Versa 3 is asking me to download the SpO2 clock face and app again

[StevieTippetts]

My spO2 stats have dropped out all of a sudden. When I check the stats it tells me to download the spO2 clock face and also the tracker. My versa3 has been tracking perfectly up until now. Any thoughts?

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @StevieTippetts. Welcome to the Community Forums. Thanks for the details provided in your post about the issue with your Versa 3. I understand where your concern is coming from. 

It seems like either the SpO2 app or SpO2 clock face has been uninstalled. Have you checked if the SpO2 app is still installed? 

Keep the following in mind to make sure your Fitbit device successfully measures your SpO2 values:

• Your device doesn’t retroactively measure your SpO2 values. After you install the clock face, you’ll see dashed lines until after your next sleep session.
• Charge your Fitbit device to make sure it’s able to collect data throughout your entire sleep session. Note that you may have to charge your Fitbit device more often when using the SpO2 Signature clock face.
• Your Fitbit device must sync with the Fitbit app before the clock face updates. Note that it may take around an hour for your SpO2 values to appear after you sync your device. For troubleshooting syncing, see Why won't my Fitbit device sync?

• Turning off any clock face permissions can cause the clock face to stop functioning. To check these settings:

  1. With your Fitbit device nearby, open the Fitbit app on your phone or tablet.
  2. In the Fitbit app, tap the Today tab > your profile picture > your device image.
  3. Tap Clock Faces.
  4. Tap the SpO2 Signature clock face.
  5. Tap Permissions. Turn on any permissions you turned off.
  6. Tap Details when you're done making changes.

• Your Fitbit device must be able to consistently track your SpO2 data:

  • Wear your device slightly higher on your wrist.

  • Make sure your device is in contact with your skin.

  • Your device should be snug but not constricting.

  • Tattooed skin can impact the accuracy of the red and infrared sensors on your Fitbit device.

Hope this helps. 

[StevieTippetts]

Thanks for the response. However, when I try to download either the clock face or spO2 app, the screen freezes with the spinning wheel. The wheel icon actually freezes.

I downloaded a o2 clock when I first got the watch in December which is my usual display. When I look for o2 clocks in the gallery I don’t seem to be able to locate them.

When I try to reload the o2 tracker it allows me to select permissions and when I hint”install” I get a brief red progress line for a fraction of a setting and then it returns to the screen telling me to install the app.

It’s like it is stuck on a loop.



Kind regards

Steve

Sent by iPhone from somewhere in the Ether...

[MarreFitbit · Accepted solution]

@StevieTippetts Thanks for the details provided in your last post. 

Please restart your Versa 3 suggested here How do I restart my Fitbit device? and try again.

If the issue persists, please follow the steps below:

• Unpair your Versa 3 from your phone's Bluetooth and also make sure it's no longer connect to your Fitbit app. 
• Force quit the Fitbit app.
• Turn off the Bluetooth.
• Shut off your phone and turn it on after 1-2 minutes.
• Turn on the Bluetooth.
• Set up your Versa 3 again.
• If there is no connection, restart your Versa 3.
• Try installing the SpO2 app on your Versa 3.

[StevieTippetts]

Follwed your instructions.
Unpaired it, re-paired it. Hard reboot, forgot the device and set up from scratch.

To no avail. As soon as I tried to download a clock or to download the spO2 tracker the display goes white and the wheel freezes on the health metrics screen.

I hit the bottom left button (“today”) and it goes back to the usual app display.

Scratching my head now…..



Kind regards

Moderator Edit: Personal info removed

[MarreFitbit]

@StevieTippetts I appreciate you had followed the tips and recommendations provided above.

At this moment, I’ve reached the limits of what I can do for you here on the public community forums. The best way to get help for this problem is to chat with us online or give us a call. Click here to get connected.