Versa/Versa Lite - Fitbit OS 4.1.2 Firmware Update

[AlessFitbit]

Fitbit Update: 

Fitbit OS 4.1.2 for Versa/Versa Lite smartwatches has been released for all users. If you haven't yet, please make sure you update your watch to this new firmware. 

If you recently purchased or set up your Versa/Versa Lite, you might not see this firmware available to you yet. Continue syncing the watch and in a few days or less, you'll be prompted to update to this firmware. 

---

Fitbit Update: 4/22

Hi, Versa and Versa Lite users!

We’re excited to announce the release of Fitbit OS 4.1.2 exclusive to Versa and Versa Lite. If you're a Versa 2 user, your latest operating system is Fitbit OS 4.1.1, so head to that post for more information. 

• Versa (Firmware version: 32.70.7.27) 
• Versa Lite (Firmware version: 38.70.7.27) 

We started releasing this new update to customers. This is a progressive rollout which means everyone will receive it at different stages. We roll out releases in phases as a cautionary measure so that we can monitor performance closely and make adjustments if needed. 

*Firmware releases aren't distributed based on region or location and can reach anyone no matter where you reside. 

WHAT’S NEW AND FIXED

Read our help article for the latest updates.

HOW DO I UPDATE?

Find step-by-step instructions for updating Versa/Versa Lite here. 

If you run into any trouble updating Versa or Versa Lite, review these troubleshooting tips. If you have issues after completing the update, try restarting the watch. 

VERSA LITE users - If you have trouble updating the firmware:

Follow the steps in this help article where we outline troubleshooting steps just for Versa Lite. 

We appreciate your patience while we work to roll this out to everyone. 

[rja9278]

Lei: My name is Lei. How can I help you?

Lei: Are you still with me? I want to make sure you haven’t gotten disconnected.

Me: I have a Fitbit Versa that was working fine until the latest Firmware update. Since I installed the most recent Firmware update I have had nothing but issues. I have restarted several times. I have factory reset and setup several times. I can get it working for a little while, but it always ends up not working again.

Lei: I will be glad to assist you with your Versa that is not working. What is not working on your Versa?

Me: It’s not working at all. It feeezes, the screen works and then it doesn’t. The screen will go black. Sometimes I can’t even tell if it’s on. Touchscreen becomes unresponsive...

Lei: Thanks for letting me know. For us to get started, what is the email address associated with your Fitbit account?

Me:

Lei: Thanks. Let me pull up your Fitbit account here.

Me: I’m sure your aware of the recent Firmware debacles

Lei: Your firmware is up to date based on the system tools. Upon checking our back-end tools, I can see a Versa unpaired to your Fitbit account today. Let me check your device's behavior to determine the issue and try to troubleshoot it with you. Have you tried restarting your watch?

Me: The latest firmware is what’s causing the issue. Not only for me but many others according to the Fitbit Community. I am currently using my Flex because I am tired of trying to restart, factory reset, setup again.

Lei: Alright. Since all necessary troubleshooting steps was already exhausted, let's move forward to checking your warranty status. To so do, may I know your current country of residence?

Me: I don’t want to hear about my warranty status. I want a new Fitbit What country are you in?

Lei: Our head quarters are in San Francisco

Me: I didn’t ask where the headquarters is. I asked what country you are working out of?

Lei: Well. i need to check the status of you warranty first. Where in Asia.

Me: I can tell you that I purchased my Fitbit a year and a half ago. The first one had issues within the 1st year and they sent me a new one. The new one worked well until the latest Firmware update bricked it. Now less then a year later from the new one here we are again

Lei: I appreciate your feedback about our product's quality. We're continuously improving our Fitbit products and services based on all of the input we receive from our customers.

Me: They need to improve them better. If I don’t receive a replacement, it will be the last one I ever buy.

Lei: For me to check, what is your current country of residence?

Me: USA

Lei: When I checked the information you provided, your Versa was replaced in 2019. Fitbit's Return Policy and Warranty provides replacements for trackers and accessories deemed to have a manufacturer's defect within one year from the date of purchase. Note that any replacement product is warranted for the remainder of the original warranty period. I truly wish I could revert this situation to accommodate you in a way you may find suitable. However, it is also necessary that we enforce our policy.

Me: I will keep calling and chatting until I get a replacement device for the one that your Firmware update bricked. Exceptions have been made for others.

