Unable to install clock faces or apps on Sense

[Criss8]

I love Fitbit, but I'm having a very frustrating issue where I can't actually download other faces or apps for my fitbit. I had a Fitbit inspire HR and I had this problem when I tried downloading clock faces saying "oops, seems like there's no internet connection". I've tried turning off my WiFi and just use 5G and didn't work, and also it didn't work with WiFi either. I now have the Fitbit sense and I'm having the exact same issue. I've got the newest version of the app. Pls help 😢

Moderator Edit: Clarified subject

[Guy_ · Accepted solution]

Hi @Criss8  - see No internet connection 

The message might be misleading.

[DramaQueenDiva]

It may also be useful to check and make sure your phone is connected to the internet. If it is, then we know the problem is with the app and not the phone. If the phone isn't connected, then we know the issue is with the phone.

[Criss8]

I checked the private DNS on my phone and that was turned on. After I turned it off it started working. Great advice, thank you. 

[Criss8]

I appreciate you trying to help, but I literally said my internet was on the whole time. WiFi or 5g. 

[Guy_]

@DramaQueenDiva- for info, check the text in No internet connection - there is also a different case which erroneously gives "oops, seems like there's no internet connection" when the phone connection is fine.

It is a most misleading message because that is not the problem. What causes it is unknown but it's not a problem with the internet connection.

In this case it was private DNS. This is because in recent versions of the Fitbit App the type of connection can be problematic even though everything else is working fine.

I tried to post the details about the erroneous message in the hope to get some more feedback and to inform people of it but the posts kept being deleted, so gave up.

But it seemed linked to the account or device, such that logging on using a different [working phone] with the same account the problem still appeared.

Using a different account on the same phone but with a different device the problem went away.

So it definitely wasn't a phone problem, despite the message.

[GordonBelyea]

I turned off my private DNS on my Samsung A52g, and bingo! - into the gallery. Go figure.

Thank you,

Gordon