Charge 6 - First setup asks for an update that is constantly failing

[Onegratefulgirl]

Hi - new fitbit charge 6 out of the box today.  Says it needs an update, which is annoying, and the update continues to fail.  I have tried deleting and restarting the app.  Turning bluetooth on and off. Turning fitbit on and off.  Fitbit is plugged in, 99% charged, and next to the phone on wifi.  Any ideas? Also, will the fitbit work and sync without me doing this update? Thanks for any help! 

Moderators action: Updated subject for clarity

[RiekoC]

Hello @Onegratefulgirl 

It looks like you've done the recommended troubleshooting for the firmware update as described in this help page (<-- click link). 

If you've already done the rest of the setup, I believe you should be able to use the device without installing the update. It should still track your data and sync with the Fitbit app. 

You might try just using the Charge 6 for a day or two, then see if you can get it to complete the update. 

[Onegratefulgirl]

Unfortunately I can't use the fitbit because it does not recognize the app. I have tried pairing, and the fitbit says pairing complete, but then goes back to the screen that says download fitbit app.  I have never seen the watchface screen.  CAn you help?

[DavidFitbit]

Hi @RiekoC and welcome @Onegratefulgirl to the Fitbit Community. I hope you are doing well.

I'm glad to help you with the firmware update of your Charge 6 that is constantly failing. I appreciate all the troubleshooting you have already tried.

If you tried the setup since yesterday, i need  to inform that we've been experiencing a general outage that may be related with the issue you currently have.

We're aware of an issue impacting various functions with Fitbit and the Fitbit app and are actively looking into it. We will keep you all updated once we rollout a fix. Thanks for your understanding.

Have you tried the troubleshooting suggested in our help article Why can't I update my Fitbit device? > All other devices

[Sandrafan]

Hello, I got two days ago a new Charge 6 and I am having exactly the same issue as @Onegratefulgirl. I have tried finishing the initial setup since I got it; but the update keeps failing, I have done all resets the troubleshoot suggest.

Do you have a suggestion?  Was the issue resolved? 

[Onegratefulgirl]

The weird thing is about the 12th time I tried the same thing worked. All
set now!