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...

[Newtripley]

I was experiencing the same problems on my versa 2 I found this solution in a post. If like me your clock face loads ok on your watch but is taking ages to "switch" on the Fitbit app and/or you get a message saying"failed to install please try later"... Swipe to the saved clock faces on your versa select the one you want go back to the app hey presto! It should be ok

Hope this helps

[Stefanie_C]

Newtripley I appreciate the suggestion and that may work for some people, however, the primary reason we haven't (or in my case I have) been able to resolve the issue is due to the phone software, not the Fitbit app. I was running Android 6.0 with the most up to date version of the Fitbit app and clock faces nor apps would load at all. I could only access the default clock face and colors. Please see the images above for reference. When I reached out to Fitbit support they advised me that the reason my app wasn't working correctly was due to my phone's software version no longer being supported. It was considered outdated. However, I was already about to purchase a new phone due to a hardware malfunction on my Galaxy S6 (primary speaker became water damaged). Literally 2-3 days after I purchased and activated my new phone, currently running Android 10, I was able to utilize the app to it's full functionality. I realize not everyone is able to buy a new phone, but others may be capable of updating their phone's software version which would resolve the issue they're experiencing. 

[TheManInBlack]

it's not only an Android issue. same problem on windows 10 app. there have been a number of threads about this issue ex: https://community.fitbit.com/t5/Versa-Smartwatches/Can-t-install-or-even-view-the-details-of-apps-cl...

no one at Fitbit support responds. or they give the usual canned response: "remove app from phone/windows pc, restart watch, remove watch from wrist and wave it around your head, whack your watch with a hammer" (humor, don't do this , 😀)

"Fitbit support they advised me that the reason my app wasn't working correctly was due to my phone's software version no longer being supported"...

I advise Fibit support to get serious. It's not a phone issue. how hard is it to ensure backward compatibility when Fitbit updates it's software? are customers supposed to upgrade to new phones/laptops every 3-4 months?

[Marsh_memories]

I have Android

Sent from Yahoo Mail on Android

[Marsh_memories]

I am using my Nook Pad it is Android

Sent from Yahoo Mail on Android

[Stefanie_C]

Do you know what version of Android you're using?

[Conitta]

Yes mine is 6.0.. 🙄 The only thing I know that I can't do is to send a quick message when I get a text. I can when I get a phone call. Then of course the problem with the app. But I can use my Android 7.0 tablet to do that. So so far I feel pretty lucky. Like I said getting a new phone so this watch will work is not an option. I actually got the Versa Lite with my insurance..😃

[Conitta]

Stefanie..thank you...I have a Hauwei Ascend and of course 6.0. I looked in my phone and she led for updates and it said it was up to date 🙄

[Stefanie_C]

Connita, sorry to hear that 😞 I do hope you're able to get a hold of a phone/device running Android 7.0 or higher. Unfortunately it's the only fix for this issue.

[Marsh_memories]

I have Version 9

Sent from Yahoo Mail on Android

[timmyandcalyssa]

Can anyone help please

[StillyD]

Same issue here, galaxy s10, everything up to date, can't load clock faces and therefore can't load anything else. Unhelpful tech support so far. Anyone have other suggestions?

[Stefanie_C]

If you don't mind me asking, what steps have you followed so far for troubleshooting? Additionally, what version of Android is your S10 running and have you updated both your phone software and the fitbit app to the highest versions possible? When I was experiencing this issue, I was running an android version not compatible with the fitbit updates. I was using the galaxy S6 but upgraded to the S9 and am currently running Android version 10. My Fitbit firmware version is 38.71.6.19. Now when I initially updated everything it took roughly 2-5 days before fitbit informed me that I had a firmware update available. Once I was able to install the new firmware I was able to access clockfaces and apps.

[JudeStewart13]

Okay, after a lot of patience hubby has worked out that YOU CAN NOT DELETE THE CLOCK YOU ARE USING.. if you want to delete a clock y0u need to change it first before you then go into app to delete it. If you don't you will encounter problems.. and you will get the error cant load thing on repeat. Hope that helps someone. 

[Stefanie_C]

That's not relevant to this issue. No one is having issues deleting a clock face on this thread; the issue is that clock faces and apps weren't showing up in the Fitbit app. Kindly remove your comment as it is irrelevant and please keep on topic for this issue or create a new thread. Thank you. 

[vlucchetti]

Android 11, latest security patch on Google Pixel 3XL.  Had the issue with my Versa 2, now with Sense.  I believe it is the Fitbit app as I was able, albeit a year ago, to load watch faces and apps on my Versa 2. However it will not load anything through the Windows 10 app either, although at least I get to see faces and apps, simply will not bring one up when I click on it.  On the phone, it just tells me I don't have an internet connection when I have both wifi and broadband.

Android Fitbit app version 3.36

[Reaz]

Had the same problem with the app on my phone and sorted it by also installing the app on to my tablet, linking it then changed the clock face to preferred one.

After I was happy I uninstalled it from my tablet and presto new clock face and then I continued to use the original app which is on my phone 🙌🏽

[vlucchetti]

I had to use my work cell phone to get clock faces and apps squared away.  Removed the app from it after I got what I wanted.  Still not working right on my Android phone, but I have a work around now.  Interestingly enough, the issue was on the work phone for a bit where clock faces and apps would not show, no connection it said.  But several reinstalls got it there.

The app is wonky right now from what I see.