Charge 2 - frozen screen, then firmware update stalled

[jolene278]

A week or so ago, I woke up to a frozen screen (frozen on the clock screen). That day I was prompted for a firmware update, which I did (thinking that it would fix the locked screen), but the firmware update did not complete, and now my screen is frozen on the update progress bar.

I tried putting it on the charger and pressing the button for 4 seconds, but it returns to the frozen progress bar.

Any clues?

Hope you are healthy and safe!

[Rich_Laue]

Have you tried restarting the update? 

[jolene278]

Unfortunately, I can't connect to the fitbit at all.

[Rich_Laue]

You can't connect to the Charge 2 or to Fitbit.com? 

Was the Charge 2 removed from your fitbit account? 

[jolene278]

I can't connect to the Charge 2.  I can connect to the site without a problem.

[Rich_Laue]

What is it you want to connect to what? 

• Do you have a phone with the Fitbit app installed? 
• Are you able to log into your Fitbit app? 
• Where you able to do an add device? 
• Did a four digit code show up on the charge 2
• Where you able to enter the code into the Fitbit app? 
• Did the app accept the code? 

Let us know at what step the failure occured and what error was reported. 

Simply stating "I can't" gives us nothing to work with. 

[jolene278]

• Do you have a phone with the Fitbit app installed?  YES
• Are you able to log into your Fitbit app?  YES
• Where you able to do an add device?  YES
• Where you able to enter the code into the Fitbit app? NO. The Fitbit isn't giving me a code to enter because the screen is frozen at the progress bar.
• Did the app accept the code? N/A

PS - "Simply stating "I can't" gives us nothing to work with."  I understand this, but as a novice, I don't know what to report or what to try.