Versa Lite won't update

[Natalie9292]

I have been trying for weeks to get my Versa Lite to update and it will not. It’s takes hours to get to 20 some % of the update and then stops. I have tried everything, nothing working. Anyone have any more guidance? 

Moderator edit: subject for clarity

[LiliyaFitbit]

Welcome to the Fitbit Community, @Natalie9292. 

I am sorry to hear your Versa Lite is not updating. Thanks for trying to resolve this and I am here to help. I appreciate the additional details and recommend following the troubleshooting steps form this help article: Why can't I update my Fitbit device?

Let me know how it goes, I'll be around. 

[Natalie9292]

Thank you for your response! Unfortunately I am unable to even get to the settings function of my watch. The screen is either stuck on the Fitbit symbol or a red ‘X’ saying “Data not cleared- sync and try again”.

Thanks

Sent from my iPhone

[LiliyaFitbit]

Hi @Natalie9292, thank you for your reply.

I appreciate your efforts and the additional details. Based on the message received it seems that your watch needs to be set up back to your account as a new device. Before going through that process, I suggest the following:

1. Remove your watch from the Bluetooth settings (On your phone, go to Settings > Bluetooth and find your Fitbit device in the list. Find an option to forget the device)
   
2. Turn Bluetooth on and off on your phone.
3. Verify if the Fitbit app is updated to the latest version.
4. Reboot your phone and restart your watch.
5. Open the Fitbit app, tap on your profile picture > Set Up a Device.
6. Choose your model, tap on replace and follow the onscreen instructions.

Keep me posted on the outcome. 

[Natalie9292]

Hi there, 

I really appreciate all the tips. I tried the steps your provided above and it did not work. It took hours to get to approx. 40% completed and then the fit bit app said “Update Failed”.  
I have been trying to update for weeks now. 
My fit bit is less than a year old. Really hoping to be able to use again!

[LiliyaFitbit]

Thank you for the update, @Natalie9292.

I am sorry to hear the issue persists, I totally understand how you are feeling and appreciate your time and efforts. I've sent your information to the Customer Support team so they can get in touch with you and provide further assistance. You should be getting a reply soon. 

Let me know if you have any questions.

[srkb65]

I am having exactly the same problem and have note received a response sent to https://contact.fitbit.com on the 28th April 2020. The customer service is a joke to be honest and I have got a 4 month old £150 device that is currently an ornament as it is useless. Could somebody please sort this out for me?

The first contact was made on the 21st April 2020 and a generic response was sent via e-mail which has proved to be useless as I had already tried everything suggested after trawling through the forum.

Subject: Re: Versa Lite - Syncing - Android - #35393861

[Natalie9292]

Sorry you are having the same problem. Extremely frustrating.
I received my email from customer support yesterday. I will update on this post if I hear anything.

[srkb65]

I managed to go on the live chat and have resolved the issue today. It looks like I will be getting a replacement. I'd give it a go.

[srkb65]

The person I dealt with was vey helpful and tried everything to get the device to work again but I have now received the e-mail with a link for a replacement. If you use the link in the thread you have been on for customer support and click on Live Chat.

[Natalie9292]

Thank you so much for this update! I went on the chat and will be receiving a replacement as well. 

They were very helpful!

Glad we will be using our Fitbit’s again soon!!!

[LiliyaFitbit]

Welcome to the Fitbit Community, @srkb65. Thank you for your reply, @Natalie9292. 

Thank you for sharing your experiences. I understand how frustrating this is for you and appreciate your feedback. Our team is always working on improving our devices and user experiences, and your comments are always welcome. Thank you for getting in touch with our Support Team. I am glad to hear that you had a great experience with them and now you'll receive replacements. Thank you for posting the update here. 

In case you have some spare time, I would like to invite you to visit our Discussions board where you will find great tips and encouragement from other members.

Keep on visiting the forums. Happy stepping!