Sync bluetooth factory reset time problems

[Catherine12]

I've tried everything from reboots, getting rid of all connected devices and putting the app on a different device.  I just did the factory reset and it will not recognise the device to pair it.  I'm getting over the constant reboots including device off and on.

This problem started when the device lost time and wouldn't sync.  I've done all troublesbooting suggestions and still nothing.

[Marrrmaduke]

@Catherine12 I know you have probably tried many of these troubleshooting steps, but perhaps if we changed their order, it would help. Let's try this:

1. Open your phone bluetooth settings and remove Versa from the paired devices list
2. Uninstall fitbit mobile app
3. Reinstall fitbit app
4. On your Versa, hold the back button for about 8 seconds. 
5. When the Fitbit logo disappears:
   1. Release the button briefly (for less than 2 seconds). 
   2. Hold the button again until you feel a second, longer vibration, which indicates you initiated the factory reset. 
6. Place Versa in the charging dock and try setting up again.

[Marrrmaduke]

Hi @Catherine12 did you manage to make it work?

[Catherine12]

No luck at all, I've even tried installing app on an IPhone and it still  does not recognise the fitbit.  I'm over rebooting  unistalling apps several times and now I've done a full reset and lost data.  This is very disappointing...

[Marrrmaduke · Accepted solution]

@Catherine12 ughhh if it doesnt want to pair with any phone as you have tried other models, it might be Versa itself, I mean this unit. I am afraid at this point, you might have to reach out to Customer Support. I know it's terribly inconvenient, especially right now with covid19 going on. Here's the link to Customer Support page. I wish I could be more helpful. 😞

[Catherine12]

I really appreciate you reaching out to help.  Thanks for the link, fingers crossed.

[Marrrmaduke]

@Catherine12 I just wish we could have resolved it here without CS involvement. But, sometimes defective units happen. Good luck! 🙂

[Catherine12]

Marrrnaduke,  I wish we could have to.  However, I did some tests with Support.  The Versa Lite will not charge at all now and they have said it needs to be replaced. The fitbit is only 2 months old, I tried all of the suggestions including factory reset l, it's frustrating that I have lost my data now.  I really appreciate you responding and providing the link.  Thank you for all your help.

[Marrrmaduke]

@Catherine12 I am glad they're shipping you a replacement device! This was really fast especially if you think about the current situation with pandemic... Happy stepping! 🙂

[Catherine12]

@Marrrmaduke  I'm impressed with the service with the current pandemic.  They have shipped the replacement and ETA approx 25th March.

[Marrrmaduke]

@Catherine12 Oh wow! This is quite impressive. 😄