RESOLVED: 4/24 - Issues with setup, syncing, and App Gallery

[MatthewFitbit]

Fitbit Update 04/25/18: We have rolled out a fix and all Fitbit Versa and Fitbit Ionic users should now be able to use their devices normally. If you continue to encounter difficulty with syncing or setup, please consult these help resources:

• Why can't I set up my Fitbit device?
• Why won't my Fitbit device sync?

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Fitbit Update 04/24/2018: We are working to resolve an issue affecting Fitbit Versa and Fitbit Ionic that is impacting syncing, setup and firmware updates, music transfer, the Weather app, and downloading apps/clock faces from the App Gallery. Thanks for your patience!

[sdpjbp]

Fitbit coach app will not sync at all on new Versa. Gives an error and says to contact customer service.

[sygyzy]

Thanks for Fitbit's work on this. Just curious, will Fitbit issue a postmortem?

[ErickFitbit]

Fitbit Update 04/25/18: We have rolled out a fix and all Fitbit Versa and Fitbit Ionic users should now be able to use their devices normally. We will continue to monitor the situation and apologize to our customers for any inconvenience this caused. 

[Gabygabs27]

Should I wait for an update via Play Store? Should I set up something with my device + phone?

[Granger2006]

Then why the banner at the top still??

[sygyzy]

@Gabygabs27 There is no update for the app required. All the issues were on the server side.

[Granger2006]

Clock face still not syncing with edits made to colors, stats, etc.... clearly the issue is not resolved. Already powered everything down and back up again. Turned off all day sync and back on again.

[Gabygabs27]

"No, at this moment there's an outage affecting syncing, setup, firmware update, music transfer, the weather app and the download of apps to the watch. Currently, the special team is working on a fix but as of now, you may experience some of the issues I mentioned.

You can still try the troubleshooting steps for the issue that you're experiencing but it's possible that the it persists."

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That's the reply from a clerk via chat. So anything regarding the fix, it's not official.

[Prasad1337]

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@sygyzy wrote:

@Gabygabs27 There is no update for the app required. All the issues were on the server side.

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Let's be clear. The root cause of the issue is that the watch itself has nothing to fallback to in case of server side failures like this, like an actual default clock face instead of the otherwise pointless "Clock Error" screen. It doesn't come preloaded with this out of the box like it should. Clear design oversight. What is required from them is a firmware update that includes this!

[sygyzy]

@Prasad1337 I've already wholeheartedly agreed with you in another thread. I understand the technical side of things but I was answering Gaby's question about what she needs to do next. 

[nirozedotnet]

Thank you for the update! 

[AradiaRue]

I don't think the problem is fixed because I have been trying to set up my new Fitbit Versa since you announced that you fixed the problem and I am experiencing the same problems, I can not download the firmware update and I am getting noting at all on my watch except the start up screen telling me to download the app to get started...i have no problem with the fitbit alta hr so I know it is not a problem on my end.

[AradiaRue]

problem not fixed, i still can not download the firmware update to be able to set up my new versa....getting very discouraged! i know it isn't on my end because I have no problem with my ALTA HR

[Marina_81]

Mine is still not working. Now it shows I have the versa on the phone and syncs but, nothing on the watch. Still shows the message "to start, download the Fitbit app", which I have. Can't choose apps or watch face, none of these things

[blu-steel]

Make sure you use 2.4 ghz on your router. Dont use 5.0 GHZ. Also make sure you are close to your router. 

[AradiaRue]

I am having the same exact problem as you...it is so frustrating! I been
waiting for the Versa for a while now and all I am getting is a great
disappoint...without the firmware update there is nothing we can do with
the watch...they should have designed a default watch face incase something
like this happened.

[Bobled]

Try using your phone as a WiFi hotspot.  That did the trick for me. 

[Granger2006]

Yes we all know about the wifi sensitivities.  I'm on 2.4, as are the vast majority of the ppl having issues. And it's still.not.working....

[alcantarvf]

it took me 2hrs to download the software. Next step was installing it, lets see how long that takes. So frustrating wow.

[theGRINgo]

Either the fix has not fixed the issue or the amount of people trying to connect and update is causing delays and intermittent connectivity. Whatever it is not the best first impression from a 1st time fitbit user,  only just purchased the versa today!