Brand new Fitbit Blaze stuck on fitbit.com/setup

[tashleigh]

Hi there,

I just bought a brand new Fitbit Blaze and when I took it out of the box the screen was already displaying fibit.com/setup and I can't make it do anything else. I can't connect it to a computer or phone and it won't charge (at least I don't think it will, the screen doesn't change so I don't know if it's charging or not). Any help would really be appreciated!

Thankyou!

Moderator edit: format

[WendyB]

You need to set it up

http://help.fitbit.com/articles/en_US/Help_article/1873

It might need an update and that cn take a while. Please be patience

[AlreadyHateIt]

Same problem.

Brand new.

Won't update.

(app says battery too low)

Won't charge.

YES, its in the cradle correctly.

YES, I've tried multiple outlets, ports, etc.

YES, I've tried restarting it.

Do I really need to deal with customer service for a brand new product?

Very Poor First Impression...

[Rich_Laue]

@AlreadyHateIt as @WendyB stated, you wont see any charging indicator until it is setup. When you plug it into the charger, use the phone's wall charger, you should feel a slight vibration. This will be your only clue that it is charging. 

The fact that the app says the battery is low is a good sign. It means that your tracker, the app, and tye Fitbit server have been comunicating., and your tracker is already connected to your Fi5bit account.

Personally when i get a tracker that i kniw will need charging, i plug it into power, then procede to do the setup. In your case, it is setup and just needs to be updated. So now that it is plugged in, open your app and finish the update. 

[tashleigh]

Hey Wendy, it wasn't letting me set it up, that was the problem. And I like to think I was being incredibly patient! I spent about 4 hours trying to get it to work, which for a brand new product is more than enough I would say!

I did eventually get it to work though, so thanks for your help 🙂

[tashleigh]

Not sure if this will help anyone, but I FINALLY got it to work! So I couldn't even finish setting up my fitbit because the screen just wasn't changing on the watch. My phone and computer weren't able to connec via bluetooth to the watch so the watch face wasn't changing (apparently the fitbit.com/setup will only go away once you've finished the online set up). I found that if I actually physically put the watch face on my phone, then they would connect and the watch face changed and allowed me to actually use it!

Definitely not a great first impression, but I hope it goes well from here!

[Rich_Laue]

@tashleigh if you would like help,  we really could use some details.

What type of phone and computer OS is it?

Sonce ypu now have tried both,  not sure how far you got in the setup, but you may need to tu4n 5he bluetooth off on one device to setup to tge orher.

Also if the app gives you any error message, what would it be, and at which step does it fail?

[SunsetRunner]

I'm also having trouble setting my my Fitbit Blaze.

I bought this product on Black Friday (11/16) but didn't get around to setting it up until this afternoon. I created an account, but for some reason both my iPhone 7 and my 2010 MacBook could not identify the Blaze. After going back and forth between my phone and computer for 30 minutes, my phone finally "found" the Blaze and has been pairing for the past 20 minutes.

How long does pairing typically take? Is 20 minutes too long? Should I try to turn off the Bluetooth on my phone and restart the process?

Any help would be greatly appreciated!

[Rich_Laue]

Hello @SunsetRunner the setup process should take maybe 30 seconds.

Are you using the Fitbit software to set up the tracker? Don't use the phones bluetooth screen.

Once the tracker is setup the app will pair it to the phone.

My thought would be to restart the phone, and tge tracker, http://help.fitbit.com/?q=restart 

I would also start charging the tracker now, then so the setup process while charging. After the tracker gets connected to your account, it will need an update. For the three i setup the whole process was way less than 10 minutes.