Stopped syncing, tried factory reset, now can't connect

[Kalnel]

Earlier today, my Versa Special Edition stopped syncing, then started showing the wrong time. I tried turning it on and off, toggling the Bluetooth on my phone, reinstalling the Android app, connecting to other devices, and all the other directions, but nothing worked.

So, I deleted it from the app and tried a factory reset. It appeared to go through the reset OK, but it would not set up as a new device. (It kept saying the Bluetooth timed out.) 

Then, I tried holding down all three buttons to force another reset, but I never got the vibration. If I let go of the bottom right button, it just goes back to showing the alternating instructions in multiple languages to use the app to set up the device.

Putting the device in the cradle does not keep it awake during the attempt to reconnect it. 

Any ideas? If not, how do I contact customer service? 

[HeydyF · Accepted solution]

Hey @Kalnel, welcome aboard! I appreciate the time you have taken to try to solve this inconvenience with your Versa. Considering that the issue persists, I have escalated your case with our Support team so they can further assist you. Please keep an eye on your inbox. 

I'll be around!

[Kalnel]

Thanks, HeydyFitbit. I haven't heard from them yet, but I'll keep an eye out. I'm eager to get this solved ASAP, and I appreciate your help!

[sboulais03]

My versa started to show the wrong time. So I changed clock faces, and it worked for a minute, and that didn't work. I tried to do a factory reset, and now the fitbit logo is blinking on my versa. What do I do?

[DanielC81]

My Versa stopped working too.

-I uninstalled and reinstalled the app

-I reset the watch

-I removed my versa from my device and tried to add it back.

Now it fails to find it at all!

This is now the second time I've had synching problems with my Versa! I'm starting to regret buying this thing!

[HeydyF]

You are more than welcome @Kalnel! I hope our Support team can help you out with this and get you back on track. 😉 

@sboulais03, welcome aboard and thanks for taking the time to try a couple of tips to fix this issue with your Versa. Well, now that you have tried a factory reset, please set it up as a new device. If you have issues with that, take a look at the troubleshooting in this help article: Why can't I set up my Fitbit device? 

Thanks for trying those tips @DanielC81! Try to factory reset it and then set it up as a new device again. Just keep in mind that all of your data will be deleted after the factory reset. 

Let me know how it goes! 

[Donner4me]

HeydyFitbit,

I'm having the same problems @Kalnel described.  I have tried everything from disconnecting the other bluetooth devices on my phone to removing and redownloading the app to finally doing the factory reset.  I've been an avid Fitbiter since 2011 and I have never had a glitchier product.  I just wanted a watch that took measurements too.  Please help.

Thanks, 

[MelBillings]

I’m having the same issue. Have not been able to connect to WiFi or sync since 230pn yesterday! Help!

[DramaQueenDiva]

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@MelBillings wrote:

I’m having the same issue. Have not been able to connect to WiFi or sync since 230pn yesterday! Help!

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What device(s) are you using to sync?

[Geminikki76]

On one hand, I'm happy I'm not the only person having issues...on the other hand, why are so many of us having the same issue at the same time...? The last time my Versa synced was 2:04am yesterday morning. I have been trying ALL day to get it to sync again. I've tried the same things as everyone else, with the exception of the factory reset...restarting the Versa, uninstalling the app, restarting my Bluetooth, etc. and nothing has worked. What's going on??

[Marrrmaduke]

@Kalnel @Donner4me @DanielC81 You need to remove it from Paired Devices list in your phone Bluetooth settings as well before setting up as a new device. The sequence should be more or less as follows:

1. Delete the tracker from the account (Fitbit mobile app) and from Paired Devices in your phone Bluetooth settings

2. Reboot your phone and perform factory reset of Versa

3. Set up Versa by adding it as a new device in the Fitbit mobile app. Follow the instructions on the screen.

@Geminikki76 @MelBillings What's your device and OS? For now you can try this:

1. Unpair (remove) Versa from your phone's bluetooth settings
2. Uninstall the Fitbit mobile app
3. Reboot your phone and install Fitbit mobile app. Do not pair at this point.
4. Reboot your Versa by pressing and holding the left and bottom right buttons until Fitbit logo flashes
5. Login to Fitbit mobile app
6. Grant all permissions and sync.

[hannah_8272]

I'm having the same issue.

[Kalnel]

@Marrrmaduke, I think you missed my original message. I did all that and it bricked the Versa. It no longer connects to anything. (I'm guessing the Bluetooth radio is shot, maybe a glitch, maybe a bad radio.) Customer service is on it. 

[Marrrmaduke]

@Kalnel Unless I misunderstood your post, you mentioned your Versa is displaying standard setup screen when woken up. Also, you listed many steps before factory reset but did not mention unpairing from the phone Bluetooth settings. That's why I advised removing Versa from the paired devices, rebooting phone and attempting adding Versa again. On the side note some people have reported that they had to press all 3 buttons (for 3-button factory reset) extremely long - 3 minutes. Just FYI.

[Kamuy]

hi, i think i found a solution for android users, please help me to confirm.

thing is that  versa came with a 4.0 bt chip and some 4.2+ bt devices has imcompatibility with them.

what i did : 

1)go to bt settings and  if in paired devices is versa unpair it.

2) go to system settings and find the way to activate developers options

3)find in developer options /activate log HCI BT and show not name or hidden bt devices (mac addres will be show)

4)restart de device

5)go to fitbit app and wait to it to pair with the versa,

hope it works.

[Kalnel]

@Marrrmaduke Yes, it was in setup mode, but it does not connect to anything. It's as if the Bluetooth radios are broken/off. I tried holding all three buttons for a long time to see if I could force another reset, but no luck. Now, it is permanently showing the Fitbit logo. No combo of button presses ends it or turns the device off. I may keep playing with it after the battery runs out and I recharge it. 

[Kalnel]

@sboulais03, @DanielC81, @Donner4me, @MelBillings, @Geminikki76, @hannah_8272: Just curious, were you all using watchbands with magnetic clasps/attachments when your Versa broke? (I was.)

I was thinking about how magnets can screw up speakers and other electronic devices, and it occurred to me that there might a connection. 

[Kamuy]

**ahem**ty watch, returned mine, bought an s3 frontier wich is around $199, no more waisting time it works like magic with any device

[Kalnel]

If Samsung came up with a watch that doesn't look like something an Army Ranger would wear, I'd consider it, as I have a Samsung phone. But, the styles are too masculine for my style and too big.

I'll just be happy to get a working Versa again!

[Kamuy]

Agree i was thinking only about me, an of course those clocks are like sclusively made for mens, anyway they work ok with compatible list of device so...