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!

[Prasad1337]

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@SunsetRunner wrote:

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.  

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The problem is a design choice, wherein the FIRST clock face that ever gets placed on a device doesn't come aboard the device's memory out of the box. It wouldn't be dependent on the server if it did.. Obvious oversight

[SunsetRunner]

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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. 

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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

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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.  

[modem]

you should be seeing clock running at top right. the server is needed to apply clock face during the initial setup, unfortunately the servers went down since last night and anyone who tried to change clock face, install or uninstall clock face or setup the device faced issue.

[Jp64]

Just tried to set mine up. I spent £219 on the SE Versa which is totally and utterly useless. I will give you 24 hours Fitbit before sending back in disgust. 

[SunsetRunner]

You're right, but 

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@Prasad1337 wrote:

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@SunsetRunner wrote:

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.  

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The problem is a design choice, wherein the FIRST clock face that ever gets placed on a device doesn't come aboard the device's memory out of the box. It wouldn't be dependent on the server if it did.. Obvious oversight

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You're right about that, but still when you do have a clock face, next time a broken server will not break your uploaded clock face. 

[Barbara12345678]

Me too my clock function won’t work 

[Prasad1337]

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@blu-steel wrote:

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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. 

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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

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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. 

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If it's working for you, great! But please don't defend poor design choices that affect (literally all) users in this case with "it's working for me". I specified activations when you added your counter point. I wouldn't know past that anyway, since my device is stuck at the initial step. Besides, look through some of the other posts.. They seem to indicate failure AFTER a functional state

[dancingqueen23]

the watch face i have is still working, but it won't sync which is a bit annoying but it does depend on how long it takes fitbit to fix the problem.

[Ashley-links]

I’m gonna return mine soon if they don’t fix it I didn’t pay almost 300 dollars for the special edition to look at clock error!   😞

[Madcats]

I brought mine today, very cross. Don’t spend 200 pounds for something that don’t work. Crazy. 

[Barbara12345678]

What do we do 

[greygoose82]

These watches should have a built-in, default clock face to fall back on in case of outages like this.  It should not disappear along with other things when there are broken server links or connectivity issues.  Saying a device at almost $300, being on the market for this long with functions that are contingent on server connection is ridiculous.  It isn't a virtual device.

Developers should also put in place settings/modes that work offline and meaningful error messages so end users can understand and not freak out thinking their device is defective all of a sudden.  I can understand things happen and support is there to work on it, but with a brand new, out of the box item having errors makes for a bad first impression.

[Lornylupots31]

I know im very annoyed and frustrated. I got mine today and it doesnt work. i will send it back. I chatted to a tech support guy and he said they are working on the issue. Why do i feel like its not going to get sorted out! You expect things to work when you buy new gadgets and not cool. The guy was sympathetic tho x

[Jassmore]

i pirchased my Fitbit Versa sunday & it was working fine for a few hours, now nothing. I have returned my Versa to the store and done and exchange for a new one thinking it was the watch. Now nothing, no clock or anything! Please can you tell us when this problems will be resolved?! It is unacceptable when people have purchased the Versa for quite a lot of money!!! 

[dancingqueen23]

you would think that people would have patience, they know that there is a problem, don't send it back just because it's not working when you want it to

[Archmi]

Taking mine back right now. Just bought it an hour ago... See yah Fitbit. Hello garmin

[craigk4]

Simple but not easy. FitBit is having an issue with their servers and that has to be completed before any changes will happen. Then if you are having some of the other issues like ghost steps, etc, FitBit will figure it out and will likely come out with one or more updates to correct them. 

The less easy part is waiting. Most of us are conditioned to expect instant fixes. So we don't do waiting well. 

[mattduke]

So how do we get an ETA?  I work in software development and understand that bugs happen but the FIRST thing that my superiors always ask for after a bug is reported is an ETA for a bug fix.  That's all (reasonable) customers are asking for here too.  We just want to know when to expect our Versa to be able to be setup and to function properly after spending significant amounts of money to buy them.  

[Lukejm]

Have just today purchased a Fitbit versa, have downloaded app to my iPhone, have sync watch and app but am unable to see any clock faces on app to choose from. Can you please help?

[SarahJayne5]

Just got my Versa yesterday and this is the EXACT issue I am having. I've rebooted the watch and uninstalled/reinstalled the app but still no clocks or apps to choose from. (Basically it's just keeping my arm warm at this point.) Even though I can't do anything with the watch itself, it seems to be syncing regularly and tracking my steps? I'll do my best to be patient and wait for an update/fix soon.