My very tech-y husband was able to figure it out. He said the problem is
that they haven't tested it with newer routers. Our home wifi (which has
pretty robust firewalls) was causing the problem. You might try going
somewhere like a starbucks and see if it works through their wifi. Once you
get the fitbit os updated, it should be fine to use at home. It's the
software update that causes the problem.
I ended up calling support before my husband figured it out, and while they
were helpful, we never got to the root of the problem. You could pass this
info. on to them and see if that helps.
Good luck!
