Versa 2 doesn't reconnect when it is close to my phone

[BrianTheElder]

Everything I've tried has failed!

Fitbit even replaced my Versa 2, but problem remains.

I have a Versa 2, OnePlus 7T mobile with Android 11.  I have loaded the latest app from Google Play.  I have updated the OS on the Versa 2.

Whenever I separate the Versa 2 and the mobile, the Bluetooth connection fails and won't reconnect.  All I get is the blank screen of the app on my mobile with "syncing your Versa 2".  Following which the app freezes.

The ONLY solution I have found is to uninstall the app and reinstall it.  That ALWAYS works... until the next time I separate them, when the same thing happens again.

I have been over and over this with Fitbit Chat, but nothing works.  I am really fed up.

Any suggestions?  Be aware that I have tried all the Bluetooth settings etc.  Many times.

Is there a smart watch out there that doesn't have Bluetooth problems?

Moderator edit: updated subject for clarity

[EdsonFitbit]

Thank you for visiting the Fitbit Community, @BrianTheElder.

Thanks for trying to resolve the issue with your Fitbit Versa 2 before contacting us.

Please tell me the firmware version of your Watch. You can check your firmware version by doing the following:

In the Fitbit app, tap the Today tab  > your profile picture > your device image. The firmware version number appears under your device's name.

I'll be waiting for your response.

[BrianTheElder]

Hi

Thanks for contacting me.

Before I could do what you suggested, I had to uninstall and reinstall the Fitbit app on my mobile. I have had to do that every time I want to view the app.

When that was complete, I got the message that my watch firmware was out-of-date. I didn't get that message previously.

I went ahead and updated the watch. It is now firmware version 35.72.1.15.

I will now see what happens and if the watch and mobile can stay connected. I will let you know

Regards, Brian

[EdsonFitbit]

Thank you for your response, @BrianTheElder.

I'm glad to hear that you've been able to update the firmware version of your Fitbit Versa 2.

On another note, you are welcome to visit the Health & Wellness board to talk with other members about health and fitness.

Feel free to contact us at any time.

[BrianTheElder]

Hi Edson

Bad news, I'm afraid. The connection worked OK for a few hours, but disconnected when I walked round the garden and left the mobile in the house.

I haven't been able to reconnect it since.

Is there anything you can suggest, apart from uninstalling and reinstalling the app?

Regards, Brian

[EdsonFitbit]

Thanks for the update, @BrianTheElder.

Please make sure that Power Saving Mode is turned off on your device Android device. This mode frequently causes the device to disable Bluetooth.

In addition, you can set up your Watch as a replacement device:

1. Tap the Today tab , and tap your profile picture.
2. Tap Set Up a Device.
3. Choose your device and follow the on-screen instructions to continue.

Hope this helps.

[SLBM9999]

The dashboard or app not connecting with my Versa 2 also!! Too many problems past several months... After 4 Fitbits I will not buy again!! 

[BrianTheElder]

Hi Edson

Thanks for persisting, it is really appreciated.

My phone, OnePlus 7 Pro, does not have a "Power Saving Mode". It has a "Battery Saver", which I have set to off. I have also turned "Battery Optimisation" off for the Fitbit app. I have also switched the Bluetooth battery optimisation off. I can't see a way to switch it off for all apps.

When I got my replacement watch, the Fitbit app automatically detected it and asked if I wanted to replace my previous watch, which I did. When the Fitbit app is working, it shows readings from my replacement watch. The old watch is shut away.

I will uninstall and reinstall the Fitbit app and see what transpires.

Regards, Brian

[BrianTheElder]

Hi Edson

The mobile and phone disconnected again, just the same.  Then, when the app tried to sync, it froze, as always.  This is very consistent behaviour.

I have now had the following additional thoughts.

The problem is that, when the Bluetooth connection between the watch and the phone is lost, it can’t reconnect automatically as it should and soes with all my other Bluetooth devices. The Bluetooth connection is bound to drop occasionally and if reconnection is impossible, that causes all the problems Fitbit users all over the world are having.

That means that when the app tries to sync, it can’t do that and eventually freezes.

The only thing that succeeds, and always succeeds, is to uninstall and reinstall the app. No changes are made to the watch or phone settings, it just reconnects. That is a significant pointer.

To me, that means the fault is with the app. If it can’t sync, it should factory reset itself as if it had just been installed. There must be some flag that needs clearing in the app and hasn’t been.

All the support I have had has been directed at the mobile phone, as if the fault was there.  But I think the problem is software related.  Can you contact your app team about this, please.

Regards, Brian

[SLBM9999 · Accepted solution]

Yes, I agree I think it is a Fitbit software issue too!!

[EdsonFitbit]

Thanks for your responses, @BrianTheElder @SLBM9999.

The best way to get help for this problem is to chat with us online or give us a call. Please click here to get connected.

I'm pretty sure they will do their best to provide a high level of support.

[BrianTheElder]

Hi Edson

I am disappointed that you have given up on this.

I went through the Chat support route and all I got was scripted responses telling me to check setting on the phone and watch. In fact this was almost all directed at the phone, since that is the non-Fitbit element.

When you offered help, I was overjoyed because I could talk to someone who wasn't reading a script.

In fact, I think there is an overwhelming case that all of my problems (and probably many other users') are caused by a fault in the Fitbit app.

Could you register a formal complaint on this basis, please?

Regards, Brian

[BrianTheElder]

Hi Edson

I thought you might be interested to know this.

I decided that if the Android Fitbit App was having problems, I would try the Windows app instead.

I therefore forgot my Versa 2 from my phone's Bluetooth list and installed the Windows Fitbit app on my PC.

I then went through the setup and everything worked fine.  In addition, I have been out of the house twice already, for about an hour each time.  I did not take my PC with me (it is a desktop version), but when I returned, everything reconnected automatically just fine and is still working.

I haven't changed anything on my watch.

There must therefore be a problem with the current Android Fitbit app from the Google Play Store.

Regards, Brian

[theviv]

I’m having the same problem. Does this mean I have to buy a new watch?

[BrianTheElder]

Hi theviv
Well, my Versa2 was replaced free of charge and exactly the same thing happened with the new one. I don't think there is any problem with the watch, just the app.
Good luck in convincing Fitbit that there is anything wrong with their stuff, though!
Regards, Brian

[Lm7]

My Fitbit is connected to the app on my iPhone and it keeps losing the connection and then “can’t  find any network.”