Sounds like the same symptoms @Lauren001 that mine exhibited.
this is a long reply. I’ve put in a lot of information that I learned
a few things you can try.... (order is important here)
in charger connected to computer not power outlet.. press hold button until you get smile (line means it’s trying to process an update, but it won’t advance from that when it’s been only black and vibrating). If you get line. Press and hold again until smile
then turn off Bluetooth tooth on your Phone.
Uninstall Fitbit app
Reboot your phone (not just sleep/wake)
Turn Bluetooth back on on the phone, make sure phone is next to FitBit (still on charger).
Make sure no other Bluetooth devices are trying to connect with phone.
reinstall Fitbit app and logon to account in app
if app wants to pair, confirm yes
make sure you if you single press button on FitBit you feel fibration
go back to app. Pull down see if it completes sync.
go to profile and Charge 3.
try to change the face. Pick one you haven’t used before. Select install
wait
meanwhile look at Fitbit. See if white line is progressing
be patient wait
wait until app shows white line fully progressed on selected face
If you get an app popup that it can’t connect wait. Let it disappear on its own. Don’t press anything. It may do this multiple times
even the face should install and if it did see if it displays now
if it didn’t work then repeat all steps until it does (all except app uninstall and reinstall. Only need to do that once to clear out previous versions /app update history)
if it does work this is only a temporary fix. It seems to beak again when fitbit and phone are out of range of each other or another Bluetooth device is using the phone
if it breaks again repeat everything except the app uninstall reinstall
for me I got tired of fixing. I contacted support. It was annoying to be patient while they wanted me to try many of the same steps. But it wasn’t the fault of that person so I obliged. They determine it was still under warranty and had me send it back. I’m in limbo now waiting for contact or a returned device. I contacted again and had them update the ticket to expedite. I’m still waiting
if your still under warranty, you can try going down the support path and see what happens. The worst case is no worse than you are and maybe you’ll get a replaced device eventually
if your not under warranty then don’t waste your time with support. Consider it a lost cause and consider a new device.
I loved my Fitbit. I’m not impressed with how they are handling this problem and I’m not impressed with their customer service at all. I’m highly disappointed and contemplating other options while I am waiting for word on my device. None of those options involve FitBit
