Unable to setup Charge 3 with Samsung Galaxy J3

[Woodlands28]

Cant get my J3 to Bluetooth with my new Charge 3. Had a chat with Fitbit support who agreed I had done all that I could so advised I returned the item as faulty. Got a new one and still have the same problem. I have tried another Samsung J3 (2017 version) and its the same with that. During set up it says tracker found and code appears on the Charge 3, I input to app and its accepted, a tick appears on the Charge 3 screen. Then during the setting up phase where a download should occur it goes to "looking for Charge 3". I have tried direct Bluetooth connection from the phone, it sees the Charge 3 but is unable to connect. The J3 appears in the compatability list with Charge 3.

Moderator edit: Subject for clarity

[RicardoFitbit]

Hello @Woodlands28, welcome to the Community Forums! 

First, I'd like to appreciate your effort and patience troubleshooting this situation prior to posting, and for the information that was shared. If you haven't already done so, I recommend you to check all the information that's specified on: How do I set up my Fitbit device? to check if all the requirements are correctly configured to setup your device.

Then, you can move forward to the troubleshooting steps that are specified on: Why can't I set up my Fitbit device? and let me know how it goes. You can try with another compatible mobile device or a computer as well.  

I'll be around if you need anything else, please keep me posted.

[Woodlands28]

Hi,
With the first Charger 3 I went through all the configuration with the Fitbit Support team. They couldn’t find any errors so suggested the unit was faulty so I exchanged it for another new one. Same result unable to connect via Bluetooth even though it is a visible device in the Bluetooth list on the phone.
I have already tried another Samsung Galaxy J (2017) and that also will not connect to the Charger 3. The set up sequence goes like this:

Tracker found
Code is displayed on phone
Code entered into app
Phone displays a tick symbol
Phone displays Setting up Charge 3 step 2 of 3

Thats as far as it gets as its unable to communicate via Bluetooth

Looking on the phones Bluetooth list Charge 3 appears but phone is unable to communicate with it


Both phones connect readily to the bluetooth in our cars.
Both phones can run the Veryfit 2.0 app and connect to the old device.

This week I will see if the Charge 3 will connect to my sons I-phone.

Both Samsung phones are running the correct s/w build Android 5.1.1 & 8.0.0 for the 2017 phone and these phones are compatible with Charge 3


Something is wrong somewhere but John in Fitbit support was unable to find what it is.

All very frustrating

Regards

C Shepherd

[Woodlands28 · Accepted solution]

Using an I-phone 6 I downloaded the app and managed to apply the firmware update to the Charger 3. It then began the sync process and connected to the app. I then deleted the app from the I-phone and from my Samsung Galaxy 3 app successfully connected to the Charger 3. This makes me think either the latest firmware build was always needed or there was a s/w bug in the build the Charger 3 was shipped with and the new firmware has rectified this. We shall see if the Charger 3 behaves itself over the coming days..........