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How do I resolve a Background Sync error message?

Last updated: Mar 18, 2014 10:16AM

While using the Fitbit Connect software you may receive the following error message:

 

"Background sync service is not running on your computer. To continue, you'll need to reinstall Fitbit Connect."

 

This error message indicates that the Fitbit software has not been properly installed. This may result from a conflict with other software on your computer, such as antivirus or firewall utilities. Fitbit Connect will need to be removed and then reinstalled before you can pair your tracker to an account or sync your data.

 

Follow these steps to resolve the Background Sync error message:

On a Windows computer

  1. Click the Start button.
  2. Click Control Panel.
  3. Under Programs, choose Uninstall a Program.
  4. Choose Fitbit Connect from your list of installed programs.
  5. Click the Uninstall/Change at the top of the window.
  6. Click Uninstall.
  7. Click Finish to complete the uninstall process.
  8. Restart your computer.
  9. Disable any Antivirus or Firewall software on your computer.
  10. Go to www.fitbit.com/setup and click Download Here beneath your device to download the installer file.
     Do not change the default file destination.
  11. When the download is complete, open the new installer file from your download location.
  12. Follow the onscreen instructions to complete installation.

On a MacOS computer

  1. Open your Downloads folder. (If you cannot find this folder, search for "Downloads" in Spotlight.)
  2. Find the Fitbit Connect installation file and open it.
  3. Click the Uninstall Fitbit Connect gear.
  4. Enter your Admin password to complete the uninstall process.
  5. Make sure your wireless sync dongle is not plugged in.
  6. Restart your computer
  7. Disable any Antivirus or Firewall software on your computer.
  8. Go to www.fitbit.com/setup and click Download Here beneath your device to download the installer file.
  9. When the download is complete, open the new disc image from your download location.
  10. Follow the onscreen instructions to complete installation, inserting the dongle when requested.

If you continue to encounter the Background Sync error message after following these instructions, contact our Support Team at contact.fitbit.com for further assistance.

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