Fitbit sense 2 losing connection while updating firmware

[BriM95]

Hi there, 

I recently purchased a fitbit sense 2 - when I first received the watch I was able to set it up within 20 minutes. However I accidentally did a factory reset on it and now every time I try and update the firmware it will download for half a second then the watch stops downloading the update and the screen says the following: 

My phone is right next to my fitbit throughout this process.

I have attempted the following steps to rectify this issue to no avail 

1. Removed all Bluetooth devices from my phone and turned off Bluetooth

2. Unpaired my fitbit from the app

3. Turned off phone for 2 minutes then turned back on

4. Turned Bluetooth back on and reattempt pairing and updating

None of the above has worked so I have also tried to restart the fitbit as well and the fitbit is still getting the same notification.  

I have contacted support and they were not very good at listening to my issue and just kept saying that they can see that my fitbit is paired and synced but it is wholly useless without the firmware update. 

I have done this process over and over for around 5 hours and still no luck.

Please help! 

- an extremely upset fitbit lover 

Note: if I don't get to the above screen my fitbit gets stuck on the connected screen. 

I have also tried having both my phine and fitbit charging and one or the other charging as well as neither charging none of which have helped. I thought to just let the fitbit battery drain but it's at 100% so that could take days. 

Note 2: I purchased this fitbit through the online store.

[Ner1477]

Did you fix this problem by any chance? I’m having the same problem 

[sankalpa728]

I did face the same issue. Tried from different devices. Had ordered it from Amazon. I ordered a replacement one!!! 

[Ner1477]

I think that’s what I’m going to have to do too. I’ve tried everything 😩

[BriM95 · Accepted solution]

No unfortunately I didn't. I contacted support  again and I am getting sent a replacement.

Highly recommend getting in contact with them of you're having the same problem. Especially if none of the recommended fixes are working