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!

[Quad]

I recieve a versa today. And finally I set up . but it shows "Clock Error" and can't do anything. no faces no apps .

versa's watchface gallary show its name "undefined" . this issue make that event.

I think when we set the new versa they can't download anything. 

My first fitbit is **ahem**.

[LisaKF311]

Android on an LG G6 so its a rather new system.

[LisaKF311]

I'm using android on an LG G6 so a rather new system.

[nraidah]

yep. checked out their twitter support. it's a known issue and they've been working on it. 10 hours later.....

[Missshower]

I completely agree!! In order to return you must go through their process of troubleshooting so just be ready to do that all over again before you can send it back. I talked to someone on Friday about it and they said they would email me with next steps but I haven’t got any kind of instructions since then. Let me know how it goes! 

[JCoop77]

My first fitbit. Got the versa 2 days ago. Regretting it immensely. I loaded a watch face. Now it's saying I need to pay to use it - greedy much? I'm shocked at the cheap greed of charging for clock faces. It's locked my clock face until I pay or find a free watch face - but the clock gallery does not work!... Fitbit watches aren't cheap. I doubt I'll buy one ever again. But hey, I'm sure the current CEO won't care - he'll probably be gone with a fortune before this failure affects sales. This versa will trash the fitbit name if it's not sorted within days. My $300 watch has no face. Like, hello! Failure.

[dianeofarcadia]

and their chat support does not know a time frame for resolving. They suggested checking back tomorrow. Wow. How disappointing. May end up returning this since I have only had it a couple days and now I can't even make use of it. 

[katpolz1]

I bought my Versa through Amazon, so I didn't have to do the return process
with Fitbit. Went back to Amazon yesterday. I'm back to "old school"
fitbit
- alta HR. I still like fitbit - just can't deal with the hours spent
trying to get
sync issues resolved.

[SunsetRunner]

I went through the troubleshooting and mine works beautifully now... I
had to update my fitbit version in "playnow" on my android device...then
restart my watch. Thats it, pretty simple. It's been working well for
several days now. Super happy with the watch!

[FitBas]

Had the same experience. It was kind of an impulse buy, now wondering if I should return it.

[Lee271]

Mine is doing the same

[Helsak]

Same here 😞

[Tedisa]

From what I understand, even though there is a clock error it is still collecting stats...heart rate, steps, etc...

[LaurNikki75]

I'm an iPhone user too.  Having the same problems.  I've tried resetting the Versa, restarting my phone, and about a million other things but nothing is working.

[Sargedog]

I have the same thing on my Ionic. Were you able to solve it? Been going on for 2 days.

[gbrott96]

Same. I just got the versa a few days ago and it worked at first but now I want to change the clock face and when I go to the setting for that in the app it says I have an undefined clock face. When I click on all clocks it doesn't pull anything up, but when I click back to my clock it says Oops, looks like you're not connected to the internet, even though I am. Hope it gets fixed soon! I hate this watch face I have right now. 

[SunsetRunner]

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@JCoop77 wrote:

My first fitbit. Got the versa 2 days ago. Regretting it immensely. I loaded a watch face. Now it's saying I need to pay to use it - greedy much? I'm shocked at the cheap greed of charging for clock faces. It's locked my clock face until I pay or find a free watch face - but the clock gallery does not work!... Fitbit watches aren't cheap. I doubt I'll buy one ever again. But hey, I'm sure the current CEO won't care - he'll probably be gone with a fortune before this failure affects sales. This versa will trash the fitbit name if it's not sorted within days. My $300 watch has no face. Like, hello! Failure.

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Yeah I’m so dumb I paid for the clock face after trial expired thinking it would fix it, WRONG can’t even enter my purchase code anywhere! I asked lignite.me for a refund and they said they have nothing to do with this problem! 

its strange how this device has problem only a day after I purchase it! 

[Rubyannboris]

And me!! It was working for a little bit last night but stopped now....so frustrating.

[FitBas]

I wish I would see the clock gallery! Only screen I have seen on my Versa after buying and setting up is the clock error screen...

[Lyrik]

So after paying $300 for a fitbit we then have to buy a watch face?!? Are you serious fitbit?? IF the versa is ever fixed and I have to pay for a watch face I will be done with fitbit!