Versa can't stay sync even after completing all suggested steps

[mchu17]

I upgraded to a Versa on the weekend from a Charge 2. I'm using the same phone (Samsung S7), same version, same Fitbit app but the Versa just does not stay synced to the app.

It took a while to setup (failed the first time but worked the second) but after that, it seemed to have worked and I was getting the phone's notification on my watch and the steps etc were on the app (Sunday - Day 1). That was until the night when I had some time to play with it to try to change clock face. It was then the Versa started to error out and says it can't connect.

Today (Monday - Day 2), the watch/app synced twice in the morning but then could not sync again without intervention. I've done the various suggested things such as:

- Close the app

- Restart the watch

- Restart the phone

- turn on/off bluetooth

I've only had success with turning on/off bluetooth but this only sync the data to the app, then after that, it will stop syncing as I do not get any further notifications of messages etc from my phone. This is useless if I can't use the smart phone type features. I had no issues with my Charge 2 syncing and I've been using that for over a year.

I wanted to uninstall the app to start fresh but I've also read of many users losing all their data. I've built quite the history already and do not want to lose that. Since syncing seems to be an issue with Versa, I thought of returning this and getting an Ionic but apparently syncing is also an issue there too!

Is there no way around this? It's a shame, my husband got a Garmin Vivoactive 3 while I got this and he's had no issues at all.

[LizzyFitbit]

Hi @mchu17, welcome on board. It's nice to see a new face around.

Thanks for sharing detailed information about your Versa, and I'm sorry for the difficulties that you've had to get it syncing. You've done a fantastic job with the troubleshooting steps, and let me help you out with this. There are some factors that may prevent your device from syncing, such as having multiple Bluetooth devices in the same room or having the location services off in your phone. If you're not longer using the Charge 2, please remove it from your account. Otherwise, make sure it's not next to the Versa when syncing.

Since your Samsung Galaxy S7 is a fully supported device, I'd recommend to try the following steps in the given order:

1. Remove both, the Charge 2 and Versa from the Bluetooth settings.
2. Go to your phone’s settings and tap on Apps > Fitbit > Storage and Clear Cache.

3. Once that is done, go back to the previous screen and tap on the option “Force stop”.

4. Reboot your phone one more time.
5. Open the Fitbit app and tap the Account icon.
6. Tap on the Versa icon > notifications and follow the onscreen instructions.

Give it a try and let me know how it goes.

[Mimiy]

This is my issue with my new versa. It is as if the app doesn't have the ability to support the Versa. Mine won't sync or stay connected for music/calls/texts. I tried to uninstall app and reinstalled it. Didn't work. Fitbit offered no solution that works at all & when I pointed this out they claimed my phone was outdated (It's not) I told them it won't sync to pc or iPad either & now I receive no response at all from customer assistance. 

[mchu17]

I've done this and it has helped sync it more so than before. But the app still prompts me to restart bluetooth for the watch to sync. I get this notification several times a day. Although it has improved, but it's still not syncing as it should. What are my other options?

[LizzyFitbit]

Hi @Mimiy, welcome to the Community Forums. @mchu17, it's great to see you around.

@Mimiy, thanks for bringing this to my attention. I'm sorry for the experience that you've had with the Versa and our team. I see where are you coming from and be sure that I'm here to help you. To investigate this situation, please confirm the following:

• Have you checked the information posted above?
• Phone's model and OS version.
• Fitbit app version
• When trying to sync with your phone, were your iPad and PC nearby?

Also, please try removing the Versa from the Bluetooth settings in your phone, iPad and any other mobile device that you've used. Then set it up as a new device in your phone.

@mchu17, thanks for getting back. I'm glad that the syncing improved, but since that doesn't happen all the time, I'd suggest to setup your Versa as a new device in your phone, making sure you don't have your Charge 2 or any other Bluetooth device nearby.

Keep me posted.

[Hoggardmom]

I am having this same issue and it is getting really frustrating. I keep getting this failed to link through Bluetooth 

[LizzyFitbit]

Hi @Hoggardmom, welcome to the Community. I'm sorry for the delay in my response.

Thanks for bringing this to my attention, as well for the screenshots provided. I understand how you're feeling and I'm here to help you. To work on this together, may I know your iPhone's model and the iOS version? Also, do you have other Bluetooth connections nearby, such as phones or Fitbit devices?

In the meantime, I'd recommend to try the following steps:

1. Remove your Versa Lite from the Bluetooth settings.
2. Turn off the Bluetooth, allow 10 seconds and turn it back on.
3. Open the Fitbit app and tap on the Account icon.
4. Tap on the Versa Lite's image and on notifications.
5. When you get the "Bluetooth Pairing Required" message, tap on setup and wait until the process is completed.

Let me know how it goes.

[mchu17]

@LizzyFitbit, the Charge 2 has been removed and boxed but does setting up the Versa again as a new device means I have to remove it from the account as well? If so, will my data remain considering there are no longer any trackers attached? For the most part, it's syncing better but does require me to get into the app to update (rather than I see the updated information in the widget). I do still need to turn on/off bluetooth to get stuff like exercise or sleep to sync but at least the steps are getting in normally.

[LizzyFitbit]

Hi @mchu17, thanks for getting back, and let me help you with your inquiry.

