Replacement Charge 2 won't setup Fitbit disagree this one is faulty.

[Andypic]

 Replacement Charge 2 won't setup. I have followed the shared guidance and tried the hints and tips - still no joy. I have also tried setting up a new account. I rang Fitbit who disagree this is faulty. Can anyone help?

[SteveH]

Can you provide some more info? What have you tried, what is the problem you get?

[Andypic]

I have followed solutions suggested to others on the forum, e.g. Update phone software, update Fitbit app, switch phone off and on, switch blue tooth off and on and disconnected device. I also set up a new account - but no joy..

[SteveH]

So, the problem is that the fitbit won't connect to the app but doesn't give an error, just hangs?

I guess you checked that the phone is on the list of supported devices at www.fitbit.com/devices

The usual things to try when you get connection issues are:

• restart phone
• restart fitbit using this procedure: https://help.fitbit.com/articles/en_US/Help_article/1186/
• restart fitbit a few more times (it doesn't always work)
• "forget" the fitbit in the phone's bluetooth settings
• go through fitbit's troubleshooting guide at: https://help.fitbit.com/articles/en_US/Help_article/1866/

It looks like you have yet to try the fitbit restart and "forgetting" the bluetooth connection. It's also worth keeping other bluetooth devices away (in as far as you can) and these can cause connection issues.

Do you have a different phone you could try (to try to narrow it down to a problem with the fitbit or the phone) or perhaps a Windows 10 computer?

[Andypic]

Hi

Thank you for the suggested solutions. You are correct the phone searches for the device and just hangs. I am using an i Phone 7 which has had the app and phone updates installed. I also tried forget in Bluetooth settings. I tried setting up as brand new to a different e-mail account and different phone - iPhone 5 still no joy.  When I bought my original Fitbit it connected straight away no problems. This is a replacement which will not connect and there are no other Fitbit devices around to interfere with the signal.  I have tried all the suggestions you mentioned. 

[SteveH]

I'm afraid I cannot think of anything else to suggest. I hope someone else chips in with a solution.

[Andypic]

Hi
Thank you for the suggested solutions. You are correct the phone searches for the device and just hangs. I am using an i Phone 7 which has had the app and phone updates installed. I also tried forget in Bluetooth settings. I tried setting up as brand new to a different e-mail account and different phone - iPhone 5 still no joy. When I bought my original Fitbit it connected straight away no problems. This is a replacement which will not connect and there are no other Fitbit devices around to interfere with the signal. I have tried all the suggestions you mentioned.

[Andypic]

There is no sign of any life on the underside of the Fitbit- I don't know if this is relevant. The green lights aren't visible.

[Lol8704]

Mine is exactly the same 😞

[Smitty1950]

I'm surprised Fitbit hasn't told you about the incompatibility of the firmware on the replacement Charge 2's with the Fitbit app on some older phones. I have a Samsung Galaxy S5 that won't setup with a replacement Charge 2. After many calls to Fitbit and doing everything they told me to do and more, I was finally told that they're working on an app update to resolve this. They don't know when it will happen. Obviously, they should have checked this out prior to sending incompatible Charge 2's. I'm still waiting for the update.

[Andypic]

Thank you for all your comments/suggestions. I have been back in touch with Fitbit, they have asked me to return the tracker and will send out another replacement. Hopefully I will have more success with this one.

[Lbj0125]

I’m having the exact issue.. I’ve followed all instructions and recommendations .. Force quit the app.. restarted the phone and tracker.. app is updated as is the iPhone.. the phone is compatible.. Bluetooth working properly.. can ANYONE tell us how to get this expensive tracker to actually work?!

[Andypic]

I contacted Fitbit support again and provided a copy of the community help suggestions I had received. I had exhausted all avenues by this time and I knew the tracker was not going to work. They agreed to send another tracker.

Get Outlook for iOS

[AlvaroFitbit]

Hello everyone. Sorry to hear that you can't setup your Charge 2. You can try going to your phone's bluetooth settings and remove all devices listed there. Restart your phone and restart your device. After this try syncing them. Also, if you are using an Android device, check that your app has the necessary permissions (settings > apps > Fitbit > permissions) and make sure bluetooth and location services (GPS) are on. After this retry the setup process. 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.

Let me know how it goes!

[Smitty1950]

Hello Alvaro. You should be aware that your suggestions for setting up the replacement Charge 2 will not work. The issue is an unresolved incompatibilty between the updated Fitbit app and the replacement Charge 2 trackers. It has been almost a month since the last update. The people I have spoken to at Fitbit do not know when this will be fixed and say they have no way to find out. This is sad. Please help!

[Stoop]

A few threads on this. It’s very poor from Fitbit. My replacement is the same.

[Smitty1950]

Holy crap! I just received another Charge 2 replacement with a different firmware number (starts with 55, I think). It connected, synced, and updated. So it turned out to be a firmware issue after all.

[Andypic · Accepted solution]

All sorted now, as I have received another Charge 2 replacement. This one connected straight away and so far so good!

[Stoop]

Did the original suddenly have a crack in the screen?

[Andypic]

Hi

yes it looked like a line down the middle of the screen. After comparing the screen with my wife's Fitbit I realised it was a slight crack.