Versa 3 has a virus

[kmacvane]

 This came up on my watch. This is the 2nd time. What does it mean?

[SunsetRunner]

Hello @kmacvane 

I have never seen this before nor have I ever heard of this happening to anyone else. I would certainly try changing your clock face to see if that might be causing this odd prompt. I did find this: https://gallery.fitbit.com/details/0000140c-0000-4000-8000-000000f17b17 But not being a programmer I have no idea what it for The description states: Installing FWDebug enables extra debugging and bug reporting features, such as Coredumps.

[Guy_]

Hi @kmacvane  - press the back button.

In the Fitbit App, go to Gallery tile (click on the profile photo, and device photo and the Gallery tile) and scroll down to apps till you find the one mentioned by @SunsetRunner , and remove it.

It could be this is a replacement refurbished watch and/or it was added at some time. In which case also go to the watch Settings and check it is not assigned to a button press, such as long press.

Then it shouldn't happen again.

See also coredump  for more explanations.

[LZeeW · Accepted solution]

@kmacvane   This screen is part of the FWDebug app on the Versa 3 and Sense.  You got this message because you experienced exactly what the screen says happened.  Your device restarted.  If you are close to wi-fi and can send the information to Fitbit, then Fitbit can debug the software to help prevent future device restarts.  Please follow the steps if you can.  You should not remove it from your device.  I had this happen twice on my Versa 3.  My husband hasn't experienced on his Sense.

@Guy_   This isn't a sign that the device is refurbished.  All Versa3/Sense devices come with this app -- edited below.   Please don't advise other users to remove it, if future posts appear.

@SunsetRunner  This is definitely not a clock face issue.

[Rufous44]

@LZeeW interesting. And when you get messages from this debug app.what is the curse of action?

And i suppose that the app is not removable, right?

[N8teGee]

As has been mentioned above, this is a crash reporting tool. It gives Fitbit details as to why the device might have crashed.

Out of interest what was you doing on your device when the crash happened @kmacvane? 

[LZeeW]

@Rufous44   The device screen takes you through the steps to send a coredump to Fitbit using wi-fi.  You can remove the app.  But why would you remove an app that will send information to Fitbit and help make the devices more stable?

My Versa 3 was on the charger when this happened the second time.  I don't remember the details of the other time.

[Rufous44]

@LZeeW when was last time Versa 3 received a firmware update? Asking for a friend

[LZeeW]

@Rufous44   Fitbit doesn't make this information east to find.  The Help article doesn't list release dates.  The last firmware update was Sept 2021.  I found this by searching this forum for the announcement.

[Guy_]

@LZeeW  - I don't think you are correct because if you click the link provided by @SunsetRunner  you will see it is available for all watches.

Also surely it is up to the user to choose what he wishes to do with the advice given and being well informed as to how to remove [as it keeps happening] will help them.

Incidentally I don't have this app on my Sense by default, so it must have got there somehow, and as other users aren't reporting an issue often it is probable that it is not standard unless something has changed.

Could you let us know if it is getting installed as standard, and how/when, or if it is available to only beta testers which would imply that this was a beta testers watch at some stage?

[kmacvane]

My Versa 3 worked fine until I wore it swimming jn a lake. Since then it
has been a mess. The debug notice has come up twice. The side button won’t
work. The battery life is nil. The screen is frequently black.
I can’t fix it.

[kmacvane]

Does Fitbit actually use the data. Mine has done this twice & has been quirky since then. Doesn’t work well at all

[kmacvane]

I went swimming in a lake & since then the Versa 3 is a mess. The debug warning has come up twice, the side button doesn’t work, the screen just randomly tiurns black, the battery lasts about 6 hours 

[Guy_]

@kmacvaneh - it sounds as if it has water damage or the app is causing an issue, try removing it.

And last possiblity is a factory reset before attempting to get it replaced.

There are risks with a factory reset, and if you do start one wait at least severa minutes before doing anything with it.

But before proceeding why not contact support and see if they have received the dumps for your watch, if you sent them.

[LZeeW]

@Guy_   I looked at the apps on my husband's Sense and it isn't there.  You are correct and I apologize for posting incorrect information.  It is on my Versa 3 and I definitely didn't add it.  It seemed logical to me that if I didn't add it, then it Fitbit put it here as part of a FW update.  It seemed logical to me that this is for Versa 3/Sense, since there are no posts on this topic in the Other Versa Smartwatch forum.

I don't have any idea if this is something that Fitbit will add as a standard feature.  I am a user, not an employee.  In addition, Fitbit beta testers sign a Participation Agreement, so no information is available on the topic.

Since users are free to install it, they should be free to uninstall it.  On the surface, it looks like a good way to get information back to Fitbit.

[N8teGee]

There's also the possibility it might have been added to your device during a FW beta test (if you've ever taken part in one in the past). It wouldn't be unusual for developers to use such tools to collect data during this type of testing. 

[SunsetRunner]

@kmacvane I apologize for suggesting it might have been embedded in a clock face. When I provided the link above (https://gallery.fitbit.com/details/0000140c-0000-4000-8000-000000f17b17) I wasn’t aware exactly what it was but as I’m learning now (as I was never involved with beta testing) that it’s completely something different. I’ve never experienced this on my Fitbit either but I’m a Versa 2 user. But, I would agree with @Guy_ that the user has the right to remove the App if they choose and the ability to know how to do so with possible solutions here on the Fitbit community forums. Honestly since I’ve seen no mention of this FWDebug App here in the forums it would make me believe that either this was a refurbished Fitbit Tracker or intentionally downloaded. As @N8teGee  mentioned it would be interesting to know if the poster was indeed part of any FW beta test as it would quite possibly be the answer to the issue at hand.

[kmacvane]

I did a factory reset & it was okay for a few days then was quirky again. Also contacted customer service but they had no idea what I was talking about. Offered me a discount off a new watch 

[kmacvane]

Not for the debug app but I have done others. I did a factory reset & it’s still there

[SunsetRunner]

Hello again @kmacvane 

If you don’t want the FWDebug App on your Versa 3 please follow these steps to remove it. 
Open your Fitbit App, tap your Profile picture then scroll down and tap Versa 3. Now tap Gallery. In the list of apps installed on your watch, find the FWDebug App and tap uninstall. Uninstalling this app will stop this prompt you are experiencing on your Versa 3 screen.