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Why can't I set up my tracker?

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If you can't get started with your Fitbit tracker, usually a missing requirement is the cause. Carefully review the requirements below and move on to the troubleshooting steps if needed.

Requirements

Choose a section to find the requirements specific to that device or computer.

  • Mobile Devices
    If you're using the Fitbit app for iOS, Android, or Windows 10:
    • You followed the instructions for your device in How do I set up my tracker? Note that you can't set up your tracker from your device's Bluetooth screen; you must open the Fitbit app and follow the on-screen instructions.
    • The software on your mobile device is up to date. To see if an update is waiting to be installed:
      • iOS—Tap Settings > General > Software Update.
      • Android—Tap Settings > About Phone or About Device > Android Version.
      • Windows 10—Tap or click Start > Settings > Update & security.
    • The Bluetooth setting on your mobile device is on. To find it:
      • iOS—Tap Settings > Bluetooth.
      • Android—Tap Settings > Connections > Bluetooth.
      • Windows 10—Click or tap Settings > Devices > Bluetooth.
    • (Android only) Double check the following information about your mobile device:
    • (Windows 10 only) If you have a Fitbit Alta, make sure your tracker is updated to the latest firmware. For instructions see How do I update my tracker?
  • Windows 10 Computers
    • You installed the Fitbit app for Windows as described in How do I set up my tracker?
    • The operating system on your computer is up to date. To see if an update is waiting to be installed, go to Start > Settings > Update & security.
    • The Bluetooth setting at Start > Settings > Bluetooth is on. If you can't find the setting and you're not sure whether your computer supports Bluetooth, follow the steps in this blog post to verify Bluetooth capability. 
    • If your computer doesn't have Bluetooth, the wireless sync dongle is plugged in. For more information see What is the wireless sync dongle and how do I use it?
    • You don't have Fitbit Connect software installed. This software helps computers that don't have the Fitbit app for Windows 10 communicate with Fitbit trackers, so if you or someone who uses the same computer had a Fitbit tracker in the past, it may still be installed. The quickest way to find out is to simply look for the Fitbit logo ( User-added image) near the date and time on your computer screen. If you see the Fitbit icon it means the software is installed. Uninstall it using the same process you use to uninstall any program.
    • (Blaze customers only) If your computer doesn't have Bluetooth, the charging cradle is plugged in to the computer with your tracker inside. Blaze syncs with the charging cable instead of a dongle.
  • Macs or Windows 8.1 Computers
    • You followed the Mac or Windows 8.1 instructions in How do I set up my tracker?
    • You see an icon with the Fitbit logo located near the date and time on your computer. This means the software required for setup is installed.
    • Your tracker is charged as described in How do I charge my tracker?
    • (Mac only) If your computer has Bluetooth, go to your System Preferences and verify that it is turned on. Note that even when Bluetooth is on, the signal can occasionally be weak or problematic. When this happens, plug the wireless sync dongle into a USB port on your computer as shown. If your Mac doesn't have Bluetooth the dongle is required. For more information see What is the wireless sync dongle and how do I use it?
      User-added image
    • (Windows only) The wireless sync dongle is plugged into a USB port on the computer. For more information see What is the wireless sync dongle and how do I use it?

      If your tracker didn't come with a dongle and you can't use a mobile device instead, contact Customer Support.

    • If the dongle is plugged in, your computer is able to recognize it. To check, on your computer find and click the icon with a Fitbit logo. It is located near the date and time. If you see "USB Dongle Disconnected," try a different USB port.

Troubleshooting

If you're still unable to set up, try the troubleshooting steps below for your device or computer.

  • Mobile Devices
    1. Turn your tracker off and back on using the instructions in How do I restart my tracker?
    2. Try the setup process again.
    3. If you can't set up after a restart, reboot your mobile device (turn it off and then back on).
    4. Try setting up your tracker again.
    5. If you can't set up after the reboot, try uninstalling and reinstalling the Fitbit app.
    6. If you still can't set up, please contact Customer Support so we can investigate.
  • Windows 10 Computers
    1. Turn your tracker off and back on using the instructions in How do I restart my tracker?
    2. If you still can't set up and a compatible mobile device isn't available, please contact Customer Support so we can investigate.
  • Macs or Windows 8.1 Computers
    1. Turn your tracker off and back on using the instructions in How do I restart my tracker?
    2. Try the set up process again:
      1. Click the icon with the Fitbit logo (located near the date and time on your computer).
      2. Click Open Main Menu.
      3. Click Set Up a New Fitbit Device.
      4. If the setup process failed last time after you created a Fitbit account, click Existing User. Otherwise click New Fitbit User.
      5. Follow the onscreen instructions.
    3. If you still can't set up and a compatible mobile device isn't available, please contact Customer Support so we can investigate.
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Last updated: March 14, 2017
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