Lei: You may check our policy here: https://help.fitbit.com/articles/en_US/Help_article/1126 I’d like to share with you that we are all aligned with Fitbit’s policies and processes.

Me: i don’t want to read your link. I want a replacement for the one your company bricked. I will not rest until I do.

Lei: We hear your concern and we know how important it is to wear your watch in good condition in functionality. Rest assured that we aim for improvement and your honest feedback is greatly appreciated. I understand your frustration but I would suggest that you keep a professional tone or I would have to disconnect the chat.

Me: So what are you going to do about it?

You’re the one not being professional. Your whole customer service department is not professional. You are not resolving the issue. Your company is trying to steal money from its customers

Lei: The device is already deemed defective. you already exhausted all troubleshoots.

Me: I know it’s defective. I know I’ve exhausted all troubleshoots. Tell me how to set it up and bypass getting the latest Firmware update or send me a replacement. The device is not defective. The latest Firmware is

Lei: We will be using your feedback to improve our services and also our warranty policy. Though this is the case, we'll definitely see to it that your feedback reaches the appropriate department. We'd like for you to be assured that all of our correspondences are also being monitored by a higher department and quality team.

Me: How are you going to resolve my issue now though?

Lei: I got an approval to send you a discount for 25% up to 40 % off to purchase a new tracker/watch.

Me: I don’t want to spend more money. I want a replacement for the device your Firmware bricked. I would rather go with Garmen or Apple next time if this is how you treat your customers I won’t ever buy Fitbit or something running Wear OS again if this matter is not resolved.

Lei: I apologize but your watch is not eligible for replacement.

Me: Yes it is. Come on. You can do it. Make this customer satisfied. Exceptions have been made in the past for myself and others.

Lei: I need to follow policy procedures. I can send you a discount towards a new purchase..

Me: Does policy tell your company to brick devices with Firmware updates and steal money by only offering to go out and buy a new faulty device?

Me: Waiting for a response

Lei: Please read the policy I sent you above to know more about or warranty.

Me: I don’t want to read it. Rules are made to broken

Lei: Your warranty has expired for more than a year so we cannot process a replacement for you.

Me: Do you want to send me a link on how to restart it? Why don’t you send me a replacement and do what’s right for one of the customers that made Fitbit what it is today?

Lei: The link for restart here: https://help.fitbit.com/articles/en_US/Help_article/1186

Lei: I apologize but we do not do exemptions. The warranty has expired last year.

Me: Thank you for helping me to realize Fitbit is a joke of a company and to never buy one of their or Google wearables again even if the deal doesn’t go through.

Lei: Know that your experience has been taken into account for we want to continuously improve our Fitbit products and services to provide better customer experience. Have a good day!

[F1Dave]

I deleted the old one then installed the new one by following all the cues very easy to do

[NotAFan1]

They finally offered to replace the device I just received for Christmas, or offered me 50% off a “newer” version. I have been contacting “customer service” (via all available channels) and complaining about this device that only worked correctly the 1st two months since March and finally when I asked if the goal was to keep sending me useless fixes until my warranty is expired, they offered this. I cannot believe the nerve of this company to think I would even consider giving them a single penny for a new device when it was this complicated to get “support” to do anything about the defective one I just got?? Why are they not simply replacing all of the devices their “update” broke with an apology to all of us whose only mistake is to expect this device to function as advertised? And offering something extra to compensate customers for all the wasted hours it takes to force them to fix what they broke???! Shame on you, Fitbit. 

[Pathengel]

Omigosh! Talk about going around in circles!
--
When tomorrow comes, this day will be gone forever; in its place is
something that you have left behind....let it be something good.'

Patty the Hugger

[Billbee]

That's good news.

[Sjddillon]

This made my situation worse since my display is broken now I cannot see the four digit code to reset up 😡

Sent from my iPhone

[Mahaa]

These guys are convincing to everyone that problem is with our watch.. but
it's not true.. Problems are with their server and with their updates

[Cpirtle]

I'm experiencing the same issue. 

[27Tanya]

Yes exactly this! If you ever get a solution please tag me so I know. I have the same problem with my tracker 😭😭

How??? I need a replacement too but they won’t budge, had mine since NOV 2018 and the last update killed my device.

Moderator edit: merged reply

[JuanJoFitbit]

Hi @JayneThom, thank you for trying the recommended troubleshooting steps. Since the issue persists, let me go ahead and forward your case to our Support team and they'll be happy to follow up. You'll receive an email from them soon.

