Charge 4 stuck on download the Fitbit app

[Salnjer]

• Set up new Charge4 on my phone and it shows it is synced but the screen on the Fitbit is not changing from "download or update the Fitbit app".

Moderator Edit: Clarified subject

[Restrom]

Sainjer you are not alone in your frustration!  

So I ended up calling Customer Support and was told the following:  Since you have updated, uninstalled, reinstalled, turned off, turned on, checked for updates on both phone and all and we can see that it is registered and installed on your phone -( you just can't see it on the display, which s rolls update or download app) it is an app problem.  There have been several complaints about it.  He told me I basically have to wait for the app engineers to fix the problem within the app!  So I get to sit with a BRAND NEW DEVICE, which I cannot not use for HOWEVER long it takes for Fitbit to fix the app.

I am really very disappointed in Fitbit first of all for selling a device they know has a problem and second of all for not telling me to send it back and we will see if we can find one that works!  I literally just bought and received that yesterday.  I am a very unsatisfied customer.

[Lorri-A-White]

I have the exact same issue. Thank you for sharing!

[Restrom]

Frustrating and maddening! My husband just ordered me another one so I will
see if its going to be another dud. If so, I may have to spring for
another brand all together.

[mcsinc]

I am in the same situation. Arrived yesterday and have experienced identical problem. I am livid!

[Restrom]

Man, I feel your pain! First my Versa2 screen went completely black but
still hooks upto the app, then this Charge 4 issue. One more try for
fitbit, if the replacement doesn't work, I will start saving for a Samsung.

[mcsinc]

Thank you for sharing your post. I plan to return it if I have no joy in the next couple of days. 

[Lorri-A-White]

Here are the steps that worked for me. 1. I removed Charge 4 from my Bluetooth (chose 'forget') 2. Removed Charge 4 from my Fitbit App. 3. Waited a few hours & did nothing. 4. While charging, I added the Charge 4 to my Bluetooth and from there it took me to the App where I could add it and then go through the process of pairing.

Hope this helps others!

[Restrom]

After several hours of turning off and on, unpairing, uninstall and reinstall and a hard reboot - I am happy to say my new second Charger 4 is now working.

Alot of technicalities to go through when really it should just be 3 easy steps! Charge, Install APP and Pair. But anyways, I am happy and grateful the new one is working and I am out and getting those steps in!

[LizzyFitbit]

Hi everyone. It's good to see you around and welcome to our new members.

@Lorri-A-White and @Restrom, thanks for your feedback, as well for sharing the steps that worked for you. I'm glad that your trackers are now working and be sure that your feedback will be passed along so our team can work and improve the experience with our products.

@Salnjer and @mcsinc, I understand how you're feeling and I'm sorry that you're having this experience. Usually that screen appears when a device hasn't completed the setup process or a firmware is pending to update. That being said, I'd recommend to give a try to the following steps:

1. Remove the Charge 4 from the Bluetooth settings.
2. Turn off other Bluetooth connections that are nearby.
3. Force quit the Fitbit app.
4. Restart you tracker.
5. Open the Fitbit app, tap your profile picture > Set Up a Device.
6. Choose the Charge 4 and follow the onscreen instructions.

[Restrom]

Worked for 1 week.  Now it will not sync. Did all of the above....  I am very disappointed.  What is the problem with these products??/Why must one continually have to deal with this?? Spent too much time and too much money for this!

[LizzyFitbit]

Hi @Restrom. Welcome back to the forums.

Thanks for keeping me posted and for every step tried prior to posting. I'm sorry that your replacement is having these issues. I see where you're coming from and so I can look into this, may I know the model and OS/software version phone? Did you make sure to remove the previous Charge 4 from the Bluetooth settings? Also, is your current Charge 4 updated to the 1.96.23 firmware version? While you've tried the suggestions shared in this thread, please confirm if you've tried the steps described in this help article.

I look forward to your response.

[Restrom]

This is my second one in 3 weeks. The second one worked for 1 week. I have done it all!! Thank you. I am really frustrated and done. I just boxed it up and sent it back this afternoon. I am buying a different brand all together. Spending over 300 bucks in 2.5 years and ending up with devices that don't work is unacceptable. And I can see that I am not the only one with the problem.

Your tech that told me over the phone, that it is the developers at fault and I need to wait for them to update the app, no matter how long it takes did not help.


My first 2 years with my versa 2 were awesome, so thank you for that....

Renee

[LizzyFitbit]

Hi @Restrom. I'm glad to see you again.

Thanks for taking the time to troubleshoot your Charge 4, as well for the details provided. This isn't the experience that we want you to have and I'm sorry that you've gone through this situation. Be sure that your feedback won't go unnoticed as it'll help us to evaluate our procedures and enhance our products. I appreciate your comments and you're always welcome back to the Fitbit family.

Have a good day.

[Craigvdb]

Hello Lizzy,

I just got my Charge 4 yesterday and am experiencing the exact same issues noted above:

• Device is fully charged, connected via cable to Windows 10 computer.
• Device will synch, but when removed from the charging cable reverts to "Download or update the Fitbit App"
• I have tried several times: removing the device from Bluetooth on the PC, removing the device from the Fitibit app, repairing with the app, and updating the Charge 4 from within the app.

Currently the Charge 4 has been doing this for 16 hours.  Can you tell me if I simply need to wait for days to use my brand new device, or if there has been some resolution not shared here?

Assuming that other's feedback has not "gone unnoticed" as you say, then shouldn't this issue have been resolved in the 6 plus months since it was first reported in this thread?  If this has been a known issue, it seems as though it should be communicated to potential buyers, but I guess that would impact your sales, wouldn't it?

I never had any issues like this with my Alta, but sadly it died.  Let me know if I need to look for another brand, I'm very dissatisfied currently.

Craig

[gdio53]

@Craigvdb 

The Charge 4 needs to be setup on a smartphone, it can't be done on a PC.

[Craigvdb]

Thanks for the follow up.  Although I also read that, a number of people on here have said they had no issues setting it up using a PC running Windows 10...  My issue sounds suspiciously similar to the thread above, so hoping there's been some progress.

[gdio53]

@Craigvdb 

The original poster had problems setting up the device on a phone, so it's not the same as your issue, which is attempting to setup your tracker on a PC.  Setting up newer devices isn't supported on PCs.

[Restrom]

As much as I loved my Versa 2, after it died, right after an update and just shy of 2 years, it left a bitter taste in my mouth. Husband bought me a Charge 4. Came, did not work. Sent back. Another one came. Wouldn't sync, was told it was a programming problem and it might take a week to 6 weeks to to work, a week later it did. And then it died. I gave up. I GAVE up.

I still plug in my Versa 2 in hopes that it will actually work. Wishful thinking. 😞

[LizzyFitbit]

Hi @Craigvdb. Welcome on board. @gdio53 and @Restrom Thanks for stopping by.

@Craigvdb Thanks for sharing detailed information about this situation, and for the steps tried. I understand your previous Alta was able to setup and sync correctly with your Windows 10 computer; however, let me explain that the Charge 4 was optimized to work with Android and Apple devices to ensure its connectivity and the performance of its features. I'm sorry for this inconvenience and I'd recommend using a compatible device to complete the setup process and firmware update so your tracker can display your details correctly.

@Restrom I'm sorry you've gone through this experience with both your Versa 2 and Charge 4, and I appreciate your feedback. Fitbit strives to improve our product, services and overall environment, and your comments will be passed along so they can work on this and make Fitbit more useful for you. If need more details or updates about your case, please contact our Support team so they can help you with that.