Charge 2 won't set up "com.fitbit.HTTP error 500"

[Rachael89]

Trying to connect my Fitbit the the app again and it’s coming up saying ‘com.fitbit.HTTP error 500’ what do I do?!

Moderator edit: updated subject for clarity

[MarreFitbit]

Welcome to the Fitbit Community @Rachael89, hope you're doing great!  Thanks for bringing this to my attention. Usually this error is related to your network connection so I would like to ask you to log out from the app, then log back in and restart your phone, then try to set up your Charge 2 again. If this doesn't work, turn off WiFi and try the setup process again. If this doesn't seem to work, wait from 1 to 2 hours and try again. 

I hope this can be helpful, if you're still getting the same error message after trying my suggestions, I'd like to gather some information from you so I can forward it to our team. Please reply with the following:

1. What type of device do you have? (Android, Windows, iOS)
2. Software version you are running? (iOS 8, iOS 9, Android Marshmallow 6.0, etc)
3. App version currently installed on your phone (go to Account > Help to get it)
4. Where are you getting the error, while setting up or during an update?

In the meantime, try using a different WiFi network or turn it off and use your cellular data (the data used is not significantly big) when trying to update or log in to the Fitbit app. 

Also, I'd like to ask you to go to your phone Bluetooth Settings and check if your Charge 2 is on the list of paired devices. If it is, tap on it and select "Forget this Device". Then, open the Fitbit app and try to start setup process again. In case this doesn't seem to work, please uninstall the app, restart your phone and install it back.

If the message is still popping up , I recommend trying to set up on your computer using the instructions listed here. Let me know if that does or doesn't work for you. 

Give this a go and let me know the outcome! 

[Rachael89]

I have done all of them numerous times now, the message comes up after I put the 4 digit number in to set it up to my phone 

• What type of device do you have? I have the iPhone 8
• Software version you are using? I’m using iOS 11.3
• App version currently installed on your phone it’s fitbit 2.49
• Where are you getting the error, while setting up or during an update? Listed above 

[Jemjemmorgan]

Hi

I’m having the same problem and wondered if you had any joy? I’ve tried all the tips posted but I’m not getting anywhere. It’s so frustrating! 

Thanks

[Nattbitek]

I’ve just bought his for my son and have spent a very frustrating evening trying to set this up -

i cannot seem to get it to recognise the watch .it did it once and then lost it and now can’t find it. I’ve done absolutely everything that has been suggested! This is his birthday present and now very upset - did anyone get this relived? 

[Lizsam]

I have the same error.

I have followed all the instructions, have tried on another device but keep getting this error.  No idea what else to do

[Jemjemmorgan]

I ended my contacting customer support and they managed to sort it

Sent from my iPhone

[blogbuchstabe]

That's interesting cause I have the same problem and received this from support:

We’d like to let you know that after careful investigation, we've found out similar reports and we have escalated the issue to our engineering team so they can go through all of our data, software, and hardware to find the root cause.

Due to the complexity of this process, we are unable to determine any specific date to provide to our customers, therefore, we advise to check back with us regularly to verify any updates.

We appreciate your patience and understanding while we resolve this situation. Let us know if you have further questions. Have a nice day!

No, I don't have a nice day as this is absolutely not helpful for me !

[MarreFitbit]

Hi guys @Nattbitek @Lizsam @Jemjemmorgan and @blogbuchstabe, thanks for jumping in here!

Are you all on iOS platform? If so, what @blogbuchstabe posted is correct. However, this will only apply if you guys have deleted your account and are now trying to setup using a new account. Can you confirm you have done this?

If you haven't, please make sure you've followed the steps provided in the article: Why I can't set up my Fitbit device?

Looking forward to your response! 

[blogbuchstabe]

Hi Maria @MarreFitbit !

For me I can confirm that I have bought a used Charge2 and the owner has deleted or did ask Fitbit to delete his account! 
Also I have tried first on IOS to setup this used device. 
But I also have tried on MacOS and Android One and both also didn't work!
You can read my thread here: https://community.fitbit.com/t5/Charge-2/com-fitbit-HTTP-error-500-while-setting-up-Charge-2/m-p/286...

At last I've also contacted the support with the email address of the previous owner to see if that helps or if my device can be hard reset or anything else ...
You have seen their reply ...

To be honest - if this is an IOS issue - why can't I setup using MacOS or Android ?

Kind regards

Tom

[blogbuchstabe]

I simply can't believe it - exactly on the 7th day after the previous owner deleted his account I've been able to setup my used Charge 2 into my account - even on IOS !

So all this anger could have been avoided using meaningful error messages like "Your device is going to be taken out of pre-owners account. This can take up to 7 days"

No need to name this an IOS problem ... No need to try again and again on several devices !

No words to this device management Fitbit ...

[MarreFitbit]

I totally understand where your concern is coming from @blogbuchstabe. However, I'd like to clarify that the error I mentioned above is happening on iOS platform as per the reports received.

Thanks for letting me know that after 7 days you were able to set up your Charge 2 on your iOS device. I'll pass this along to our team.

I'm glad to hear you are now on track.  Hope to see you participating in the Community more often since I think it would be awesome for you to explore our Community. You can go ahead and log to any of the topics that might be of your interest in our Discussion boards. Feel free to comment and contribute with your knowledge and experience.

If there's any additional questions present, let me know.

[MarreFitbit]

I totally understand where your concern is coming from @blogbuchstabe. However, I'd like to clarify that the error I mentioned above is happening on iOS platform as per the reports received.

Thanks for letting me know that after 7 days you were able to set up your Charge 2 on your iOS device. I'll pass this information along to our team.

I'm glad to hear you are now on track.  Hope to see you participating in the Community more often since I think it would be awesome for you to explore our Community. You can go ahead and log to any of the topics that might be of your interest in our Discussion boards. Feel free to comment and contribute with your knowledge and experience.

If there's any additional questions present, let me know.

[Pperego]

Tried everything, it does not work. Same error500.

i have a Ipphone 8

please if you can give me any advise, to meme it work.

[SunsetRunner]

I had this same issue and I was able to fix it by going into my old account that I was deleting and removing my Fitbit from that account, then I deleted the account again. Went back into my new account and it connected on the first try.

[hedgelove]

I am getting the same error, called support was given a case number and was told to keep trying for the next 24-48 hours.  This is ridiculous.   would like to start using my fitbit today.

[SunsetRunner]

If you have an old account that you are deleting and did not remove your device from that account, try going back into the account your Fitbit was connected to before and removing it from that account. I wasn’t able to connect my Fitbit to my new account for days and as soon as I removed the device from my old account it connected to my new one on the first try. 

[hedgelove]

I have removed my old Alta and old account, even trying to use a new email address.  Tried the online desktop instructions and getting an error that way as well.  Hoping support can figure it out soon

[SunsetRunner]

This worked for me, thank you!

[Tepaeru]

Totally Agree with this comment as it worked for me!!

I purchased a second hand Charge 2 and when I read this I contacted the seller and asked if she could go back into her account and remove the device. Once she did, I was able to create/set up the device ion my account and am happily using it today :):)