Unable to sync Versa after update

[Ivydenise]

My versa was fine until the update, now it's completely useless. Now my device can't be found. I've tried everything and this is so time consuming. It's so frustrating. I was so excited to purchase this watch, (this is my second watch because my first one wouldn't hold a charge) I literally had to jump through hoops to get that one replaced. Fitbit, I'm so tired of all the problems. This isn't the experience I wanted to have with your products. 

Moderator edit: Subject for clarity 

[RicardoFitbit]

Hello @Ivydenise, welcome to the Community Forums!

I appreciate all the information and details that were shared in your post, totally understand how frustrating this matter can be for you, thanks for troubleshooting this prior to posting too. To better assist you with this, can you please let me know which mobile device are you using with your Fitbit? Also, when was the first time you experienced this? If you haven't already done so, I recommend you to check how the syncing procedure works here and see if there's a missing requirement on your Android mobile device that's preventing the syncing procedure to be completed.

Also, you can move forward to the troubleshooting steps that are specified on: Why won't my Fitbit device sync? and let me know how it goes. 

Let me know if you have any additional questions, I'll be around.

[Ivydenise]

My device is a Samsung note 9. I've tried everything and it will not pair. Problems since the update.  I had to stop wearing my watch because it doesn't even keep the correct time. 

[RicardoFitbit]

Your reply and update are appreciated @Ivydenise, sorry for the delay in responding your post.

I appreciate your effort troubleshooting this matter with me. Let me share with you that the Samsung Galaxy note 9 is not listed as a compatible mobile device with our products and services, therefore, you may experience certain connection difficulties with it. Even though your mobile device is not compatible, please try the following steps:

1. Restart your Versa.
2. Please on the phone, go to Settings > Bluetooth, and remove all the connections that exist with the device. (Forget device, ignore or unpair depending on the version of the operating system of the phone).
3. Turn off the Bluetooth and restart the phone.
4. When the iPhone 6s is back on, turn the Bluetooth on again but do not attempt to connect to the Fitbit from here.
5. Go on the app and try setting up the Versa as a new device.

If by any chance the above steps don't resolve your syncing difficulties, please try with a compatible device or a computer instead.

Keep me posted and let me know if you have any additional questions. 

[Ivydenise]

My Samsung Galaxy Note 9 was working fine with my versa until the update. I've tried these fixes and they don't work. I don't understand how it's completely fine and then next it's not compatible anymore. That's insane. I'm sorry to be blunt but these are poor excuses. Why would Fitbit not be compatible with one of the newest Samsung phones?Sent from my Verizon, Samsung Galaxy smartphone

[RicardoFitbit]

Your update is appreciated @Ivydenise.

I'm aware that some users were and are able to use non-compatible mobile devices with our products and services, however, due to Android and Fitbit app updates we cannot ensure that your device features will work as intended due to this compatibility concern. That said and so we can move forward with this, please try with a compatible device instead and let me know how it goes.

Looking forward to your reply,

[Ivydenise]

I don't have another compatible device, so now what???Sent from my Verizon, Samsung Galaxy smartphone

[RicardoFitbit]

Thanks for bringing this to my attention @Ivydenise.

If you don't have a compatible device to try with, please try syncing your Versa with a computer instead. This way we will be able to determine if the root cause of this issue is the compatibility of your mobile device. Please note that we are always working and testing on different mobile devices to make sure that they meet all the necessary requirements to properly work with our products and services.  

I'll be around.

[msbionik]

I doubt it's the phone because I have a Nokia 9. It always synced with no problems. Why would the phone need to be compatible, isn't the OS more important? Sorry to hijack your thread. I just want to add to your and my issue

[Ivydenise]

I could see if I had a old phone. I believe something truly went wrong with the new update and they aren't taking responsibility. I didn't buy a Fitbit to use with my computer. After the update it wouldn't even keep the correct time. When I say the update made my watch completely useless I wasn't exaggerating! I've tried all the so called fixes. That alone is time consuming. I really wanted to enjoy this watch but now I'm so frustrated with the situation and the lack of concern by the company. 

[SunsetRunner]

@Ivydenise 

Which update are you referring to firmware or the mobile app?  Which version of the app do you have installed?

Have you tried going into the phone settings, go into apps, click on Fitbit.  Clear the cache and do a force stop on the app.

Restart your Fitbit and your phone.

See if you can sync after going this.

[RicardoFitbit]

Welcome aboard @msbionik. Thanks for your reply @Ivydenise. Nice to see you again participating in the Community Forums @SunsetRunner, your helpful post is appreciated.

@msbionik When it comes to a compatibility concern, several factors can affect the connectivity between the Fitbit device and your mobile device operating system. Since compatible mobile devices are tested, we can ensure that any update installed on your mobile device will not affect your Fitbit features, but when it comes to a non-compatible device, we cannot ensure that any update will cause connection difficulties as per previously mentioned. 

@Ivydenise I get you point and if I was in your position I'll be frustrated as well. Although Android is used on many devices, many files used by different manufacturers are made to make each model functional to the hardware and software. Drivers, files for using Bluetooth or more storage space require different codes to work on the mobile device, even though it's a recent or older model. This is the reason why our team works hard to adapt our Fitbit app and products to make them compatible with these changes.

Don't hesitate to ask me any additional questions.