Sense keeps asking to download Fitbit app

[PHodgetts]

So I have managed to set up the app on my laptop, it appears to be talking with the watch as it says it has synced.

However on the sense unit all I see is an arrow pointing down and alternating with the fitbit logo saying in multiple languages down load the fit bit app.

I did review previous messages and came across one where the answer was to add another device, nothing else.

All I can see is on the fitbit app is "Set up a device", when I follow this it tells me I already have a Sense set up and do I want to remove & replace.

Please can you help and be descriptive, not everyone is computer savvy. Thanks in advance.

Moderator Edit: Clarified subject

[Odyssey13]

Hi @PHodgetts  the new devices can't be set up on a computer - they require Android or iOS.

"REQUIREMENTS

• To set up Fitbit Aria Air, Fitbit Charge 4, Fitbit Sense, Fitbit Versa 2, or Fitbit Versa 3, you must use a compatible iPhone, iPad, or Android phone. You can’t set up these devices on a Windows 10 device."

click to see the article 

[PHodgetts]

Thank you for the reply.  So I have switched to my cell phone, it has connected and started the download but stops after 5%, re tried 4 times.

I have the power lead connected to my laptop for 2 of those attempts and removed it for the other 2.

When it rejects it says try again or switch to blue tooth (but already connected )   Wifi is set up.

Looks like it is working to get to 5% but why does it stop with a big X across the face of the watch.

[Odyssey13]

Your phone at least ANdroid 8 or iOS 13? Those are the minimum requirements.

[PHodgetts]

CHecked prior to starting, I have Android10.0 

[Odyssey13]

Fitbit customer support is doing their best, but right now be prepared for longer wait times. Please be patient. Support is limited by the number of representatives available at a given time and the hours of operation. Chat lines are open when they have live help.
USA: call (877) 623-4997
UK: call 0800 069 8505
INDIA: call 000 800 050 1057
IRELAND: call 01 691 7502 (country prefix: +353)
Other contact options:

USA: click

Canada: click for options

[Rich_Laue]

By any chance, does the download stop when the phones screen turns off? 

If so, please move the fitbit app into the background before the screen times out. 

[PHodgetts]

Thanks Rich for the suggestion, no.  I put my cell screen on display for 30 mins before shutting down. Time to get to 5% was about 6 minutes.

Bit frustrated at the moment, all of this sort of takes the excitement away.  The complete set up is poor in my opinion, no information with the item.  You have to dig yourself. I wonder is it worth it ?

[AlvaroFitbit]

@PHodgetts I hope you're doing well.

Sorry to hear about this. Since the firmware update isn't working I would like to reference this help article that may help with it. Still I noticed that you already have a ticket with our Support team so keep working with them to find a solution.

@Rich_Laue @Odyssey13 thank you for your help in this thread.

I'll be around.

[PHodgetts]

Hi Alvaro, thanks for the kind wishes and thank you to all trying to help.  The support team were very good, tried for over 1 hour different options but in the end they decided I had a defective unit and must get it replaced.

Hopefully the replacement will be much easier.

Its great to know the support is available.

Regards

[AlvaroFitbit]

@PHodgetts happy to hear that our Support team was able to replace your tracker. Hopefully you will be back on track in no time.

Happy stepping!

[PHodgetts]

My latest update, so I received a new unit a few days ago and I must say the process for the exchange was very good. However I am still very frustrated with the Sense unit.

The new unit appears to have the same problem.  I can  not get past 5% on the download of the Fitbit app on the sense unit.

Spent over 2 hours trying different methods and all fail at 5% status.

So I am using my cell phone with the the Fitbit app loaded.

The cell phone & sense unit can connect both with wifi and bluetooth, I have tried both as instructed during the download process and both stop at 5% with a big red X on the sense unit.

I have had bluetooth open on my laptop and I have closed the bluetooth connection but still 5% and update failed.

At the moment I do not have the Fitbit app on my laptop, I did with the previous unit but have uninstalled it relying on the cell phone (Android version 10).

I have replaced & reloaded the Sense unit 3 times within the app and received the 4 digit number from the sense unit which was put into the cell phone that starts the download process so I believe the issue is not that the 2 items are not connecting.

I also run a VPN on my laptop, not on the phone, so have even removed it to see if it made a difference (not that I thought it was interfering)  but still the same result.

So as I have the same problem with my replacement unit I wonder if the first unit was actually OK but the root cause was not found ??

For the first unit the support team (Help desk) were quite thorough and also spent over 1 1/2 hours before coming to the conclusion the unit had to be replaced.

I wonder if the replacement is actually the same unit ?

Any thoughts would be appreciated before I get in touch with the support team again.   

So what do I do now ?  As the       

[Rich_Laue]

@PHodgetts did you move the Fitbit app, on the phone, to the background, before the phone screen goes dark? . 

[PHodgetts]

Hi Rich, no I did not.  The app on the phone is running all the time and in full view showing the download progress, I have the phone screen set at 30 mins before the phone screen closes.  From memory the phone screen does not go dark at all (due to the 30 min setting).

[Rich_Laue]

I only mentioned it because in android, if the app is in front when the screen goes dark, the download fails. 

I leave my screen timeout set for 15 seconds. Move another app in front and put down the phone. 

Usually when the update fails through WiFi, the user is given the option to go with Bluetooth through the phone. Have you tried this way? 

[PHodgetts]

Hi Rich, just tried what you suggest in moving another app in front but no success, tried it twice with wifi and bluetooth. 

Yes I do get a prompt for both wifi & bluetooth, tried both several times.

Thanks for the reply.  Next suggestion please.

Latest update:  After a chat with the help desk once again, they now suggest the problem might be the cell phone.  Suggest I find another cell phone and see if the download process works with it. 

Sounds simple but when you live in the country and have no family around you where do you get to borrow someones cell phone ?  

Anyway not sure this is the problem but will try it out when I can access another cell.  I can see my current cell phone is connected to the Sense unit and it says it is sync'd okay and they are communicating together, just can't get past 5% download.

Its now over a month since I first acquired the Sense. Is it worth it ??   I wonder.

Moderator edit: merged reply

[Odyssey13]

Oh @PHodgetts I know how you feel about living in the boonies. Used to live in an area where I had to drive to a clear spot to see the cell tower if I wanted to get good reception. Old neighbors drive to the top of the mountain to make their important calls. Is there an area where you can get really good reception? If so, go there. Take a book, look at the scenery and give your phone time to finish up that update on your Sense. 

[PHodgetts]

Odyssey13, no problem with wifi reception at all, just dont get cell coverage at all except like you say drive a few miles and impossible to borrow a cell phone as requested.  My phone has both cell & wifi (smart phone). Problem is can not get past 5% download before it quits.

So have to work out how to borrow another cell to check if the problem is related to my cell.  Dont you think its quite personal asking to borrow another persons cell and too download an app ?

However I thought the download is done using either wifi or bluetooth not cell reception.  Not sure I understand your reply to be honest.

[Odyssey13]

@PHodgetts  I was hoping if you had good cell reception somewhere that you could begin the update and sit in your car while it completes. Honestly, my family members and friends cling to tightly to their phones that I doubt they'd ever let someone touch it, much less use it. Where I lived before was a good twenty minutes to a small town with a mom and pop grocery store and gas station. If I wanted to go to a Walmart, it could be at least 45 minutes.