Versa Lite won't update or sync to my phone

[Freedom26]

Hi, 

My fit bit clock was running slow, followed all the procedures I found on the forums, uninstalled and re in stalled the app, factory re set the tracker, it was looking hopeful but now the bluetooth won't sync and there is is an update that needs done, when it was syncing before I was getting a red cross when trying to complete.  Very frustrating as it is not that old and had been working fine, the band is now at the stage after the re set asking you to install the app, I can't get past this stage?

Moderator Edit: Clarified subject

[Shelbslc]

The same thing is happening to me! 

[MarreFitbit]

Hello @Freedom26 and @Shelbslc, welcome to the Community Forums. Thanks for the details provided about your Versa smartwatches' behavior. 

Please note that our main purpose is to avoid negative experiences to our customers, we're always willing to help and provide troubleshooting steps. Said so, I'd appreciate if you're still having syncing and update difficulties, check and follow the troubleshooting steps provided here: Why won't my Fitbit device sync? and Why can't I update my Fitbit device?

I'd also recommend taking a look at this article: What should I know about using the Fitbit app on my Android phone?

As for the inquiries about the compatibility of your mobile devices, you can see the list at: Which phones and tablets can I use with my Fitbit watch or tracker?

Fitbit products are compatible with most devices that have the following operating systems: Apple iOS 12.2 and higher, Android OS 7.0 and higher.

Please keep in mind that when a device is not supported and does not meet the require OS we cannot guarantee its functionality with the Fitbit app. It might work at a certain time and then it can stop working out of nowhere after an update. This is because the app is not optimized to that device and any change could impact the performance. 

If you continue to having issues, would you mind providing the make/brand model of your mobile devices and the current OS? Also, let me know if you're getting any message or error message so I can go from there. 

I look forward to getting you back on track.

[Freedom26]

Hi, I now have the red cross with data not cleared sync and try again, I've tried all the trouble shooting and nothing works, I have a Versa live and have been using it for months on android Samsung s8. Thanks 

[hal_alisia]

Same issue too

[MarreFitbit]

Hi @hal_alisia, welcome on board. If you're also having issues either syncing or updating your Versa, please follow the suggestions I posted here and let me know how that goes. 

If you continue to having issues, would you mind providing the make/brand model of your mobile devices and the current OS? Also, let me know if you're getting any message or error message so I can go from there. 

Hey there @Freedom26, thanks for getting back and for the update. Did you do a Factory Reset on your Versa Lite? If so, please note that the error message you're getting "Data not cleared Sync & Try again" usually appears when you performed a factory reset without before unpairing the device. Usually you should unpair your smartwatch from the Fitbit account and phone's Bluetooth settings and perform the factory reset. To solve this issue follow these steps (some of them you already tried, but let's cover everything):

1. Unpair your smartwatch from the Fitbit account
2. Unpair your smartwatch from the phone's Bluetooth settings
3. Force quit the Fitbit app.
4. Turn off the Bluetooth.
5. Shut off your phone and turn it on after 1-2 minutes.
6. Turn on the Bluetooth.
7. Setup your device again.
8. If there is no connection, restart your smartwatch once again. 

If you can't get started with your Fitbit device, usually a missing requirement is the cause. Said so, I'd wonder if the mobile device you're syncing with is included in our list of supported devices? You can see the list at: Which phones and tablets can I use with my Fitbit watch or tracker?

Hope these help, keep me in the loop.

[Scandy]

I’ve had the last few days the same issue re time running slow and can’t sync. Uninstalled app several times, reset watch several times, turned Bluetooth on and off, iPhone on and off, and ended up doing factory reset and starting all over again. Now can’t get passed the watch saying sync to Bluetooth and the app saying “connecting to tracker”. 

[MarreFitbit]

Hi there @Scandy, welcome on board. Thanks for the details provided about your Versa Lite's behavior and for taking the time to troubleshoot it prior to posting here.

