Inspire HR stuck in setup screen loop

[Rokkan0311]

I bought a new fitbit (an Inspire HR) to replace my old flex one, which my new laptop can't seem to find/pair with. Having set up my new fitbit so that the app syncs with it, the fitbit itself shows nothing but a horizontal line across the centre of the screen. No clock. No swiping up or down, nothing. This is a straight out of the box, brand new fitbit. I have reset it 5 times now, following the instructions found in the help section and still nothing. Due to no swiping I can't reset to factory settings. What can I do to get this sorted?

EDIT: got through to live chat. They were very helpful and have helped me order a replacement under warranty.

[LiliyaFitbit]

Welcome to the Fitbit Community, @Rokkan0311.

I appreciate your participation in the Forums and sharing that your new Inspire HR is showing only a horizontal line across the screen after setup. Thanks for trying to resolve this, I appreciate the additional details and I am here to assist you. I am glad to hear that you contacted our Support team via live chat and they helped you order a replacement under warranty. Thank you for posting the update, I appreciate your feedback. 

In case you have some spare time, I would like to invite you to visit our Discussions board where you can share your experiences, make new friends and create new topics.

Keep on visiting the forums. Happy stepping!

[lizmccann]

This is the second Fitbit I have sent for and only get flat bar on the middle of screen.  I was also on live chat regarding the first Fitbit I purchased but got no answer to the problem.  I am now going to contact Amazon for a second and final time to collect yet again a faulty Fitbit, but this time I will not be asking for a replacement>  I feel very let down with this product and Help Centre.

[Rokkan0311]

got my replacement fitbit at stupid o'clock (7:18) this morning. Same issue as the first one. Tried the same technical steps, and nothing doing, it doesn't want to work. Think I'll be looking for a refund and going elsewhere. Can't afford the price tag for two pebbles that don't do anything.

[jtc2020 · Accepted solution]

This happened to me and I was able to fix it by chatting with support. I tried to setup the device using the Windows Fitbit app for my PC - which seems to have a bug in it. The white bar across the screen is the progress bar for installing updates. I was able to solve by using a friend's phone by doing the following:

1. On a phone, install the fitbit app and sign in - or if using friend's phone, log out of their account and sign in with your account.
2. Reset the fitbit if needed (see https://help.fitbit.com/articles/en_US/Help_article/1186.htm)
3. Then add the Inspire HR from the mobile device - this time it should download and install updates and break out of the setup loop.

Hope this helps.

[Rokkan0311]

Thanks for the reply, but I sent both of the pebbles back to Fitbit and used the refund to buy another brand instead.