Unable to update device

[Nayma]

I have bee trying to install the update to my versa, but when I start downloading and install nothing happens, just appears that I must download the app. I can't use my watch since a week.

I have the OnePlus 7 

Moderator edit: Subject for clarity 

[RicardoFitbit]

Hi @Nayma, welcome to the Community Forums!

Thanks for bringing this to my attention. To better assist you with this, can you please let me know when was the first time you experienced this? If you haven't already done so, I recommend you to learn more about how to update the firmware version of your Fitbit device with the information that's specified on this help article. Then, please move forward to the troubleshooting steps that are specified on: Why can't I update my Fitbit device? and let me know how it goes. 

Keep in mind that the OnePlus 7 is not listed as a compatible device with our products and services, therefore, you may experience certain connection difficulties with it.

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

[Nayma]

Hi Ricardo,

Thank you for your help, I tried all you tell me but it doesn't work. When I bought my OnePlus 7 my watch work fine and received all my notifications.

I started to have problems when I noticed about a software update, I tried to update my Fitbit and it's appear updated, however my watch keep it off just with Fitbit logo on the display.

Now, my fitbit doesn't work and I can't turn on.

I few months ago I used my guaranty and Fitbit replaced my watch. 

Moderator edit: Format 

[RicardoFitbit]

You're welcome @Nayma, it's a pleasure to continue assisting you. Sorry for the delay in responding. 

Thanks for troubleshooting this with me, your effort is appreciated. To better assist you with this, can you please let me know if the heart rate sensors are flashing or is your device completely unresponsive? If you haven't already done so, I recommend you to check our help article: Why isn't my battery charging on my Fitbit device? and let me know how it goes. Such article includes a restart process which can be really helpful for this situation.

Looking forward to your reply.

[Nayma]

Hi Ricardo,

Since I get my OnePlus 7 my Fitbit was working without problems, the issues
started once the update was available.

My Fitbit does not respond, now I can't turn it on and it doesn't charge.

What can I do?

Nayma Santiago -

[RicardoFitbit]

Your reply is appreciated @Nayma.

Thanks for taking this to my attention. Keep in mind that when a mobile device is not compatible with our products and services, due to firmware, Fitbit app and Android updates we cannot ensure that the Fitbit will work as the way it was designed. To move forward with your unresponsive device, please let me know if the heart rate sensors are still flashing and if the troubleshooting steps that were shared on my previous post were tried.

Keep me posted.