08-13-2020 12:24 - edited 09-03-2020 14:34
08-13-2020 12:24 - edited 09-03-2020 14:34
Update 9/3/2020: This update should now be available to all customers. If you have any difficulty updating, make sure you are following the directions in this article, and then provide as many specific details as possible in your post so that we can assist.
We've started rolling out Fitbit OS 4.2 Firmware Update (71.6.19) for the Versa series.
We release firmware updates to all customers in phases. The update will be available to everyone soon, and a banner will appear in the app when you can install the update. If you don’t see the banner yet, check the app again later.
*Firmware releases are not distributed based on region or location and can reach anyone no matter where you reside. We do not recommend performing a factory reset to force the update to your device as your data will be lost and you may not get the update. Please be patient and wait until you see the update banner inside of the Fitbit app to begin the firmware download.
WHAT’S NEW AND FIXED
Release notes can be found here.
HOW DO I UPDATE?
Step by step instructions for updating your Versa device can be found here.
We recommend updating your Versa over a home Wi-Fi network as this can greatly reduce the time it can take to get set up. For more information on connecting your Versa to Wi-Fi, check out this article.
If you run into any trouble updating your Versa I recommend reviewing these troubleshooting tips.
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08-16-2020 16:19
08-16-2020 16:19
My is doing the same since I started the update, how did you do the factory reset?
08-16-2020 17:34
08-16-2020 17:34
I am having the same issue, it is driving me mad
08-16-2020 22:51
08-16-2020 22:51
My Fitbit Versa is dead. I can't get it to do anything. I'm pretty sure the new firmware killed it. I had it charging overnight (8/14) and I took it off the charger and had to hold the button in to turn it on. It stayed on for about one hour, then shut down. I was hiking at the time, I held the button down again, and it turned on, but after about an hour shut down. Repeat. And when it shut down, it never turned on again.
It's only 8 months old. Please contact me about a replacement. Thank you.
08-16-2020 23:53 - edited 08-16-2020 23:56
08-16-2020 23:53 - edited 08-16-2020 23:56
Tried the process again for my a Versa 2 ... this time I removed it from the app and from Bluetooth...
It definitely resets to factory... however it seems to only come back (even after me waiting 10 minutes) after i again press and hold the Back button. Even after pressing and holding the back button to bring it back online, it still took a while to recover - it looked dead for more than 30 seconds after I’d done this...
This time, after restarting, it had a message “Data not cleared Sync and try again” ... wierd. It factory resets, but I suspect whatever process it’s using to wipe memory / storage is failing...
Still seemed to achieve the end-goal though.
08-17-2020 06:25
08-17-2020 06:25
Hi there @carynme and @LisaSheehy, welcome to the Community Forums. I'm sorry to hear that you're having difficulties with your Versa smartwatches. I understand where your concerns are coming from, I'll be glad to help you. In order to do so, would you mind giving me more details of the issue you're having? Is your watch not responding? Did it update and now you cannot sync?
Hello @irenemcmack, welcome on board. Thanks for the details provided in your post and for your time and efforts in trying to fix your watch's screen.
So I can move forward with the next step, please @irenemcmack, @LisaSheehy, and @carynme confirm if you have tried the steps below:
If the suggestions don't work and your watch doesn't vibrate when you connect it to the charger, I suggest trying these steps:
I'm looking forward to your responses, keep me in the loop.
Hello @theexecutioner, thanks for the details provided in your post and for trying to help others users in this thread.
Please note that the error message you're now receiving on your watch's screen ("Data not cleared, Sync & Tried and again") usually appears when you've performed a factory reset without first unpairing the watch. Said so, please try the steps below:
If you can't get started with your Versa, 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?
Hope this helps, let me know if you need further assistance.
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08-17-2020 06:33
08-17-2020 06:33
My screen wont turn on... it gets small flashes of being 'awake' but they barely last a second before it goes blank again. I have tried to reset it, but I am unsure if I have managed to do so, and restarting it doesn’t appear to help either. I only got this watch near the end of July this year, I just want it to work again please... feeling rather unhappy and worried about what is going on...
08-17-2020 06:45
08-17-2020 06:45
Hi there @LisaSheehy, thanks for getting back and for providing me with more details of the issue you're experiencing with your Versa 2. I understand why you would feel unhappy and worried about what's going on.
At this moment, the limits of what we can do for you here on the public community forums for the issue you're experiencing have been reached, 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 email 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 look forward to getting you back on track soon.
Was my post helpful? Give it a thumbs up to show your appreciation! Of course, if this was the answer you were looking for, don't forget to make it the Best Answer! Als...