When setting up your Versa as a new device, it's not necessary to remove it from your account; instead you'll be asked to replace it. With this process, your device will be reconnected to your account, and be sure that the any information already synced will remain in your account. Please give it a try and let me know if the issue persists.

Keep me posted. 

[Marissa_01]

I’m so disappointed... my Versa keeps disconnecting from Bluetooth, it won’t sync to my phone, I have done everything suggested, works for a day, then it happens again, I expected a lot more. Was very excited to try this but it’s very frustrating paying money for something that doesn’t work smoothly and is reliable. 

[mchu17]

@LizzyFitbit 

How do I do this? I couldn't find a way from the app. The interesting behavior lately is when it syncs, it does do it after usually 2 tries. however, when it does, it seems like my watch restarts itself (I see the fitbit logo on the face). Sometimes, on the app, it "refreshes" the steps to the right number then drops back down to the previous amount and says "no device found". I pull down again to sync and it usually works after the 2nd time.

Can you provide instructions to reset up the watch without deleting it? Or is the restarting of the watch odd behavior and I should exchange it for a new one?

[LizzyFitbit]

Hi @Marissa_01, it's great to see a new member around. @mchu17, welcome back. I'm sorry for the delay in my response.

@Marissa_01, thanks for your efforts while trying the steps from this thread. I see where are you coming from and I'm sorry about the experienced that you've had. I was checking with our Support Team and apparently they already took your case under their wings. I'd recommend to continue working with them and reply to their last email for more details about your case.

@mchu17, thanks for getting back. The process to setup your device as a new device was hyperlinked in my previous post, but you can find the instructions here. Regarding your other inquiry, it's not expected to see your device restarting by itself. I've gone ahead and contacted our Support Team so they can create a case on your behalf. Keep an eye on your inbox, you'll receive more details.

Catch you later!

[Lallace13]

I got my Versa last fall and haven’t had any problems until now. Now it won’t sync with my phone even though I’ve been through all the troubleshooting options. It doesn’t even keep time correctly anymore. 

[LizzyFitbit]

Hi @Lallace13. It's nice to have you on board!

I appreciate you for taking the time to troubleshoot your Versa, and I'm sorry about the issues experienced with it. There are some factors that may prevent your device from syncing, such as having other Bluetooth connections enable nearby. If this doesn't apply to you, please let me know the error message displayed on the Fitbit app. May I know your iPhone's model and iOS version? Also, have you tried syncing with another phone, tablet or computer just to see how it goes?

I look forward to your reply.

[Lallace13]

I have an iPhone 8 iOS 12.3.1 my Fitbit app version is is 3.0

I have removed all other Bluetooth products from my phone and removed my versa from the app and now it won’t even find it to set it up as a new device. There is no error message. It just keeps searching but never finds the versa. 

[BSanchez1]

I have had mine for several months with no issues.  Then I downloaded the update to the app, and my fitbit has not synced ever since.  I hope they fix this soon.

[LizzyFitbit]

Hi @Lallace13, I'm glad to see you again. @BSanchez1, welcome on board. I'm sorry for the delay in my reply.

@Lallace13, thanks for the information provided. You've done an amazing job with the troubleshooting steps! I've checked with our Support Team and apparently they already took your case under their wings. I'm glad that you're receiving help from our team.

@BSanchez1, thanks for letting me know about your Versa, and I'm sorry for this inconvenience. Let's work on this together. May I know the error message displayed on the Fitbit app? Has the Fitbit app been updated to the 3.0 version? Also, do you have other Bluetooth connections nearby, such as phones or Fitbit devices? I'd also recommend to try the troubleshooting steps posted above to get your Versa syncing again.

I'll be around, keep me posted. 

[jergle]

This sounds exactly like my story!  I received my Versa for Mother's day as a gift and a replacement for my Charge 2.  I have not had seamless sync  like I did with the Charge.  Now I can't get it to sync even if I have followed the steps that have been suggested.  I go so far as to restart my phone at times to get the Versa to sync.  I am at my wits end.  I have a Samsung 7 phone with a current update on the phone.  Not sure at this point what needs to be done.  

[LizzyFitbit]

Hi @jergle. It's nice to see a new face around. I'm sorry for the delay in my response.

Thanks for the information provided, as well for the troubleshooting steps that you've tried. You've done an amazing job! I confirmed that your Samsung Galaxy S7 is a fully supported device, and to further investigate, please provide me with the following:

• May I know the error message displayed in the Fitbit app?
• Do you have other Bluetooth connections turn on when not i use?
• Is the Fitbit app updated to the 3.0 version?

In the meantime, please try the following:

1. On your phone's settings tap Apps > Fitbit > Storage > Clear Cache.
2. Then, go back to the previous screen and tap on “Force stop”.
3. Reboot your phone.
4. Open the Fitbit app and try setting it up as a new device.

Give it a try and let me know how it goes.

[jergle]

The fitbit message that I receive is can't find a device or can't sync.  I am up to date on the new version of the fitbit app on my phone.  I don't have any other fitbit devices on my phone.  I have tried the other options that you have mentioned.  I have contacted the fitbit chat room before this so I have to force stop the app or even resort to shutting down my phone in order to get the phone to sync at times.  I don't get the sync after a workout or email/text notifications.