Unable to set up Charge 2, stuck on 'Connecting to Fitbit'

[Elles89]

New Charge 2, so eager to get started 😊

My iOS app wont get past 'Connecting to Fitbit' after the connection made with the tracker. How long is this supposed to take? I've stopped waiting after 10 minutes. Im hoping someone will have a solution. I've tried restarting my phone and re-downloading the app. 

Moderator Edit: Clarified Subject.

[MarcoGFitbit]

Hello @Elles89, have a warm welcome to the Fitbit Community, it's great to have you on board. 

If you haven't done it yet, please restart your Charge 2 and your phone and make sure the app is fully updated. Then, please follow these steps:

• Turn off the Bluetooth on your phone for 15 seconds, then turn it back on. 
• Plug in your tracker so it begins charging.
• Force-close the app by double tapping the home button on your phone, then swipe up the app.
• Make sure you have a strong WiFi signal
• Make sure there are no other Bluetooth devices that might interfere with the setup process. 

After checking all these, please try to set up your tracker:

1. 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"
2. Choose your tracker and follow the onscreen instructions to continue

I hope this can be helpful, give it a try and keep me posted in case you need anything else. 

[Elles89]

Hi Marco, I’ve tried everything you’ve suggested. Also have the updated FitBit app and iOS.  The pairing with the tracker goes well, so no Bluetooth or tracker problems. But Connecting to FitBit simply won’t happen. Any other suggestions? 😊

[MarcoGFitbit]

Hello @Elles89, I hope you're having a great time, thanks for taking the time to reply. 

Judging by the screenshot you sent, it seems you have the low-power mode activated on your phone. Please disable it when pairing your tracker as this mode prevents the Bluetooth to work correctly as the phone is currently saving battery. 

Additionally, please restart the Bluetooth on your phone by going to Settings > Bluetooth instead of only turning it off when you swipe up on the screen. 

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

[Elles89]

Hi Marco,

thanks for helping me in this issue. I’ve tried to sync while not being on battery saving mode, but still having the same problem. 

[SilverPops]

Hello @Elles89

have a look at this thread. 

https://community.fitbit.com/t5/iOS-App/FBBluetoothErrorDomain-error-18/m-p/2258068#M70371

My my friend had the same problem you had and followed what I had written in the above thread and it worked.

Dear  @MarcoGFitbit 

not sure if it's particular to disconnecting the device first resolves the problem on all my occasion I have seen. 

Might be worth trying each time. 

[MarcoGFitbit]

Hello @SilverPops, thanks for joining the conversation, I appreciate your insight and the troubleshooting steps you've provided. 

Please remember that most of the times is not recommended to remove the tracker from an account but it's a good idea to remove it from the Bluetooth devices in order for the app to ask a new "pair" when trying to enable Notifications or start an update. 

Thanks again for your insight, if there's anything else I can do for you, please feel free to reply. 

[Elles89]

Hi everyone, I've spend some time on Wifi/bluetooth connections, but it eventually worked. I can finally use my Fitbit!

[SilverPops]

@MarcoGFitbit 

no problem. 

However in my thread I haven’t said remove the tracker. Don’t  know where you got that from. ?

[MarcoGFitbit]

Hello @Elles89, I hope you're doing well, thanks for taking the time to reply and let me know your issue has now been resolved. I'm very glad. It's nice to see you too as well @SilverPops. 

@SilverPops, thanks for bringing that to my attention, there are some occasions when users remove the tracker from the account instead of the Bluetooth settings, just wanted to make that clear for everyone. Thanks again for your insight. 

@Elles89, in case you have some spare time, I would like to invite you to visit our Discussions board where you will find great tips and encouragement from other members and if there's anything else I can do for you, please keep me posted. Happy stepping! 

[Chrkzy]

I am having the same problem, it just won’t connect to my iPhone 7.    

[Elles89]

For me it was a not strong enough WiFi connection that was blocking the
connecting. Are you using WiFi or regular mobile data?
--
Elles de Jong

[Chrkzy]

WiFi is very strong ? I am thinking of changing my Fitbit.

Sent from my iPhone

[Ramjane]

I tried tons of things but end results still stuck at the same screen like yours,

bottom line Fitbit are able to fix this issue, I doubt they even know how to, this clearly show quality of their product and buggy software 

for me simple now after having the same issue with Iconic and now with versa, no more Fitbit 

Moderator Edit: Format.

[MarcoGFitbit]

Hello @Ramjane thanks for joining the conversation, it's always great to welcome new members to the Fitbit Community. 

I appreciate your participation in the Forums and for letting us know you've already tried to troubleshoot this issue. Would it be possible for you to let us know exactly which troubleshooting steps have you tried so far? Additionally the following information will be very helpful for us as well:

• iPhone model you're using. 
• OS version running on your phone. 
• App version installed (go to Account > Help to get it)

I appreciate your patience and understanding, we'll be waiting to hear from you. 

[CenturaAUS]

I have had my Ionic working well for well over a year yet a couple of weeks ago it just stopped syncing. When I removed it and tried to add it back (iPhone XS with latest IOS) I too am now one of the seemingly very many poor folk permanently stuck on "Connecting To Fitbit"

Have tried everything (resets and reboots of both phone and watch, uninstalls, network/Bluetooth restarts). Nothing works. Seriously FitBit stop trotting out these same lame **ahem** replies telling people to reset and reconnect and look for root cause fix!

I also have a Samsung Tablet that I used to have it synced with. I checked this and watch syncs fine. I removed watch from this device and attempted to add again. This got stuck for a little while at "connecting" but did go through after about 1 min and is now paired and syncing fine.

I seriously believe that the issue is in the FitBit application and is not a device issue. Seriously "unfitforabitmoreofmymoney" look at fixing your app and helping users to get past this issue by actually debugging what it is getting stuck on!!! 

[MarcoGFitbit]

Hello @CenturaAUS have a warm welcome to the Fitbit Community. 

First of all, I would like to apologize for the delay in the response. Thanks for your patience and working through the troubleshooting steps listed on this thread. I’ve reached the limits of what I can do for you here on the public community forums, so I've contacted our Support team on your behalf to look into this issue further and provide you with some options. Please keep an eye on your email inbox for further instructions.

In case you need anything else, please feel free to reply as well. Happy stepping.

[Kengheng]

I'm experiencing the same problem and tried all the suggestions several times. Keep getting stuck on connecting to fit bit. At other times when I'm connected it just won't sync and I have to start all over again. Very frustrating.

[Target140Lb]

My new Charge 2 is stuck in the same situation. I have tried all the options mentioned on this thread and on the other threads talking about the same issue. Oh!! my!! Charge 2 ...

[Calinus]

This bit, as well as the above, but this part was what made the difference— I had to remove the tracker from my Bluetooth list, and allow a new connection. 
Separately, I factory reset the tracker/ watch, I removed the app and downloaded it again, I turned my iPhone off and back on, I refreshed my Wi-Fi, and made sure the two devices were being charged during the new setup. 
I have a Fitbit ionic which had stopped syncing with my iPhone for the last two days. We’ll see if it syncs after all this, but there’s hope now.
Thank you,

Calin