Sense won't pair

[annegabita]

Hi! I got my new Sense yesterday. I managed to pair it, but when I go to the setting up step, it connects well through WiFi or Bluetooth. But once it gets to 5%, I get a red X on the watch screen and the update stops - the watch screen goes back to the intro message "to set up your sense download the app etc". I tried to restart the watch, deleted my Fitbit app, tried on my tablet and another phone, and the same issue. I had no issues like this with my other Fitbit watches. Is there anything I am missing, or shall I request an exchange? Thanks!  

Moderator Edit: Clarified subject

[lablover55]

is the watch charged up?

[Guy_]

As @lablover55  the watch needs to be on the charger, and fully charged preferably, and it needs to be near the wifi source to ensure good wifi communications.

Wifi needs to be 2.4 gHz type, not 5 gHz to ensure that it can communicate over it.

[Gr4ndp4]

Hi, @annegabita, welcome to the community, I note you have tried to set up your Sense on your tablet and phone. You should ensure that the Bluetooth on your phone/tablet you are not using is turned off as two simultaneous Bluetooth targets will cause a problem. You may find this video is helpful in your quest for a successful setup. These articles How do I set up my Fitbit device?  and Why can't I set up my Fitbit device? offer further guidance and advice.

The limits mentioned in this article may also be of interest.

If you are still stuck please post here again.

Cheers

[annegabita]

Yep, fully charged up

[annegabita]

Tried the suggestions you made above  batter fully charged up.

 The problem is that the update goes to max 5% the the watch disconnects.  The app would see the new Sense being set up, but the watch had never updated - the watch screen always had shown the welcome to fitbit message..

[Guy_]

@annegabita  try making sure that the phone and watch are close together AND near your WiFi source, and no other devices have Bluetooth on during this setup phase.