Versa 2 won't update

[msimek]

A week ago, my Versa 2 quit in the middle of the night.   It was fully charged but showed nothing on the screen.  On my phone app, it said there is a firmware update; when I start it, connected to my wifi, it goes through the download, then the install, then it disconnects from my wifi.   I have tried numerous times and with different wifi connections; same result.  I have called support twice and they walk me through it, I hang up and get the same result.   The other option is to update using bluetooth but it is very slow and eventually times out. I have not been able to use my fitbit for over a week as it will not function without the update.   any ideas?   Thank you.

Moderator Edit: Clarified subject

[MarreFitbit · Accepted solution]

Hi there, @msimek. Welcome to the Community Forums. Thanks for trying to troubleshoot the issue with your Versa 2 before reaching out. I understand where your concern is coming from. 

At this stage, I'd recommend to perform a factory reset on your Versa 2. To do so, follow the steps below:

1. Hold the back button for about 8 seconds. 
2. When the Fitbit logo disappears:
   1. Release the button briefly (for less than 2 seconds). 
   2. Hold the button again until you feel a second, longer vibration, which indicates you initiated the factory reset. 

You can follow the steps to set up the device after that: How do I set up my Fitbit device?

Once the above has been done, please allow your watch 48 hours to see if the update is available and ready for you to download.

Note: Take into consideration that a factory reset deletes any stored data, which includes all data that hasn't synced to your Fitbit account, your applications, alarms, etc.