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!

[Jujube289]

A factory reset using an option in Versa (not pressing three buttons) solved my problem,

[pmversa]

My Fitbit Versa seems to sync better after the fix - if I have the app open.  Otherwise, it doesn't seem to sync despite being on autosync mode.  Is anyone else having this problem? (yes, I've done all the reset recommendations of the versa as well as the phone)

Thanks in advance

[lexi83]

I thought the auto sync meant when you open the app on your phone it automatically sync with your watch. 

Eg my versa doesn’t sync every 5 mins to my Fitbit app on my phone automatically if I  haven’t opened the app. 

I dont think that’s a feature unless I’m very wrong. 

If I’m wrong someone school me 

[pmversa]

Not sure which one does it, but I have all three settings on - all-day sync, always connected, and keep-alive widget

either way, with all activated, mine doesn’t regularly sync. 

[lexi83]

Yeah I’ve got all of that switched on but it only syncs when I open the app it’s never done it continuously throughout the day.  

I noticed it with in the weather app when I had to open the app on my phone to see the current weather on my watch which seems pointless to me 

[cbielans]

What about the people still having issues after this fix was rolled out? Can I get any update? Been trying to talk to someone on Fitbit chat all day and no help.

[AradiaRue]

I am still having issues too..I think the fix only helped those that already had their fitbit set up, I cant download the firmware update and without that I cant use my fitbit Versa at all because it doesn't even have a clock face! so disappointing...I think I am taking my Fitbit versa back to the store tomorrow 😞 

[IonLake]

I bought mine two nights ago, and I swear trying to set mine up caused the outage LOL!

 Since they've called the outage "fixed" I can do everthing but use weather, exercise and coach.  I just got off the phone with tech and they've asked me to do ....another factory reset...the watch was obstinate and it took about (4) tries, but it's now downloading the software.  I'll update when complete if that "fixes" it.

[cbielans]

I have lots of issues setting it up, but it’s kind of set up. It’s weird because I tried to do the update and it said it failed, but then I go back into the app after force quitting and it’s like the update installed. I’m still having issues with syncing though. It’s just not connecting my Fitbit to the app.

[FBUser001]

Last night,  I contacted Fitbit and was told there was a known issue with syncing of notifications between the Versa and Samsung Galaxy 8 and 8 Plus.  Today,  I see a notice claiming all was fixed with that issue,  however,  I am still having issues tonight with all notifications not syncing to my Versa. Would like to have this corrected asap or I'll be returning the Versa.

[lexi83]

Another user called customer service  and an advisor took them through troubleshooting step by step and now their watch is working. Maybe give them a call or ask on Twitter for help 

[cbielans]

I’ve been on chat with Fitbit all day pretty much and all troubleshooting didn’t help at all. They keep telling me I have to wait it out and that they are still investigating the issue.

[lexi83]

That happened to me and I took mine back straight away got another one then it was fine.  

However theres a user on here ( I’ll try and find their name) who said something about restoring factory settings and not hold/ pushing 3 buttons or something. Not sure what that means but maybe it might make sense to someone. 

I would just exchange it 

[lexi83]

Seems like a lot of mixed messages as when I asked on Twitter they said everything is fixed.  It took a user 5 calls later to get a good advisor to help them sort out their versa. They got a case number too  so they have a reference 

[cbielans]

I’ve tried factory resetting it both ways and no luck. You name it and I’ve done it. Amazon is going to send me a new one for free it’s already ordered, but it’s temporarily out of stock and have no idea when it will be back. Fitbit refuses to send me a new one claiming its not the tracker, it’s still the app although one representative said if the fix doesn’t work then it’s your tracker and STILL Fitbit refuses to send me a new one. I hope they figure out a fix soon!

[lexi83]

Oh dear. 

Yes send it it back to who you bought it from. If you’re UK based I would have said Boots seem to have supplies. Is there another supplier you can use maybe?

it very naughty really because Fitbit have their money and people don’t have a functional product it’s not cool

[FBUser001]

Hello....I talked with Fitbit last night and went thru all the trouble
shooting with them. Uninstalled, reinstalled etc and nothing worked. I
have a Samsung Galaxy 8 Plus and they say there are known issues with that
phone syncing with the Versa.... even though they claimed all android
devices were compatible. I saw a notice tonight that they claimed to have
fixed the issue but I'm still unable to get notifications on my Versa. Will
call Fitbit again tomorrow and consider returning the Versa.

[FBUser001]

Hello.... I'm about to return my Versa. Not happy that it's an issue right
out of the gate with a new product. Have another Versa being shipped now
for my husband. It will probably be getting returned when it arrives.

[cbielans]

I’m in the US. I either have to get it from Amazon where I ordered it from or Fitbit needs to send me a new one. Hopefully they find a fix and if not will send me a new one. I really like this Fitbit and don’t want to return it. 

Im using an iPhone. I know nothing about android devices sorry.

[FBUser001]

Apparently so. I'll call Fitbit tomorrow and if they can't rectify
immediately, I'm returning the product.