Can't load clock face on Sense

[Sezyboss]

Can anyone help please. I've got the sense fitbit and every time I try and load a new clock face, it either keeps ticking over forever or comes up as unable to load. 

I have reset the watch, uninstalled the app, turned my phone off and on, forgot the Bluetooth and reconnected and it still doesn't work!! 

[SunsetRunner]

Did you connect your Sense to your wifi? Installing apps and doing updates are far quicker.

[Sezyboss]

Thank you so much for replying. I am connected to my WiFi but still nothing!! It looks like its downloading but stays like it for ages and then says error and it won't let me click off it. So frustrating 

[Sewfun]

Sezyboss,                                                                                                         Restart phone and Sense. Turn off phone bluetooth. Restart  bluetooth and pair Sense to phone. Try syncing before loading clock face. Make sure you have a slot for a new clock is open (you can store up to five in your Sense). Unsave a clock face if you need to then load clock.

 If downloading from Fit face, go into All Clocks tab. Search FitFace Install One Clock face selection. Press select. Go into settings under rate this item. You will have choice to select another design or log in to fit face collection. You can demo and/or buy the clock face. Go back to fit face page. Press refresh near bottom of page if your selection does not appear. I am changing clock faces all the time. Sometimes it's effortless, sometimes not. Hope this helps.

[LizzyFitbit]

Hi @Sezyboss and @Sewfun, welcome to the Community Forums. @SunsetRunner, thanks for your great help!

@Sezyboss, thanks for your efforts while troubleshooting your watch and for trying the suggestions posted in this thread. I'm sorry that you're going through this situation. While you should be able to change the clock face on your watch without these issues, may I know the name of the clock face that you're trying to install? Have you had the same issue with other clock faces or apps? Also, may I know the model and OS/version of your phone?

In the meantime, give a try to the tips posted by @Sewfun above and let us know how it goes.

I look forward to your response.

[sinco]

Same with me. After the watch restarts and the Samsung Galaxy S10, it works. If not so hard reset the watch. The watchfaces is ok, I use it.

[Sezyboss]

Thank you for your reply. I have tried all of the fitbit clock faces and none of them will install. At the moment I have the SPO2 and I have just tried to change it to the Bitmoji without success. I have also tried all of the 5 saved as standard in my clock face window and none of them will work. Even when I have uninstalled the app, restarted my phone, restarted the fitbit and set it all up again, as soon as I go into the clock face screen, it asks me if I want to continue or cancel. If I press continue it keep flashes up as an error and I cant click anything else. If I press cancel and try another fave, it still tell me error 🤦🏼‍:female_sign: My phone is a Samsung 10+ but I have also installed the app onto my Ipad pro and it does the same thing. Any help would be much appreciated 

[NguyenKhuu]

Same with me, can't switch from SpO2 to other clock faces by using either clocks app on Sense or on Smartphone (Samsung Note10, Android 10), showing error msg "Some applications did not finish installing. Do you want to continue installing from now? <Later> or <Continue>". Selecting <Continue> causes endless "Switching..."

I tried all below

- unpair Sense, on-off Bluetooth

- shutdown/restart Sense

- restart smartphone 

- clear all cache data, reinstall fitbit app

- setting Sense as new device 

But it doesn't help. 

Probably I should try to perform a factory reset of the Sense 🤔!?

Ps: Clock face that I intend to switch to is Fitbit "Sundial" face

Ps2: Can't wait any longer and I did a factory reset. The Sense has been successfully reset with default Fitbit Spectrum Clock Face. However I don't see it as a solution for the reported problem. It seems there are issues with SpO2 Clocks Face or with the ways SpO2 data is currently measured & collected via SpO2 Clocks Face. I think that Fitbit team should design/find a different method for SpO2 data measurement & recodring!    

[Sezyboss]

I literally tried everything and nothing worked so I did a factory reset only for my phone to refuse to set it up and kept saying it couldn't find it 🤦🏼‍:female_sign: I set it up on my iPad pro which was easy but then it wouldn't refresh on my phone app at all!!!! 2nd factory reset, uninstall the app again, turned off phone, turned off Bluetooth and started again and YAY it worked!!!!!! I have even been able to change the clock face. It only took 2 hours today too 😂

[LizzyFitbit]

Hi @sinco and @Sezyboss, it's good to see you around. @NguyenKhuu, welcome on board.

@sinco, thanks for the steps tried on your own and let's work on this together. Just to confirm, is the Fitbit app updated? Also, have you made sure to turn off other Bluetooth connections nearby? If that's correct, let me recommend to remove your Sense from the Bluetooth settings, force quit the Fitbit app, reboot your phone, restart your tracker, open and sync with the Fitbit app. Once it's connected, try changing the clock face one more time.

