Versa 3 Stuck on Logo after trying to update

[mmkl]

I tried to update my tracker this morning, plugged it in to the charger & sat it right next to my phone. When I came back the fitbit was stuck on the logo screen. The app on my phone doesn't recognize that the fitbit has been updated, and when I try to restart the update, my phone cannot find the device.

I've tried to restart the fitbit, but it does not work. I'm reluctant to remove the device from my phone because it currently won't connect to it. My fitbit was purchased just under 1 year ago.

[Guy_]

HI @mmkl - a few people have also reported a failed update, probably best to chat via the Fitbit App, click profile photo, Help & Support, Contact Customer Support.

[mmkl]

Thank you!

[Mica777]

The same happened on my Versa 3 as well, and I'm very disappointed...

I was expecting Fitbit devices to be more reliable, but it looks like they are using very cheap memory chips.

I've had it since May last year (2021). It's been working fine (with an occasional restart required), until last Friday night (Aug 12, '22) when I started the software upgrade. I left it running and went to bed. When I woke up the update progress was stuck at about 90%, and retried multiple times to restart the upgrade without any success. Then I tried restarting the watch and now it's stuck on the dots logo screen.

Because it is "out of warranty" Fitbit offered me a 35% discount on a new device.

This is a joke, and I find it insulting really, since most of their devices are currently retailing at 35% or more discount...

[rbbjr]

Hello.  I am have had the same problem since August 13th.  Same resolution offered, 35% discount.  I continue to try the hard reset.  My watch is now stuck on "reset failed!  your data was not cleared.  please try again."  I was on with support for over an hour today.  I have asked for the next level of management to contact me, but no response.  This is my first Fitbit, which I have owned for 1.5 years.  I am going back to Garmin which I used for 15+ years prior to switching over...mistake.  Hope you get your watch back up and running.

[gaynorgeorgeson]

Am having the same problem so mad offer me 30% off a new one 

[rbbjr]

I just got the phone with a supervisor, Jameilia, and there is nothing they can offer besides 35% discount.  My suggestion is for everyone experiencing this issue to post a negative google review so future consumers can avoid the same issue when Fitbit pushes updates out.  Heading out now to purchase a Garmin.  Good luck to everyone.

[Guy_]

@rbbjr- you may be able to recover from the red X reset failed.

In the phones Bluetooth forget or unpair the device

In the phone Fitbit App

• Click on profile photo [top left]
• Device photo [middle left]
• Click on remove icon [top right]
• Restart the watch and for good measure the phone
• In the Fitbit App, click profile photo
• Click "+ Set up a Device"
• Follow the installation instructions

[rbbjr]

@guy - thanks for your response.  i had tried this set several times.

[mmkl]

Wow - this is so disappointing. I would expect a replacement given that the issue was caused by their software update. It's not like the device was 5 years old, so you would have a reasonable expectation it could handle the update. This is really unacceptable. I'm so sorry that this has happened to you. I've had mine just under a year. It was a gift purchased for my birthday, which is in 10 days, so chances are I might miss out on a warranty claim.

It is a joke, a 35% discount is nothing, and for a $300 device I'd expect it to last more than 18 months.

If I have to purchase a replacement, it won't be a fitbit device if this is the standard they set.

[Jtmitchem]

I am in the exact same boat.  My versa 3 was working great, no issues until the most recent update.  During the update it just stopped.  I kept it on my work desk next to my phone all day and no changes until it turned off and came back on with the Fitbit logo.  Went through tech support trying all solutions with no success.  3 months out of warranty and offered 35%.  Which is about what they are selling for now.  All of this because I followed your directions to update.

So frustrating...

[Jtmitchem]

I was told that there is no record of this happening with other Fitbits.  I guess they don't follow their own community forums.