Versa won't install Clock Faces and Apps

[MadelineGoulddd]

I have a fitbit versa and I am trying to change the clock face and access apps. When I go to the Fitbit app and try to click on the clock faces and apps they show the loading symbol but they are not showing up. Does anyone know how to fix this?

Moderator edit: updated subject for clarity

[SunsetRunner]

Hi @MadelineGoulddd , restart your Versa three times in a row by pressing and holding the left and right lower buttons together untill you see each time the Fitbit logo and release the buttons. After that, sync again with your Fitbit app and see if you now can get to the clocks and apps section. Erik

[MadelineGoulddd]

Thanks so much for the idea, however it did not resolve the issue

[Madhornist]

I tried this as well, and it didn't work for me either.  To be clear, this is occurring at the point of selecting the clock face, not when you're loading it onto the watch. So unless there's some weirdness with the app that requires communicating with the watch when you're just looking at clock face options, resetting the watch shouldn't really help.   And it doesn't.  The problem is with the app.  In my case, it's the Android version, if that helps.

[SunsetRunner]

Hi @MadelineGoulddd , try this: on your Versa swipe to the  apps page and choose clocks. Choose the  one you want and it should change it. Works for me. Erik

[Madhornist]

Are you talking about a "clock" app on the watch itself? Because my Versa doesn't have a "Clock" app. Nor do I see one on my phone app to install.

[SunsetRunner]

Hi @Madhornist , do you have a Fitbit Lite? Erik

[MadelineGoulddd]

Yes that's exactly what's happening! Thank you so much for understanding.

[Madhornist]

Nope, just a regular Versa. Not a Versa Lite, nor a Versa 2.

[SunsetRunner]

Hi @Madhornist , if you do not have have the clocks app on your watch, nor within your Fitbit app, your  Versa  is not compatible with this app. Try this: go to the Apps page and press all apps and search for Clocks. If that not shows up on the list, unfortunately it does not work with your Versa, probably only with the Versa 2. Erik

[Madhornist]

Well, I just looked at the entire app list on my phone app, and there is no "Clocks" app listed. So I guess that must be a Versa 2 thing.

So the problem still needs to be resolved.  Anyone else?

[SunsetRunner]

Hi @Madhornist , if you do not have the Clocks app available for your Versa, this problem cannot be resolved. Erik

[Madhornist]

Then why even have the clock face option on the phone app? That doesn't make any sense. Are you sure about that? Do you work for Fitbit, or is this just based on your personal experience?

[Madhornist]

Okay, I've done a bit more research. I don't know if this has anything to do with it or not, but I figured it can't hurt to ask.

My phone is running the mobile app version 3.4.2. Since it's an Android running OS 6, this appears to be the latest version available for this phone. So I'm wondering if there was some recent change on Fitbit's side that has disable clock face loading for the Fitbit app 3.4.2 (either unintentionally or out of necessity for updating the more advanced versions).

[MarreFitbit · Accepted solution]

Hello everyone. I apologize for the delay in my response. I'm sorry to hear that you're having issues installing clock faces on your Versa smartwatches. I appreciate all the steps you've done so far to get this fixed.

I must say that I really appreciate all of you are helping each other. Said so, if you're still having trouble installing clock faces, please try the following:

1. Make sure mobile app and firmware version are up-to-date.
2. Restart your smartwatch once gain.
3. Switch to another clock than the one you want to switch to using the clocks app, as well as in the gallery choose the same clock face. Once syncs complete, it should get past the switching state.
4. Restart the Fitbit mobile app: Force close Fitbit app & relaunch the app.
5. Restart Bluetooth
6. Trigger a regular sync.

If these troubleshoots, don't work:

1. Restart mobile device again.
2. Unpair and pair again (especially if you're android user). 
3. Factory reset your Fitbit as a last resort, but please make sure to sync before you perform a factory reset and then make sure you remove your Fitbit from the Fitbit app and phone's Bluetooth settings. After following these recommendations, you can go for the factory reset.

Hello @Madhornist in regards to your last post, I wondered if the mobile device you're syncing with is included in our list of supported devices? You can see the list at: Which phones and tablets can I use with my Fitbit watch or tracker?

Fitbit products are compatible with most devices that have the following operating systems: Apple iOS 12.2 and higher, Android OS 7.0 and higher.

Please keep in mind that when a device is not supported and does not meet the require OS we cannot guarantee its functionality with the Fitbit app. It might work at a certain time and then it can stop working out of nowhere after an update. This is because the app is not optimized to that device and any change could impact the performance.