Can't setup Inspire HR

[DogMamaOf2]

My Mom and I ordered new FitBits; hers is an Inspire HR and straight out of the box, it doesn't seem to want to setup. When connected to the charging cable, there's a horizontal line across the centre of the screen, and when it's not connected to the charging cable, the FitBig logo with "www.fitbit.com/setup" scrolls across the screen. There's no clock, it won't swipe, nothing. Anyone have any thoughts on this?? I've tried to reset it 2-3 times already with no luck. Thanks!

Moderator Edit: Clarified subject

[AlvaroFitbit]

@DogMamaOf2 Thanks for stopping by!

Let me help you with your Inspire HR not working as it should. This is odd and thank you for restarting your mother's tracker. I suggest you clear the connection between the phone you are using and the tracker by doing the following:

1. Go to your phone's bluetooth settings and remove all devices listed there.
2. Restart your phone and restart your device. 
3. Check that no battery saving app/feature on your phone is affecting your Fitbit app.
4. Also, on 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. 
5. You can find troubleshooting instructions here.

Let me know how it goes.

[DogMamaOf2]

Hi @AlvaroFitbit , I followed your instructions, and the fitbit logo and www.fitbit.com/setup is still scrolling across the screen. At this point, I'm really not sure what else to do. Does anyone else have any suggestions? Is this something that others have had issues with with the Inspire HR?

[DogMamaOf2]

Hi @AlvaroFitbit , I ended up having to install the fitbit app on my Mom's cell phone; it wouldn't work on her ipad for some reason. So, I finally got it to install on her phone after trying twice; the first time it failed. Today, her fitbit registered zero information even though she wore it all day. It said that GPS was on, and it had 2 crossed flags. She couldn't sync even though bluetooth was on, and then finally got it to sync. It's really been nothing but issues; would it be possible to exchange it for a fitbit inspire instead? Can her credit card be credited for the difference? 

[Bill71]

I followed the instructions given by the Fitbit response to your request and my tracker still will not get off the setup screen. It also had a horizontal bar; other people on another post said it was downloading an update. I let it sit overnight I eventually got the bar to go away by restarting the Inspire HR. The setup instructions and trouble shooting instructions are pathetic. The tracker screen actually worked (tapping, scrolling,etc) out of the box for about 5 minutes. It stopped when I hooked it up to the charger cable and my computer; synced, I entered the 4 didget number and it gave me a "check mark". The tracker syncs but does not show anything but the Fitbit logo and www,fitbit/setup.

[wjreedy]

I had this same problem. Spent a long time on the chat line with a very polite and patient person named Kler, but eventually gave up after many restarts and checks with my android phone and inspire HR. Before packing the inspire HR and shipping it back for a refund, I tried using my wife's iPhone and instead of being stuck on the setup message, it said there was an update for the inspire HR. I was able to download it and install it and then the setup worked. Good luck.

[Bill71]

If you get stuck with a horizontal thin grey line or the Fitbit logo and www.fitbit.com/setup try setting up Inspire HR to a different device such as an Android phone or a different phone. Fitbit setup instructions on the setup website are pathetic. Like I said in the previous post the Inspire HR worked until I tried to do the setup. Once it synced  with the fitbit app on my Windows 10 computer (without bluetooth but with a fitbit dongle) it would not complete setup. It had the grey horizontal line across the screen. I did a restart on the watch and it went to a screen with the fitbit logo and the www.fitbit.com/setup  "This site does not give any information to setup a fitbit Inspire HR." On the app on my computer when checking "help" and "check for update" it said my fitbit was up to date. I then removed the device; uninstalled the fitbit app; turned off my computer and started over. After many many attempts I went to another Windows 10 computer with bluetooth and basically the same thing happened. After many, many attempts.The Inspire HR would sync leave me with the Fitbit logo and the setup website. I then removed the device and uninstalled the fitbit app from both of my computers. I then used an android phone; installed the Fitbit app; logged into my account; plugged in the charger cable to a USB port and to the back of the Inspire and clicked on setup a device. The phone synced with the Inspire Hr; IT THEN SAID THAT THE INSPIRE NEEDED AN UPDATE and the horizontal light grey line started to partially glow bright white incrementally as the update downloaded. Once completed The Inspire worked and I was able to complete the installation. Hope this helps anyone else with a similar problem.