White line across the screen on Inspire HR

[Samjade27]

I have just got the Inspire HR and there is a white line across my screen that stays even when you move to different screens and only goes when the screen is off. I have tried restarting but had no luck at it going has anyone else had any issues like this or any suggestions?

Moderator edit: subject for clarity 

[samurai-el-jack]

Me too!! Nowhere in this thread is there a solution to this sinister white line - I charged it fully; I connected the app; I did all the steps - still white line.

Does that mean I'm dead? Can someone please answer the 17 people on this thread who have asked for help??

[NM02]

Mine shows 38% and won’t stay on long enough to reset. Because it won’t get to 50% it can’t download the new firmware 😞 

suggestions?

[NM02]

When I first turned on my Fitbit inspire HR it just showed a white line, when I plugged it in it didn’t seem to charge and showed 38% (so the software wouldn’t update). I left it plugged in and then a few minutes later I tried the software update again and it worked - seemed it was charging even though the battery symbol did not appear. Software updated, I went on and did something else - works fine now, battery is charged, changed the settings etc. Moral: be patient 

[Ren54]

I never got a response. I had to start over and update my firmware. Once I
finished the update it worked.

[nbrdr]

I had really appalling initial experience after buying this tracker and called bull**ahem** out-loud. If you are serious about making products better, please consider displaying a message along with the stupid line. There is no context for new user to know that the line is a progress bar for firmware upgrade. App isn't really helpful either.

[redheadfitgirl]

I agree that this is an appalling experience.  Just ship these things ready to go! Why am I having, as the consumer to both charge this thing and update it upon OPENING THE BOX!?!??! I'm not tech support.  Just send me something that works.  I don't have time for the *buckshot* involved in trying to set this up. Yikes. 

[Giraffe3]

This happened to me. I hadn't even used it for the 1st.time. It said battery was charged. Even though there was no update notice, I updated it anyway. Works now! 

[afbauer7]

• I have tried twice to upgrade to a FitBit HR Inspire and both times same problem. I get it and try to charge. It connects to the battery for a minute then I get a white line. Can’t do anything. Can’t charge. Can’t do software install. About to send a second one back to the company and switch to a new device company. Anyone else have any advice?

[andiek]

Hello everyone!

I just purchased my inspire HR today (7-08-2020) - as an upgrade to buying an ALTA in 2016!

Some things to note, especially if you're new to fitbit: 

1) Just because the battery screen isn't showing, doesn't mean your fitbit isn't charging. It will show for a second, and then the screen turns off. BUT ITS STILL CHARGING! Much like when you plug your phone in - shows battery is charging, then screen turns off. 

2) That white line? It's a progress bar. Meaning it's a faint white line when you initially begin the firmware update process. As progress is made, the bar will change like a loading bar/streetfighter life bar. (I'd attach photos but apparently I don't have permission to do so here. LOL)

When the update is done, that line will go away! But you guys need patience!!

3) IT'S A GOOD IDEA to wait until your fitbit is at 60% battery before beginning the firmware update. Mine came out of the box at 43%. Probably took all of 5 minutes to get to 60%. Worth the wait. At 54% the app said "low battery cannot update". So don't do that.

4) HOW TO RESTART YOUR FITBIT? Step 1: connect to charger. Step 2: plug it in. Step 3: Hold the button down for 8 seconds (just wait until it goes blank.) Then, a smiley face will appear if it has reset properly. Note: the website says hold for 5 seconds - that's no bueno. Just keep holding it.

Hopefully that helps some frustrated souls on here. I was also concerned when I turned it on and BLAM white line. I thought "did it glitch? Is the screen stuck? What the hell!". Not the greatest out-of-box experience, but hey, it's fixable and it works really well afterwards. 

Cheers everyone!

A

[andiek]

Oh PS) You know when you plug it in, and the screen says "fitbit.com/setup"?

That's straight garbage, that URL link is broken. 

Just download the app on your phone, and then sync up that way. No webpage required. 

[wanderingsoles]

How long does the update actually take? My Inspire HR has been at full battery for over 30 minutes but I haven't seen a change. I wouldn't have thought the firmware was very large and thus it wouldn't take long to download. 

[andiek]

Did you go to the fitbit app to connect your Inspire HR, and then update firmware? The fitbit won't update by itself if you don't connect to the app, even if the white line appears. The loadbar on your phone is probably a bit more accurate to judge if the update is successful - it'll give you a confirmation message that it's done as well.  I'd say it took about 30 minutes or so? 

[Suzi-n-Dean]

Evidently the thin white line represents "progress" in installing the firmware updates. It turns from grey to white as the firmware is installed via your phone (and only your phone - not a PC or Mac)...

[KathleenGarrity]

Same thing happened to me - here's what I did:

1 - "Hard reset" the device by holding the button on the left hand side down while its charging

2 - Go into the app and there should be a pink notification bar at the top prompting you to "Update Tracker Language" (kind of confusing).

3 - Wait ~30 mins for the Firmware on the device to update (the thin grey line is a status / progress bar, you should see it progress).

4 - When it's done you'll get a check mark.

[disue]

I am in the same boat. Was on chat with two fitbit tech supports and was told to leave it for 30-60 minutes to update. Five hours later still a white line. I am very disappointed! I had a fitbit zip for 7 years and they no longer make it so I thought the inspire was the best alternative. Apparently not.

[disue]

Just got the fitbit inspire today to replace my zip that finally died after several good years. I did all the steps several times and got tech support twice. Still a white line. There are no instructions in the package and the website that pops up on the inspire is not active. The instructions from tech support were wrong. This should be so easy. I am not at all impressed. I just want a simple step tracker with a clip rather than a watch. I have a feeling I can get one for $20 elsewhere that might actually work. Instead I spent $70 for the inspire and $25 for the clip, plus tax, so over $100 for several hours of frustration and now I have to somehow find a way to return the items.

[Carld55]

I have exactly the same issue. I received this today and cannot get it to work. Not happy with this at all.

[GC77584]

Spoiler

Spoiler

I am beyond frustrated. I just got the device 2 days ago.  I have followed the instructions to reset multiple times, removing the Inspire HR from my account and setting up again each time. It is fully charged. The app is running on my phone and it's right next to the tracker. They're able to sync. The white line has been there without changing for 3 hours. The app doesn't show anything about updating the firmware.   What am I missing?

[Lomostar]

Same here.  Just got the inspire HR yesterday and have spent at least 2 hours trying to set it up.  Won't work on my old phone, tried on my desktop computer.  It syncs on the computer but I don't get any display on the tracker.  Am ready to return it and go to another product. Never had these problems with my previous fitbits.  Am very disappointed as I've used fitbit for several years without problems and with very easy setup.

[GC77584]

Finally! I went back to the app for the 37th time and FINALLY got a prompt to update. I'll let you know if it works.   

Update:  it worked!  The key was seeing the prompt to update in the app, but I have no idea what caused it to come up.  All that time the line was there, it a wasn't really updating. It didn't update until I told it to start in the app. Once it started it took about 45 minutes.