Charge 5 won't finish the update

[Kaylem123]

Having problems with the initial installation. Losing connection when both devices are next to each other and failing after a few minutes despite both devices being on charge and being close to the Wi-Fi source.

Moderator Edit: Clarified subject

[Loulou4022]

I’m having the same problem. It’s very close to being sent back!! I’ve wasted 2 hours so far on it! 😭

[DramaQueenDiva]

Hi @Kaylem123 and @Loulou4022, have either of you cleared the caches on your phones (I'm assuming you're both using your phones to set up your devices)?

[2421]

I've now been trying for 24 hours, tech support tells me that the download isn't complete on my phone - so it can't update, but they have no way of knowing why the download wont complete on my phone.

[DramaQueenDiva]

Hi @2421,

That's why I suggested clearing the cache on the Fitbit app initially.  I'm thinking that the app opened files (unbeknownst to most people), which takes up memory on the phone and slows it down.  Without enough space on the phone the device won't be able to finish syncing or downloading from your Fitbit.

[2421]

i did that, and it still is doing nothing except getting stuck about 10% of the way through the process,  Nothing changed ... still the same problem before and after cache clearing.

[2421]

i also checked for space, and it appears that i have more than enough - less than 50% used

[Loulou4022]

I’ve finally managed to get mine to

update. Had to hold phone in my right hand and fitbit in my left, with millimetres between them! Wouldn’t work other way round! 

[ham-i-am]

Mine finally updated, but it was a rough afternoon. May  have been coincidental, but it finally updated (after countless failures in the loading stage) after I plugged my phone in. (The battery was low by that point.) Every time I go in to look at the clock faces now, though, I'm getting a message that pops up, leaves, pops up, leaves, etc. that says there's an error connecting with the device, but then it connects eventually anyway. This is surprisingly annoying.

[Loulou4022]

I get this too