Fitbit app clock and app settings screens are blank

[Fozeyl]

Hi Fitbit,

I need assistance with an issue being experienced on my iOS app. As per the title, when I try to enter clock face settings or Versa App settings the screens are completely blank.

I have tried the following:

- restart the Versa

- factory reset the Versa

- Delete and reinstall the Fitbit app

- remove and re-add the Versa 

- restart my iPhone 

The settings screens were working but suddenly stopped. The Versa, app and iPhone are all on the latest versions of software / app version.

please help, my Versa isn’t even a full day old yet 😞

Moderator Edit: Clarified subject

[JonDavidL]

Someone else!!  I've been trying to figure this out all week.  I use an iphone 7 on ios 13.3.1, running the latest version of the Fitbit App. I cannot get the "all clocks" page to load for my Charge 3.  When I click on "all clocks", I either get a blank page or "sorry an error has occurred ..."  It appears my issue isn't isolated. 

[LizzyFitbit]

Hi @Fozeyl. Welcome to the Community Forums.

Thanks for sharing that the Fitbit app isn't working correctly, as well for the troubleshooting steps tried prior posting. You did a good job! Since everything is updated to the latest version, may I know if you've also tried to force quit the Fitbit app and reboot your phone? Also, have you tried checking these screens on your phone connected to mobile data instead of WiFi, or the other way around?

Please provide me with your phone's model and OS version. Additionally, take a screenshot of the blank screen and share it with me so I can further investigate. Here you'll find instructions to attach it in your reply.

I look forward to your reply.

[JonDavidL]

@LizzyFitbit I know this wasn’t directed to me but here is what my page looks like after a few seconds of “all clocks” loading:

 I’ve deleted app. Rebooted phone. Logged out of app. Unpaired and repaired tracker etc. I’ve done it all. 

[LizzyFitbit]

Hi @JonDavidL. It's great to see you here.

Thanks for sharing that you're having the same issue with the Fitbit app, as well for the screenshot. Great job with the troubleshooting steps! Just to double check, does the same happen when connecting your phone with mobile data instead of WiFi?

Keep me posted.

[JonDavidL]

Yes. I tried it when I was away from wifi yesterday and the same thing happens via cell signal. To throw another issue in the mix, when I switch out my Charge 3 for my Versa 2, the "all clocks" page loads instantly for the Versa 2.  Switch out the Versa 2 for my Charge 3 and "all clocks" is totally blank or "sorry an error has occurred ..." pops up.  Weird. 

[Fozeyl]

Hi Lizzy,

thanks for getting back to me. The screenshot is the same as what Jon posted, however it seems like my issue has been fixed itself (I’ll explain in a second).

for the record I have an iPhone 11 Pro Max with the latest iOS release installed.

after I had made this post last night, I disconnected from the Wi-Fi and tried again and to my surprise, all was working. I tried on my work Wi-Fi today and the settings and watch screens worked as well (it wasn’t working yesterday). I’ve tried now with my home Wi-Fi and that works too.

Not sure if this will help you at all.

thanks again!

[Fozeyl]

Hi Jon,

I don’t get that issue with my Charge 2 at all. It seems to me like it’s network related and won’t connect and load the settings / watch screens if there’s latency at all.

of course I could be totally wrong but on my side everything has been resolved. Maybe connect to a super fast and super reliable business Wi-Fi network (I know Starbucks has great Wi-Fi) and see if you have any luck from there.

really hope this gets resolved for you as I for know how frustrating it is. All the best.

[JonDavidL]

@Fozeyl Thanks! I’ll try different locations and see. Never had this problem before. Glad you got yours working. 

[JonDavidL]

@LizzyFitbit Here’s the other screen I get if I don’t get the blank one.

 

[LizzyFitbit]

Hi @JonDavidL and @Fozeyl. I'm glad to see both of you again and I'm sorry for the delay.

@JonDavidL, thanks for the screenshot with the error message, as well for your efforts while trying with your WiFi network. While it's odd that this happens just when having your Charge 3 connected and not with your Versa 2, could you please try the suggestion posted by our friend Fozeyl? You can also try turning Off your WiFi, enabling and disabling airplane mode, then turning back on your WiFi and going to the clock faces/apps screen. Let me know how it goes.

@Fozeyl, thanks for keeping me updated as well for sharing the steps that worked for you! I'm glad that you're now able to change the clock face and apps without any difficulty and I'm sure your suggestions will help other Community members. Happy stepping!

See you around. 😊

[JonDavidL]

@LizzyFitbit Thanks for checking back.  Everything started loading fine this past weekend. I didn't do anything different, just woke up, checked the "all clocks" and they were all there.  They've consistently loaded for days now, so it looks like what ever server issue was going on has been corrected. Fingers crossed! 

[LizzyFitbit]

Hi @JonDavidL. It's always great to see you here in the forums.

Thanks for the update! It might be a server issue that was corrected, or maybe your Charge 3 loved its clock face that much to have it changed. Anyway, I'm glad that the clock faces and apps settings are now working well.

In case you have time, let me invite you to the Health & Wellness board where you can make friends, find great tips to reach your goals and share your success stories. If there's anything else I can do for you, please keep me posted.

Keep up the super stepping! 😎