot]

That's where I've been going to change it, but I keep getting the "no internet" connection screen after I select the gallery. The rest of the app works fine.

[Guy_]

@Toratarot  - see above for the already given solution for the internet issue.

[LizzyFitbit · Accepted solution]

Hi there, @Toratarot. @Odyssey13 and @Guy_ Thanks for your help!

@Toratarot Thanks for the details provided, as well as the steps tried prior to posting. I understand how you're feeling and even though you've tried troubleshooting the Fitbit app, please give one last try to the following steps to reconnect your tracker:

1. Forget your Charge 4 from the Bluetooth settings.
2. On your phone, tap Apps > Fitbit > Storage > Clear Cache.
3. Go back one screen, tap Force Stop and reboot your phone.
4. Restart your tracker to refresh its performance.
5. Open the Fitbit app, tap your profile picture > Set Up a Device.
6. Select your Charge 4, tap Replace Device and follow the on-screen instructions.

Once this process is completed, try changing the clock face one more time and let me know how it goes.

[Toratarot]

This gave me a bit of hope, however, I still have the same issue. I further looked into the other tips and I couldn't find anything wrong or that would cause problems. 

[LizzyFitbit]

@Toratarot It's good to see you around.

Thanks for taking the time to troubleshooting your Charge 4 with the suggestions shared above. This is odd and because the possible steps were already tried, I'd recommend contacting our Support team so they can investigate and see what can be done to bring you back on track. I'm sure they'll be happy to continue helping you, just click here to get connected with them via chat or phone.

Have a good day.