Unable to complete setup on Android device

[jshemansky]

Hi, 

I have been trying for two weeks now to set up my new Ulta HR and have pulled up the app.  My phone and the Ulta HR were fully charged and I completed the set up on the app.  Unfortunately, with multiple tries, all that is happening is that it continues to say set up failed and my battery on my phone continues to get drained with something I haven't been able to use.  

Why is this happening?

Moderator edit: updated subject for clarity

[LizzyFitbit]

Hi @jshemansky, welcome to the Community. I'm glad to see you here! I'm sorry for the delay in my reply.

I'm sorry that you're experiencing this situation, and thanks for your efforts while setting up your device. I'm here to help you out. Just to clarify, do you have the Fitbit Ultra or the Fitbit Alta HR? May I know your phone's model and OS version? Is the Fitbit app updated to the 3.0 version?

In the meantime, let's try the following steps:

1. On your phone’s settings, tap on Apps > Fitbit > Storage > Clear Cache.

2. Then, go back to the previous screen and tap on the option “Force stop”.

3. Turn off other Bluetooth connections that are nearby.
4. Reboot your phone and restart your Fitbit device.
5. Open the Fitbit app and try the setup process one more time.

Let me know how it goes.