Versa 2 won't update over WiFi

[NHMike]

Hello,

My wife's Versa 2 refuses to receive updates over WiFi.  We noticed this when we first got the device and attempted the initial update.  It syncs fine to her iPhone X and connects fine to our WiFi router.  When it begins the firmware update it gets to about 5% then hangs, eventually showing a red "X" three times on the device before stating the update failed.  My daughter's Versa 2 upgraded via WiFi with no problem. 

Things we've already tried

- Ensuring the fitbit and phone are charging during update

- placing fitbit and phone in same room as WiFi Router (Netgear Nighthawk)

- Factory reset on the Versa 2 then a re-attempt of an update

We reverted to Bluetooth for the initial update which took quite some time.  She received a rolling update last night - same issue.

Any help would be appreciated.  Thanks

Moderator edit: subject for clarity

[LiliyaFitbit]

Hi @NHMike, it's nice to see you again in our Community Forums. I am sorry for the delayed response.

I appreciate your participation in the Forums and sharing the details of the issue you're experiencing with updating your wife's Versa 2. Thank you for your efforts and for sharing the steps you've tried, you can confirm the complete troubleshooting instructions in this help article: Why can't I update my Fitbit device? 

Since the issue persists, I've gone ahead and escalated your case to our Support team, for them to take a deeper look at this. Please keep an eye on your inbox for further instructions.

Let me know if you have any questions.

[PrivateName]

Same problem  11/02/20

Versa 2 purchased Summer of 2020

Stopped working this morning - would not sync to update overnight data. Decided to reboot.

Wi-Fi shows 5% then fails, watch suggests to use Bluetooth.

Select to use. The download goes 2 hours then pronounces "failed update" Lost!!

[LiliyaFitbit]

Welcome to the Fitbit Community, @PrivateName.

Thank you for joining the thread and sharing that your Versa 2 won't sync to update overnight data. I appreciate your efforts and the additional details and recommend following the troubleshooting instructions from this help article to resolve the syncing issue: Why won't my Fitbit device sync?

You can confirm if your watch needs a firmware update at How do I update my Fitbit device?

Let me know how it goes. 

[RoMoDuluth]

Same issue here.  Brand new Versa 2 won't install updates over Wifi.  it says connected, update fails.  Bluetooth method worked.  

[Browland]

 Hello- Have you had a resolution to this matter- Looks like a lot of people are having the same issue.

[PrivateName]

The only way I got the watch to work again was to do the factory reset steps
and then leave it on the charger fully charged. My android version 9 phone
was fully charged and on its charger. The phone was going by Wi-Fi within a
foot of the modem. I skipped by the option to use Wi-Fi and updated the
watch with Bluetooth through the phone. The watch was sitting on the phone,
phone sitting on the floor next to the modem

Now, if I use the Fitbit App and ask if the watch needs a firmware update,
the App says everything is up to date. The Fitbit App says the watch is
connected to Wi-Fi if I want to use Wi-Fi for music or such - which I do not
use.

So, if I ever need a firmware update, I do not know if the watch will work
on Wi-Fi.

Chips is chips!

[Blazinpistol]

None of ours has EVER updated over wifi. I don't understand how fitbit can let this issue keep on going year after year. We have same issue with all 3 generations of Versa, and I have a Sense now, with same issue. What's up?