@NguyenKhuu, thanks for sharing detailed information about your Sense and the steps tried prior to posting.  I'm sorry that you're going through this experience. Our team is always gathering the feedback shared by our members to improve our products, and yours won't be the exception. Because you mentioned to have got the Spectrum clock face after the factory reset, may I know if you're able to change it either from the Fitbit app or the Clocks app on the watch? Please confirm this with me so I can continue helping you.

@Sezyboss, thanks for getting back with the requested information and for your efforts while troubleshooting your watch. You did an awesome job and I'm glad you were able to change the clock face on your Sense. I'm sure other members will find your post very helpful.

I look forward to your comments.

[NguyenKhuu]

Thanks @LizzyFitbit for your reply. After factory reset, the clock faces now can be switched over smoothly.

[LizzyFitbit]

Hi @NguyenKhuu. It's great to see you here again.

You're welcome and thanks to you for keeping me posted. I'm glad that you're able to switch your clock faces correctly and I hope you continue enjoying the experience with your Sense. If you have time, check the Health & Wellness board where you can find tips and encouragement to reach your fitness goals.

[znasir]

I selected a clock face and it just keep trying to load from the app to my Sense! I restarted the watch and deleted/reinstalled the app on my phone but nothing happens! Because it is trying to load, my sense will also not sync to the app.

[westsidekilla1]

I've had problems with that before too, even with watch faces I've purchased. It's like it'll just get stuck and not change the watch face. Closing the app or selecting a different watch face and then selecting the one I wanted works sometimes.

[znasir]

Thank you for the information - much appreciated! Your comment about purchasing watch faces is also a “peeve” of mine. There were so many faces available for free before; and now everything is basically a purchase!

[MrsJ_Roth]

I am having the same problem.

I click on clock faces and it reads, "Continue installing?  Some applications did not finish installing.  Do you want to continue installing them now?" And it gives me the choice of "later" or "continue"

Clicking on "continue" the virtual sense watch face shows "Switching..." and  the red line moves from left to right and back again several times and then errors out with the message of, "Unable to install.  Install failed, please try again later."

I have deleted the Fitbit app from my phone and downloaded it again.  I "forgot" the sense and then had it reconnect it from scratch. I rebooted my watch, I rebooted my phone. I can sync my sense but I can't change or finish loading anything.  Nothing in "my apps" shows that it's trying to download, so I don't know what's trying to install?

I have the Fitbit Sense.  My phone is a Samsung Galaxy s9.

Thanks! Jessica

[westsidekilla1]

Yes, the Sense can be a pain at times. Very buggy watch that I hope can get fixed. I've factory reset mine 3 times total now. It seems to be working the next it ever has before now.

[LizzyFitbit]

Hi @znasir and @MrsJ_Roth, welcome to the Community Forums. @westsidekilla1, it's nice to see you here.

@znasir, I've moved your post to this new thread so we can keep our forums organized. Thanks for the steps tried prior to posting and just to confirm, are you able to change the clock face of your Sense? While you've been working on this, let me recommend to remove your watch from the Bluetooth settings, force quit the Fitbit app, reboot your phone, sync with the Fitbit app and try changing the clock face one more time.

In regards to your other question, please let me clarify that all clock faces made by Fitbit are for free. However, some clock faces may require a one-time activation fee to a developer. If an activation fee is required, you'll see a message on the clock face description. If you wish to have more clock faces, you can share your idea in the Feature Suggestions board so our developers can take it into consideration for new updates or product development. You can also get in touch 

@MrsJ_Roth, thanks for sharing detailed information about the steps tried on your own. Nice way to start! Because the same keeps happening while trying to change your Sense clock face, I've contacted our Support team and forwarded your posts so they can create a case on your behalf. Due to recent events affecting our operations there might be a delay in their reply, however they'll get in touch with you soon to provide you with further assistance.

@westsidekilla1, thanks for stopping by to help other members and for your thorough feedback.

See you around.

[MrsJ_Roth]

Are we talking a week or more?  I'm already going on a month of not being able to use my fitbit properly because I can't use the SpO2 Tracker Clock Face because I can't load a clock face on to my watch.  It's getting tiresome waiting for a company that doesn't seem to care since it's been almost a month since I've contacted them (in several different ways).

[LizzyFitbit]

Hi @MrsJ_Roth. Welcome back.

Thanks for getting back. I understand your point of view and I'm sorry that you're going through this experience with your Sense. While I don't have a time frame when our Support team will get in touch with you, be sure that your case is on good hands. In fact, I was told that it's under review and they'll send you an email with more details soon. If you need anything else, you can always let me know so I can help you with that.