@...Riz... thank you for joining our Fitbit Community. I'm sorry to hear that the firmware update didn't finish. I truly understand how you feel. In order to fix this issue, I'd like you to try a factory reset. To do so, follow the steps below:

1. On the device, hold all three buttons for about 10 to 12 seconds. 
2. When the Fitbit logo disappears, quickly release the bottom right button, continuing to hold down the left and top right buttons (releasing the bottom right button as soon as the logo disappears is time sensitive). 
3. When the device vibrates, release all buttons. 
4. Wait for approximately 1-2 minutes while the device clears all data. Eventually, the Fitbit logo appears and the device boots and displays Fitbit.com/setup.
5. Set up your watch from scratch and see if the issue gets fixed.

@Glyns, I'm sorry to hear that your Fitbit Versa is not keeping the correct time. Please reply to the last email that our Support team sent you and they'll be happy to follow up and provide a solution.

@F1Dave, it's great to see you in our Fitbit Community. I'm also glad to hear that your Versa Lite started to work properly after updating the software. Thank you for letting us know the update. Don't hesitate to get back if more assistance is needed.

@theclo @Billbee, thank you for participating in our Fitbit forums. Regarding the GPS and screen issues that your Versa 2 and Versa (SE) are experiencing, I was able to get in touch with our Support team and was told that they will reply to your emails soon in order to follow up and assist you accordingly. Please keep an eye on your email inbox.

@Robkenyon, I definitely understand how frustrating this is for you. I'm glad to hear that a replacement unit was provided. Don't hesitate to get back if you need further assistance.

@rja9278 @27Tanya, your feedback is greatly appreciated since this helps us to keep improving.

@Cpirtle, welcome to our Fitbit Community. I'll be happy to assist you with your Fitbit Versa. In order to better assist you, please provide more details about the issue that your  Fitbit watch is experiencing.

Keep me posted.

[tmaries]

This is extremely frustrating to know that the firmware update bricked all these watches and there is nothing being done about it because they are outside the 1 year warranty period. I've been a loyal fitbit user since 2013 but this was the final straw for me. A one and a half year old device should not just stop working and if it does and it's because of something your company caused, you should make it right. I called customer service and did all the recommended reboots and resets. Mine WILL NOT factory reset, that's how dead the screen is. I was offered a discount.....so I ordered a Samsung watch instead. Can't wait. Good luck with this customer service nightmare you've created. 

[Glyns]

Great piece of chat info.

Got Know where with online chat today but came away thinking more to why do we put up with these problems. Another chat advisor tells me more or lee IT'S YA phone is not compatible.          AnthonyC:Hi Glynis, My name is AnthonyC. How can I help you?
AnthonyC:Are you still with me? I want to make sure you haven't gotten disconnected.
Me:good afternoon my name is Glynis, I have spoken before early April. Same problem Versa Lite losing time when away from phone.
AnthonyC:Of course, I will be more than glad to assist you with the losing time issue you are experiencing with your Fitbit Versa Lite. I'll try to find a solution to get you back on track.
AnthonyC:To get started, can you please provide me with the email address associated with your Fitbit account?
Me:62glyn@googlemail.com
AnthonyC:Thank you. Allow me just a moment to access the system to check your current status.
AnthonyC:Thanks for your patience and time.
Me:that fine
AnthonyC:Upon checking in our system I'm able to confirm that your Fitbit Versa Lite last synced on May 18, 2020 with 94% battery level.
AnthonyC:Now, just to confirm. may I know how different is your time on your device?
Me:At present same as phone and laptop. BUT soon as I go away from phone for any time it will lose time. over night it will lose 40 minutes.
AnthonyC:Got it
AnthonyC:Thank you for confirming so
Me:Since the last chat with Simon E 30th April I took advice in changing phones. A new Xiaomi Note 8
AnthonyC:Got it, Upon checking at my system it seems that Xiaomi Note 8 is not fully tested phone for Fitbit devices
AnthonyC:Which may cause difficulties to sync, setup and more
AnthonyC:Alright
AnthonyC:let's do something
Me:Hear we go again, sorry its Xiaomi 8
AnthonyC:Let's make sure that "All day sync is turned on"
AnthonyC:Open the Fitbit app on your phone.
AnthonyC:Select your account (you can find this by clicking on the person icon on the top left hand corner).
AnthonyC:Next select your device.
AnthonyC:Scroll down and under 'Sync' turn ON All-Day Sync
Me:just looking
AnthonyC:Great.
Me:Always connected is on.
AnthonyC:Alright
AnthonyC:So is the Xiaomi 8 the phone that you are currently using?
Me:use this is the new phone that Simon E one of your advisors said he using
AnthonyC:Got it.
AnthonyC:after checking our system we are able to see that your phone is not fully tested for Fitbit devices, which may cause setting up issues, difficulties to syncing and more.
AnthonyC:However, with the steps performed we could test it out
AnthonyC:Please restart your Versa Lite
Me:ok,
AnthonyC:Press and hold the left button until you see the Fitbit logo on the screen.
Me:logo on
AnthonyC:perfect
AnthonyC:Now we will need you to test it out and If after that your Issue still persist, please do not hesitate in contacting us back with your case number
AnthonyC:Case #: 35840407
AnthonyC:I am going to write down all the details of your case so the next agent will be aware of your situation, alright?
AnthonyC:By the way, remember that when you end this chat, you'll have the opportunity to fill out a brief survey and rate the Fitbit service and the one I provided today.It will be great to read your comments about the interaction.
AnthonyC:Is there anything else I can do for you before we finish?
AnthonyC:Since I haven't heard anything from you, I will need to disconnect this chat in order to assist other customers. Please feel free to contact us back via chat, email or phone if there's more we can do to assist you. Have a great day!

