Versa 3 won't update and it's stuck on Fitbit logo

[Coachfozzie]

I received a message in the Fitbit app that my Versa 3 needed a software update, so I started it.  The software update started, but then lost it's bluetooth connection even thought the phone was only 2 feet away from the Versa 3.  The app then asked me if I wanted to try to continue the update over wi-fi, and I clicked yes - but the update never resumed.  The Versa 3 is stuck on the Fitbit logo.  I have held the button for 10 seconds and tried restarting it.  That doesn't help, it just goes back to the Fitbit logo.  I have tried restarting my phone, that doesn't help.  I have force-quit the app on the phone, turned off bluetooth, and then restarted it.  The app on the phone doesn't offer me the option to try to restart the software update, and it will not sync with the Versa.  I have tried all of these things with both the tracker and the phone plugged in and at 100% battery.  The tracker will not sync with the phone, and I cannot get anything to appear on the Versa 3 except the Fitbit logo.    

Moderator Edit: Clarified subject

[Guy_]

Hi @Coachfozzie - try removing the Bluetooth entries for the watch from the phone's Bluetooth and in the app click profile photo and " + Set up a Device" and replace. If the watch hasn't failed it may work.

[MarreFitbit · Accepted solution]

Hi there, @Coachfozzie. Welcome to the Community Forums. Thanks for trying to troubleshoot the issue with your Versa 3 before reaching out.

Please note this issue comes from performing a factory reset without first unpairing your Fitbit device from your Fitbit account and phone's Bluetooth settings. With that being said, I suggest following the steps below in the order listed (or making sure you've done them as instructed):

• As @Guy_ has suggested, unpair your Versa 3 from your phone's Bluetooth and also make sure it's no longer connect to your Fitbit app. 
• 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? 

If you continue having issues to update your Versa 3, see Why can't I update my Fitbit device?

[Coachfozzie]

I didn't know I was performing a factory reset.  I thought I was just updating the software.  The Fitbit app didn't tell me it would be performing a factory reset.  If the software update requires that I unpair the device first, why didn't the app tell me to do that before proceeding with the update?  I have tried the following:

1. Unpaired the Versa 3 device from my phones Bluetooth

2. Removed the device from my Fitbit app

3. Turned off the Bluetooth on my phone

4. Turned off the phone, waited more than 2 minutes, and then turned it back on.

5. Turned on the Bluetooth on my phone, scanned for devices while the Versa 3 is plugged in and fully charged.

6. The phone detects several devices, but I can't tell if any of them are the Versa 3.  (I think it's not among the devices that are detected.)

7. Opened up the Fitbit app and tried to add a new device, the app cannot find the Versa 3.

8. I held down the haptic button on the Versa 3 until it restarted, after restarting it goes back to the Fitbit logo.

9. Within the Fitbit app, I tried to add the device again.  It still cannot find the Versa 3.  

10. My Samsung phone is fully up-to-date with it's software.

I believe that the software update failed and that the Bluetooth on the Versa 3 is no longer functional because the software update failed.

[LauraO564]

I have had the same issue since my versa 3 was 11 months old.  This is actually the 2nd Fitbit that has gone out before 1 year.   I have tried everything listed many times.  The Fitbit will not get past the logo screen.  I messaged Fitbit through Amazon (since this is where I purchased it) when the issue began. I got no response at all.  Was still looking for a fix and ended up chatting with Fitbit last week.  They asked what I had done to resolve the issue.  I told them.  Then without any diagnosing of their own, I was told that someone would contact me.  They sent me an email stating that there was nothing they could do and offered me a 35% coupon to purchase another Fitbit.  I thought it was interesting that when I went to the Fitbit website, they don't even sell the Versa 3 any longer.  After researching it, I found there are known issues with the Versa 3.  At this point my warranty expired 2 months ago.  Instead of replacing it like a company should when they know there are issues, they gave me the coupon so I could spend another $150 dollars on another Fitbit.  Right!  Good luck at getting it to work.

[Coachfozzie]

I had my Versa 3 for well over a year, probably closer to 2 years.  I was happy with it until I tried to do the software update.  Not very happy that I just bought a couple of new bands for it a month ago, because now its a brick.