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Unable to setup device

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‎08-06-2019 12:07 - last edited on ‎09-08-2020 13:57 by Fitbit Moderator

‎08-06-2019 12:07 - last edited on ‎09-08-2020 13:57 by Fitbit Moderator

i am using fitbit charge 2 for a month and synced with a android pie device,which worked initially well but once i was unable to charge my fitbit band so it turned off, post charging i was unable to sync the time and tracking feature with the app installed on my phone , so i reinstalled the app, removed my account ,made a new one ,again tried to sync , but the device is not able to complete the setup part itself, saying that 

 

"Sorry, the setup is taking longer than usual. Please be patient, we are on it!"

 

now the thing is the device/band if left overnight still wouldnt complete the setup. and so the band is dysfunctional since 1 and a half month.

 

i tried all the trouble shooting steps but all in vain, kindly provide a solution for its repair, or any software updates

device syced is android version 9

name ASUS _Zo1RD/zenfone 5z

fitbit app version 3.2

all permissions granted. kindly provide assistance asap for better use of this band.

thank you 

regards

Dr.Mohit

 

attached are all the screenshotsScreenshot_20190807-001850274.jpgScreenshot_20190807-001856915.jpgScreenshot_20190807-001919241.jpgScreenshot_20190807-001925552.jpgScreenshot_20190807-001954247.jpgScreenshot_20190807-002045510.jpgScreenshot_20190807-002738788.jpgScreenshot_20190807-002826210.jpg

 

Moderator edit: Format

Moderator edit: Subject for clarity

Moderator edit: Removed personal information 

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‎08-07-2019 12:16 - edited ‎08-07-2019 12:17

‎08-07-2019 12:16 - edited ‎08-07-2019 12:17

Hello @DrMohit welcome to the Community Forums, thanks for bringing this to my attention. It's a pleasure for me to assist you with the inconvenience experienced with your Charge 2.

 

First, I'd like to appreciate your effort and patience troubleshooting this situation prior to posting, also, thanks for the screenshots that were attached in your post. If you haven't already done so, I recommend you to check all the information that's specified on: How do I set up my Fitbit device? to check if all the requirements are correctly configured to setup your device. Then, you can move forward to the troubleshooting steps that are specified on: Why can't I set up my Fitbit device? and let me know how it goes.

 

Please make sure that your mobile device is compatible because due to a compatibility concern you can experience connection difficulties. 

 

I'll be around if you need anything else, please keep me posted.

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