08-17-2020 12:54
08-17-2020 12:54
For two days now I have been wrestling with my Versa Lite. I restart it, and it prompts me to set up as if it were a new device. Then, it prompts me to update the firmware. I have attempted this at least 10x and it fails halfway through every time and takes my device back to the white logo screen. I have tried through my mobile phone and my computer, I've disconnected it from my account, "forgotten" the Bluetooth device, tried EVERYTHING customer support has suggested and nothing is working. The watch is either displaying the blue setup logo or the white logo and will not allow me to do anything else. I've had a live chat with customer support twice now and they have offered the same "solutions" both times and ended the conversation without my issue being resolved. I am about to pull my hair out. I asked the last time for the issue to be elevated and that did not happen.
08-17-2020 13:11 - edited 08-17-2020 13:12
08-17-2020 13:11 - edited 08-17-2020 13:12
Hi there @stlflygirl, welcome to the Community Forums. I'm sorry to hear about the difficulties you've been having to update your Versa Lite. I understand where your concern is coming from. Thanks for the details provided in your post and for letting me know that you've already reached out to our Support Team.
In this case, since you've exhausted all troubleshooting steps to update your watch and have contacted our Support Team, but you're still having trouble with your watch, please get in touch with our team again so they can continue assisting you with this matter. You were given a reference number during your chat, please provide them with that number so they can move forward easily.
In the meantime, if you haven't done so yet, try the following steps:
If your watch’s current firmware version is different, or you continue to have trouble, follow the troubleshooting steps in the Ionic & Versa series section.
I'll be around if there's anything else I may do for you.
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08-17-2020 13:13
08-17-2020 13:13
08-17-2020 13:19
08-17-2020 13:19
I tried these, no firmware update as of yet for my replacement Versa lite. Tried deleting and reinstalling Fitbit app, removing all fitbits etc
08-17-2020 13:23
08-17-2020 13:23
08-17-2020 13:24 - edited 08-18-2020 04:54
08-17-2020 13:24 - edited 08-18-2020 04:54
Hi there @SunsetRunner, thanks for the details shared in your post. Please note that firmware releases are not distributed based on region or location and can reach anyone no matter where you reside. We do not recommend troubleshooting your watch to force the update. Please be patient and wait until you see the update banner inside of the Fitbit app to begin the firmware download.
Hello @RazzR, thanks for stopping by. I'm glad to hear that your watch is now working and you were able to update it.
Let me know if you have any questions present.
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08-17-2020 13:59
08-17-2020 13:59
I have tried to remove the app also and still no luck. Thank you for your suggestion.
08-17-2020 23:44
08-17-2020 23:44
Thank you for responding. Nothing that was suggested worked. The Fitbit is no longer connected to the Fitbit app on my phone. And when I go on the Fitbit website, it says that I haven't paired by Fitbit in some time (or something like that) and do I need help.
I bought the Fitbit 8 months ago. What are my options now?
Thank you.
08-18-2020 05:30
08-18-2020 05:30
Hi there @tiarinaldo. Since the restart hasn't worked and your watch is still stuck on Fitbit logo, I recommend doing a factory reset:
Take in consideration that a factory reset deletes any stored data, which includes all data that hasn't synced to your Fitbit account and your applications, alarms, etc. Let me know how it goes!
Hi there @irenemcmack, thanks for letting me know the outcome. I've created a support case on your behalf - you should soon receive an email from Customer Support at the email you used to register with the Community forums. Note that we may take a bit long to get back to you since due to recent events affecting our operations, support options are limited and wait times are longer than usual. If you have any questions, don't hesitate to let me know.
Was my post helpful? Give it a thumbs up to show your appreciation! Of course, if this was the answer you were looking for, don't forget to make it the Best Answer! Als...
08-18-2020 05:45
08-18-2020 05:45
Did the update this morning after 3mile workout. Wiped out my active mins. I put my fitbit on the charger to do the update went to 100%. After I noticed that my mins. were gone, I did another mile of workout. My battery dropped 10% and NO Active minutes recorded, should have been 18.
Does your staff ever beta test these updates before they roll them out?? I dread doing them for what screw ups are going to occur. I hope you fix this one pretty soon.
08-18-2020 06:16
08-18-2020 06:16
I’ve done the update after being prompted
All today’s active minute data has now been removed
Is there a way to keep active minutes without using zones? If I wanted to monitor zones and get points I would’ve bought a myzone.
the update also removed my watch face which won’t reinstall
08-18-2020 07:20
08-18-2020 07:20
Can we delay this update? or will we get a nag screen constantly telling us to update. I hate taking the updates because I'm scared what it will do. Especially since there are no notes on this update I'm even more afraid. The last update in December cut my battery life to 2.5 days if I'm lucky.
Aslo my watch says version 32.70.8.0 how do you jump to version 71.6.19 am I missing a few dozen updates?
Oh and has the shut down restart problem been fixed? that's the one where you shut down your watch and it drains 20% while it's off then you have to push two buttons to turn it back on.
08-18-2020 07:26
08-18-2020 07:26