My Versa 2 will not install the update

[teri62]

I have tried to update my versa 2 and it goes thru the downloading and then starts the install and after it almost gets done the screen say switch to bluetooth or wifi depending on which one I was using at the time. I have done that several times now and my versa 2 is just showing the logo.  I have done what they say to do. restart watch and phone. shut off bluetooth turn on.  my stats show up in my fitbit account but wont show up on the watch itself. no apps nothing. just a logo.  Help.

Thank you.

Moderator Edit: Formatting.

[Guy_]

Hi @teri62 - can you confirm the watch is counting steps and heart rate when you sync with the app.

If so stop trying to install the update until the watch is working normally, trying to update when thete6 is already a problem can make matters worse.

The logo may only be a temporary problem if the watch is working so let's see if we can get it working.

What was the initial problem you were trying to resolve with the update?

[teri62]

I was trying to update the watch, it kept showing on the watch to update it. it had the logo and scrolling of update at fitbit.com on the bottom of the logo. so that what I attempted to do and it went thru the download, but when it came to the install it got almost done and said it failed try bluetooth or wifi.  Tried again this morning and did the same thing.  On my fitbit account it shows how many steps I walk when I wore it to see if still was counting my steps.  Checked this morning and steps are online,  

I can't seem to get the clock or anything else but the logo and telling me to update.  feeling frustrated.

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I am going to let the battery run down then go charge it and see if that does anything.

[Guy_]

Thanks @teri62 - it may be better to troubleshoot.

You can always chat via the Fitbit App, Help & support section, Contact Customer support and they can guide you as they can detect at what point it is going wrong and can take you through a factory reset (as a last resort) if necessary.

[teri62]

Thank you I will try that after battery runs down.

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ok can not find customer support via fitbit app.

[Guy_]

@teri62 - chat via the Fitbit App settings, Help & support section, Contact Customer support.

[teri62 · Accepted solution]

I got a hold of customer support, she helped me as far as she could.  wound up having a red x and a message saying sync and data can't be cleared.  Made me a ticket for them to contact me.  but with determination and alot of youtube and reading on here.  I have fixed it and my watch is back to normal.  Thought I should tell you because you were so helpful. Thank you

[Guy_]

Thank you @teri62 - and well done. It may help others.