Firmware update bricked Versa 3

[Jtmitchem]

My perfecting working Fitbit that is 3 months out of warranty is officially a bad paper weight.  The latest firmware update obviously didn't work and now the Fitbit logo is stuck on my screen.  It attempts to restart but ends up on the logo 

Tech support went through the steps at a revival attempt with no success.  The offer of a 35% off full retail is laughable.  It is a slap in the face to a loyal customer.  This was my second Fitbit.  The only reason it was my second was due to me upgrading trackers.

If I caused the damage or was responsible, I'd gladly pay.  If you want me to send the device for you to review possible firmware bugs, I'd be happy to.  But giving me a discount that is already available on the website is an insult.  Our family of 6 Fitbit users just lost one.  

Moderator edit: format. 

[Guy_]

Hi @Jtmitchem - have a look at Possible recovery after firmware update  and see if that helps, let us know if it does.

[murjd17]

I'm in the exact same boat. The link that guy_ sent you here didn't work for me but it's worth a try. Fitbit needs to do something about this beyond a laughable discount for a new device. THEY ruined a perfectly functioning device with their update. I've been using Fitbit trackers since 2013 or 2014 but I won't buy another one if that's all they're going to do about an issue they caused.

[rbbjr]

@Jtmitchem - I am experiencing the same issues.  I tried all options with customer support with no luck.  Same offer of 35% discount, my Versa 3 went out of warranty in February.  Very frustrating and support team sticks to the script and warranty offer.  I told them to visit the community forums where many users are having the same issues.  This is my first Fitbit, I was a Garmin user prior and heading back out today to purchase another one.

[Jtmitchem]

I appreciate your attempt to help @Guy_  -- Unfortunately I didn't have any luck.  I was able to follow the steps within the app and clearing the cache and storage data.  When I went to restart the device, the following happened.  

1) It started on the Fitbit logo (which is where it has been since the failed update.

2) Held button in for 10 seconds.  

3) At 10 seconds I got one short vibration and logo went off

4) When the logo was off I got one more vibration

5) When logo came on there was one more vibration

At this point the logo stays on with no reboot.  Beyond frustrated at this point.  If I broke it, sure I'll buy a new one.  But I shouldn't be punished with a defective update.

[Guy_]

@Jtmitchem- well that's probably good - did you do the rest of the steps to set it up again?

login and click profile photo and "Set up a Device". And redo the installation.

[rbbjr]

@guy - i have done the steps to reset and "set up a device".  i am receiving an error message stating the following "Reset Failed!  Your data was not cleared.  Please try again."

When I do the hard reset now, this is the message I receive.  It no longer stays on the Fitbit Logo.

Any suggestions/

[Jtmitchem]

@Guy_  I did -- I went back to the app, attempted to setup a new device.  It hangs up and can't get passed the "Is Versa 3 powered on" message.  The Fitbit continues to sit with the Fitbit logo.  The logo will only go off if I attempt to restart the device and it goes through the same steps mentioned above.   Ultimately sitting with the logo one, but nothing else.  Based on your response I had my hopes up.  

[patman666]

I'm in a similar position to yourself, installed the firmware and now the watch just shows the Fitbit logo on its screen.

Restarting the watch just brings back the Fitbit logo

Removed the watch from the app, cleared storage cache and all bluetooth pairings and the app can't find the watch to setup it up

Will be contacting customer support tomorrow

[Guy_]

@rbbjr - are you able to do the steps listed in the post above to remove the watch from the phone & app and do set up a Device?

[Guy_]

@Jtmitchem , @patman666 - it looks like the watch has lost Bluetooth capabilitiy.

This is very useful troubleshooting, quite how or why that happens because of the firmware update is odd, and this seems to be a common problem.

When chatting with support see if you can find out and report back as it will help many.

Chat is possible via the Fitbit App, click profile photo, Help & support, Contact Customer support.

[Jtmitchem]

I was told in no uncertain terms that there was no report of issues.  I was told warranty decision was final and there was no recourse available.  I offered to give feedback or send Fitbit back on my dime for them to review.   I think customer support and the escalation department just wanted to shut me up.

[murjd17]

I also got nowhere with them. Thankfully I'm still within the window (by a month!) for the extended warranty I bought through square deal/allstate. I initiated a claim with them as I don't have any hopes that I'll get anywhere with fitbit at this point.

[rbbjr]

@guy- yes, but i receive the same error message on the watch.  "Failed Reset! ..."

[Guy_]

@rbbjr - contact support and they may talk you through a factory reset. It might work.

[rbbjr]

@guy - i have spent two hours with support, we have tried every option...even trying to install on another phone.  no luck so far.

[Guy_]

@rbbjr  - did they manage a factory reset on the watch?

[Jtmitchem]

@rbbjr @murjd17 @patman666 @Guy_ 

Success -- I was able to bring the Versa back to life.  Finally talked to someone with some sense in Customer Support.  I orginally thought I went from one problem to the next.   Here are the steps I took to move from the constant Fitbit logo to being able to pair with my phone.  It is still updating so I'm hoping this will bring final resolution, but holding my breath till then.  

• Press and hold the button for about 8 seconds until the screen turns off. 
• After the screen turns off, they’ll feel a short vibration:
• When they feel the vibration, release the button and immediately press and hold the button again.
• Wait until the blue logo appears, then disappears:
• Immediately release the button and then immediately press and hold it .again, until they feel a vibration.
• After they feel the vibration, release the button. 
• This vibration indicates they started the factory reset. 

Once this is done it went to sleep, no logo.  It stayed that way, I left it on the charger for about 15 minutes.  I then held the button down for about a minute when it finally came to life with the logo.  It went through a full reboot and then was recognized by my phone.  I'll keep you updated.

[Guy_]

@Jtmitchem - thank you for the feedback that a factory reset was able to revive it, that's good news.

Maybe a full installation of the firmware will work. It seems there is a bug in the update process causing the original issue with yours and many other people's watches.

[rbbjr]

no, when we tried reset the same message I stated above comes back on the watch face.