Inspire HR stuck on setup screen

[Madcaps]

Hi,

I have a new Inspire HR which I set up yesterday. At first all I saw on the screen was a grey line. Based on what I read in Community, I restarted several times. I see the smiley face, and after the Fitbit logo appears along with the url www.fitbit.com/setup. I can't scroll to anywhere else. I uninstalled and reinstalled the app and synched a few times. I see a message that it's successfully synched. How do I use this Fitbit or should just return it?

Moderator Edit: Clarified subject

[RicardoFitbit]

Hi @Madcaps, welcome to the Community Forums!

Thanks for bringing this to our attention and for trying some troubleshooting steps before posting over here. It seems that your device was unexpectedly unpaired from your account and this is the reason why it's showing the www.fitbit.com/setup screen. That being said, to further investigate and better assist you, can you please let me know if your device is paired with your Fitbit account and the Bluetooth settings of your mobile device? Also, which phone are you using? What I can suggest you at this point is to completely unpair the device from your account and then set it up again with the out of box instructions.

Looking forward to your reply.

[Madcaps]

I did that. I got the grey line on the screen again. Then restarted the device again and now I'm back to the screen that says fitbit.com/setup. The app seems to be aware of the Fitbit. It says it has synched. It's not connected to a phone, just to the Windows 10 app.

[LH2SD]

I keep getting the same thing. Gray line then I set it up again on my account and I get stuck on the setup screen.

[Cjmjiamim]

I also encounter same issue! Tried it alot of time ,but still the same! And required a update. But my update doesn't cross over 5%. And it will failed. I tried so many times till I give up. Anywhere I can exchange a new device?

[RicardoFitbit]

Hello again! It's a pleasure for me to continue providing assistance on this thread.

The thin gray line that's shown on your Inspire HR display is the firmware update process, this is usually installed during the setup process and this is the reason why you're unable to setup your devices with your Fitbit accounts. That said, I recommend you to learn more about how to update the firmware version of your Fitbit device with the information that's specified on this help article. Then, please move forward to the troubleshooting steps that are specified on: Why can't I update my Fitbit device? and let me know how it goes.

I'll be here if further assistance is needed.

[AllanJ]

I had the same problem. I had to power off my phone and then restart. Things are a little slow so give the Fitbit a

little time to respond.  I have an Android phone.

[Cjmjiamim]

Hi..I have try the troubleshoot. But it doesn't work..prob still the same. Unable to update. Fitbit screen shows only www.fitbit.com/setup.  The device already set up in my fitbit acc.. And I have turn off and on my phone to try. But still failed. 

[LH2SD]

Still stuck on either the line or if I restart it goes to the fitbit.com/setup.  Not sure what to do with it. It will sync with the computer app and acts like it knows it is there  - I'll get the 4 digit code but I can't get it to go any farther. Using Windows 10 not a phone.

[LH2SD]

Just been advised need to set up the Inspire on a phone. Fitbit might want to make this clear when you are purchasing their products.

Moderator Edit: Formatting

[LS1958]

I started with similar issue as described.   I charged the tracker for a few hours and then tried to set up. I went thru steps and the software recognized immediately my new Inspire HR.  THEN I was unable to proceed with update because it told me that I didn't have enuf battery to proceed.   So I put the tracker back on the charger and went to bed.   This morning the tracker was dead.  No power at all.   The device and the charger are kaput apparently.   I tried different plugs and USB ports.  Nothing.  Stuck.  What do I do? 

[Lycee49]

My first two VERSA's died right after the warranty expired.  I decided to purchase a less expensive one and bought my watch yesterday and had that problem (solid line, reset then smiley face back to solid line), so I took it back and got another one...guess what happened!!!  I will not be purchasing another fitbit watch.

[LH2SD]

Apparently you need the Fitbit app on a phone. Will not work with Windows/computer. Word to the wise....

[Madcaps]

I resolved this by returning the Inspire and getting a new one. I set the new one up to sync with the app on my iPad rather than my laptop and it seems to be working. I prefer to use the app on my laptop because I like the dashboard display better in the Windows app, but I'm not going to jinx it at this point. 

[NCwalker]

Mine is doing a similar thing, both on my phone and on my laptop. It will not reset. I am charging it now, but it just shows the home screen, not the battery charging. It will not scroll or go to any other screen.