Sense stuck on message "To start download the Fitbit app"

[lionels]

Dear,
I received a new fitbit sernse because my previous one would no longer charge.

The one I have now is in a setup loop.

when I have completed the installation on my smartphone, it comes back to the screen that I need to install the app to get started. At that moment the fitbit is in my app and I can trigger a sync. the moment I trigger a sync I get a green check mark on the screen of my fitbit after which it jumps back to a gray fitbit logo to return to the start screen a little later.

Which I have already tested myself.

- installation on another device -> didn't work either

- clean up bluetooth profiles of fitbit, restart fitbit and smartphone -> didn't work either

- another sense -> went well

I was in contact with chat support about this yesterday, but it doesn't work anymore, I keep coming to an error page

Moderator Edit: Clarified subject

[MarreFitbit · Accepted solution]

Hi there, @lionels. Welcome to the Community Forums. Thanks for trying to troubleshoot the issue with your Sense before reaching out. I understand where your concern is coming from. 

We're sorry for the hard time you had while reaching our Support Team, due to recent events affecting our operations, support options are limited and wait times are longer than usual. If you want to still chat with us, I'd recommend checking the page through out the day to see if the support chat is available in another time of the day. 

Nevertheless, I'd like to offer some help through this thread. With that being said, I'd like to know if you've already removed your old Sense from your Fitbit app and also your phone's Bluetooth settings? If you haven't done so yet, I recommend trying the following steps:

• Unpair your old Sense from your phone's Bluetooth settings and from the Fitbit app. If you see 2 Fitbit Sense connected to your phone's Bluetooth settings, please remove both of them. 
• Force quit the Fitbit app.
• Turn off other Bluetooth connections when not in use. This can help to prevent connectivity issues or Bluetooth interference.
• If you still have your old Sense with you, please take it away to avoid any Bluetooth interference with the new Sense. 
• Shut off your phone and turn it on after 1-2 minutes.
• Turn on the Bluetooth on your phone.
• Plug it into the charging cable and open the Fitbit app.
• Set up your new Sense once again.
• If there is no connection, restart your Sense.