App Not loading Apps and Clock Faces

[Stefanie_C]

• Anyone else experiencing issues with the actual Fitbit app not loading apps and clock faces for install? I've tried all day to download the Starbucks Card app and the clock face I had on my tracker, but when I click into the app/clock face it just loads and loads and loads and NOTHING ever loads for me to install. I've uninstalled and reinstalled the app on both wifi and mobile data, reset my phone a thousand times, cleared the cache and data, reset my tracker, unpaired then re-paired Bluetooth, and I even went as far as restoring my tracker back to factory and completely starting over with the app and tracker. Still nothing loads! And just to clarify, it's not just the app and clock face I want to install that I'm having issues with. It's all of them. I can click into any other app or clock face and it won't load the install page either. I'm running Fitbit version 3.4.2, Versa Lite Firmware Version 38.33.1.30, Samsung Galaxy S6 Android Version 6.0.1. Please Help...

[Stefanie_C]

 

 

 

 Image 1) app landing page 2) immediately after clicking Starbucks Card app 3) 1 minute after clicking it 4) 2 minutes. Nothing loads, it just sits there and thinks forever. 

[Lonestar1325]

Yes I am having the same issue.  Have chatted with Fitbit tech support and they can't figure it out.Does the same thing on my Android phone and my Laptop Running the Windows 10 app.  Following in case they actually figure something out. I am also running Android 6.0 which they say isn't compatible but that doesn't explain why it happens on my Laptop also.  I have tried resetting my watch to factory default twice.  Uninstalled and re-installed app on phone and computer.  Still getting the same results.

[Stefanie_C]

I chatted with support also. Load of BS and not helpful whatsoever. Kept telling me to follow troubleshooting steps I already had done and stated I did prior to reaching out and did nothing to help me resolve my issue. The firmware needs to be updated on my tracker but they won't roll out the update to me, then blamed me for not having the proper equipment. Fitbit support is legitimately the WORST tech support I've dealt with.

[Lonestar1325]

And I see your original post was made almost three weeks ago and none of Fitbit's "experts" have bothered to reply.

[Stefanie_C]

I doubt they'll bother tbh. I've literally done everything except replace my tracker and unless something happens on their end I doubt my issue will be resolved. That would require them to acknowledge our problem though. I hope our issue gets resolved and soon. I've been heavily considering dropping fitbit all together and looking into a Samsung watch. At least they have a decent support team.

[Lonestar1325]

I am chatting with them again and referenced this thread.

[Lonestar1325]

Once again NO RESOLUTION! They told me to upgrade my phone to a "fully supported" device. And that the windows app is not "fully aligned or supported" Such bull**ahem**.

[Stefanie_C]

That's what they told me too. My device and my app isn't the problem. If the fitbit wasn't supported then Google wouldn't still be rolling out updates. The playstore would make it quite clear that our devices weren't compatible with the app. The problem is fitbit. Sick of their lying, lazy asses.

[Lonestar1325]

So I tried it on a friends phone that is on their approved devices list and it worked. Looks like I need to update my phone if I want to use this feature. He is running Android 9.0

[FidRewe]

I've got the same problem with Versa and Windows 10. Not being able to load any apps or clock faces is really nasty.

[Stefanie_C]

I did end up getting my issue resolved. I recently got a new phone running Android 10 (was running V 6.0.1) and a couple days after syncing to the new phone an update for my versa lite was available and this did resolve my issues. If you don't have a smart phone running their "recommended" OS version, see if a friend or family member will let you  borrow theirs. I say "recommended" because it's less of a suggestion and more a requirement. I wouldn't even bother with the computer tbh. They provide less support there than on the phone versions. I have my own feelings about this stupidity, but I'll keep them to myself so as not to offend anyone lol. I hope you're able to resolve your issue.

[Conitta]

I am having this same problem. I have a Huawei Ascend  running Android Version 6.0  and a Versa Lite I got in April. It all worked great at first but then just stopped. I know use my RCA Android 7.0 tablet to start the download and I can finish on my phone. Is that not crazy...lol  Getting a new phone is not an option now. 

Right now I am having a syncing problem. Nothing seems to want to sync and nothing i usually do has worked. The last time it did sync was early this morning. So don't know what is going on here. It is always something...

[Stefanie_C]

Unfortunately it's all because of Android 6.0. I was having all of the same problems (syncing issues, clocks, apps) until I upgraded to a newer Android Version. I really wish Fitbit would stop allowing downloads on Google Play for versions less than what's compatible. I understand upgrading to a new phone may not be an option right now, but check your phone settings for a software update. If one is available I'd go ahead and update. If not, are you able to use a family or friend's phone running a higher OS version?

[Lonestar1325]

Yes I upgraded my phone and it fixed my issues. Running Android 10 now. 

[Stefanie_C]

Same here. Fitbit needs to get their crap together lol.

[Marsh_memories]

I have tried to download the upgrade to my Versa lite on my phone and iPad and get same message. It does not work and my Fitbit stopped syncing. This is my third and may be my last fitbit if they do not resolve. 

[Conitta]

I got it to sync yesterday and I really don't have to do it often at all. I finally realized what I had done before. So I will forget by the next time it won't sync.... I can't understand why the app worked at first. Seems it wouldn't at all. I can't complain because it is working with 6.0. When I ordered it I was taking a chance not knowing if it would work or not. About two weeks after I got it the new update came out and it updated just fine. Not long after that I put the screen protector on wrong. It was pushing on the button causing it to act wonky. I didn't know this until it had a BIG red X in a circle. I finally got that taken care of....that was my fault. But after that I lost the last update and haven't found a way to get it back. Guess I will have to wait till the next update. I have my grandson the Charge 3 for Christmas. He has an iPhone 10, I think. Wish me luck...lol 

[Stefanie_C]

Marsh_Memories Are you using Android or iOS? What version of Android/iOS is your actual phone software? Not the Fitbit app, but your phone specifically?

[Stefanie_C]

Conitta, Initially Fitbit was providing updates and support to phones running Android 6.0 so it would make sense that it worked at one point in time. However, they made the decision recently to stop supporting those devices. I couldn't tell you why, but beyond just counting steps if you're running Android 6.0 your Fitbit isn't going to work right. Essentially, your tracker and phone software are no longer compatible since Fitbit isn't maintaining software for older versions. You won't be able to update unless you are using a phone running Android 7.0 or higher. Do you mind telling me what kind of phone you have? I may be able to help walk you through seeing if there's a software update for your phone.