Unable to update firmware version

[MelanieFudge]

I recently bought a Samsung 10 plus and was having issues with notifications/calls so decided to try some of the ideas listed on this forum! When I reset my fitbit versa lite and tried to restart the initial set up, it gets me as far as linking it to the app and then when it has to do the initial update, the fitbit keeps restarting over and over again. Unable to update so now can't use st all! Is there anything else I can do or is it faulty?

Moderator edit: Subject for clarity 

[RicardoFitbit]

Hi @MelanieFudge, welcome to the Community Forums! 

Thanks for bringing this to my attention and for troubleshooting your device prior to posting too. If you haven't already done so, I recommend you to learn more about how to update the firmware version of your Fitbit device with the information that's specified on this help article. Then, please move forward to the troubleshooting steps that are specified on: Why can't I update my Fitbit device? and let me know how it goes. 

Let me know if you have any additional questions. Looking forward to your reply.

[MelanieFudge]

I just tried all of that and nothing worked. The fitbit continues to stop and start and the update can't complete. I can't shut it down under about because I can't get past the fitbit symbol. I tried on two different phones and it didn't work. Then tried from the macbook but the set up page on the fitbit website isn't working.

[RicardoFitbit]

Your update is appreciated @MelanieFudge, sorry for the delayed reply.

Thanks for taking into consideration the troubleshooting steps that were shared in your post. Since the steps from my previous post didn't work, please try the following steps:

1. On the device, hold all three buttons for about 10 to 12 seconds. 
2. When the Fitbit logo disappears, quickly release the bottom right button, continuing to hold down the left and top right buttons (releasing the bottom right button as soon as the logo disappears is time sensitive). 
3. When the device vibrates, release all buttons. 
4. Wait for approximately 1-2 minutes while the device clears all data. Eventually, the Fitbit logo appears and the device boots and displays Fitbit.com/setup.
5. When the device successfully resets, please use the normal out of the box process of updating the firmware. You can check: How do I update my Fitbit device? for more details. 

Take in consideration that a factory reset deletes any stored data, which includes all data that hasn't synced to your Fitbit account and your applications, alarms, etc.

Keep me posted.

[MelanieFudge]

I have a versa lite so there's only one button

[RicardoFitbit]

Thanks for your clarification @MelanieFudge, my apologies for the delayed reply once again.

If you haven't already done so, I recommend you to follow the steps from this thread and let me know how it goes.

I'll be here if you require further assistance. 

[MelanieFudge]

Reset everything again and started over. Fitbit versa lite works until the update then continues to shut off and go back to download the app screen. I tried it several times and still didn't work.

[RicardoFitbit]

Thanks for your update @MelanieFudge, once again, sorry for the delayed reply

Let me share with you that our Customer Support team was contacted on your behalf to provide you with further assistance regarding the difficulties you're currently experiencing. That said, please keep an eye on your email inbox because they'll be in touch with you pretty soon. 

In the meantime they contact you, let me know if you have any additional questions.