Unable to update firmware on Versa.

[LoraGurl]

Hello,  

 I just received the new versa on Monday, I have had two Charges and now for the upgrade.  

I tried to sync it with my iPhone got through all setup then it had a download update after wifi and Bluetooth connection. It has not worked, never downloads. Well I know it’s time for a new cell phone so I got one yesterday. Still the exact same problem. Is there something wrong with the watch?  

Thanks!

Moderator Edit: Clarified Subject.

[Marrrmaduke]

@LoraGurl what error message are you getting? Which iPhone are you setting up your Versa with and what's the iOS version?

[LoraGurl]

Thanks! 

No error just always downloading but never downloads.  Stays around 5 percent. I have tried a few times over day, through the day etc.

I have 12.0.1 my other phone I tried it on was 11.3.

i can’t do the newest version yet as my phone isn’t fully set up. Is that the problem?

[Marrrmaduke]

@LoraGurl no, it shouldn't be an issue. Are you downloading via bluetooth? In other words, did you manage to set up wifi on your Fitbit?

[LoraGurl]

I did manage to set up wifi. But I am just doing the update through the app. Is that correct? 

[Marrrmaduke]

@LoraGurl Yes. It's correct. Can you take a screenshot of the Fitbit mobile app window and post it here. I think you will have to restart the whole process. Try rebooting your versa and phone. Make sure both phone and versa are really close to your wifi source.

[LoraGurl]

I am in bed so I can post one tomorrow sorry. But I have tried on two phones and rebooted both phone and watch and have tried to load several times. I am close to the wifi. I can try closer but full single on my phone and computer. I will try redoing it in the morning and screen shot it after. Thanks

[MarcoGFitbit]

Hello @LoraGurl, thanks for joining the Fitbit Community, it's great to have you on board. It's nice to see you too @Marrrmaduke, thanks for all your help. 

@LoraGurl, I appreciate your participation in the Forums and for sharing your experience with us. 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.

I hope this can be helpful, give it a try and keep me posted in case you need anything else. 

[Marrrmaduke]

@LoraGurl thank you. Please post a screenshot of the Fitbit app as well as a picture of your Versa's display. I would like to see where it's stuck. 

[LoraGurl]

These are the screens I keep getting:) thanks!

[Marrrmaduke]

@LoraGurl Screenshot of the Fitbit mobile app too, please. 

[LoraGurl]

Sorry I thought both posted!

[Marrrmaduke]

@LoraGurl I see. If I understand correctly you have versa linked with your account but not paired with your (new?) phone. You're trying to update but as versa is not paired it won't go through. That's what I would do:

1. Close the update in the app, so you can see main dashboard. You need to remove Fitbit versa from your Fitbit account.

2. Uninstall Fitbit mobile app

3. Reboot your phone

4. Reboot versa by pressing and holding the left and bottom right buttons until Fitbit logo flashes

5. Install Fitbit mobile app

6. Set up Versa as a new device (add device in the Fitbit mobile app)

7. Grant all requested permissions

8. Configure notifications, etc.

[LoraGurl]

Thanks for your help!

 Thanks for your help!

[LoraGurl]

Thanks! I will give it a go. This is my second phone trying it on. Same problem both phones. But I will let you know:) thanks

[Marrrmaduke]

@LoraGurl it's because versa wants to be set up from scratch and your Fitbit mobile app thinks the tracker has already been set up and just wants to update it. Weird. If you cannot close the update screen, just uninstall and reinstall the app. Then delete versa from account and proceed as described.