Unable to use fitbit versa lite

[Esscouty]

Hi

Since 28th November, i have been unable to use my Fitbit Versa Lite as it has blanked with the fitbit logo and a blue neon line migrating across from left to right. I have it for 2 months. All along it was working well, then on 28th November, i put it into my pocket for a few hours while working and when i took it out to put back on, the watch was switched off despite the battery being well charged the day before. On restarting the watch, it showed "To start, download the fitbit app". When i opened the app which has been on my Android Samsung S8 phone all along, it would only sync battery life but no other data. I have tried every thing recommended... restarting watch, re-downloading the fitbit app, uploading it as a new device on the app again etc. The app shows that i should update tracker software which i have been trying to do but while doing so, the app cannot connect to the watch, says "trying to connect to versa lite". I have been struggling for hours daily since 28th November. Battery is fully charged and connected while trying all this. Please help, how can i get the watch fixed? 

[RicardoFitbit]

Hi @Esscouty, welcome to the Community Forums!

Thanks for bringing this to my attention and for troubleshooting your device prior to posting too, I totally understand how frustrating this matter can be for you. If you haven't already done so, I'd like to recommend you to perform a factory reset procedure. To do so, please follow the next steps:

1. Hold the back button for about 8 seconds. 
2. When the Fitbit logo disappears:
   1. Release the button briefly (for less than 2 seconds). 
   2. Hold the button again until they feel a second, longer vibration, which indicates they initiated the factory reset. 

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. 

Keep me posted and let me know if the issue persists.

[Esscouty]

Which button are u referring to?
I have the fitbit versa lite which only has 1 button on the left side.

I have tried the procedure you have suggested using this button but not
successful.

[Esscouty]

There was no vibration. No change from trying the troubleshoot methods

[Esscouty]

 

 

 

[RicardoFitbit]

Thanks for your reply @Esscouty, it's a pleasure to continue assisting you. Sorry for the delayed reply.

I appreciate your effort troubleshooting this situation with me and for the pictures that were attached. The factory reset procedure is with the only button your device has, can you please try again? Once the factory reset gets completed, you'll be prompted to setup your device once again as it was a new. Also, you can try unpairing your device from the Fitbit app and then try to set it up again, you can follow the instructions that are specified on: How do I set up my Fitbit device?

Looking forward to your reply.

[Esscouty]

Hi

I have tried out your suggestion multiple times and still no success in regaining function of my watch.

[RicardoFitbit]

Hello again @Esscouty, thanks for your reply. Pardon me for the delayed replies.

Certainly, your Versa device isn't working the way it was designed. 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 to your email inbox because they'll be in touch with you pretty soon.

Let me know if you have any additional questions.

[user2020]

I have had the same issue with my daughter's fitbit versa lite.  It was a new fitbit versa lite received for christmas, but purchased in October.  Never tried to set up til yesterday.  We've done all the troubleshooting recommended above but the blue line comes up every time.  It originally synced providing the code and she put it into the phone. It tried to install but it never gets further than the blue line appearing. She removed the device from the app but now it won't sync with her iphone 5s app and blue line is constant.

Can you do anything for us?