Unable to add music, apps or change clock-face.

[Teresajomi]

I have been attempting to set up my Versa. I have been able to register it with my account and sync activity, but that is it. I have been receiving notifications on my Versa. Basically anything in the regular fitbit app for my profile, I am able to do.

Here is what does NOT work: setting up music, editing apps, picking a clock (currently stuck with "clock error" default clock) or any kind of personalization. Every time I try to set one of these up, the fitbit app on my tablet says my Versa is not connected to the internet. I've attempted on two computers as well, which are unable to connect with the Versa as well. 

I'm willing to try anything at this point. Please, if you have any thoughts I would truly appreciate the help. Its been almost 18 straight hours of me trying to crack this - I've even gone so far as to uninstall  & reinstall the drivers for my bluetooth on my computers.

Moderator Edit: Clarified Subject.

[MarcoGFitbit · Accepted solution]

Hello @Teresajomi, have a warm welcome to the Fitbit Community, it's great to have you on board. 

I appreciate your participation in the Forums, for sharing your experience and for letting us know the troubleshooting steps you've tried so far. First of all, I would like to suggest you to try changing clock-faces or adding new apps with a different internet connection, also make sure you don't have a child-block or a VPN enabled when trying to change clock-faced or add apps or music, as they will interfere with the process. 

If you don't have enabled any of those and you're unable to change clock-faces or add apps with a different internet connection, my best recommendation is to set up your Versa as a new device to reset the connection between the watch and your phone. Don't worry, none of the information already stored in your account will be deleted. 

To set up your Versa as a new device:

1. Go to the Bluetooth settings on your phone and check if your tracker is on the list of paired devices. If it is, tap on it and select Forget this Device.
2. Open the Fitbit app and tap on the Account symbol at the top right corner of the screen, then tap on "Set up a New Device"
3. Choose your tracker and follow the onscreen instructions to continue
4. When the app asks you to replace your current tracker, please replace it and continue with the process.
5. When a pop-up appears asking you to Pair your tracker to your device, tap on Pair and continue.

I hope this can be helpful, if there's anything else we can do for you, please feel free to reply. 

[SunsetRunner]

I am not able to change my clock face.  It is set on layers and there is no other choices other then change color theme.  When I try to change that it doesn't change either.