help menu

Join us on the Community Forums!

  • Community Guidelines

    The Fitbit Community is a gathering place for real people who wish to exchange ideas, solutions, tips, techniques, and insight about the Fitbit products and services they love. By joining our Community, you agree to uphold these guidelines, so please take a moment to look them over.

  • Learn the Basics

    Check out our Frequently Asked Questions page for information on Community features, and tips to make the most of your time here.

  • Join the Community!

    Join an existing conversation, or start a new thread to ask your question. Creating your account is completely free, and takes about a minute.

Not finding your answer on the Community Forums?

Cancel
Turn on suggestions
Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type.
Showing results for 
Show  only  | Search instead for 
Did you mean: 

Problems with Connection/Update

Replies are disabled for this topic. Start a new one or visit our Help Center.

‎09-25-2021 12:55

‎09-25-2021 12:55

Hey all.

 

I just received my Charge 5 today. I opened it up and plugged in the charging cable and connected the tracker. Everything seemed to go smoothly; Fitbit disconnected by Charge 3, gave me the four digit code to pair with my Charge 5, and began downloading and installing the update. However, it seemed to have gotten stuck at some point where the tracker was only flashing the Fitbit symbol periodically and the screen on my phone was not updating with any other details or information. I force closed the app and started it again, it said my Charge 5 needs to complete it's update but was no longer connecting to it. I kept trying but it still would not recognize it.

 

So far, I have removed the pairing from both my phone and the Fitbit app. I restarted my phone and the app and tried to pair it again but it refuses to locate the Charge 5, both in the bluetooth section of my phone and in the Fitbit app. At one point the screen on the Charge 5 had a red circle with an 'X' in it. To get rid of this I used the recommended restart function (pressing the button on the charging cable three times) but when I did this it went back to the slow blinking of the Fitbit symbol after doing a slight vibration but it still refuses to pair. I have restarted my phone and the Fitbit app, I have cleared the cache and storage on my Fitbit app, and made sure I had the most up to date version of the Fitbit app on my phone. Still, it refuses to pair to my phone in any way.

Thoughts or suggestions on how I might fix this?

Best Answer
5 REPLIES 5

‎09-27-2021 07:43

‎09-27-2021 07:43

My phone, Samsung Galaxy A71, Bluetooth shows my old Charge 3 but not my new Charge 5, twelve inches away. The Charge 5 is shown in FitBit My Devices. I've now hidden the Charge 3 in a metal cabinet so that my A71's Bluetooth no longer finds it, I've stopped and rebooted the phone and restarted the phone Bluetooth a couple of times, but still the phone Bluetooth fails to find the Charge 5.

Also, how to fix?

 

Best Answer
0 Votes

‎09-27-2021 08:08 - last edited on ‎09-27-2021 10:10 by Fitbit Moderator

In response to DaveB5

‎09-27-2021 08:08 - last edited on ‎09-27-2021 10:10 by Fitbit Moderator

A bit more: The booklet states if a problem reboot the Charge5 by pressing the button the USB charge lead 3 times. 

The Charge 5 then appears sometimes on my phone and slightly more frequently on my W10 Home (fully updated) laptop.  On the PC I click the Charge 5 connection and after a 'Connecting' for a few seconds it states 'Try connecting your device again.' 

Each time I reboot the Charge 5 it does exactly the same.  Basically the connection either doesn't fully complete or does so for only a few seconds.

So, still need to know how to fix. 

 

Well, that's odd! I had a chat with a FitBit support agent and to cut a long short short, he said a firmware update was scheduled for my Charge 5 and I should update the phone app, too. I've done those and though neither phone nor PC show a Bluetooth Charge 5 connection my steps are showing updates on phone and PC.  

 

Moderator Edit: Merged replies

Best Answer
0 Votes

‎09-27-2021 10:03

In response to DaveB5

‎09-27-2021 10:03

The connection to the Charge 5 to the system should be done via the Fitbit app I feel. I got my Charge 5 today. Placed it on the charger. After a while, the mobile asked if I wanted to connect the Charge 5. Gave a, yes, so it asked me to disconnect my prior device connected (Charge 3). The Charge 5 would not connect properly. Did a Bluetooth off and on mobile. Opened the app. Added the Charge 5. Connected properly with the code displayed, asked for a firmware update. The update went smoothly. I did not bother with resetting the device by pressing the USB connection cable in the process. I like the colors displayed on this new device! Fitbit Field Testing should add Fitbit Charge 5 to the list being used.

Aria, Charge 5, and Xiaomi Mi A2 Lite (Android One) user.
Best Answer

‎09-28-2021 04:09

‎09-28-2021 04:09

I’m having the same issue. Did you get it resolved?

Best Answer

‎09-28-2021 09:27

In response to Atorriente

‎09-28-2021 09:27

Hi   Atorriente

Yes.  After what I described above it is all working perfectly.  I may have been too hasty trying to find where there was no Bluetooth connection. If I'd left it on charge and just updated the phone app I would have eventually had the firmware update anyway and then a similar experience to jfe. 

 

I still find it odd that while it is syncing with my phone OK and the PC weblink looks the same there is no FitBit Bluetooth link to either the phone or the PC.  Maybe it just connects when necessary and is very transient.

I too like the bright bold colours - much more visible in sunlight than the Charge3. 

Best Answer
0 Votes