RESOLVED: 4/24 - Issues with setup, syncing, and App Gallery

[MatthewFitbit]

Fitbit Update 04/25/18: We have rolled out a fix and all Fitbit Versa and Fitbit Ionic users should now be able to use their devices normally. If you continue to encounter difficulty with syncing or setup, please consult these help resources:

• Why can't I set up my Fitbit device?
• Why won't my Fitbit device sync?

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Fitbit Update 04/24/2018: We are working to resolve an issue affecting Fitbit Versa and Fitbit Ionic that is impacting syncing, setup and firmware updates, music transfer, the Weather app, and downloading apps/clock faces from the App Gallery. Thanks for your patience!

[Janne_13]

Just received a brand new Versa and can't use it as the watch is requesting to choose a new clock. On the app to choose is a grey screen and nothing shows. I also can't upload images to profile as it says its an error. Never had a smartwatch and now that I do its just disappointing. I really hope this issue is fixed.

[billsfan4life]

Be patient. Mine didn't work yesterday, works fine today. It's new, let them work out the glitches, it happens. 

[Prasad1337]

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@billsfan4life wrote:

Be patient. Mine didn't work yesterday, works fine today. It's new, let them work out the glitches, it happens. 

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Sure it does.. but if the watch's basic functionality is contingent on their servers, that's indicative of a bigger problem right there. It could fail at any time, not just this one time.. and that's just horrible design, simply unacceptable at a $250 price point!

[magatmen]

I am hoping this is a bug that will later be fixed. I'm having syncing issues with my Versa almost everyday. The day after I bought it, my phone and watch were not syncing. A rep was able to guide me step by step, and eventually it worked. Great customer service by the way! The problem I'm having now is that I am having to do these resets either to my Versa or the phone just to get it to sync. For example, part of the day is fine, I'll get notifications on my phone... another part of the day, I'll check my phone, and notice that I didn't receive several notifications. Then, I'm having to do the reset or manual sync or hard reset on the Versa. This has been a 2x/day issues since getting the Versa.

I've had the Alta 2 years prior to upgrading to the Versa, and have not had this issue with the Alta. At least I don't remember having to reset/resync everyday.

Please tell me this is a bug that will be fixed with a software update. Otherwise, is there something I could be doing to avoid this hassle.

Thank you!

[SunsetRunner]

They are working to fix it. *see the big pink banner at the top of the page*

It’s a brand new device. It takes time to work out the kinks. 

You'll love it once this issue is fixed. I love mine. 

[blu-steel]

Some people have the attention span of a minute. Hey its technology. I remember going days without being able to use my xbox or playstation. Ive even gone a day or two with major glitches on $700 iphones. It happens. Let them work on it. THe fact is over 25 million people use a fitbit and it is still the best way to track your sleep and exercise. In other words calm down and let them fix the issues. 

[blu-steel]

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@Prasad1337 wrote:

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@billsfan4life wrote:

Be patient. Mine didn't work yesterday, works fine today. It's new, let them work out the glitches, it happens. 

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Sure it does.. but if the watch's basic functionality is contingent on their servers, that's indicative of a bigger problem right there. It could fail at any time, not just this one time.. and that's just horrible design, simply unacceptable at a $250 price point!

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That is simply not true. Once your watch is working you do not need to be connected to their servers for it to work. Quit spreading lies already. 

[Prasad1337]

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@blu-steel wrote:

Some people have the attention span of a minute. Hey its technology. I remember going days without being able to use my xbox or playstation. Ive even gone a day or two with major glitches on $700 iphones. It happens. Let them work on it. THe fact is over 25 million people use a fitbit and it is still the best way to track your sleep and exercise. In other words calm down and let them fix the issues. 

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Hey some of us work in technology and can imagine the design choices that went into staging this issue to even occur. It's basically what an intern could come up with..

[bunnienose]

Same here! Hope it gets sorted quickly because I didn't spend this amount of money for something that doesn't work properly. VERY disappointed

[Ron804]

That the watch faces and apps do not work

[Mehrtz11]

I am having the same issues with syncing. It's not working. I have to go into the app for it to sync also my clock isn't working. 

[SunsetRunner]

Same here.  No clock faces, no apps.  I was told by Fitbit they would "put me on the list of effected customers".  and Engineering is working on the issue.

[Prasad1337]

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@blu-steel wrote:

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@Prasad1337 wrote:

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@billsfan4life wrote:

Be patient. Mine didn't work yesterday, works fine today. It's new, let them work out the glitches, it happens. 

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Sure it does.. but if the watch's basic functionality is contingent on their servers, that's indicative of a bigger problem right there. It could fail at any time, not just this one time.. and that's just horrible design, simply unacceptable at a $250 price point!

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That is simply not true. Once your watch is working you do not need to be connected to their servers for it to work. Quit spreading lies already. 

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I wouldn't know, would I? All I've seen this device to be capable of is displaying the "Clock Error" message since purchase..

And my understanding of tech is not a "lie" no matter how much you love your brand. Point is new device activations like this could fail anytime their servers go down, which is inherently terrible considered the app just flashed a new firmware... the firmware should bootstrap cleanly without needing additional server side resources

[bunnienose]

That's EXACTLY what I have. Been buzzing for it to arrive and I can't use it. Clock error, no notifications, simply nothing. Just a screen that says "Clock error - go to the fitbit mobile app and try another clock" do that and there are no clocks to choose from 😡😡🤮

[Tmoore57]

Got Fitbit versa a week ago..all well until yesterday..cannot get watch face...keep saying no internet...and all watches blank...not good....

[Dadoat]

I bought it today from Curry but not responding. Change another watch plaplapla. Rubbish.

[Adelevenic]

Thanks for the info! Can’t wait for it to go back to normal 😊

Best Regards,

- Adeline Woo -

Sent from my iPhone

[SunsetRunner]

You're not lying, you're just having a bad experience. But really, when a watch face is uploaded to your fitbit, it wil stay there no matter what happens to your Fitbit app. So, the biggest problem is that the servers are down while there wasn't a clock face uploaded already.  

[blu-steel]

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@Prasad1337 wrote:

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@blu-steel wrote:

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@Prasad1337 wrote:

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@billsfan4life wrote:

Be patient. Mine didn't work yesterday, works fine today. It's new, let them work out the glitches, it happens. 

---

Sure it does.. but if the watch's basic functionality is contingent on their servers, that's indicative of a bigger problem right there. It could fail at any time, not just this one time.. and that's just horrible design, simply unacceptable at a $250 price point!

---

That is simply not true. Once your watch is working you do not need to be connected to their servers for it to work. Quit spreading lies already. 

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I wouldn't know, would I? All I've seen this device to be capable of is displaying the "Clock Error" message since purchase..

And my understanding of tech is not a "lie" no matter how much you love your brand. Point is new device activations like this could fail anytime their servers go down, which is inherently terrible considered the app just flashed a new firmware... the firmware should bootstrap cleanly without needing additional server side resources

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You were not implying new activations. You have made it clear in your posts today that your trying to make it sound like anyone with a working watch today all of a sudden wont work later down the road if another server problem exists. My wife and I both have these watches and we have no problems what so ever. They both work just fine today and everyday. 

[ska115]

I'm getting fed up now!!!
Sarah Atkins

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