new Charge 2 stuck on startup screen

[garm]

Unpacked my Charge 2 and I get a screen with the Fitbit logo and "www.fitbit.com/setup". I already have a Charge, so I'm all set up. How do I get the Charge 2 past this boot screen?

[DerrickS · Accepted solution]

Hi @garm, that's definitely an unusual behavior. The following steps below should get you past the Fitbit setup screen on your Charge 2.

1. Make sure that your Charge 2 is fully charged.

2. Restart your Charge 2.
3. Reboot your mobile device that you are setting up with.

4. Use the replacement setup process mentioned here to re-pair your tracker to your account.

Keep me posted on how it goes and welcome to the Fitbit Community.

[garm]

no way to know if it's charged because it doesn't go past the opening screen.

Apparently, only pairing it gets it to complete the boot. I've got it updating now and paired with my Android.

Nice that they let you pair more than one device!

[theelms2]

my screen is only showing setup.ive just got charge 2 so its all new to me.anyone help?

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@garm wrote:

Unpacked my Charge 2 and I get a screen with the Fitbit logo and "www.fitbit.com/setup". I already have a Charge, so I'm all set up. How do I get the Charge 2 past this boot screen?

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[Kmransom123]

@theelms2  You need to set up the device to be able to start using it.  Here is a link to the user guide so you can get it set up and read all about it.

User Guide

Hope that helps!

[Rich_Laue]

@theelms2 ser @DerrickS's post above, the post marked solved. You want to follow the link to repair the tracker.

When setting up you'll have the choice to add a tracker, or replace an existing tracker.

[theelms2]

i cannot get it to set up as it sticks on it.i have been in contact with fitbit and they say its faulty.got a new one today and its doing same.one minute it says on my mobile that its connected then that the bluetooth needs to go off n on again.now its saying its needing to update but wont do it.at end of my tether.never had any set up issues with my flex

[garm]

The solution for me was to fully charge the device. Then it booted up correctly. 

[garm]

Fully charge it, then it should boot up. That's what worked for me.

[Tashskelly]

Hi there,

Did you work out how to fix this ? As my fitbit charge 2 won't let me past the original start up screen either.  Im linked to an android too.

Thanks, 

[Frankdj]

I just received the Charge 2 as a Christmas gift.  Took it out of the box and connected it to charger and charger to computer USB port.  I briefly saw the battery screen then it went directly to the logo and startup screen.  I downloaded the app to my Samsung Galaxy 5 and went through the setup process.  The app would sometimes indicated that it found my fitbit but then complained that it could not connect.  I have tried rebootting the fitbit as well as my phone with no success.  I am going to let the fitbit charge for a few hours and then try it all again (even though I have no indication that it is charging or what its state of charge might be).

The fitbit does not respond to any taps on the display or any combination of side button pushes.

Any ideas?

Thanks much,

Frank

[leader585]

I

I had a similar problem that has been resolved.  When I started the set up process, I had the fitbit connected thru the usb to my computer. I also had my iphone nearby to download the app.

The fitbit wouldn't indicate the charge level nor that it was charging.

I finally left the fitbit charging, deleted the app on my phone then after several hours restarted the process.

It worked!

[Egofroxboro]

My issue is exactly as yours... I have left it alone and charge over night,w no indication of it being fully charged, no battery icon nothing. I am trying this morning the whole new process again... I get it paired and then it won't ever connect. The fitbit itself does nothing at all past the setup website screen. It does vibrate when I put it to charge and that is it.

[leader585]

Good luck! Starting from scratch with a fully charged unit worked for me.

[Frankdj]

Thanks much for all of the help.  I did exactly as described by leader585 a few times, and was finally successful.  Initially, my fitbit would not even respond to the pushbutton on its side.  I guess it has some internal timeout, and it would eventually turn itself off.  At that point, it would respond to a button push.  

Per instructions from leader585, I deleted the fitbit app from my phone, re-installed it and re-started my phone.  I made sure my androide phone (Samsung Galaxy S5) bluetooth was enabled, placed the FitBit Charge 2 next to it (it was displaying the setup screen) and started the FitBit app.  I was monitoring the results of my phone's bluetooth scan (in settings) and noticed that the fitbit showed up.  I selected it, then switched to monitoring the app.  It connected to the fitbit and immediately updated the fitbit.  You get a message indicating that the update may take 10 minutes, but for me, it was more like 3 minutes.  After that, everything has been working as advertised.

I'm not sure what the problem was, but I was ready to return the product.  It should not be so difficult to sync.  Hope the documentation and/or the sync function is improved for future buyers.

Again, thanks much for the help provided by the community.

[SunsetRunner]

THANK YOU!!!!!  This is my 4th Fitbit and I never had a problem setting them up.  I've spend over 2 hours trying to find out why I couldn't get my Charge 2 to set up, see if it had charged or see anything.  I was going to wait until the Fitbit customer service opened to call but I finally found your post and it worked!!  Again, thank you!!!!!

[StephAStephan]

Same problem. And I've tried all of these steps

[Rich_Laue]

@StephAStephan your comment tells me your having problems, but not what has been tried or what type of device your using to setup your tracker, makes it hard to help.

Im going to use the word device to refer to whatever you are using to setup the tracker.

Is your device compatable. Www.fitbit.com/devices

Are you using the Fitbit app, and not the Bluetooth settings screen to set it up?

Have you restartarted the tracker and the device?

Have you read the setup instructions  http://help.fitbit.com/articles/en_US/Help_article/1873/

The user manual can be found at https://staticcs.fitbit.com/content/assets/help/manuals/manual_charge_2_en_US.pdf

[StephAStephan]

Hi, thanks for your fast reply!

I have a Google Nexus 5x (compatible).

I am DEFINITELY using the FitBit app. Which I've installed, deleted, and reinstalled 3x now.

I have restarted my FitBit device, which still shows me "www.fitbit.com/startup"

I have restarted my Nexus 5x four times, once before a deletion of the FitBit app, and once every time thereafter.

I have read, and reread the setup instructions.

I work at a public school. I had my tech guy try to fix it, and he was unable to, either.  I showed him this forum, to which HE then tried the steps, and my brand new (not refurbished), out of the box, now fully charged FitBit is still displaying the startup screen.  At one point, I got a message that my phone and my FitBit were now connected, but I can't even get that anymore. I am frustrated. 

[jobaby14]

I have a Charge HR and have just brought the charge 2, but i just can't get past the start up screen.

I can sync it to my pc/phone. I have set it to the C2 to the default one etc. I know how it works, i have reset it many times, deleted app etc like the post said, it's fully charged but it still has the fitbit start up.

 when i try the reset i can see the fitbit icon but as soon as i unplug it it flicks back to the start up screen. Frustrating. any ideas to what i can do.