Versa 3 doesn't upload content to app. Unable to download software tracker

[BeaMM]

Hi there,

My versa 3 is not uploading the steps, exercise, etc to the android app. I sync it and interestingly, the last date of sync appears as January 2022 (even if I have tried to sync it multiple times after January).

Another thing is that the software tracker is available to download and every time that I press the download button (with the Fitbit charging and the phone close to it), the app keeps loading it and after a while it doesn't download it.

What could be the issues?

Thanks

[SunsetRunner]

Hello @BeaMM 

I would try restarting your Versa 3 Fitbit. Here’s how: Press and hold the button on the side for 10 seconds until you see the Fitbit logo on the screen, and then release the button. You will know it’s down restarting when you feel your Versa 3 vibrate. Now try and sync your tracker. Once your Fitbit syncs properly then tap your profile picture, scroll down and tap help & support, look here to update your trackers new software. Download if needed.

Hopefully that fixes the syncing issue. Please let me know if I provided you an answer that helped resolve the issue.
😃Happy Stepping! 

[BeaMM]

Hi MegaBite,

Thanks for your answer. 

I restarted my Fitbit and the same issue continues: I try to sync it, but it doesn't do it (last sync in January).

I also tried to update my tracker following the steps that you've mentioned: it says 'please wait, sync in process' and so far, it hasn't downloaded it yet.

Any other thoughts?

Thanks

[SunsetRunner]

Hello again @BeaMM 

I’m sorry restarting your Versa 3 didn’t solve the issue. You can set up your Versa 3 as a new device….that might solve the problem. You won’t lose any data doing so. I certainly think it’s worth a try. 

Here’s how to set up a new device:

1. Open your Fitbit App, tap profile picture, scroll down and tap Versa 3. Now scroll down and tap remove Versa 3.
2. Open your Bluetooth settings and look for your Versa 3 and remove it.
3. Now Restart your phone.
4. Once your phone loads back up open your Fitbit App, tap your profile picture then scroll down and tap “set up a device”
5. Choose Versa 3 in the list and simply follow instructions as if your Versa 3 is brand new.

😃 Let me know how it goes. 

[Rich_Laue]

No no no, don't remove the tracker yet. If the app will not talk to the tracker, the app will not talk to the tracker to set the tracker up. 

Why won't my Fitbit device sync?

• Also try clearing your fitbit apps cache. 
• Through the phone settings, stop the fitbit app. Swiping of the screen is not enough. 
• Shutdown both the phone and tracker. 

The above steps basically cover the help doc 

[BeaMM]

Hi there,

Thanks for your answers.

I uninstalled and reinstalled the app and the same issue kept on happening.

I then tried to add a new user on the Fitbit app (to replace the versa with a new versa, which is in fact the same one). To do this, I unpaired the versa3 from my phone and I tried to pair them again but this wasn't possible:
-when trying to do it via the phone system, a notification came up saying 'pairing rejected by versa3'.
-when doing it via the Fitbit app, the initial step was made (received the code in the Fitbit), but the app kept on connecting the Fitbit and it didn't work. I rebooted the phone and Fitbit several times and I turned off and on the Bluetooth as well.

I just feel that from one issue another pops up..

What could I do? Thanks

[Rich_Laue]

Yes, trying to pair through the phones Bluetooth will be rejected by the tracker. 

Through the phones settings, have you stopped the app? 

Cleared the phones cache? 

Turned off both the phone and the Versa 3? 

Did you get any error messages when trying to setup the Versa 3? 

We still do not know the type of phone? 

How do I set up my Fitbit device?

Why can't I set up my Fitbit device?

And since we don't know if the initial sync issue has been fixed. 

Why won't my Fitbit device sync?

[BeaMM]

Hi Rich_Laue,

I answer below to your questions. Thanks for taking the time of looking into this:

Yes, trying to pair through the phones Bluetooth will be rejected by the tracker --> in the Fitbit troubleshoot page, it says that pairing the phone and Fitbit can be done in that way. Do you suggest another way of doing it? Thanks

Through the phones settings, have you stopped the app?  - yes

Cleared the phones cache? --- Yes

Turned off both the phone and the Versa 3? -- Yes

Did you get any error messages when trying to setup the Versa 3? --- Yes. It took a long time trying to connect or pair the phone and Fitbit and it said: not working? Turn off the Bluetooth, turn off the phone and Fitbit, contact support. I've done all of that and still no luck.

We still do not know the type of phone? - (I haven't seen any question about this) it's a Mi 8 lite (Xiaomi, android). I must say that I've had the Fitbit app installed in my phone since June 2021 and it stopped synching in January 2022.

How do I set up my Fitbit device?

Why can't I set up my Fitbit device?

And since we don't know if the initial sync issue has been fixed. - it hasn't been fixed. When trying to pair the phone and the Fitbit, it seemed that the app registered some information (it said sync even if the phone and Fitbit haven't been paired yet). In the app, the battery of the Fitbit appears as empty (again, phone and app are not paired).

Why won't my Fitbit device sync?

Thanks for the help!