Can't set up or update my Charge 3

[emilyyy29]

I began having problems syncing my Charge 3 via Bluetooth so tried to set up a replacement one. The setup goes smoothly until the Fitbit tries to update the firmware. It starts off with the progress bar and then changes to a "!" in a circle, then goes back to the initial fitbit.com/setup screen while the app stays stuck on Downloading at 1%. I have had this issue over and over and I can't seem to fix it and actually get the Fitbit set up.

Moderator edit: subject for clarity

[AlvaroFitbit]

@emilyyy29 It's great to see that you've visited the Fitbit Community!

Thank you for troubleshooting this issue. Please try the following:

1. Go to your phone's bluetooth settings and remove all devices listed there.
2. Restart your phone and restart your device. 
3. Check that no battery saving app/feature on your phone is affecting your Fitbit app.
4. Also, on an Android device, check that your app has the necessary permissions (settings > apps > Fitbit > permissions) and make sure bluetooth and location services (GPS) are on. 
5. You can find troubleshooting instructions here.

Hope this helps.

[WilsonFitbit]

Hello @emilyyy29. Welcome to the community forums. 

Thank you very much for the detailed information and for the troubleshooting steps you've tried prior to posting. At this time, I noticed that you have contacted our Support Team and they will be working on your case as soon as possible. I appreciate your patience and I'd recommend keeping an eye on your inbox since they should get back to you soon. 

See you around.