Versa 3 won't setup is stuck on Fitbit Logo

[Shal132]

I just got my new Versa 3, and I can’t seem to get it configured.

It connects to Bluetooth just fine, and claims it connects to Wi-Fi, and then I go through the rest of the set up tip pages (how to charge, how to change the bands, etc) and it says it’s done. It even says it’s synced in the app. But the Versa itself stays stuck on a white Fitbit logo with the battery icon at top left. (See my profile pic!)

I’ve tried removing the device from my account and re-adding it several times. I’ve rebooted the Versa 3 several times (held button until it buzzed and went black then came up with just the blue Fitbit logo) and made sure to remove it from Bluetooth each time, and I rebooted my phone (iPhone, iOS 14). 

Also, anytime I close the Fitbit app, the Versa goes to the set up screen about getting started with the Fitbit app, like it wasn’t fully set up at all and once the app closed it lost connectivity.

It didn’t give me an “update” option, but I’m wondering if it needs one? Also it paired to my Bluetooth as “Atlas” and not “Versa 3”, which seems weird?

I’m also getting this error when trying to set up locking or wallet: “fetching trust payload failed with result: 6910” which I assume is because the Versa itself is stuck on something.

It’s at 100% battery and I’ve tried with it on an off the charger.

Help!

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there @Shal132, welcome to the Community Forums. I'm sorry to hear about the inconveniences you've been having to set up your Versa 3. We acknowledge the limitation we have on our part particularly on what you have experienced. We‘re taking into consideration your comments and sentiments with regards to our products and services.

I appreciate you have already tried to troubleshoot this situation before reaching us. At this moment, I’ve reached the limits of what I can do for you here on the public community forums, so I've contacted our Support Team on your behalf to look into this issue further and provide you with some options. Please keep an eye on your inbox for further instructions. Note that due to recent events affecting our operations, support options are limited and wait times are longer than usual.

We hope your issue is solved soon. 

[Shal132]

Hi thanks!

I actually ended up requesting a replacement through Amazon and it just arrived, and it appears to be working properly. It paired as “Versa 3” and promoted to download software, which the original didn’t (paired as “Atlas” and never asked to upgrade and claimed it was up to date). My best guess is the original was defective or had a bad initial software applied to it? Anyways I’m just happy it’s not my phone or home set up, as I’m really excited to start using my new one! 🙂

[Kajones104]

Mine did the exact same thing! Having to replace it as well. 

[MarreFitbit]

Hi there @Shal132 and @Kajones104, thanks for sharing the outcome of your situation. I'm glad to hear you both were able to get a new Fitbit Versa 3.

I would like to invite you to visit our Health & Wellness where you will find great tips and encouragement from other members and if there's anything else I can do for you, please keep me posted!

[Cardinal177]

Mine did the exact same thing right down to the “atlas” Bluetooth. First time Fitbit user, guess I will have to return to amazon as well... pretty disappointed 

[PCBL]

Facing same issue here. Just got a brand new Versa 3 as XMas gift to my wife and we face the very same issue. it gets paired as Atlas and never leave the White Fitbit logo step. Tried many different approachs on removing re-adding the device from different phones(iPhones) and froma  PC as well. The issue is always the same... Very Frustating!!!

[Gbaa]

Me too....

Ho lo stesso problema, qualcuno sa dare una soluzione...?

Grazie...

[PCBL]

Like other folks on this thread, I end up getting a replacement from Amazon. The replacement unit was ok... I contacted Fitbit support but they could also not solve the issue...

Br

Pedro

[Gbaa]

tell me you're kidding, fitbit doesn't fix the problem? really ridiculous, if it does not solve the problems then I think it is destined to fail immediately, it damages its image worldwide ...

[PCBL]

No jokes! It is really sad... luckily the new one worked as expected. The support colleague could not solve and asked up to 48 hours to check internally what could be. I end up requesting a replacement on amazon and return the defected product. 

br

Pedro

[Abrock17]

This is happening to me too. Called Fitbit. They said will send to IT. Got an email back saying keep you’re Fitbit charged for updates and walked through syncing again which I did a million types. I’ve sent numerous email replies and still weeks later have no answers and a broke watch. Fitbit needs to get their crap together her. No reason a $250 watch and they don’t have an answer 

[Fugate85]

 My Versa suddenly went to logo screen and won't do anything. I have tried I tried to restart and have also tried a factory reset by pressing all 3 buttons​.

[Fugate85]

Is This help anyone firstcallonline

[Hermunstr]

I am having h the same problem with my replacement versa 3!  My first versa 3 stopped working at 3 months. Now this one replacement one is having the same issue…might be time to get an Apple Watch…

[Sfeen]

Having the same issue. Everything you said! They are sending me a new one 

[Fingerbol]

Dzisiaj dostałam nowy zegarek w ramach reklamacji. Też sparował się jako Atlas i zegarek pokazuje tylko ekran startowy i wyświetla wiadomość,  że muszę pobrać aplikację. Odinstalowałam już aplikację i pobrałam jeszcze raz. Kilka razy robiłam konfigurację, ale aplikacja i zegarek nie widzą się.