Versa 2 Sync Failure

[CHBLondon]

My 2 month old Versa 2 like many others won't sync. After wasting time trying ALL the fixes yesterday chat support guided me through a reset to reconnect to my Samsung A3 2017 (0S version eight so compatible) after I deleted it from bluetooth attempting to fix it.  It synced then last night but not since. It finally updated but still no sync.  I have 2 days to return this via Amazon for a refund. Noone replying to my twitter DM's. I am uncomfortable with providing phone logs as requested. CAN SOMEONE ADVISE ASAP is this going to be fixed?? Should I get a new one in exchange or will problem persist?? I know you guys are busy but want to return within time frame if issue will persist. VERY FRUSTRATING. 

[Guy_]

There was an issue with the Fitbit app, make sure you download the latest version 3.37.1, if its not yet available try later.

If the problem persists once you have done that please post again.

[CHBLondon]

Hi thanks for your reply. After the factory reset advised by support last night a message appeared about updating. I had to repeatedly attempt the update and it seemed to struggle but the message disappeared so am assuming it did update to latest version. But perhaps not? Just so disappoining it was working fine until day before yesterday. Thanks for your advice.

[CHBLondon]

Hi again..actually it is not the latest version...and as it won't sync and I cannot even check the wi fi settings on it I doubt whether I can update. It seems hopeless 😞

[Guy_]

Did you factory reset it at some point, if so you will need to follow the setup procedure.

It would be interesting to know your versions

In the phone Fitbit App

Click on profile photo [top left]

Help & Support

App Version at the top

In the phone Fitbit App

Click on profile photo [top left]

Device photo [middle left]

Firmware Version at the top

Also what is displayed on the watch?

Can you for instance

On the watch

Swipe left

Settings

Scroll to the bottom

Click About

Version at the top

What version does it say and is it different to that in the app?

[CHBLondon]

Hi Guy grateful for your interest and help...

on the first question it is version 3.37(20243547)

firmware version 35.72.1.9

On the watch screen same version as firmware..

[Guy_ · Accepted solution]

Great, you are on the latest firmware however your app is old and needs updating to 3.37.1, then everything should work.

[CHBLondon]

P.S Yes went through set up after re set yesterday..

[CHBLondon]

Ok thanks...I re installed the app from Google store yesterday...but will check it all out again. 

Thanks again. 

[CHBLondon]

Tracked down latest version of app and all sorted now ...thanks so much!😀