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Why can't I update my tracker?

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Occasionally a firmware update will start and stop or otherwise fail. Choose your tracker for troubleshooting instructions.

If you can't update your tracker, try the instructions below.

Update Failures

If the connection between your tracker and mobile device is interrupted during the update, you may see this image:
User-added image

Try these steps to resolve the problem:

  1. Turn your tracker off and on again using the instructions in How do I restart my tracker?
  2. Reboot your mobile device.
  3. Try the firmware update again. If it doesn't work, on a different mobile device or computer (if available) log into your Fitbit account and try updating your firmware.
     

    Note that if you get notifications from your mobile device on your tracker, before you can use a different device or computer you need to follow the instructions in Why won't my tracker sync to another device or computer?

  4. For assistance, please contact Customer Support.

If the update fails and you see this image, you'll be unable to use the tracker until the error condition is resolved:
User-added image

In this case tap a screen or press a button to return to the clock and try the update again. (If you see "fitbit.com/setup" follow the instructions in How do I set up my tracker?) If the update doesn't work, restart your tracker and try again.

Low Battery or Low/High Temperature

If you see the critically low battery screen when attempting a firmware update, charge your Blaze and try the update again.

Likewise if you see a temperature screen, try the firmware update again when Blaze has cooled off or warmed up.

User-added imageUser-added image
Blaze is too warmBlaze is too cold

With your charged tracker nearby follow these steps:

  1. Turn your tracker off and back on using the instructions in How do I restart my tracker?
  2. If you sync your tracker with a Fitbit app, remove the Bluetooth connection on your device. (Skip this step if you use fitbit.com.)
    1. Find the Bluetooth information. On iOS devices for example this can be found in the Settings app on the Bluetooth screen. You'll see a list of any devices connected using Bluetooth.
    2. Tap Charge HR and choose Forget or Forget This Device
  3. Next, temporarily remove your tracker from your Fitbit account:
    1. If you use the Fitbit app, tap or click the Account icon (User-added image) > Charge HR and then Remove This Charge HR.
    2. If you use fitbit.com, click the gear icon in the top right and then click Settings > Devices > Charge HR > Remove this Charge HR from your account.
  4. Now add your tracker back to your Fitbit account as if you're setting it up for the first time:
    1. From the Fitbit app dashboard, tap or click the Account icon (User-added image), choose Set Up a Device and follow the instructions. (For fitbit.com instructions see How do I set up my tracker?)
    2. When you get to the app screen called Final Setup, tap Update Now. A firmware update will start and last up to 10 minutes. If the update doesn't finish move on to the next step.
  5. Follow the instructions in How do I factory reset my Charge or Charge HR?

    Unlike Step 1 when you rebooted your tracker, a factory reset actually deletes your settings and recent data. It also requires setting up the tracker again after the reset. For these reasons its the troubleshoot of last resort but only take a few minutes.

  6. If the reset process doesn't solve the problem, please contact Customer Support.

Make sure your tracker is charged and then try these steps:

  1. Turn your tracker off and on again using the instructions in How do I restart my tracker?
  2. Try the firmware update again. If it doesn't work, reboot your mobile device and try the update again.
  3. Try the firmware update again. If it doesn't work, on a different mobile device or computer (if available) log into your Fitbit account and try updating your firmware.

    Note that if you get notifications from your mobile device on your tracker, before you can use a different device or computer you need to follow the instructions in Why is my tracker only syncing with one mobile device?

  4. For assistance, please contact Customer Support.
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Last updated: February 17, 2017
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