Fitbit Versa not Syncing after App Update

[Gem2206]

My Fitbit app updated 2 days ago and ever since I have had trouble with my versa syncing to my phone now today I cannot get it to work at all keeps saying turn off n on my bluetooth again! Since December I have had the versa and always had problems with it until recently which I thought was good now back to square one. I should stayed with Fitbit charge 2 had that for 2 years and never had a problem with it 

Moderator edit: Clarified subject

[LanuzaFitbit]

Welcome to the Forums @Gem2206.

Thanks for bringing this up and trying to follow all of those steps to get it working correctly. 

The first thing I want to recommend is that you try going through all of the steps listed in this help article. That should help so that it starts working and syncing correctly.

In the meantime, please also let me know what phone is it that you are using to try and sync your Versa?

I look forward to your reply.

[MissSirle]

I currently have CAT S41, which is also not in the list FITBIT has specified as "preferable devices", however my app was working fine until yesterday 27th of May. Yes, okay.. There were some connectivity issues then as well howevever they were solved by restarting my phone. 

My app has been updated to 2.94.

Since yesterday my Versa falls back on time, it was 16.04 when my Versa showed 15.54. It also didn't seem to connect WiFi or Bluetooth no matter what I tried. So now it seems the last resort is to totally unpair the device from my phone and then pair it back up again. Through blood sweat and tears I was able to do the updates after I chose to reset my Versa, thinking it would help. I've been on it for nearly 24h now.

So finally, when I managed to get it syncing, it lost connection again during the day, out of the blue. And now when I tried unpairing in the evening it let me sync again. I guess I gotta wait and see if it holds or I gotta just go through this brutal and annoying process all over again.

I understand that some phonwa might have issues, but Ive never had those issues that bad before. So what is it that all of a sudden makes it all go Boom!? I mean.. The last update was on 22nd of May, nearly a week ago. Why now? What changed during yesterday?

[LanuzaFitbit]

Hello @MissSirle.

Thanks for sharing all of those details on what you have tried and for sharing your thoughts on this. I'm glad to read that you did get it to sync.

When the phone is not on the list it means that the app has not been fully optimized to work with that phone and as such any updates on the phone or the app could lead to further optimization issues than before.

As long as it fulfills the minimum requirements, Android 4.4 and Bluetooth 4.0, there is a possibility that it can work but we cannot guarantee it.

If you have the time, perhaps you could post about your device in our Feature Suggestions board. That way other users can comment and vote on your idea to show their support for adding that device to the list. If you do post there, be sure to read the FAQ to better understand how that board works.

Let me know if there are any other questions on the matter.

[Gem2206]

I have tried everything possible for months now , I have the Samsung galaxy
note 8 .
Which worked perfectly for me with Fitbit charge 2 since February 2017 not
one problem I then got the versa Christmas and been lucky to get it to sync
at all

[MissSirle]

I used to have Charge 2 as well and it worked without issues. 

I followed all possible troubleshooting options available on Fitbit website and on YouTube and got to a conclusion it wasn't a problem with my phone, but something in Versa had broken down and it wasn't able to hold connectivity with devices until it got to a point where I wasn't even able to restart it properly.

They have agreed to swap my Versa out, maybe you have the same problem? 

[LanuzaFitbit]

Hello @MissSirle and @Gem2206.

@MissSirle Thanks for sharing your experience. @Gem2206, thanks for trying all of those steps and letting us know what phone you are using.

As mentioned above, it could've happened because the Note 8 is not part of the supported devices list. While it was working correctly before with the Charge 2, any update on the phone or the app could've caused optimization issues that led to the notification and syncing.

Having said that, I'd like to ask you to try the following:

1. Go into your phone's Bluetooth settings.
2. There look for the Charge 2 on the list of paired devices.
3. Remove it from that list.
4. Restart your phone.

That will help so that the connection with the Versa is more stable and starts working.

Please keep me posted on how it goes or if you have any other questions.

[Gem2206]

This did not work so I changed my phone to Samsung galaxy s8 as this is on your list and I cannot get it to work at all it keep telling me that need to link Fitbit with tracker. Connect bluetooth etc all same problems. I am really not happy on time n money wasted with this how would I go about returning it or swapping it for a new one it has to be my versa that isn't working correct 

[MissSirle]

Yea, sounds like mine. Versa doesn't seem very resilient, mine only lasted for about 6 months. 

[LanuzaFitbit]

Hello @Gem2206 and @MissSirle.

Thanks for sharing all of those details on the matter and explaining the situation.

@Gem2206 You can click here to read more about the returns and warranty policy.

As for the situation itself, if you do not mind I'd like to ask you to share some screenshots of the error message that you are getting? That could shed some light into what is going on.

@MissSirle How has the situation continued for you?

I look forward to your reply.

[MissSirle]

Hello, 

I contacted Fitbit Customer Support via email and after 3 response emails back and forth regarding all the things I'd already tried and stating they didn't work, they sent me a new replacement. This one seems to be working fine again even with my "not listed" mobile phone. 

[LanuzaFitbit]

Hello @MissSirle.

Thanks for letting me know how it went! 

I'm glad to read that the replacement appears to be working correctly. I'm sure that it will continue working without any hiccups.

If you ever have the time, be sure to read the FAQ to better understand how that board works. There are lots of topics in there so maybe you will find something that piques your interest.

Let me know if there is anything I can help you with.