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Unable to setup device

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‎10-14-2019 19:42 - last edited on ‎10-15-2019 14:37 by Fitbit Moderator

‎10-14-2019 19:42 - last edited on ‎10-15-2019 14:37 by Fitbit Moderator

I have a Samsung S10 note and I have not had any issues with my Versa since I upgraded phones. Over the weekend my Versa had an update, since then my Versa and phone will not consistently sync and it will not hold time. I removed the device and reattached it and then it started working again but today, once again it won't sync and is telling me that it can't find the device. I have restarted everything multiple times and attempted everything I can seem to find or thing of yet. When I reattached it it took multiple attempts and was working find. I has not synced since 10am and I have once again tried everything but disconnecting and reattaching which I do not want to go again. 

 

Any ideas?

 

Moderator edit: Subject for clarity 

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‎10-15-2019 14:35 - edited ‎10-18-2019 20:03

‎10-15-2019 14:35 - edited ‎10-18-2019 20:03

Hello @Squeaker02, welcome to the Community Forums!

 

I appreciate the information that was shared in your post. Let me share with you that our Fitbit devices use your mobile device information to display the time with the syncing process, therefore, by simply syncing your Versa it should display the correct time, or the one that's on your mobile device.

 

If you haven't already done so, I recommend you to check all the information that's specified on: How do I set up my Fitbit device? to check if all the requirements are correctly configured to setup your device. Then, you can move forward to the troubleshooting steps that are specified on: Why can't I set up my Fitbit device? and let me know how it goes. 

 

Please let me know if you have any additional questions. 

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‎10-16-2019 02:50

In response to RicardoFitbit

‎10-16-2019 02:50

I have a versa not a charge 2 and it won't sync after the update this last weekend which is ultimately the issue. Which was not an issue before the update. Did the update take my versa to a versa 2? Making it now not compatible with me phone?

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‎10-18-2019 20:05

In response to Squeaker02

‎10-18-2019 20:05

Thanks for your reply @Squeaker02, sorry for the delay in responding.

 

My apologies for the mistake, I was referring to your Fitbit Versa. Your mobile device is compatible with our products and services, our updates include bug fixes, improvements and features. That said, can you please try the troubleshooting steps that are specified on: Why won't my Fitbit device sync? and let me know how it goes?

 

Looking forward to your reply. 

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