Versa 2 won't connect to Wi-Fi

[Habster]

I recently bought a Versa 2 and was able to set it up without any problems. Find them very chic and also very functional. Unfortunately, I also have several construction sites. I will briefly list them ...
1. Cannot download new clock faces because no internet connection is possible 2. Cannot install third-party apps because no internet connection is possible 3. First the Alexa app was on it, strangely enough it disappeared at some point and now I can't because of the lack of internet connection reinstall.
Tried to connect to the internet via the WLAN, but also via the mobile internet, but both failed. I reset the clock, set it up again, failed again. Have looked in forums what can be done, so far nothing has helped. It's a shame because I can't use it to the fullest. Strava, for example, works but would also like the Starbucks app etc ...
Can it be because of my smartphone? I currently have a rooted Oneplus 6. But I can't really imagine that that's because of that. I am grateful for every tip and every help! Would appreciate your help.

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there @Habster, welcome to the Community Forums. Thanks for sharing the details about the issue with your Versa 2 and for already trying to troubleshoot it. 

Before anything else, I'd like you to make sure that the mobile phone you're using is included here Which phones and tablets can I use with my Fitbit watch or tracker?. As if you have the OnePlus 6, so it's compatible. 

Please keep in mind that when a device is not supported and does not meet the require OS we cannot guarantee its functionality with the Fitbit app. It might work at a certain time and then it can stop working out of nowhere after an update. This is because the app is not optimized to that device and any change could impact the performance. 

Moving on to the troubleshooting steps, please see Why won't my Fitbit watch connect to Wi-Fi?

Let me know how it goes. 

[Habster]

Thanks for your help MarreFitbit! Sorry it took me longer to carry out your instructions. I have now managed to get my Fitbit connected to my WiFi. But somehow the connection doesn't work, even though I'm sitting next to the router. So it cannot be the distance to this. The app says "Connected!" Under my WiFi name. But when I go out of the WLAN settings, it apparently immediately loses the connection, because as soon as I go back to the WLAN settings, it shows me no connection again or when I click on clock faces or apps, it tells me "Oops There is no internet connection. Try again " Otherwise everything works great, but I would like to have a different clock face and would like to use the Starbucks app and the Alexa app, but unfortunately it doesn't work without WiFi. 😞

[MarreFitbit]

@Habster Anytime! I understand how you must be feeling. 

Please note your watch won’t connect to 5GHz, 802.11ac, WPA enterprise, or public Wi-Fi networks that require logins, subscriptions, or profiles. If you see a captive portal when connecting to the Wi-Fi network on a computer, the network isn’t supported. 

I'd like to confirm if you've reviewed the troubleshooting steps in Why won't my Fitbit watch connect to Wi-Fi? Also, check How do I troubleshoot apps on my Fitbit device? 

Hope that helps! 

[Habster]

Hello Mare,
yes the help guides 

https://help.fitbit.com/articles/en_US/Help_article/2249.htm

https://help.fitbit.com/articles/en_US/Help_article/2233.htm

https://help.fitbit.com/articles/en_US/Help_article/2275.htm?Highlight=app%20gallery

i have already gone through. My wireless router is a Fritz Box 7490, but that shouldn't be the problem, right? I switched off 5 GHz and tried it didn't work and then I used my mobile phone as a hotspot, but unfortunately it didn't work either. The only idea I have now is to give friends' WiFi a try. Otherwise I don't know what to do next. What can you do there? Swap the Fitbit or something? Unfortunately something doesn't seem to be working properly. It's a shame, I think it's otherwise very successful!

[Habster]

I mean Marre, of course, sorry!

[MarreFitbit · Accepted solution]

@Habster Thanks for confirming all the steps you've done so far. 

At this moment, I’ve reached the limits of what I can do for you here on the public community forums. The best way to get help for this problem is to chat with us online or give us a call. Click here to get connected. I'd suggest to share this community link (thread) so our Support Team can be aware of all the steps you've done already, this way you can also avoid repeating yourself again. 

We hope your issue is solved soon. 

[Habster]

Thank you for your prompt reply! What's the phone number? Can you also speak in German?
How to chat on twitter?
How exactly do I get there? If I follow your link, all I get is "get support" and community, support, broken bracelet, troubleshooting, menstruation and premium ...
I don't see a chat button or phone number there, hence my question.

Where should I share this link? Then also twitter?

Thanks for the help!

[Habster]

So again for completeness. I tried encrypted / unencrypted with / without 5 GHz. Both in WLAN and with hotspot and I have also switched 802.11 g + n to all options ... now I can't think of anything.
The stupid thing is yes, it connects briefly ... the clock vibrates, I look at it and see the green tick ... I want to go to the apps or the dials ... and whoosh no internet connection ...

[JuanFitbit]

Hi @Habster , thank you for your reply and further information. 

To contact our German Support Team you'll need to visit this portal. Or if you have any German speaking country as your "Wohnsitz" please follow these steps on the Fitbit app: Tap on your profile picture >Hilfe & Support>Support kontaktieren. There you'll be able to choose how to contact our team. 

The link provided by @MarreFitbit is for english speaking customers. 

Just to confirm one thing with your latest comment: "The stupid thing is yes, it connects briefly " .

When you try to connect your Versa 2 is it plugged to a power source?

Keep in mind, that the wifi on the Versa Family turns off after a few minutes to spare the battery, as this feature consumes it faster. 

See you around. 

[Habster]

Thanks, then I'll get in touch there. I just tried again and connected the Versa 2 SE to the charging cable, but unfortunately it didn't work either. It seems that every time I leave the WiFi settings, the connection is lost. As soon as I go back in there, it takes 1 second and the connection is re-established.

[JuanFitbit]

@Habster ! Thanks for your confirmation and further efforts. 

Don't forget to provide Support with the address of this thread so that they can check what you've already tried.

 Should you need assistance in the future, you are welcome to post on the German Community if it's easier  for you to communicate in German. 

Sportliche Grüße