Unable to update Fitbit Versa.

[CAGirlRunning]

For the past 2-3 weeks, my Versa has not been tracking my heart rate or the floors climbed.  Have tried resetting, deleting and restoring the Versa to the app, and have tried updating the tracking software about 4-5 times.  Update runs for a couple of hours, then fails.  Please help.  Already have a fitbit case number.

Moderator Edit: Clarified Subject.

[MarcoGFitbit]

Hello @CAGirlRunning have a warm welcome to the Fitbit Community, it's great to have you on board. 😄

First of all, I would like to apologize for the delay in the response. I appreciate your participation in the Forums and for sharing your experience with us. Thanks for letting us know you've already tried to troubleshoot this issue and have contacted our Support Team. At this moment, in case you haven't done it yet, please try the following troubleshooting steps;

Before you begin the firmware update, make sure your watch is plugged into the charger and in range of your Wi-Fi network during the update. For best results, use your home or work Wi-Fi network. If you've never connected your watch to WiFi, see How do I connect my Fitbit watch to Wi-Fi?. If your Versa is having trouble updating with WiFi, please try the following:

1. Make sure your watch is connected to the Wi-Fi network you want to use. 
2. Move your watch closer to your router.
3. Make sure your router is connected to the internet. 
4. Restart your watch by holding the back (left) and bottom buttons until you see the Fitbit logo.
5. Try again to update your watch.

If the update fails, restart your mobile device and try to update again. If your Versa can't update over WiFi follow the on-screen instructions in the Fitbit app to update your watch over Bluetooth instead. Note that firmware updates over Bluetooth may take significantly longer to complete. If the Versa is having trouble updating through Bluetooth try the following:

1. Try turning Bluetooth on and off on your phone.
2. Restart your watch by holding the back (left) and bottom buttons until you see the Fitbit logo.
3. Try again to update your watch.
4. Restart your mobile device and try to update again.

If after following these steps you're still having trouble, as you have already created a case, please reply back to our Support Team for further options. 

Have a great day!