Can't sync or update my Versa Lite

[dyluminator]

Every time I open the app it says no internet connection and I can't sync my watch or update it. It makes no difference whether my phone is on Wifi or data. If I disable my VPN it works for a few seconds which is rarely long enough to sync and never long enough for update my tracker. I've tried everything on the sync help page. 

I have a Samsung Galaxy S7

Moderator edit: updated subject for clarity

[JuanJoFitbit]

Hi @dyluminator, welcome to our Fitbit Community! I'd like to follow up and help you with your Versa Lite since it won't sync or connect with your WiFi or phone. By the way, thank you for troubleshooting this issue before contacting our forums.

Please try a factory reset. To do so on your device, open the Settings app > About > Factory Reset or Clear User Data. After this, install of the apps again and see if your watch syncs your data properly.

Keep me posted on the outcome.

[dyluminator]

@JuanJoFitbit I just did that and now it's worse. My watch is stuck on the set up screen and despite reinstalling the app it still says no internet connection regardless of what network I'm connected to or if I'm just using my phone's data. So now I can't set up the watch at all and the app still doesn't work.

[JuanJoFitbit]

Hi @dyluminator, thank you for getting back and trying the factory reset. Since your Versa is still unable to connect with your phone, I'd like you to try another way to perform a factory reset and has been helpful for this type of issues. Please follow the steps below:

1. On the device, hold all three buttons for about 10 to 12 seconds. 
2. When the Fitbit logo disappears, quickly release the bottom right button, continuing to hold down the left and top right buttons (releasing the bottom right button as soon as the logo disappears is time sensitive). 
3. When the device vibrates, release all buttons. 
4. Wait for approximately 1-2 minutes while the device clears all data. Eventually, the Fitbit logo appears and the device boots and displays Fitbit.com/setup.
5. Set up your watch from scratch and see if your watch connects properly

Let me know how it goes.

[dyluminator]

@JuanJoFitbit 

My Versa Lite only has one button...

I honestly really don't think it's the watch that's the problem. The app constantly says that there's no internet connection regardless of what wifi I'm on or if I'm using my phone's data. If I turn off my VPN it connects with my device for a few seconds but as soon as my VPN turns back on it disconnects. My phones hardware physically doesnt let me have my VPN off for more than 10 seconds, nor do I wish to have it off at all as that's a security issue. Since I first reset my watch months ago, it has been unable to connect to the app long enough to set back up again, rendering it unusable for the whole summer and still now.

I'm not an expert but I definetely think it's a programming issue with the app and perhaps how it interacts with certain phones (I have a Samsung Galaxy s7)

I can't know how extensive the issue is or how long it'd take to fix, but I'd really love to be able to use my watch again.