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TOPIC: Fitbit tracker will not sync

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April 2, 2011 12:57 PM
I have installed the fitbit software and believe that I followed all instructions- but when I gort to the point to put the fitbit on the initial charging the message came back 5 times that the "fitbit is not responding- if this persists- please contact support @fitbit .com". I can not access support access support@fitbit.com as it takes me tio the fitbit home page with no further referrence or direction. Frustrated. How do I get in contact with fitbit support?
April 3, 2011 9:16 AM
I work for Fitbit, and we would be happy to help you get set up - I am sorry to hear you are having trouble connecting. The best way to get in touch with our support team is to email support@fitbit.com so they can help troubleshoot, but here are a few initial suggestions to get you started. Try restarting the computer and/or trying another USB port. If that does not work, let's just try resetting the Fitbit. Place it on the base station then press the button on the bottom of the base station (Using a toothpick, pen tip, or paper clip) to reset the tracker. If these don't work our support team will be happy to offer additional assistance - good luck!
April 24, 2011 8:39 AM
I am having the same problem. I've reset the fit bit, tried diff. USB port, rebooted the computer, turned it around on the base, and it still wont "set up." I contacted support@fitbit.com 2 days ago, but still no response. I am about to send this thing back and forget it! SO frusturating!!
June 7, 2011 12:23 PM
Why the heck will NO ONE at FitBit customer service return my call (Phone #877-623-4997) or return any of my emails? I am having the very same issue with my FitBit - my computer does not recognize. I have tried 4 different USB ports, re-booted computer, turned the damn thing around, pulled it off the base and re-pushed the button sooooo many times I am just about DONE with this thing.

For charging people $100 for the device you should have much, much better customer service.
June 9, 2011 4:45 AM
I agree considering the price the customer support needs some improvement. I finally heard back from fitbit about a week later and all I needed was a simple link with an upgrade. As easy as it was you would have thought they could have taken the 5 seconds to let me know a little sooner. Anyhow, if you are on Mac this is the link they gave me

http://d290v5wu4xgrh.cloudfront.net/scratch/Install-Fitbit-Beta-549.mpkg.zip

I downloaded that and it installed in seconds.
  2193533
June 13, 2011 11:00 PM
I, too, am awaiting a customer response from Fitbit. I really enjoy my gadget (bought it a little more than three months ago), but the screen started to fade on one side in brightness, and then went black two days later. It still syncs data to the site (as evidenced by what I see when I log in to the account), but I can't see any read-out while wearing it. It's frustrating, so I've stopped wearing it.

I miss it! (and hope customer service contacts me soon). I guess a regular pedometer would work, too...
January 2, 2012 5:47 AM
Please help. I have been trying (with some help from Fitbit Tech Support) to get either my laptop (Dell Vostro 1700 with Windwos XP 5.1) or my desktop (Dell Studio running Windwos Vista v6) to recognize the Fitbit. T
ried all the tricks suggested, and still get the error message that the Tracker has not responded.
Any suggestions?
I purchased a total of 9 Fitbit Trackers for late Christmas gifts; all of which will have to be returned if I can't get this working.
Are these problems common?
Is it possible this Fitbit is defective?
Should I try one of the other ones?

PLEASE HELP.

Kindest regards,
Chip


>>> <fitbit-support@fitbit.com> 12/30/11 12:24 PM >>>

__________________________________
Hi Chip,

I apologize for the inconvenience. I'm going to have you update your firmware to the latest version. I have included the instructions below.

For Windows:

1. Right click on the Fitbit icon on the system tray on the lower right of the screen (diamond-shaped icon)
2. Hover over 'Fitbit', then select 'About'
3. An About Box will popup. Click on the 'Upgrade Firmware' link text in the lower left of the box. DO NOT CLICK ON 'OK"
4. Follow the instructions that appear. Do not move the Fitbit until the entire process is complete.

*** Do not press the button on the Fitbit or close the update dialog until the entire process completes.

For Mac:

1. Please navigate to www.fitbit.com/start and download the most recent Mac software
2. Install the client version (1.8.2; release December 8, 2011)
3. Close the Fitbit Tracker Set-up page
4. Update the firmware

a. Open a Finder window.
b. Navigate to Applications > Utilities.
c. Double-click on the Terminal application to open it. A terminal window appears.
d. Now enter: /Applications/Fitbit.app/Contents/MacOS/Fitbit FB_OPEN_MODE="userFirmwareUpdate"
e. The Fitbit application will launch and upgrade your firmware
f. Do not close the terminal window until after you have quit the Fitbit application.

