Charge 2 not setting up

[camilaperezb]

Hey everyone,

I received a refurbished Charge 2 as a replacement because I'd been having trouble with my old FitBit.

I opened the package, plugged in the Charge 2, opened the app and tried to set it up...

It's been 2 hours and nothing has happened. The screen keeps flashing telling me I need to visit the main setup page (I did). I've restarted it a few times and still nothing works.

So far I have:

- Restarted my FitBit

- Restarted my iPhone

- Deleted and re-downloaded the app

- Deleted and re-opened my account

- Turned Bluetooth off (10 seconds) and back on

- Turned off Wi-Fi and used cellular data

- Tried pairing it on my Mac while connected to the USB port

- Tried pairing it with my iPad 

Basically, I've tried absolutely everything and the device still won't set up. It just keeps "searching" and asking if it's turned on. Yes, FitBit, it's turned on. 

Has anyone had any similar issues? Did you solve them?

 
I'm guessing their refurbished items simply aren't being brought back to working quality. So disappointed! I gushed to everyone about how incredible they had been, about how the device had shipped and been delivered internationally in two days...and now I just want to take it all back. So disappointed and - in all honesty - sad. 

Moderator edit: removed caps 

[Lisa830]

No response from CS. No response from CEO. 

I noticed there was an update for the app (iOS) yesterday but that did not solve the problem (not really a surprise).

There are simply no words to describe this company.

[AlvaroFitbit]

@RhygK@SunsetRunner @Lisa830 thank you for your updates. 

@RhygK I know this is tiresome but please use the return documentation to send back your device. Hopefully the new one will work as intended and fully solve the issue for you.

@SunsetRunner The instructions in my post are for any new member that may be reaching the community for guidance. If you already have done this then please disregard this part of my posts. They are not intended to upset you although I do get you all are upset due to this situation. Also there is an issue setting the devices, this is why you all are posting here. This is being investigated and I think that new replacements should be working fine but we will need you to get receive one to test this (other members have posted that their new trackers have worked as intended).

Please be aware that Android users are having issues syncing with Android 9 (Pie), you can check this thread to keep up to date with this. If you have the opportunity try using a different device (as explained this suggestions is for the users that haven't tried a different device so don't take it the wrong way).

@Lisa830 I have asked Support to reach out to you to continue assisting you. 

Keep me posted!

[Lisa830]

Thanks, Alvaro. They contacted me, I have sent the requested report from the app. I don’t know how this could solve something but I guess keeping me busy and believing the company is working on it, is the strategy. 

[SunsetRunner]

@Lisa830If you bother to look around then you will see that each Community Help board (iOS app, Android app, Win 10 app), and device boards (Charge 2, Charge 3, etc) are FILLED with complaints about syncing or setting up a replacement.

[SunsetRunner]

---

@AlvaroFitbit wrote:

@SunsetRunner The instructions in my post are for any new member that may be reaching the community for guidance. If you already have done this then please disregard this part of my posts. They are not intended to upset you although I do get you all are upset due to this situation. Also there is an issue setting the devices, this is why you all are posting here. This is being investigated and I think that new replacements should be working fine but we will need you to get receive one to test this (other members have posted that their new trackers have worked as intended).

Please be aware that Android users are having issues syncing with Android 9 (Pie), you can check this thread to keep up to date with this. If you have the opportunity try using a different device (as explained this suggestions is for the users that haven't tried a different device so don't take it the wrong way).

---

@AlvaroFitbitI will not let it pass. 🙂 If you had followed some complaints then you would have noticed that a standard advice to re-set/re-install/re-pair does not work in majority of cases. Will you guys admit already that there is a problem with you cloud servers? Eh? There are a few threads where workarounds were found, they are not simple, but they confirm that the problem is NOT with re-setting a tracker and not with its firmware!

[Lisa830]

@SunsetRunner I did read the threads and posted on several of them over the last weeks. I am quite fed up with the whole situation and like you, I will not let it pass...

[Will_SD]

Hi,

How do I return the defective one and get a replacement?

Thanks,

Will

[SunsetRunner]

---

@Will_SD wrote:

Hi,

How do I return the defective one and get a replacement?

Thanks,

Will

---

Call them. Waiting time is a few minutes usually. Live on-line chat may take forever to start.

If they agree to replace they will issue a FedEx package label and an authorization paper that you put inside your package.

