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My Versa won't update and stuck on Fitbit logo

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‎08-02-2020 22:11 - last edited on ‎08-03-2020 05:36 by Fitbit Moderator

‎08-02-2020 22:11 - last edited on ‎08-03-2020 05:36 by Fitbit Moderator

Hi, so I had recently had a tracker software update notification on the Fitbit app that wants to update my Versa past version 32.6.1.1. I have performed this update multiple times following the instructions very carefully both over wifi and bluetooth and let it sit for days to be sure the update has processed. My app still says that my device needs an update even after it told me that the update was successful. Now I am unable to use my Versa because all I get on my watch screen is the Fitbit logo no matter what I press. I have tried restarting my phone and the watch, un-pairing the watch from the app and deleting the app and reinstalling, and also factory reseting the watch and I still have the same issue. Please, I have nothing else to do and need help.

 

Moderator Edit: Clarified subject

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‎08-03-2020 05:40 - edited ‎04-02-2024 11:25

‎08-03-2020 05:40 - edited ‎04-02-2024 11:25

Hi there @EckB, welcome to the Community Forums. I'm sorry to hear about the recent issues you've been having with your Versa. Thanks for the details provided in your post and for your efforts in trying to fix the issues prior to posting here. Nice way to go! 

In order for me to better assist you with this, please confirm that you've followed the steps below:

  • Remove your Versa from your Fitbit account and unpair it from your phone's Bluetooth.
  • Force quit the Fitbit app.
  • Turn off the Bluetooth.
  • Shut off your phone and turn it on after 1-2 minutes.
  • Turn on the Bluetooth.
  • Setup your Versa again.
  • If there is no connection, restart your Versa.

If you can't get started with your Versa, usually a missing requirement is the cause. Carefully review the requirements provided in the help article: Why can't I set up my Fitbit device? 

In regards to the version installed on your Versa note that your watch must be updated to the latest Fitbit OS 4.1.3 (32.70.8.0) and the Fitbit app on your phone to 3.26.1.

That said, leave on all-day sync and let the Fitbit app run in the background on your phone, which allows a small portion of the firmware update to download to your Fitbit device each time you sync. To check that all-day sync is turned on: In the Fitbit app, tap the Today tab > your profile picture > your device image > confirm All-Day Sync is on. 

Make sure to check them out and let me know if the issue persists. If such is the case, my best recommendation will be to get in touch directly with our Technical Customer Support department here. I would also contact them on your behalf if necessary, just mention me and I'll move forward with the request.

Maria | Community Moderator, Fitbit


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‎08-03-2020 12:29

In response to MarreFitbit

‎08-03-2020 12:29

Hi Marre,

Thanks for your suggestions, however I am still having the same problems. I followed your instructions multiple times and got the same result every time. My Versa is connecting to the app but will not do anything since the app still thinks the tracker software needs an update which was successful many times. My  app is up to date with the version you said as well. I am going to get technical customer support and I will mention your name.

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‎08-03-2020 12:40

In response to _Carina_

‎08-03-2020 12:40

Hi there @_Carina_, thanks for getting back and for the update. I appreciate you had followed the tips and recommendations provided above. Since this sounds a bit more serious, I've created a support case on your behalf - you should soon receive an email from Customer Support at the email you used to register with the Community forums. Note that we may take a bit long to get back to you since due to recent events affecting our operations, support options are limited and wait times are longer than usual. If you have any questions, don't hesitate to let me know. 😉

Maria | Community Moderator, Fitbit


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‎08-02-2022 18:28

‎08-02-2022 18:28

Hi

I have the exact same issue, all I get on my watch screen is the Fitbit logo no matter what I press.

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‎08-06-2022 20:56

In response to MarieLine

‎08-06-2022 20:56

My Versa 2 said my battery was low. I took it off last night. I went to charge it today and it won’t do anything but flash the FitBit logo. This is very annoying. I tried cleaning the charger and the terminals. I find it interesting that many people are having this same issue all of the sudden. I don’t want to have to reset it but it looks like that’s next. 

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