Sense 2 not able to change clock face

[andrealim]

My sense 2 used to be able to use the photo clock face but would often glitch and turn to a black screen background. Now I don't even have the option to change the photos? This is for both free fitbit and non fitbit clock faces.

 

 

Moderator edit: clarified subject.

[ManuFitbit]

Hi @andrealim. A warm welcome to the community forums. 

Thank you for sharing the inquiry regarding your Sense 2 and for sharing with me the screenshots.

Please, try to restart the device as indicated here: How do I restart my Fitbit device?

Oftentimes, a pending update can cause these glitches. 

Please take a moment to confirm that your device doesn't have any pending updates. Check out this article:

Update your Fitbit device

[andrealim]

I have tried everything including restarting both my phone and the app and both are up to date. The app itself doesn't have the "settings" option under the clock face to edit the photos.

[LZeeW]

@andrealim   I can see what you’re describing.  You should be able to see both CUSTOMIZE and Settings options.

@Gondwana created that clock face and is a Product Expert.  I tagged him and I hope he can help you, without you having to delete, then redownload the clock face and start from scratch.

[Gondwana]

@andrealim Thanks for reporting this. I'm the developer of that clockface. Unfortunately I no longer have any Fitbit devices to test it with, so I'll get a friend to help me to investigate. Someone else reported a vaguely similar issue recently, but didn't provide enough info to help. The clockface itself hasn't changed in years, so I'm wondering whether the issue lies elsewhere. Watch this space...

@LZeeW Thanks for @ing me!

[LZeeW]

@Gondwana   @andrealim   I downloaded it for my Sense 2 and see this:

I have the customize and settings options I mentioned.  My Sense 2 says to use the Pix setting to select, etc.

[Gondwana]

@LZeeW Thanks heaps. 'CUSTOMIZE' was the first thing I was going to look for. When you select that, do you see settings for selecting photos to display?

I'm wondering whether my terminology might be confusing, since that screen isn't reached via the operating systems 'Settings' app, but via 'CUSTOMIZE' within the Fitbit app.

I also wonder if the problem lies outside of this particular clockface: "This is for both free fitbit and non fitbit clock faces" suggests a broader issue.

[Gondwana]

@andrealim:

My wife tested Pix and was able to get it working. If you touch 'CUSTOMIZE' as shown in @LZeeW's screenshot, you should see a screen like that below.

I'll admit that this clockface's user interface is confusing. It took me a while to work it out. There is some guidance here and you can contact me privately here if you want to.

Pix should never display a black screen. Even if you send your watch a black picture, the time (etc) should still be visible unless you set all of that stuff to black as well. You probably didn't do that.

[Gondwana]

PS. Fitbit watches have been known to forget about an app's permissions from time to time. This might possibly interfere with 'CUSTOMIZE'. There is a way to re-approve the permissions without removing and reinstalling, but removing and reinstalling would be more thorough. If you're using the paid version of Pix, you can reinstall it without paying again.

[andrealim]

Yeah, for my sense 2, the problem not only lies with the clock face created by you, but rather all customisable clock faces all do not have the customisation button. I have tried logging out and restarting the app and watch but to no avail.

[andrealim]

Yup understand, my fitbit used to show this option but now it doesn't.

 

[Guy_]

Hi @andrealim - just in case, you can only customise the active clock face.

On the image shown press Select and wait for the watch to change to that clock face, which of course it will only do if it is syncing properly.