Brand new Versa keeps resetting itself and failing to sync

[BDwight]

Title says it all. Watch resets itself every few minutes. Is very difficult to get it to sync to my phone app. 

[Alinat]

Mine is doing the exact same thing, wondering if I should return it. 

[MicroChip]

Mine too. It's only been here 3 days and it only seems to do it in the morning but it rebooted 4 or 5 times in a row yesterday morning and this morning. I'm going to call support. 

[Baysidefish]

Mine was like that, kept on restarting by itself. I have returned it. 

[MicroChip]

I got on a chat with support.  They had me restart it.  20 minutes later, rebooted.  Got on a chat, he had me change the watch face.  I'll keep this thread up to date as I continue my case with them.

BTW I have US Versa Special Edition (with NFC), pre-ordered it beginning of April, just got it Tuesday.

Thanks!

MC

[MicroChip]

On with chat again this morning.  They can confirm it rebooted at 2am and 3am (the 3am one woke me up).

Now they have me factory resetting and unpairing...

MC

[MicroChip]

ugh.  she had me holding 3 buttons, waiting for the logo, then 2 buttons, that clearly isn't how  you reset the versa.  it didn't work.  In settings on the watch there's a factory reset, why did I have to teach the agent that?

Now it's set up as new.  I'm Sooooo sure that'll fix it...

MC

[meresydotes]

This happened to me, sort of. The alarm was late one morning, which I know means it crashed during the night, because it loses time when it restarts. It was about 1:30 behind, so it probably crashed more than once. I restarted it and synced and that seemed to be OK, but then the screen went black and wouldn't turn on. I restarted again and synced again and it came on and stayed on. Since then, I've restarted at the end of every day and I haven't had more problems. Of course, it's only been a few days.

But, in my experience, crashing is a software problem, not a hardware problem. So it'll hopefully be fixed in a future firmware release. I don't mind restarting at the end of the day, either, as long as that keeps it working. I restart my computers at the end of every day.

[MicroChip]

I'm not doing anything out of the ordinary with this 5 day old Versa, so if it was the software, wouldn't everybody's be rebooting?

They have no further troubleshooting steps, and are escalating it to another tier of support who will email me within the next few days (ridiculous) to tell me my options.  This has been a horrible experience with my first Fitbit, that I pre-ordered weeks before it came out, waited for, received defective, and they aren't immediately doing something about it.

I'll be surprised if they don't just end up telling me to return it to Amazon, which is what I should've done in the first place 3 days ago, but I was hoping Fitbit would fix or replace it, particularly since Amazon is out of stock on a replacement (Grey Special Edition), and so if I end up returning it to Amazon, unlikely I would replace it with anything from Fitbit. 

I'll let you know when their next tier email comes and what options they offer.

MC

[meresydotes]

I'm curious to know what they say. Software bugs are weird, though. It could be a combination of the clock you picked and the combination of apps you have installed, plus some other random factor.

[MicroChip]

Didn't add or remove and apps or change watchface until after it was happening and support had me change the watchface as a troubleshooting step .

MC

[EkSmith]

Mine is doing it as well. I'm assuming it's a software issue that they'll fix and not an issue with just your watch

[MicroChip]

Forget it.  After a few days on chat trying things I knew wouldn't fix it, Fitbit support sent me a label to ship it to them, that would take 5-10 days for them to get it, and then they would e-mail me with what they're going to do, likely ship me a replacement.  That adds up to somewhere around 15-20 days.

I returned it to Amazon.

Good luck Versa owners.

MC

[MrGritic]

Had a similar problem.  Switched watchface...no more problems.  I love my Versa!

[SunsetRunner]

"After 1 year my charge 2 battery failed and i was recommended by Fitbit to get a new one but as any sensible person would do I didn t want a replacement as same problem might arise with a new device (same model) so I opted for a newer model the Versa 2 Limited edition! After Fitbit gave me a tiny discount I had to purchase the new device (Versa 2 Limited Edition) for £120.00!! I committed to it hoping it will behave better than last one ! Guess what? It failed to update and didn t sync with my phone!

Since I bought it October 2019 I have only been complaining more and more and today 31st January 2020 I still receive emails back from customer service that they are looking into resolving the bug!! Is this a joke????

I was asked to pay for a new device when previous one failed and so the second one and they keep on asking me to check this, test that, do this update and wait until the battery is drained check that...customer service is the worst and I can see hundreds of similar cases with people complaining.

The device does not work and has been nothing but problems since purchased new. Even after filing a warranty claim before the first device expired and asked to pay for new device it still did not work and then refused to make good on it since warranty has since expired!!! Company does not stand by their products. We will no longer be buying anything Fitbit and will make a bad propaganda and already warned all my family and friends to stay away from this company and any of their products!"

"After 1 year my charge 2 battery failed and i was recommended by Fitbit to get a new one but as any sensible person would do I didn t want a replacement as same problem might arise with a new device (same model) so I opted for a newer model the Versa 2 Limited edition! After Fitbit gave me a tiny discount I had to purchase the new device (Versa 2 Limited Edition) for £120.00!! I committed to it hoping it will behave better than last one ! Guess what? It failed to update and didn t sync with my phone!

Since I bought it October 2019 I have only been complaining more and more and today 31st January 2020 I still receive emails back from customer service that they are looking into resolving the bug!! Is this a joke????

I was asked to pay for a new device when previous one failed and so the second one and they keep on asking me to check this, test that, do this update and wait until the battery is drained check that...customer service is the worst and I can see hundreds of similar cases with people complaining.

The device does not work and has been nothing but problems since purchased new. Even after filing a warranty claim before the first device expired and asked to pay for new device it still did not work and then refused to make good on it since warranty has since expired!!! Company does not stand by their products. We will no longer be buying anything Fitbit and will make a bad propaganda and already warned all my family and friends to stay away from this company and any of their products!"