Can't setup or update my Charge 3

[ev63]

I am trying to set up my 3rd replacement charge 3 but it won't pair says it needs software update but won't do it

Moderator edit: subject for clarity

[WilsonFitbit]

Hello @ev63. Welcome to the community forums. 

Thank you for the information and for the troubleshooting steps you've tried prior to posting. I'd recommend trying to perform a restart to your Charge 3 and then please try to perform the Firmware update by following the steps here: Why can't I update my Fitbit device?

Also, make sure that the Fitbit App for your mobile device is up to date and then please try to perform the setup process one more time. If the inconvenience persists, please see: Why can't I set up my Fitbit device?

Hope this helps. 

[ev63]

Done the restart several times. Deleted and reinstalled the app several
times. This is a new charge 3 device which just cannot seem to get past the
set up. App finds the device, gives code to add device, but then just comes
up with update required which then fails. This is my fourth charge 3 device
and just can't be bothered with it any longer. I am going to bin it and buy
a garmin tomorrow

[WilsonFitbit · Accepted solution]

@ev63 Thank you for following the suggested troubleshooting steps. 

This seems very odd and I'm sorry for this experience. I'd recommend trying to perform a long restart to your Charge 3. A long restart is different than the basic one and you can perform it, by following the steps below: 

1. Connect the device to the charging cable. 
2. While the device is plugged into the charging cable, press and hold the button down for 15 seconds. 
3. The device turns on and shows a battery icon. Two vibrations occur: first a short vibration, then a medium vibration. 
4. The device turns off.
5. The device turns on and shows a progress bar and short vibrations occur. The progress bar completes. Note: A total of 7 short vibrations occur. 
6. Remove the device from the charging cable. The device shuts down.
7. Important: Plug the device into the charging cable again.

After this, please attempt to perform the update one more time, but if that doesn't help, I suggest you to contact our Support Team for further assistance. Click here to get connected. 

See you around. 

[ev63]

Won't do long restart. Just gets to smiley face.

[WilsonFitbit]

@ev63 I appreciate your reply. 

In this case since the inconvenience has persisted, my best recommendation is that you please reach out to our Support Team for further assistance. Make sure to explain the situation and the troubleshooting steps you've performed, this way they can assist you from there. Click here to get connected. 

See you around.