Charge 4 won't sync stuck on update screen

[Chloe.L]

My Charge 4 is stuck on Set up/Update screen (says Download or update the Fitbit app 2021-06-13) yet I cannot sync it on either phone app or via my computer. Its like its frozen and is not being recognised. I did a manual reboot which did not help and have used a pin to reboot it and its not made any difference. I cannot find a fix. All ideas welcome!!

[JuanFitbit · Accepted solution]

@Chloe.L , A warm welcome to the Community! Thank you for your information..

When a Fitbit shows on the display to download the Fitbit app, it means that you need to setup/pair your tracker with your Fitbit account. 

Please follow these steps, some of which you have already done, but the order is important:

• Restart your Charge 4.
• Please on mobile, go to Settings>Bluetooth, and remove all connections that exist with the tracker. (Forget, ignore or unpair device depending on the phone OS version)
• Turn off Bluetooth and restart your phone. (switch off and on again).
• When the phone is back on, turn on the Bluetooth again, but DO NOT attempt to connect to the tracker from here.
• Go on the app. From here, try setting up the tracker as a new device.

Hope this helps. 

[Chloe.L]

Thanks. I must’ve tried this about 10 times or more. Finally it sprung back into life! Very odd but working perfectly once again. Cheers! 

[JuanFitbit]

@Chloe.L , Nice to have you back. I'm glad that the information helped and everything works fine again. 

Please post again in the Community, should you have further questions. 

Wish you a lot of fun with the Charge 4.

[AnneMC51]

I am having the very same issue, but NONE of the fixes did anything for me!! I am at a loss & the help forum has not been very "helpful". You are about to lose a customer!

[JuanFitbit]

@AnneMC51 , A warm welcome to the Community ! Thank you for your message. 

Could you please describe what you already tried, so that I don't ask you to do that again?

In the meantime, please go to the settings on your mobile device>Apps>Fitbit app and clear the cache. 
Restart your phone (off/on)

Try the steps described on my previous post again. 

See you around. 

[hooymank]

Thanks for this info.  Neither of these options are working for me.  I have tried multiple times.  Anything else to troubleshoot? 

[JuanFitbit]

@hooymank , A warm welcome to the Community! Thank you for  your message and efforts. 

What do you see on the Charge 4 and on the Fitbit app? Do you still see the banner for the update?

Did you see the smiley when restarting the Charge 4?

[hooymank]

Thanks for getting back to me. I do see a smile face when I restart. When
trying to sync-I get to the point where I enter in the 4 digit code.
Nothing happens from there. Seems to stuck on trying to sync. Thanks for
any additional information you can provide!

[JuanFitbit]

@hooymank , Thank you for your reply . 

Your Charge 4 doesn't need to be updated. If asked to input the 4 digits, it means that it need to be setup to your account again. 

Please have a look at this for more tips: Why can't I set up my Fitbit device?

[hooymank]

These steps also have not helped.  I tried these steps multiple times and still get stuck here 

[SusieQ00]

I’m having the exact same issue and losing the will ! …. I’ve tried multiple times 

[JuanFitbit]

@SusieQ00 , Nice to see you around. Thank you for your message. 

@hooymank , Thank you for your answer and picture. 

Do you both have access to the settings app on the Charge 4? Or do you get asked to download the app ?

[Osmanthus]

I am having the same issue with my iphone 7 and Charge 4. Was working, until recently I tried to sync it and I had logged out of the app. I logged back in but it couldnt connect to the Fitbit.
I have reset the Charge, forgotten in in the bluetooth list, turned off the bluetooth and restarted the phone. Short of resetting and losing whatever data has compiled and not registered (which I am hesitant to do, honestly) I am not having ANY luck with any of the directions given so far.

I should not have this much trouble connecting, this is the 4th fitbit device I have set up, and other than the thing just giving up the ghost completely, I have had no trouble with them until now...
Any ideas?

[Osmanthus]

Also, the app gives me a "Found it!" message, but the Charge says "Download or update the Fitbit app to set up"
There is nothing to update that I know of...

[Chloe.L]

Hi Osmanthus, I was losing the will to live, I just repeated the process (as shown above) again and again and finally it came back to life! Really frustrating as it shouldn't be this hard! Keep going and hopefully it will work for you.

[Osmanthus]

17 times through the routine suggested. I am ready to just toss it and start over. My first one was just defective at 11 months (just wouldn't start up at all, no screen, nothing) and I got a replacement. Now the replacement is almost two years old, and this happened...