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!

[dianewordsmith]

@Versa-Owner, I actually marked it as solved as I posted the original question. My question was whether other users were having similar issues, as I wanted to make sure it wasn't just a problem on my end. Several other users indicated they were indeed having the same problem. I marked the first response with "solved" as that is usually how these user forum works. You give a nod to fellow users for answering your questions. My marking the question as solved has no bearing on whether the overall issue is resolved, though at one point yesterday the gallery was working again. Apparently it's on the fritz again. 

[jacmilazzo]

I called the support number, must do from mobile app, and was told the engineers were working on a fix.  He sent me an email with the case number and asked that I reply with a picture of the error message on my watch.  I suggest everyone do the same.  The more calls about this the better.  He didn't act like they got many calls.

[VeryUnhappyOz]

What a Joke!

I bought a new Versa for my wife as a birthday present and I cannot get it to work!

Just keeps coming up with Clock Error whenever I try to do anything. 

When I spend $300 I expect it to work!

[JonathonBarton]

Katie,

I work in IT, and am familiar with how these things generally go..

It's 8:20am at Fitbit Headquarters. While they had people working on the issue overnight, it wasn't the full staff - they probably had a conference bridge open overnight with just the 'on-call' people on it, trying the "easy" solutions. Now that it's after 8am at HQ, the full staff is in the office, and there are a LOT more people working on getting it resolved. 

[Yvette-NS]

I’ll def make a call.

[8STRING]

Banner at top of help.fitbit.com page:  We are working to resolve an issue affecting device functionality, including syncing, setup/firmware updates, and downloading apps/clock faces from the App Gallery. Thank you for your patience while we work to get this resolved quickly!

[katiemaschka]

I have already chatted with TWO different people. I am so pissed.

Get Outlook for iOS

[katiemaschka]

I sure hope so.....

Get Outlook for iOS

[8STRING]

Banner at top of help.fitbit.com page:  We are working to resolve an issue affecting device functionality, including syncing, setup/firmware updates, and downloading apps/clock faces from the App Gallery. Thank you for your patience while we work to get this resolved quickly!

[lavvono]

Really disappointed, versa not working at all. Thanks for info.

[JonathonBarton]

*shrug* 

You be you. You're returning a device that's supposed to (and does) monitor your heartrate and activity because you can't change the clock face?

FWIW, I've had my Ionic for a few weeks now, and my clockfaces aren't working either. It's not your Versa that's the problem - you'd planned on keeping this device for years - why are you sending it back after hours? (overnight, when most of the US was sleeping, at that?)

[dianewordsmith]

@Lyrik, there are many clock faces in the gallery that are free — including all of the Fitbit designs — but Fitbit also allows developers to design their own faces and offer them in the gallery. Some of these developers charge a fee for their work. You just have to look at the description on the face before installing it to see if there's a fee. 

[Brendisue]

I have the same issue this morning with my Versa.  I got my Versa on Saturday and everything was working fine until I tried to access the weather this morning and it said I needed to sync with my mobile app but the mobile app doesn't show that there are any apps available.  It just spins.  I am using IOS.  My guess is that it is an issue with the mobile app.  I just saw via the Chat feature on the website that they know there is an issue.  It states, "We are working to resolve an issue affecting device functionality, including syncing, setup/firmware updates, and downloading apps/clock faces from the App Gallery.  Thank you for your patience while we work to get this resolved quickly!"  Sounds like this is not a specific FibBit product issue but over all products. 

[lavvono]

By the way how did you contact customer service? Please let me know by email olavvon@yahoo.com. Thanks

[Sharper4]

Mine is the same.  Pretty sure it is the clock face issue everyone is having.  I think we all are trying to set up at once and crashed the site.  I got lucky last night and got in for a minute and got a clock face. Just keep trying I think.  They will get it fixed sooner or later. 

[Maymie]

Just chiming in as another unhappy customer over here! Yes it’s still tracking my stats, but I bought the versa for the whole user experience, which has so far been a big let down. I might as well have stuck with my charge 2. 

[newmember888]

I don't see a notice in red on the top of this page...

[VersaSpecialEdi]

Trying to be patient!  Hopefully there will be better clock face options once they fix this server issue 😂

[swex]

No clock available! Same problem did a trial on clock face by Lignite. Paid after trial than no clock face! Fitbit server issue???

[felixwonders]

Not very impressed either. I got the Versa yesterday. I was very excited and expected A LOT. I must admit I'm rather disappointed. I have all understanding for tech problems (no clock faces, no apps ...) but I don't understand why they don't communicate properly. A message with some explanation would be great(ly appreciated). Even if they don't know what exactly is going on.