New Charge 5 won't update the FW

[DanteVento]

Just got my Charge 5 today and it won't update the firmware however it is syncing/connecting to the phone/app and is otherwise functioning as expected. Current firmware is 57.20001.142.37. I have attempted every fix I could find but nothing has worked. It gets to the "connecting to" phase and then times out. I have: 

• Restarted the watch via the settings and the USB cable several times.
• Restarted the phone several times.
• Reconnected the watch to the phone several times.
• Reinstalled the app multiple times.
• Attempted to update the firmware using another device.
• Cleared the Data via the settings.

The phone is a Moto G Power in case that matters. I know it works with Charge 5 as my wife has the same phone and already has a Charge 5 which is why I got one now.

I would have just gone straight to Support at this point but they don't have a support email address!? (Twitter isn't possible, while call or chat is going to take too much energy after wrestling with this thing for 3 hours.) Anyway, on the off chance I missed something obvious, any help would be appreciated.

Moderator Edit: Clarified subject

[MarreFitbit]

Hello there, @DanteVento. Thanks for stopping by in the Fitbit Community Forums and trying to troubleshoot the issue with your Charge 5 before reaching out. 

In addition to the steps you've done so far, please make sure you've also followed all troubleshooting steps provided here Why can't I update my Fitbit device? 

If the above doesn't work, chat with us online or give us a call. Click here to get connected. For the time being, please note there's no email address.

[DanteVento · Accepted solution]

Yes, I had done all those yesterday. And thank you for the Subject edit! That is much clearer than mine.

I managed to update the firmware this morning, I don't think it was anything I did but it worked. As I was reviewing everything this morning I noticed the Charge 5 didn't have Contacts Permissions, which I gave, and then tried the update one last time before chatting with Support. It worked!

[MarreFitbit]

@DanteVento Awesome! I'm glad to hear you managed to solve the issue.

I would like to invite you to visit our Health & Wellness where you will find great tips and encouragement from other members.

Happy stepping!