Versa Lite “data not cleared” and failure to sync

[Ega110]

I have had my Fitbit versa lite for about a year. I generally don’t sync it very often because syncing is pretty unreliable and I mainly only use it for a day by day step counter.

However, this morning my versa lite started getting sluggish. It would still count steps but it kept showing me the Fitbit logo. A few hours later, it changed to only show a red x with the error “data not cleared sync and try again”.

I tried to sync it with the app on my iPod touch but it wouldn’t talk to my device. 

I was told to remove the device from my profile so I did, but when I tried to reconnect it, the iPod touch couldn’t even recognize the versa lite at all.

I did everything. I turned off Bluetooth and turned it back on but still the versa lite didn’t appear in the list of connected devices. I even tried a family member’s iPhone.

The only thing that sort of worked was attaching the versa lite directly to a pc through a physical usb link. The versa lite showed up on Bluetooth but still couldn’t be attached to my account because the app couldn’t find it.

I am very frustrated because I have tried everything suggested and nothing is working. Please respond. 

Moderator Edit: Clarified subject

[RicardoFitbit]

Hi @Ega110, welcome to the Community Forums.

Thanks for bringing this to our attention and for trying some troubleshooting steps before posting over here, I understand how frustrating this matter can be for you. Let me share with you that the reason why your Versa Lite is showing the error message described in your post is because the firmware update procedure of your device wasn't successfully completed. That said, I recommend you to learn more about how to update the firmware version of your Fitbit device with the information that's specified on this help article. Then, please move forward to the troubleshooting steps that are specified on: Why can't I update my Fitbit device? and let me know how it goes. 

I'll be here if further assistance is needed.

[Ega110]

Thank you for responding. I read the information about updating. My problem is that I cannot check my firmware version because my Fitbit is stuck on the error message and wont do anything when I swipe. 

One of my concerns is that my versa lite isn’t being recognized by any Bluetooth enabled phones or computers. Could this be another separate problem entirely?

[RicardoFitbit]

You're welcome @Ega110, your reply is also appreciated.

I'm sorry to know that you're still experiencing difficulties with your Versa Lite but thanks for taking into consideration the steps that were shared on my previous post. Since the issue persists, please follow the next steps to factory reset your device and let me know how it goes:

1. Hold down the button (Reboots device after 8 seconds).
2. Wait until the Fitbit logo disappears.
3. Release the button briefly (2 seconds), and hold the button down again.
4. Wait until a long vibration is felt. This indicates the factory reset was initiated.

Keep me posted.

[Ega110]

Sorry for the delay. I had to be out of town for a day. I tried the factory reset instructions and while I did get the long buzz, the device didn’t reset. It just shut off. When I turned it back on it went directly back to the red x. I also tried giving the device a day and a half between the long buzz and turning it on again because I thought the reset process might take some time. However, that didn’t change anything either. I still have the red x. One thing I am thinking of is letting the battery run dry completely then charging it again. Could this help? 

[Ega110]

Update. The power finally ran out. I charged it up again and it showed the Fitbit logo for about fifteen minutes then it shut off and I can no longer turn it on at all. I tried charging it again but no matter what I do it is entirely unresponsive now.

[RicardoFitbit]

Your replies are appreciated @Ega110.

I appreciate the details that were shared with me. The best way to get help for this specific problem is to chat directly with our Customer Support team or give us a call. That said, please click here to get connected and receive further assistance.

I'll be around if you need anything else.