After the update, reset the Fitbit. Place it on the base station then press the button on the bottom of the base station using a toothpick, pen tip, or paper clip.

Please let me know if this resolves the issue with your tracker!


Sincerely,

Ellen and the Fitbit Team
Should I be concerned with this error message which warns me every time I attempt to install or re-install Fitbit:

My firmware software if Fitbit 414

Went through all your steps below and still get this error message:

>>> <fitbit-support@fitbit.com> 12/28/11 4:11 PM >>>
Hi Chip,

Thank you very much for getting in touch with us, and I am sorry to hear that you are having issues setting up your tracker.

I would be happy to help you out with this. A few suggestions I recommend for our users:

-You may want to consider resetting your device
a) Dock the Fitbit on the base station and plug into your computer
b) Press the base station's gold dot with a pen/paperclip
c) Let me know your firmware software 'Fitbit x.xx'
d) Wait 5 minutes after the reset and attempt the setup process again from the log-in screen

-Always remember to install without the base station plugged in and only plug in when the computer prompts you to do so.

-Try using another USB port on your computer

-Switch the direction which the Fitbit is docked on the base station (i.e. -- the display button away from you)

-Hover over the 'diamond' Fitbit icon in the bottom right-hand corner and let us know if the icon is blue/grey (working) or red (not working)

*****************

If you continue to have issues, I suggest you uninstall and then re-install the software.

Thanks in advance for your patience. Please let me know if you have any further questions!

Sincerely,

Ellen and the Fitbit Team
January 7, 2012 7:30 AM
FitBit arrived yesterday, was so excited, but have tried to get it to sync for several hours now, tried everything listed here, nothing works.

PC running 64-bit Win7 Ultimate
FitBit USB Driver 3.3
FitBit Firmware 4.14

Yes the system tray icon shows blue and gray, yes the FitBit is charged and appears to be functional, yes I've tried resetting it by pressing the little button, and yes I've uninstalled and reinstalled the drivers and software. I also tried to install on my wife's laptop and saw the same issue there.

Very frustrated and disappointed.
  7766411
January 7, 2012 7:50 AM
Have you gone thru this complete setup Link to my video to assist with link new fitbit to old account I also cover setting up your account for the first time.



http://www.youtube.com/watch?v=1mo1soAwLgQ
January 7, 2012 8:07 AM
Appreciate the help, watched the video, however there is no troubleshooting there, your video shows how it is supposed to work, which is great. But I can't past the part where is says "Please Try again.. Your tracker has not responded to requests. Please press and release the Fitbit Tracker button once more and click Next".
  7766411
January 7, 2012 11:06 AM
Convinced now that I have a defective unit, I've tried the install multiple times on my PC, my wife's laptop, and now on my work laptop, they all result in the same failure to respond. So much for my excitement.
  7766411
January 7, 2012 1:38 PM
Emal them support@fitbit.com they have the best support team around sorry your having the issues
January 17, 2012 5:57 PM
Worked with FitBit Support, they had me do all the typical troubleshooting that I'd already tried, and when I explained that it was behaving the same on three different computers they agreed I probably had a defective unit. They sent me a free replacement, and didn't even ask for the old one in return. New one arrived today and works perfectly. Out of curiosity I tried different combinations of the old and new FitBit with the old and new base station and was able to determine that it was my orignal base station that was the problem. It will charge the FitBit, but it won't allow it to sync. So now, and I have to admit I feel a bit guilty about it, I have two fully functional FitBits, my wife is using the second one, and we both sync from the good base station, and I continue to use the bad base station to charge.

You were right Crazyone, while it did take a couple days for their support to get back to me, once they did they remained comitted to finding a solution, upto and including sending me a brand new unit. Kudos to FitBit for backing their product so strongly.
  7766411
April 5, 2012 8:45 PM
QUOTE:

I agree considering the price the customer support needs some improvement. I finally heard back from fitbit about a week later and all I needed was a simple link with an upgrade. As easy as it was you would have thought they could have taken the 5 seconds to let me know a little sooner. Anyhow, if you are on Mac this is the link they gave me

http://d290v5wu4xgrh.cloudfront.net/scratch/Install-Fitbit-Beta-549.mpkg.zip

I downloaded that and it installed in seconds.


