Unable to update Charge 3.

[Cmahoney77]

I have a new Charge 3. It was recognized by my iPhone and apparently did an initial sync (my data from my Alta HR appears in my Charge 3 dashboard). But it keeps saying an update is available and it keeps returning an error when I try to download the update. 

Charge 3 is charge and is near my iPhone. I have confirmed Bluetooth is on and working and co firmed I have internet connection. I have restarted the Charge 3 several times and restarted my iPhone. Still won’t complete the update. 

Moderator Edit: Clarified Subject.

[DKil]

Hi there, once I forgot the device on my iPhone and then entered the Fitbit app it offered to pair with iPhone and it’s now syncing properly again. Thanks!

[MarcoGFitbit]

Hello @Padgettc @CraigmacJ and @DKil, have a warm welcome to the Fitbit Community, it's great to have you on board. 

I appreciate your participation in the Forums and would like to apologize for the delay in the response. @DKil, I'm very glad your issue seems to have been resolved, I'm very glad. 

@CraigmacJ, at this moment, in case you haven't done it yet, please update the Fitbit app and try to update the Charge 3, if you're still getting an error, take a screenshot and reply to us with it. 

@Padgettc, are you using an Android phone? If so, please refer to our Android Board, where you will be able to find specific and more focused information about this situation as this board is exclusive for iOS devices. 

Thanks for your patience and understanding, have a great day. 

[MsCari]

• iPhone model you're currently using : Iphone 6S
• App version currently installed in your phone: Ver. 2.89
• OS version running on your phone: iOS 12.1.4
• Are you having trouble setting up or updating?  : Both and update will not work; trying for past 2 months.
• Are you getting an error message? If so, please let me know which one. "Update failed"

[MarcoGFitbit]

Hello @MsCari, have a warm welcome to the Fitbit Community. 

I appreciate you have joined the conversation and provided the information requested. At this moment, if your Charge 3 is still having trouble updating, I would like to suggest you to make sure your watch is plugged into the charger and in range of your Wi-Fi network during the update. For best results, use your home or work Wi-Fi network. If you've never connected your watch to WiFi, see How do I connect my Fitbit watch to Wi-Fi?. If your Charge 3 is having trouble updating with WiFi, please try the following:

1. Make sure your watch is connected to the Wi-Fi network you want to use. 
2. Move your watch closer to your router.
3. Make sure your router is connected to the internet. 
4. Restart your Charge 3. 
5. Try again to update your watch.

If the update fails, restart your mobile device and try to update again. If your Charge 3 can't update over WiFi follow the on-screen instructions in the Fitbit app to update your watch over Bluetooth instead. Note that firmware updates over Bluetooth may take significantly longer to complete. If the Versa is having trouble updating through Bluetooth try the following:

1. Try turning Bluetooth on and off on your phone.
2. Restart your Charge 3 again.
3. Try again to update your device.
4. Restart your mobile device and try to update again.

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

[FitWhit22]

iphone X

App version 2.89

iOS 12.1.4

Can't set up the fitbit because it refuses to update.

Error message says Something Went Wrong - There was an error while trying to pair your device. My only option is to abort.

Bluetooth doesnt pick up the account. I've reset everything and can't get it to connect.

[MarcoGFitbit]

Hello @FitWhit22, thanks for joining the Fitbit Community. 

I appreciate you have joined the conversation, added the information requested and let us know the troubleshooting steps you've tried. At this moment, 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. 

[Natsue]

IPhone XS Max

FitBit version 28.20001.44.33

os 12.1.4

trouble updating.

Have tried all the steps above. I even tried to clear all data in Charge 3 and it will not clear and will no longer reboot the device. 

I don’t get an error code, just the screen that it isn’t working and to try again later.

thanks for any help.  

[MarcoGFitbit]

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

First of all, I would like to apologize for the delay in the response. I appreciate you have provided the information requested. At this moment, I've reached out our Support Team and was able to verify that you have already created a case with them and they have already provided a resolution to you. 

In case you need further assistance, please let us know. Happy stepping! 

[Lacretia]

iPhone 6 Plus IOS 12.3.1

cant set up or update

Error message 

1. Keep  your charge 3 nearby 

2.  Enable Bluetooth 

3.  Make sure you have an active Internet connection 

4.  Make sure your battery is charged 

 All of these things are being done and I am still unable to update or setup

[sadie_u]

my phone is an iphone 8

app version: 3.0

ios: 12.3.1

i am having trouble updating

i am getting a notice that says “Something went wrong”

”There was an error while trying to update your device.”

then when i press “ok” it shows me the 4 “Not working?” steps (which i have completed but they haven’t worked)

[Lacretia]

iPhone 6 Plus
iOS 12.3.1
Most current app of ifit
Error message
1. Keep your charge 3 nearby
2. Enable Bluetooth
3. Make sure you have an active Internet connection
4. Make sure your battery is charged

I have done all of these things I have a reset Bluetooth, I have reset my phone, I have a reset the charge 3, none of the things have worked and I still cannot set up my Fitbit! Help please! Before I return this item

Have an awesome day!
Lacretia

[Lacretia]

Still not working 

[jsegbert25]

Go into your Bluetooth settings and make sure that any Fitbit devices are deleted. Delete and reinstall the app, too.



Sent from my iPhone

[JMidton]

My charge 3 arrived today and this should be so simple. However update keeps failing and the device is useless and I have wasted a lot of time. I have restarted everything, deleted and reinstalled everything. I hate buying things that don't work as they should. Sent message to fitbit chat and no reply after 30 minutes. So poor.

[jsegbert25]

Here’s what worked for me:

Uninstall the app.
Go to your phone’s Bluetooth settings and find any Fitbit device and choose to forget it. (This device, Charge 2, Alta, ANY FITBIT)
Install the app again and start fresh.

Sent from my iPhone

[Kkasab]

Exactly the same issue for me as well. Beginning of last month my Charge 3 screen stopped working. I tried all the suggested fixes but nothing worked. Raised a support ticket and a replacement was ordered on the 14th June. This replacement has only just arrived today (almost a month later) and I am unable to set it up. 

I had to remove my original charge 3 and set this new one up as a replacement but it gets stuck at 4% on the tracker update and then fails. Keeps telling me to check the battery, check Bluetooth etc. Been trying for hours to set this up and I now have no functioning fitness tracker at all! Such a waste of time and shockingly poor form... especially when it’s supposed to be replacing a defective Fitbit...

[mdbeattie42]

Iphone 7

IOS 12.3.1

Charge 3 software version 3001.9.77

trouble setting up . brand new product wont update.

'there was an error while trying to update your device'' 

'update failed' gets to around 6%

i have deleted app, installed new app. tried on two other deivces. no joy. 

[Kkasab]

I’m on the exact same software version as you (3001.9.77) and on iPhone X with exactly the same issue - update gets so far and then fails. So very frustrating 

[mdbeattie42]

Its very disappointing to have to go through trouble shooting on a brand new product. 

the forums appear to be busy with the same discussions but i fail to spot a solution apart from getting a replacement device? i have tried the online chat , telephone and email today with no solution in sight. 

terrible service so far

[Kkasab]

And it’s my replacement device which I’m unable to set up! Such a waste of time and money and very disappointing to see (as you mention) so many others in the forums searching for a solution with no proper official fix from Fitbit themselves.