Unable to pair Charge 2.

[ddcb]

Hi there,

wondering if anyone has any new ideas that I might have missed before I return the Charge 2 that I went out of my way to buy today (because I was feeling excited and motivated to track my exercise)! I have now spent 5 hours straight rebooting, resetting, deleting and reinstalling, updating software, etc and I cannot get my brand new Charge 2 to connect to my phone. I have entered a 4-digit code countless times, but that's as far as I get. Most times, the screen stays as if frozen trying to connect and I eventually close out the app (I have waited over 20 min at a time). On a few occasions an error message comes up in red text saying that there was a problem connecting. 

Any ideas? I've tried all of the resetting. Has anyone noticed any importance of the order or exact timing that you reset? Also, I notice that the screen on my tracker doesn't stay lit while my phone says it's trying to connect. Is this typical?

thanks!

Moderator Edit: Clarified Subject.

[MarcoGFitbit]

Hello @ddcb, have a warm welcome to the Fitbit Community, it's great to have you on board. 

Thanks for letting me know about the troubleshooting steps you have already tried. At this moment I would like to suggest the following:

1. Restart your Charge 2 once again, only this time, leave it plugged in and charging. 
2. Restart your phone once again. 
3. Make sure you have a strong Wi-Fi signal 
4. Make sure there are no other Bluetooth devices around that might interfere with the setup process. 
5. Open the Fitbit app and tap on the Account symbol at the top right corner of the screen, then tap on "Set up a New Device"
6. Choose your tracker and follow the onscreen instructions to continue

I hope this can be helpful, give it a try and let me know the outcome!