We created a case for you and someone will respond as soon as possible. Due to recent events affecting our operations, we may need more than 7 business days to respond.

We hope to get you back on track soon.

[Scandy]

And I can’t do through PC using the charger plugged in. So no Bluetooth working and charger not letting info get to App on Microsoft PC 😡

[MarreFitbit]

Hi there @Scandy. We understand where you come from, your time and efforts in troubleshooting this issue are truly appreciated. As mentioned in my previous post, we've created a case for you so our Support Team can assist you further. Just note that we may take a bit long to get back to you due to recent events affecting our operations.

We your issue is solved soon.

[hal_alisia]

Hi,

I have the versa and an iPhone 11.

It’s the Bluetooth which is the issue. I’ve reset hard reset the device even reset factory settings, I’ve also uninstalled and reinstalled the app and wiped the versa from my account. I’ve reset network settings on my phone, switched Bluetooth on and off and it still will not reconnect.

Sent from my iPhone

[beckiehawk]

Mine got stuck there after factory reset for 12 hours. I ended up removing
it from Bluetooth and reconnecting it and it finall installed. BUT, I was
still having weirdness from it. Not detecting my heart rate for several
hours. This firmware update has really messed it up. Glad it’s not just me
but they need to fix it.

Moderator Edit: Personal info removed

[Freedom26]

Hi none of this has worked, still have the red cross, the phone I am using is compatible. I have a Samsung s8. Thanks 

[Freedom26]

Tried all the suggestions and I am still at the same point I was.

[MarreFitbit]

Hi there @Freedom26 and @hal_alisia, thanks for getting back and letting me know the outcome. Since none of the steps we've tried worked, I created a case for you and someone will respond as soon as possible. Due to recent events affecting our operations, we may need more than 7 business days to respond.

Hello @beckiehawk, thanks for the update. I've seen that you contacted our Support Team via Chat and they provided you with your case number for reference if you needed further help with your Versa. If you so, please do not hesitate to get in touch with them again so they can continue assisting you. 

Let me know if you have any questions present, I'll be around.

[Scandy]

Hi

I received replacement Versa Lite. Thank you. Having got Bluetooth connection, the green :white_heavy_check_mark: everything looked like it would work. 100% download and things looking good. I can’t though get past “finish set up”. The watch syncs to the app, shows steps etc done but doesn’t tell the time! All I get is either the diamond showing on its own or the diamond with Message underneath saying connect to Bluetooth. Gone through the same steps as before - deleted app and reinstalled, turned watch off etc and can’t get the time to show or get past “finish setup”. Very frustrating not having a watch that tells the time. Help please

[MarreFitbit]

Hi there @Scandy. I'm sorry to hear that your Versa Lite replacement isn't connecting to you phone. Thanks for the details provided and for the steps you've done so far. 

To make sure that your replacement is connecting correctly to your phone, please try the steps below in the order shown even if some of them you've tried already:

1. Unpair your old smartwatch from the Fitbit account
2. Unpair your old smartwatch from the phone's Bluetooth settings and also check if the replacement is showing under your Bluetooth devices, if so remove it as well. Neither the old watch nor the new one should be showing on your phone's Bluetooth settings or in Fitbit app.
3. Force quit the Fitbit app.
4. Turn off the Bluetooth.
5. Shut off your phone and turn it on after 1-2 minutes.
6. Turn on the Bluetooth.
7. Take away the old watch so it won't interfere with the setup process.
8. Setup your new Versa Lite again.
9. If there is no connection, restart your smartwatch once again. 

Give this a go and let me know how it goes.

[Scandy]

Hi

Managed in the end to get watch set up via PC. Hopefully no problems from here 🤞🏾

Sent from my iPhone

[MarreFitbit]

Hi there @Scandy, thanks for the update. I'm glad to hear that you were able to update and set up your Versa Lite. 

I'll be around if there's anything else I may do for you in the future.