Unable to setup Zip after update

[vzoeva]

Hello, 
I have had my Zip device since 2013. I used it for the last time a couple of years ago. I wanted to start using it, but when i logged in the app on my Samsung Galaxy A7 (2018), it syncs with the phone, but is not able to update software or replace the zip device.The same issue happens when trying to sync and update through the PC. It seems that the device won't connect to either to both PC and phone.

I followed the steps in the Zip forum to troubleshoot: remove battery for 10 sec., replacing the device (PC and phone won't recognize zip), installed the Windows app from fit bit site. Please advise how to fix this issue.

Thanks a lot 🙂

Vessy

Moderator edit: Subject for clarity 

[RicardoFitbit]

Hello @vzoeva, welcome to the Community Forums! Sorry for the delayed reply.

First, I'd like to appreciate your effort and patience troubleshooting this situation prior to posting. 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.

Please make sure to use a compatible mobile device to avoid connection difficulties.

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

[vzoeva]

hi Ricardo,

thanks for the guidance. I followed the Bluetooth instructions ( installed the Fitbit app for Windows 10; my operating system is up to date; turned on Bluetooth). The zip is paired with my PC and is visible in the app on t he PC, but is still unable to update. My phone is Samsung Galaxy A7 (2018) and it has the same issue - recognizes the zip (connects to it), but is not able to update it.

Thank you.

[RicardoFitbit]

You're welcome @vzoeva, my apologies for the delay in responding your post.

Thanks for the details that were shared with me. As it turns out, the Samsung Galaxy A7 is not listed as a compatible device with our products and services, therefore, you can experience some connection issues between your phone and the Fitbit device. That said, please try with a compatible mobile device instead and let me know if the issue persists. 

Looking forward to your reply if further assistance is needed.

[vzoeva]

Hi Ricardo. 

You are right. When i connect ti tot the PC, it starts syncs. Unfortunately, even when connected to the PC the zip is not able to update software. The Zip is synced (it shows my current steps on the PC), it is paired to the the PC via Bluetooth, bu still not able to update the tracker. Any tips how to fix this? 

Thanks