Versa not staying connected or syncing

[Sikada]

I got a Versa for Christmas but am having real problems keeping it connected to my Samsung S9 & syncing. I've reset both my phone, the fitbit (factory reset too), uninstalled & reinstalled the app, turned Bluetooth on and off, etc.

It will let me get so far & sync (sometimes) but then it won't let me change the clock - I get the message that there is a clock error & to look at the app but when I go to the app the Versa has either disappeared from my profile or the clocks have all disappeared. I really like the watch but I'm getting so frustrated that I may have to send it back. Not sure of it is the app or the watch that is the problem. 

[Rich_Laue]

Hi @Sikada let's stop looking at the phones Bluetooth. Your tracker should not stay connected to the phone, Fitbit has designed it this way to save battery life between charges. The tracker should only connect when there is a need to be connected. 

Have you looked at the sync tips? 

What ultimately is the issue. Does the tracker fail to sync? 

Problems with notifications? 

Apps on the tracker are not working? 

Can't respond to texts? 

If the Versa (Which Versa model? We have 3 of them) diss peers it usually means that the user removed it from the account. 

[Sikada]

Hi, thanks for responding.

I have the Versa (not the 2 or 3). I go into the app & choose set up a new device, follow all instructions to connect to Bluetooth & WiFi before going to the dashboard. In the dashboard, I go to clocks & sometimes am able to select a clock, other times I'm not & it says there is an error & everything disappears. When I go back into the app later on, my versa device has disappeared & in order to access anything for this device I have to go through whole set up again.

I take your point re not being continuously connected to the Bluetooth but surely the app should remember the device so that it can sync when needed to be able to log stats, etc?

I have a ChargeHR & have never had this issue before (& yes I did unpair this before connecting the Versa) so this is really frustrating. 

[Rich_Laue]

The tracker details are stored in your online Fitbit account. The question is, why is the tracker being removed from the account? 

[Sikada]

That is correct. Any ideas that may help please?

[Rich_Laue]

I only know 2 reasons for a tracker to get removed from their Fitbit account. 

• The user removes the tracker. 
• The users adds a different tracker and the add process removed the tracker. 

So no I do not know what is happening. 

[Sikada]

OK, thank you anyway.