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Brand new Charge 3 stuck on update

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‎10-12-2020 12:29 - last edited on ‎11-17-2020 10:16 by Fitbit Moderator

‎10-12-2020 12:29 - last edited on ‎11-17-2020 10:16 by Fitbit Moderator

I've just bought a new Charge 3 to replace my previous one.

 

I connected it to my iPhone Fitbit app, it asked me if I wanted to replace my previous one, I said yes and then it asked if I wanted to update the watch. I said yes to that too. It started updating this morning and got to around 88%, then it said there was an error and it couldn't complete it.

 

Now, in my fitbit app it keeps asking if I want to continue the update, If I say yes, it shows a screen labelled Done saying "You'll need to reset your silent alarms" or some such. But then when I go back to the main screen it says Updating and there's a subtle progress bar showing it's about 10-15% through or so. 

 

Meanwhile on the watch it says go to fitbit.com/setup or sometimes it displays the progress bar, but after a few minutes the phone gives a short double-buzz and shows an exclamation mark.

 

I've tried resetting the watch by pressing the button for 8 seconds while plugged in. I get the smiley face but it doesn't make any difference.

 

I've tried forgetting the watch in the Bluetooth settings on my iPhone. I've tried to forget this Charge 3 in the Fitbit app, but it always says it's busy so I can't remove it. I've tried force-killing the Fitbit app. But I just don't seem to be able to get anything to work.

 

How can I get this new watch working?

 

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‎10-15-2020 10:45

‎10-15-2020 10:45

@iBear Thanks for stopping by!

 

Sorry to hear that your new Charge 3 isn't working after it failed to complete the firmware update. It seems that you have tried many troubleshoots for this issue. Since the issue persists I have created a ticket so our Support team can further assist you via email.

 

Let me know how it goes.

Alvaro | Community Moderator

If a post helped you try voting and selecting it as a solution so other members benefit from it. Select it as Best Solution!

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‎10-16-2020 03:28

In response to AlvaroFitbit

‎10-16-2020 03:28

Good news: in the end it seems to have sorted itself out. After about 12 hours, and after I'd given up and contacted you, the watch suddenly showed the current time and seems to be running OK.

 

I don't understand what happened, the watch showed an error with an exclamation mark in a circle. I assumed that this meant the update had failed. I just left it plugged in to the charger with the watch nearby and ignored it. So something must have carried on retrying?

 

Anyway it's working now so I'm happy.

 

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