Unable to set up Versa on Android.

[danut1977]

Versa - Setup - Android - #27030979  11.10.2018 3:08 AM

 1. Tests for completing Versa setup with smartphone were performed on: huawei p9lite 2017 - android version 8.0.0.835 samsung j3 2017 - android version 5.1.1 sony xperia z3 - android version 6.1 The setup and bluetooth connectivity problem for the sync application came after the latest Fitbit application update in googleplay 05.10.2018. I tried and finished setup with a fitting v.2.7.2 application but at the time of pairing for further setup I was forced to update to the latest version of fitbit.

Message  : This  device has been locked ....

2. 

The 100% battery ...

I followed the necessary steps, 

I entered the code that appears on the smartwatch screen in the application.

The message that appears is "The connection problem with fitbit.com

The message in window 10 is different from the one received in Android.

3.

14.10.2018 1:27 AM 

At this point, we'll escalate this case to the proper departament, you'll received and answer about your case in 2 business days. 

Thank you so much for your patience and understanding in this matter.

Since in Fitbit our main goal is to make your experience enjoyable and provide you with the satisfactory service you deserve as a member of our big, therefore, if you have any concerns, please don't hesitate to let us know.

Sincerely,

Andrew L. and the Fitbit Team

4. 

I have about 7 business days to go (Versa - Setup - Android - # 27030979 [ref: _00D40N2lj._5000b1MTmV0: ref]) has been escalated to another fitting department for solving.
I have not received an OFFICIAL response from the fitbit.

 

 Moderator Edit: Clarified Subject.

[MarcoGFitbit]

Hello @danut1977, thanks for joining the Fitbit Community, it's great to have you on board. 

I appreciate your participation in the Forums and for having shared your experience with us. I was able to check with our Support Team and it seems you have recently replied to them. Please note that as mentioned by our Team, your issue has been escalated. I understand it has been more than 2 business days and you would like to get a reply from them but at this moment I would like to ask you for a bit more of patience while they work on your case. 

Thanks for your patience and understanding, if you have anything else to add, please feel free to reply to your case as our team will be able to provide you more options. 

Have a great day. 

[danut1977]

I've done tests ... the problem I'm reporting is related to updating their database with the idle devices sold and returned. Updating the database was done immediately after downloading the 2.79 version for android.

At this point, due to the concept used by fitbit- as a device to be totally dependent on the FITBIT proprietary application at setup time - I can not use the fitbit  versa clock versus even as a simple clock .... without smart features or synchronization features.
It would seem normal for Fitbit to think quickly about the possibility that the people who bought the company's products could use the devices, regardless of the FITBIT application ... which may have software programming bugs, errors generated by update the database, etc.
I honestly do not expect that after about two weeks a company such as FITBIT, with a software development center in BUCHAREST, ROMANIA will not be able to solve a setup problem .... although I provided all the necessary data - pictures , barcodes, mac equipment, tests performed on various android versions of various smartphones and tablets with windows 10.
How can it be complicated to check in a database if errors were generated at the time of updating the database (with fitbit devices sold and returned). release version 2.79 for android. It is possible that my mac on my black-list and when pairing with the fit server, after entering 4 digits ... at the time of pairing, the server rejects the pairing request and finishing setup.
Specifically, I work in the IT field as a system engineer and provided these tests and additional information in the hope that the reported problem will eventually be solved.
Thank you in advance !

UPDATE:

I have not yet received a solution to the issue that I signaled on 11/10/2018. In conclusion, I can not mark my topic as solved. I'm still waiting for a solution that will solve the problem.

[MarcoGFitbit]

Hello @danut1977, I hope you're doing well, thanks for taking the time to reply. 

I appreciate you have come back with more information about the tests you have performed so far. Please note that as mentioned above, your case is being evaluated by our team and has been escalated to our highest tier of Support and you have recently received a reply from our Support Team. 

I would like to thank you for your patience so far, please be sure that our team will be contacting you soon. Thanks for your understanding. 

Have a great day. 

[danut1977 · Accepted solution]

I have not yet received a solution to the issue that I signaled on 11/10/2018. 

14.11.2018 

Hi Chirilov,

Thank you for all the information provided before, we do appreciate it.

At this point, we'll escalate this case to the proper departament, you'll received and answer about your case in 2 business days. 
Thank you so much for your patience and understanding in this matter.
Since in Fitbit our main goal is to make your experience enjoyable and provide you with the satisfactory service you deserve as a member of our big, therefore, if you have any concerns, please don't hesitate to let us know.
Sincerely,

Andrew L. and the Fitbit Team

I do not understand how FITBIT treats an open ticket with technical support if after 15 business days it can not provide a solution to the setup problem.
I've done multiple tests ... I've purchased another FITBIT SURGE product that I've already activated in my account.
I'm awaiting another solution to the problem I've been alerted to in order to use my FITBIT VERSA clock.
Thank you in advance...