Can't get pass the setup screen, Fit bit does not work

[GainzMan1995]

My fitbit's screen is stuck on the screen that says "Let's get started, Configuration, fitbit.com/setup." I already went to the link it tells me to go to and the link just said to download the app. I downloaded the app, setup an account, and added my device. The screen still has not changed and according to the app the  device needs an update before I can use it so I hit update and it keeps saying that it could not complete the update. at the moment this thing is about as useful as a popped tire or an umbrella with holes.

[Hopey10]

I’m having the same issue. 😞 

[Jenn2018]

Mine, too.  Plus, I don’t know if the battery is charging.  

[WendyB]

Please see this thread.

https://community.fitbit.com/holidaysetup

First off you need to charge it for at least 2 hours and then set it up.

It does not work by just pluging it in

[Jenn2018]

Completely understand and know that.  After a call to Tech Support, learned that it is a known software issue, and that there is no known date/time for resolution (understandable, as well).  It is an issue being worked by Fitbit.

[Hopey10]

I have charged it. I’ve also called customer service. After 20 minutes I was told I should start the warranty process. Brand new and broken... and from what I’ve read on here, the “exchange” surge that people receive has the same issues. I’m beginning t suspect it is indeed a software issue and that Fitbit is aware but has no solution.

Sent from my iPhone

[jesport]

I tried to set it up and got it working in the end. If you have windows 10 and Bluetooth, the best way is to update or set up only using Bluetooth. I think the drivers for the usb cradle conflict with the Bluetooth connection.

For windows 10:

1. Uninstall and reinstall fitbit app

2. In windows find the Bluetooth and devices panel under settings. The blaze will be listed under other devices and by right clicking on blaze and remove. Remove all blaze listed. Then turn off the Bluetooth for 10 seconds and turn it back on. Windows will ask at some point  "would you like to pair with fitbit/device" Make sure you click yes.

3. On your fitbit watch press left button and lower right button at the same time for 10 seconds to reset the fitbit. The website and setup text on the watch should disappear and the fitbit symbol should display, then let go of buttons.

4. Ensure you don't plug in using the usb cradle, use only bluetooth. Go into your fitbit app on windows and either click setup or update. Follow the process to update. It takes about 10mins. The setup text and icon on the watch is replaced with the fitbit symbol and install status bar whilst it updates using Bluetooth.

Hope this helps. 

[Jenn2018]

Unfortunately, that doesn’t work for me, as I have a Mac. Tried to connect again today using both of my phones, and still get the same error message. I’m disappointed that Fitbit hasn’t come out with an announcement about this problem. It is frustrating.

[GainzMan1995]

i tried that, still isn't working

[Hopey10]

If you read through the posts on here... it’s a widespread issue. The admins on here act as if we can’t follow simple set up instructions or charge the device...but the reality is there’s a bigger issue. 

[MissWomer]

I spent lots of hours troubleshooting this issue and even went ahead and had them send me a new one.  After two hrs of trying the same thing that I did with the other one I'm still getting the same error messages.  Now I have a working old Charge HR that is falling apart and two non functional Surges.  Calling them to see about returning both and paying the extra for the IONIC.

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[KateFitbit]

Hi Everyone - We are currently investing reports of Surge users unable to set up their tracker on iOS, and see Error 24, followed by Error Domain Error 8. For updates, please check out this thread on the iOS board. 

[Hopey10]

I’m done with fitbit. I’m going to wait and see if they can fix whatever is wrong with their software (I suspect they’re working on a solution but don’t want to admit there’s a real problem!)... but I won’t be buying anymore of their products.

Sent from my iPhone

[Army_eyez]

I (HAD) the same issues! Fitbit sent me a replacement, same problems. After reading I figured out it’s the Apple products/Fitbit software that won’t allow the update. I grabbed by 4 year old’s $60 tablet from Amazon, downloaded the Fitbit app, and hit update. My Surge is now working with my iPhone!

It took several days, two Surges, and off the chart frustration before it clicked.

Bottom line...you can sync your Surge but not update using iPhones and Macs. The update has to come from another product...in my case, a fire tablet from my 4 year old. 

[Hugo44]

I can’t believe that after purchasing the surge I’m unable to configure it to IOS. The software problem is really frustrating. Reading the blog it seems that there are many more having the same issues. Really not good enough Fitbit if the issues are not resolved very soon I’ll have to look elsewhere. Come on Fitbit fix this now

[GainzMan1995]

I've tried applying the update from my windows 10 laptop and from the app I installed on my ipod touch and neither work, so I don't think it has to do with whether it is an apple or windows project.

[Army_eyez]

Maybe not...but Fitbit’s response (after 2 Surge watches and 2 calls into the help desk with them walking through step by step) was to borrow an Android for the update if you have Apple products. This may not be your problem but it was mine, so I thought I would let others know... 😁

Sent from my iPhone