New Inspire HR Set up cannot complete - iPhone 5s

[milmol7]

Hi I've bought a new Inspire HR today.

It linked with my phone (4 digit number), shows in bluetooth devices, and is synced. However it will not complete set up as the app is telling me "Inspire HR update available .... Update Tracker" and when I go through with that it says "searching", then "loading" then within seconds, "something went wrong. There was an error while trying to update your device" "OK"

It gives me 4 troubleshooting options all of which I'm already doing:

Keep Inspire HD nearby

Enable bluetooth

Make sure you have active internet connnection

Make sure battery is charged.

Ive also followed other troubleshooting advice, I've unlinked and re-linked, I've uninstalled and reinstalled the app, I've reset the tracker, I've switched bluetooth off and on.

Can anyone help please.

[RobP63]

I've had exactly the same issue. Tried with two phones, removed all other bluetooth connections, still nothing.

[Afilm]

I’m currently trying to do mine on a Xr and exact same problem 

[acpkazoo]

Same problem on my Android Samsung 8.

[ValDzb]

Same problem.  Chatted with Customer Service today and they said that there is an issue with the firmware update and they are working on fixing it.  They said to try again in a few hours and gave me a case number.

[Danielleheyes]

Exactly the same issue on iPhone 7 Plus!! Getting really frustrated!! 

[milmol7]

Its disappointing that no one from Fitbit customer services don't update on here. Seen a few more threads now so it seems to be a waiting game...

[Aking2552]

Any updates? 

[ValDzb]

The problem must be resolved.  I was able to update finally.

[Ajmb]

I have a 7 and it will not update

[Patsy1234]

I do not have the iPhone 5s, but my phone won't set up either. I was on hold for 1.5 hours with the support line. Then again for 30 minutes. Tried to online chat, but was waiting at number 38 for over 30 minutes. I'm thinking I may need to return this device if help is that difficult to obtain! Any suggestions?

[milmol7 · Accepted solution]

Updated guys!

Hope you all get same success and thanks again for the updates last night

[Lovemyappy]

Mine still won't update. 😔. I have a Galaxy S8. Just got my fitbit and haven't been able to use it. Do you think it would help if I call in? 

[acpkazoo]

Im in the same position.

Moderator edit: removed personal information

[acpkazoo]

OK. I will try now.

[milmol7]

I hope you all manage to get sorted. @Lovemyappy I don't have any confidence in customer service myself. I did get through quite quickly to the online live chat support, but basically they just went through the troubleshooting which I'd already done, and is readily available online. They didn't have any idea about the firmware issue and advised me to take it back.

[Patsy1234]

It did not help me to call the support line, that's for sure!!!

[LizzyFitbit]

Hi @milmol7 and @acpkazoo, it's nice to see you around. @dhada, @BillyCal, @Zo_Bb, @IMT48, @mka010451, @Mcdonald216, @MacNa91, @Lovemyappy, @KingStrato, @SHAYTOG1, @Jayde....24, @Mcguffie, @santocrates, @Ashten, @HanadiM, @RobP63, @Afilm, @ValDzb, @Danielleheyes, @Aking2552, @Ajmb and @Patsy1234, welcome to the Community Forums. I'm sorry for my delayed response.

@milmol7 and @ValDzb, I'm glad to hear that your Inspire HR devices were able to update. Thanks for your efforts in troubleshooting them, as well for your feedback about our Support Team. I see where are you coming from, and our team will keep working on our devices to improve their performance.

@dhada, @BillyCal, @IMT48, @Mcdonald216, @MacNa91, @Lovemyappy, @KingStrato, @SHAYTOG1, @Mcguffie, @santocrates, @Ashten, @RobP63, @Afilm, @acpkazoo, @Danielleheyes, @Aking2552, @Ajmb, and @Patsy1234, thanks for stopping by, and sharing your experience with the Inspire HR. I totally see where are you coming from as this shouldn't have happened, and I appreciate your efforts while troubleshooting them. Have you made sure the Fitbit app is updated to the latest version? In the case of Android, do you have the location services enabled. Although you may have tried the following steps, please give them one last try in the given order. Make sure to have just one mobile device next to the Inspire HR to avoid any interference.

For iOS devices:

1. Remove the Inspire HR from the Bluetooth settings.
2. Turn off any other Bluetooth connections.
3. Force quit the Fitbit app, reboot your phone and restart your Inspire HR.
4. Open the Fitbit app, tap on the Account icon > setup a device.
5. Choose the Inspire HR, tap on "replace device" and follow the onscreen instructions.
6. Once it's connected, you'll be prompted to update the firmware.

For Android devices:

1. Remove the Inspire HR from the Bluetooth settings.

2. Turn off any other Bluetooth connections.
3. On your phone’s settings, tap on Apps > Fitbit > Storage and Clear Cache.

4. Then, go back to the previous screen, tap on “Force stop” and reboot your phone.

5. Open the Fitbit app, tap the Account icon > setup a device > Inspire HR.
6. Follow the onscreen instructions, and accept the prompt to update the firmware.

@Jayde....24, thanks for taking the time to contact our Support Team, as well for troubleshooting your device. I see your point of view, and I'm sure they'll work on your order so you can receive it soon. You can also reply back to them so you can receive more details about your order.

@Zo_Bb, @mka010451 and @HanadiM, thanks for joining the conversation, and sharing detailed information about your Inspire HR devices. I've checked with our Support Team and apparently a case was opened for each of you, in order to work on this situation. If you have another question, feel free to let me know.

See you around.

[KAWInspireHR]

Think there is a problem with my brand new Fitbit InspireHR.

Opened the box yesterday, Charged it up, downloaded the app to the iPad, registered, allowed all the location est...., connected to Fitbit with the 4 numbers check, says it needs updated, try and it fails after 2%. 

Tried restarting all devices removing and adding bluetooth and all the different techniques to get it working and it still won't work. 

Do I need to take it back to the retailer(Currys)?

[milmol7]

Hi
As far as we could make out, the issue from a couple of weeks ago was with the firmware, which was sorted out. So if all troubleshooting options have been tried, maybe it is faulty. Once the firmware was sorted, mine has been fine and I really do like it, it's worth persevering with

[LizzyFitbit]

Hi @KAWInspireHR, welcome on board. @milmol7, It's nice to see you again. I'm sorry for my delayed response.

@KAWInspireHR, thanks for letting me know about your new Inspire HR, as well for the troubleshooting steps performed prior posting. Since this shouldn't happen, I've checked with our Support Team and apparently they already took your case under their wings. I'm glad that they're working with you about this situation.

@milmol7, thanks for stopping by to help our friend, and I'm glad that your Inspire HR is now working correctly. I'm sure you'll crush your steps! 

Catch you later!