The replacement is worse than the original

[krum88]

Hi,

I received a replacement (Fitbit Versa) a week ago and since then I am experiencing more problems than ever. 

1. Not syncing. I have to reconnect the device everyday because restarting the watch/mobile did not help.

2. Firmware is old (32.32.12.19) and I do not know how can upgrade it because it is not syncing

3. No sleeping data

4. I cannot find the same clock face what I used on the old watch

5. Sent an email to the help desk more than 2 days ago and still no anwser

6. The chat operator did not help either. 

[Marrrmaduke]

@krum88 The data will be missing because your Versa is not syncing. The clockface may not be available for the older version of the firmware anymore. The first thing to do is to restore bluetooth connectivity and update your tracker. Please share your phone model and OS.

[krum88]

Hi Marrmaduke, 

thanks for the reply. Finally it is syncing because I disconnected-reconnected the device several times. 

I have Sleeping data + Heart rate. 

But still don't know how can upgrade the Firmware and I miss lots of functions + my favourite clock face. 

How old this 32.32.12.19 firmware? 

My phone is Samsung S9 with Android 10

btw, after 3.5 days still no official answer from Fitbit. 

[Marrrmaduke · Accepted solution]

@krum88 You can try forcing download of the newest firmware by performig a factory reset (restoring versa to factory defaults). Before factory reset, make sure you have deleted versa your phone's Bluetooth settings (not Fitbit app). To perform factory reset, open settings app on you Versa and scroll down to About. Tap it and choose factory reset. This will wipe all data from your tracker so it would be good if you could sync it first. After factory reset you will need to set up your versa again by adding a replacement device in your Fitbit mobile app. You can set up the watch back to the Fitbit account by following the instructions on this link: How do I set up my Fitbit device?

I am assuming the waiting time is so long due to covid-19. Their teams must be decimated.