new charge 6, still updating after two hours

[StaceyLSC]

What is up with this? Is this normal. I've already had one ticket with support to get the update even started. My iphone 11 says connected via blue tooth. Progress bar on device 10%, no progress bar on fitbit ap. I've come back two times and the pink updating line has changed back to needs update. 

[StaceyLSC]

Now the phone says "updating" and the progress bar is gone on the watch. The watch is scrolling through two screens one with date/time, the other says "download the fitbit mobile ap." 

[DramaQueenDiva]

Just so that we're clear, this is a firmware update, correct?  If that's the case, I found it most helpful to keep the Fitbit device on the charger, the BT on the phone ON, and the Fitbit app on the phone awake during the process.

[Rich_Laue]

At this point, the watch and app are out of sync

• I'd stop the fitbit app on the phone. With Android, phone settings - Apps - Fitbit - Stop
• Now restart the charge 6 
• Open the app
• Try the update 

To restart the Charge 6

1. Connect your device to the charging cable. For instructions, see How do I charge my Fitbit device?
2. Press the button located on the flat end of the charger 3 times, pausing for 1 second between presses. Then wait 10 seconds or until the Fitbit logo appears.

[StaceyLSC]

Thanks, I've tried all these things multiple times. The software update won't complete. Returning the charge 6.

[Rich_Laue]

If you have an android phone, i find that i still have to move the fitbit app to the background or the update fails when the screen turns off

[KMG10]

I have tried the same thing, several times. The Charge 6 is a huge disappointment.

I lost my other fitbit, or woul not have asked for a new one for a gift.

the “techie” answers are not useful. I am returning this. 

[StaceyLSC]

Really I thought it was just me. My old fitbit charge 3 finally quit working. Can't change the battery and I think that is the only thing wrong with it. Can't read the screen anymore. I didn't even want to get a new one other than that. I don't care about maps, music, etc. It seems like this one is loaded with so much extra stuff, I wonder if that is what causes the update problems?