[mstavenner]

AT LEAST THEY OFFERED ONE TO YOU.  I GOT THE IMPRESSION FROM THE LAST EMAIL RESPONSE FROM FITBIT, THAT IT WAS NOT THEIR PROBLEM, IT WAS A PROBLEM FROM OUR END.  

[RhygK]

We have a eureka moment!

replacement number 3 arrived today. Appeared to have the same problematic build version on it, so my hopes were non existent.

but low and behold, it synced first time! It then did an update to the firmware, and as of now seems to be working!

maybe the problem at the warehouse is finally resolved and replacements are on their way to everyone!

only took 2 months, a lot of chasing and negotiation but I am back up and running

[mstavenner]

Number 3 replacement is due to arrive tomorrow, hope I have the same positive reaction that you have had.  thanks for posting, I can now turn my frown upside down (maybe).  Keep your fingers crossed for me.

[Lisa830]

Same here: an eureka moment! Second replacement arrived today, it was not the retail version just a pebble with the same firmware 22 53 04 so I was not hopeful but it paired like a charm and then updated the firmware right away. It is charging now. It “only” took 5 weeks and a lot of emails also to people in high places but at least I seem to be back on track... I hope all of you have working fitbits too shortly!

[Stoop]

Me too. Second replacement on same firmware but synced immediately.

It must have been a faulty batch. Maybe the Bluetooth was not activated?

[Nagswoman]

As a support person in the past, I know it is impossible to sort out some issues without having the problem item in your possession.I imagine that they recalled more than just my bluetoothless Charge 2 for evaluation.At least it has been sorted now.Sent from my Samsung Galaxy smartphone.

[Stoop]

They sent me a replacement before I sent the dodgy one back. I guess if they fix it that someone else will receive it as a refurb.

[HeydyF]

Hey guys! I appreciate your participation here in the Fitbit forums! 

@Lisa830, @Stoop, @mstavenner and @RhygK, I appreciate the updates my friends! Sounds great that our Support team has helped you out with this and have sent you new Charge 2 as replacement to get you back on track and that they were paired without inconveniences. Please feel free to keep me posted if you have further questions!

@SunsetRunner, normally that is the process that our Support team follows, depending on the options they can offer you. I hope your Charge 2 is working fine too now. 

@Will_SD, If you already tried the tips posted along this thread, and your Charge 2 still not working, I would suggest you to take a look at the info in this link to get in touch with our Support team. 

@Nagswoman, thanks for posting! As you mentioned, our Support team may want want to investigate some of the issues that the users are experiencing with their devices so they request to send the devices back to further investigate them. 

Have a nice day folks! 

[HeydyF]

Hey guys! I appreciate your participation here in the Fitbit forums! 

@Lisa830, @Stoop, @mstavenner and @RhygK, I appreciate the updates my friends! Sounds great that our Support team has helped you out with this and have sent you new Charge 2 as replacement to get you back on track and that they were paired without inconveniences. Please feel free to keep me posted if you have further questions!

@SunsetRunner, normally that is the process that our Support team follows, depending on the options they can offer you. I hope your Charge 2 is working fine too now. 

@Will_SD, If you already tried the tips posted along this thread, and your Charge 2 still not working, I would suggest you to take a look at the info in this link to get in touch with our Support team. 

@Nagswoman, thanks for posting! As you mentioned, our Support team may want want to investigate some of the issues that the users are experiencing with their devices so they request to send the devices back to further investigate them. 

Have a nice day folks! 

[Stoop]

They did not send me a “new” charge 2. I got two refurbished ones and the first would work at all.

[Makalaka]

I too, have the same problem on a replacement sent to me by you. I have done everything the first poster did and have removed not only my previous Fitbit from the Fitbit app but also removed the other thing I had synced to my phone by Bluetooth from my phone - my camera and I still have the same issue - NOTHING!!! Help!!!???

[Nagswoman]

Fitbit support, thanks again for sending a replacement that works, after getting my failed unit back to your people in Califirnia for testing, but can I suggest that you make a change to your production line, to test that every Fitbit "bluetooths" before it is packaged and shipped. If it arrives with a customer, with no bluetooth, like mine did, it is impossible for the customer to do anything with it as bluetooth is its only comms method.

I used to work for a company that sent the product out direct to the customer. I then went to install that product. It was incredibly embarrassing and a total waste of time to get there and find the thing didn't work meaning I had to go back again on another day, hoping that the replacement unit would work. As part of the BACS installation I had to test the comms to an outside organisation on a pre-arranged time slot. I persuaded the people I worked for to let me do a pre-visit test and take the known working thing with me so that it was right first time, every time.