Thanks for the link. Worked like a charm on my MacBook Air.
  16027768
April 19, 2012 9:11 AM
bump
April 22, 2012 8:26 AM
I got this response through email:

"Thank you for getting in touch with us regarding this issue you are having with your Fitbit Tracker and your Apple (Mac) computer.

"We have seen a small percentage of our Mac users have issues syncing. However, last month our engineers released a newer version of the software which should address this problem."

The problem is, I have a brand new fitbit and that is the version I already have. I am frustrated that I get one email response a day. My fitbit has been syncing if I reset it and start the computer and if it weren't for that, I would be almost a week without a working fitbit and with inadequate customer service.

This morning it isn't resyncing no matter what I do, and I find that their software won't uninstall.

I thought about my friend who always knows how many steps she's taken throughout the day without an expensive wifi pedometer and thought, why am I obsessed with having this kind of record? Mine is going back and I'm going to get a better product at less money.
April 22, 2012 11:33 AM
bump
  18622745
May 1, 2012 1:29 PM
I have found with my wife's fitbit when it will not sync a couple hard knocks on the bottom of the base station gets it working. I've tried every option posted for getting it to sync,, trying different USB ports,, installing on different computers,, rebooting,, reinstalling software, but really a couple hard knocks always gets it working. It's very bizarre when plugging in the fitbit and it lights up showing it's charging but will not sync, there is definitely an issue with these things. I'm thinking there is a majority of people that get perfectly working base stations and some that get lemons, but the company is blaming it all on user error.
  20634877
May 1, 2012 4:00 PM
I had one good fitbit and then got one for my brother. I've spent hours trying to help him install it, followed every forum instruction, downloaded the beta, updated the firmware, etc. No dice.

If my experience had been like this I would have sent it back and told everyone I know to run for the hills. If you can't make a product that works consistently and won't support it in a timely fashion then I imagine these guys will be in serious trouble given the amount of competition that is coming to market.

Next time I'll try something different. Meanwhile I have to deal with this thing.
May 9, 2012 9:41 PM
I am having a sync problem as well, and so is my friend who i sent a fitbit to. I am really frustrated.. thought i was giving a nice gift, and getting a good item myself! Seeing that so many people are having the same issue, it really upsets me. i emailed tech support and got an email back same day, but all it stated was to do all the things that i had already done from the help section. I think i have a defective base as well, because my fitbit works fine, just cant sync it, and when i try to reset the reset button, it doesnt do anything. it will charge though, so i have no idea.
May 17, 2012 10:23 PM
Hi everyone.

Saw this thread/forum/post while doing a google search. I am having problems installing the fitbit software. I tried installing it on my laptop and it does not work. I then tried installing it on another PC computer. Worked fine and installed properly. I don't know what the deal is with my laptop...I want it installed on my laptop.

Tried installing it and of course I get the message "your tracker has not responded to requests". So far I have tried the following things:
1. tried resetting it already....no use.
2. Tried reinstalling software, no use. Tried rebooting computer, no use.
3. Tried reinstallig the USB driver tools and get message "A new driver version 3.3 has been found on the system.To remove this driver go to Add/Remove programs in the Control Panel."

Did contact technical support and aren't really much help. They seemed to be stunned. One thought it was the base that is the problem, but the base works on my other PC so it shouldn't be the base that's the problem.......
May 24, 2012 4:47 PM
I bought a FitBit two years ago when they first came out and it arrived and it would not sync! I did everything and nothing. I sent it back. Got reinspired to try the new model and got it today.. guess what? IT WONT SYNC! Unbelievable. Maybe I really should stop wasting my money!!!
June 15, 2012 1:01 PM
My fitbit arrived today and I wish I had seen this thread before I ordered it.

SURPRISE! Won't recognize device.

*sigh*
June 30, 2012 5:55 PM
im having the same problem as 3PointO....my fitbit syncs fine but i cannot see steps or calories or anything besides the chatter...i dont get it..and my stopwatch is running...i cannot get it to stop...but the fitbit itself syncs just fine......anyone have any suggestions?
June 30, 2012 5:56 PM
btw...i have rest it multiple times and i changed my sleep to sensitive as this seems to the only data not working on the fitbit..

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