Versa 2 stuck on "To start download the Fitbit app"

[djanec]

I have a Versa 2 Fitbit. While trying to get last minute steps on Friday (it was charged to about 90% when I started walking) I suddenly discovered that the screen turned black and it was unresponsive. I tried pushing the button on the side to turn it on (didn’t work) then tried to plug it in the charger in case something went wrong with the battery (also didn’t work). Eventually I held the button on the side longer to reset the device. It went to the “download Fitbit” screen so I went back on the app and tried to have it pair. When that didn’t work I “deleted” the device from the app and tried to repair it completely. This worked up until the software/device update. It would show the update was progressing but would turn green and instead of continuing it would go back to the beginning of the update. I’ve tried many different methods to get it to try and work again but it keeps getting stuck on the software update by either turning green and restarting, crashing in the middle of the update and starting over, or crashing and going all the way back to the beginning with the “download the Fitbit app” screen. 

Since this is getting long, here’s a general list of everything I’ve tried to get it back. I’ve tried: 

• Updating the FitBit App
• Deleting & Redownloading the App 
• Unpairing & Repairing the device to the phone
• Unpairing & Repairing the device to the Fitbit app
• ”Forgetting”/Fully disconnecting from phone’s bluetooth
• Had it connected on Bluetooth as the only paired device (wasn’t sure if other devices would interfere)
• Fully closed out the Fitbit app
• Restarted my phone (my phone meets the Fitbit setup requirements, iPhone SE, iOS Version 18.4.1)
• Tried connecting using different Wi-Fi routers

I also downloaded the Fitbit app on a completely different iPhone and tried to sync it to the Fitbit app on there and it still would loop/crash so it’s definitely not phone related.

No matter what combination I do it keeps getting stuck on the software update loop.

Moderator Edit: Clarified subject

[ManuFitbit]

Hi @djanec. Welcome back to the community forums.

Thank you for sharing with me all these information regarding the difficulty that you are experiencing with your device, and for developing every troubleshooting step to fix it. 

Since you tried the steps and they didn't work and you report experiencing the same behavior, I need additional information from you that would best be shared privately. I’m sharing a link to a form for you to fill out so we can look into this further.

This form is only meant for you to use, so let me know once you’re done.