Difficulties to update and sync my Versa 2

[Fockenwong]

I have tried a factory reset on my second hand Versa 2. Once everything downloads, I get the error message “Reset failed! Your data was not cleared. Please try again.” I have tried many times and get the same result. 

Also when I try to update the tracker on the app, I get the error message “Sync failure. Firmware update finished, but failed to sync.”

Moderator edit: updated subject for clarity

[EdsonFitbit]

Welcome to the Fitbit Community @Fockenwong.

Thank you for the information provided and for trying to resolve the issue with your Fitbit Versa 2 before contacting us.

I would recommend setting up your watch as a replacement device:

1. Tap the Today tab, and tap your profile picture.
2. Tap Set Up a Device.
3. Choose your device and follow the on-screen instructions to continue.

If you experience difficulties during the set up process, please follow these troubleshooting steps.

Hope this helps.

[Fockenwong]

Hello,

I did all these steps when I got the Fitbit and I still got those messages. I deleted it from my app, deleted the app and re-installed everything and I still get an error message when I install it and try to reset to factory settings and I am also still not able to update the tracker “Sync failure. Firmware update finished, but failed to sync.”

[EdsonFitbit]

Thanks for the update, @Fockenwong.

I noticed that you've been in touch with Customer Support. I'm pretty sure they will do their best to provide a high level of support.

Thank you for your patience while dealing with this situation.

See you around.