Versa 3 stuck on message "Data not cleared, Try & Sync again"

[Marieks1]

Hi, 

After trying to restart my Versa 3, the restart failed and now the screen keeps showing the same message in pink, it says: Reset failed - data not erased - try again. I try to press OK but my screen does not react. I've tried deleting the versa 3 from the app, removing the app, and disconnecting the Bluetooth, but am still unable to press anything on my screen and every time after restarting and the fitbit logo appears, I get the same message. 

Does anyone have any idea what's going on?

Thanks so much! 

Marieke

Moderator Edit: Clarified subject

[Guy_]

Hi @Marieks1 - have you tried to logout of the app [clear storage cache and force stop in on Android], restart your phone, then in the App click "+ Set up a Device" and replace the Versa 3?

If that fails remove it from the App and Bluetooth and install it again as a new device.

[MarreFitbit · Accepted solution]

Hi there, @Marieks1. Welcome to the Community Forums. Thanks for trying to troubleshoot the issue with your Versa 3 before reaching out. I understand where your concern is coming from. @Guy_ Thank you so much for your help!

Please note the message "Data not cleared, Sync & Try again" usually appears when you performed a factory reset without first unpairing your watch from your phone's Bluetooth settings.

With that being said, please try the following steps in the order listed even if some of them you've done already:

• Unpair your Versa 3 from your phone's Bluetooth.
• Force quit the Fitbit app.
• Turn off the Bluetooth.
• Shut off your phone and turn it on after 1-2 minutes.
• Turn on the Bluetooth.
• Set up your Versa 3 again.
• If there is no connection, restart your Versa 3.

If you can't get started with your Versa 3, usually a missing requirement is the cause. Carefully review the requirements provided in the help article Why can't I set up my Fitbit device? 

Hope that helps. 

[Tynnetta]

This worked amazingly! Thank you so much. Now I have to figure out how to get my heart rate light to come on. It stopped lighting up.

[MarreFitbit]

Hello there, @Tynnetta. Welcome on board. I'm glad to hear that the steps provided above did the trick for you. 🙂

I would like to invite you to visit our Health & Wellness where you will find great tips and encouragement from other members.

Happy stepping. 

[kmefaith]

These steps have not resolved my issue.  What do I do now?

[MarreFitbit]

Hi there, @kmefaith. Thanks for stopping by in the Community Forums and trying the steps I recommended above. 

I've seen you contacted our Support Team after posting here and they've already assisted you. If you still need help or have any questions/concerns regarding the outcome of your case, please feel free to contact our team back for further assistance.