[Glyns]

Short fall of it. Customer service is as good as their online chat. they go through the same old script. and don't give too _hits about the CUSTOMER.

[Robkenyon]

I finally got a message back off support. Bearing in mind my screen doesn’t work, so they suggested factory reset, hold down the back button till the logo disappears.... I don’t have a logo because the screen doesn’t work!! This is the email I got, the latter part reads as if they know there is a problem and they’re working to fix it... 

“Thanks for reaching It would be a pleasure for us to assist in regard to your Versa screen unresponsive. We apologize that you haven't received a response, due to recent events affecting our operations we're working as quickly as possible to respond. Now let's work together on the issue you are having and find the proper solution.

We like you to please perform factory restart it calibrates internal software, removes any bug that may be affecting the correctly operation of your tracker's system, to do so, please:

1. Hold the back button for about 8 seconds. 
2. When the Fitbit logo disappears:

• Release the button briefly (for less than 2 seconds). 
• Hold the button again until they feel a second, longer vibration, which indicates they initiated the factory reset. 

After performing the restart, your tracker should now work normally. 

We’re currently working to resolve it and hope to have a fix soon. Be sure to keep your Fitbit device and app up-to-date to ensure you receive the quickest resolution.

Let us know if the issue persist. We are here to help you with your inquiries. 

Sincerely”

[tmaries]

EXACTLY. The screen is black so how am i supposed to do anything that
involves the logo.
I will say that annoyingly it must have reset itself even though the screen
is still black and unresponsive because my preset alarms are still going
off. It's ridiculous because you can't turn them off from the app, so its
just buzzing away in my drawer because I had charged the battery to 100%
right before this happened.

[Shygan]

Hi. I have a versa 2 which i bought just 2 weeks ago. I am unable to connect to the Fitbit app. On my android device is says that hte fitbit.com website is down and to try again later. And on my ipad it says Oops try again. Also, my Versa 2 on bluetooth is rejecting Pairing on my Android device and I dont see it on my Ipad either. Help on what i can do? I chatted with support and they said they will email me some instructions. Should i do a factory reset?

[...Riz...]

My watch was stuck on update mode and would not be detected by my fitbit app.  My app did not need to be updated and tried to hard reset it on my phone and practically gave up. I love my watch so much that I decided to attempt to fix it one more time. I spoke to a live chat rep named Jen which was not useful at all but I called in and was able to get assistance from a person who helped me hard reset my watch, update my app by deleting and downloading it and it is finally working! I have been waiting for two weeks! I waited for my watch to die started charging it and saw the update symbol and thought all was lost. If you watch isnt working forget live chat, call in and speak to someone and they may help you out big time like they did me. Wish I didnt assume that since it's been over a year that they would not help me. Tech support is here for us fitbut users as long as we have the watch. 

[Craftypaml]

I did speak to numerous people and never had any success. I won’t do live chat.

Sent from my iPhone

[tmaries]

I did call in, they were not helpful.

[Cpirtle]

Since the last update my battery life has changed drastically, it will not even last 6 hours. On and off the Fitbit Icon will appear on the screen and I'm not to access or see anything.