Issues while installing a new clock face or app

[Gwenddoleu]

Hello,

I meet problems when I want to switch the clock or install a new app. Almost every time there is a message telling that it's impossible to install the clock/app, that I must try later.

If try again and again and again, then after several attempts it does work at last. But what a pain! I don't know where the bug is, if it's related to the smartphone app or the watch, but it's really annoying and must be fixed asap.

Thank's for any workaround or tip 🙂

Moderator edit: subject for clarity

[AlejandraFitbit]

It's great to see you around @Gwenddoleu.

Thanks for troubleshooting this by yourself. About the error you are receiving, could you please provide me with a screenshot of it by following the instructions provided in this post?

Are you receiving this error with one specific clock face, app or is it happening with others? You can always take a look at the How do I change the clock face on my Fitbit device? and How do I install and manage apps on my Fitbit watch? articles and follow the steps there. I recommend making sure that your WiFi connection is strong at the moment of making changes to your Versa.

If the issues is specifically with syncing, follow the steps provided in the Having trouble syncing? post.

Let me know the outcome. 

[Gwenddoleu]

Hi! Thank you for your fast answer. I'm occupied for the next fews days, I will send you a screenshot at the beginning of next week. I can already answer this: the problem is present with all clocks or apps but happens randomly. It also happens even when I'm just near the wifi router, but I suspect something in relation with Internet connection, perhaps my phone? (Huawei Mate 9 with Android 8.0).

Regards.

[Gwenddoleu]

Ok, here are two screenshots. This morning I could switch the clock after the second attempt. First I had the error, then I came back and it automatically finished the install successfully.

I suspect the problem come from Internet connexion cuts ; but where are these "cuts" ? Between the Versa and the router? Or between the Versa and the phone?

fyi my internet connexion (router) works totally well, so the bug comes either from the Versa, or from the phone (software related).

[AlejandraFitbit]

Thanks for the update and for the screenshots @Gwenddoleu.

I am glad to hear that the clock face issue has been resolved. Regarding your inquiry, keep in mind that you need to have a compatible mobile device in order to connect properly your Versa with it. If you haven't take a look at the Why won't my Fitbit watch connect to Wi-Fi? article, I recommend doing this and follow the steps there.

Hope to hear from you soon. 

[Gwenddoleu]

Hum... Sorry but the problem hasn't been solved! I should be able to switch the clock or install apps in one step, without error messages, not relaunching from 2 to 7 seven times the app until it's done...

I suggest developers to look on Huawei devices, to see if the problem is related with these phones. Thank's.

[AlejandraFitbit]

Thank you for the clarification @Gwenddoleu.

Regarding the issues you are experiencing while downloading an app or a clock face, I just want to let you know that our team is aware of this and is working in finding a solution. I appreciate your patience while we solve this.

Keep me posted. 

[GeordieGill]

Same problem here with LG G5. Any Fitbit clocks take 5 or more attempts to load, and I have not yet managed to install any non-Fitbit clock at all.

The internet signal fine, yet I occasionally get an internet error (translation of the French message the other user here posted), but not always. Sometimes the app just keeps trying for ages and eventually hangs, giving a 'failed please try later' note with no explanation. Meanwhile the Fitbit device says 'Clock error'.

No screen shots I'm afraid. I've finally installed a Fitbit clock. It's not the one I wanted, but at least it's working so I'm not going to jeopardise that!

[casper1599]

fitbit versa will not load clock whats the deal.

[Anoif06]

You may have resolved this but I found by turning wifi off on my phone I was able to download the clock face.

[Heatherbossmom]

I'm having problems downloading any face or clock 

[Krysk24Kry0]

5 years later,  STILL not resolved. What's up with this Fitbit??