Versa is stuck on the Fitbit logo

[dianemarie3]

Since trying to install the update, my Versa has been frozen on the Fitbit logo. I have tried multiple resets, including factory resets, uninstalling the app, and even letting my Versa battery drain completely, while I have gotten to a green screen with the logo, the firmware update ultimately fails and my watch returns to being frozen on the Fitbit logo.

Moderator Edit: Clarified subject

[MarreFitbit · Accepted solution]

Hi there @dianemarie3, welcome to the Community Forums. Thanks for trying to troubleshoot the issue with your Versa before reaching out. 

It seems like you have unpaired the Versa from the Fitbit app but not from the phone's Bluetooth settings, so your watch is asking you to pair it again. Note the error message you're receiving on your watch's screen usually appears when you've performed a factory reset without first unpairing the watch from the phone's Bluetooth settings. 

That being said, please try the steps below:

• Remove your Versa from your phone's Bluetooth.
• Force quit the Fitbit app.
• Turn off the Bluetooth.
• Shut off your phone and turn it on after 1-2 minutes.
• Turn on the Bluetooth.
• Setup your Versa again.
• If there is no connection, restart your Versa.

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? 

Once you manage to sync your watch to your phone, you can try updating your Versa if the update is already available for it. For more information, see How do I update my Fitbit device?

Let me know how it goes. 

[dianemarie3]

I am experiencing the same issue again. My Versa has been frozen on the logo screen. I have tried to reset it and followed the steps above, however, it remains frozen on the logo.

[MarreFitbit]

@dianemarie3 I appreciate you had followed the tips and recommendations provided above.

At this moment, I’ve reached the limits of what I can do for you here on the public community forums. The best way to get help for this problem is to chat with us online or give us a call. Click here to get connected.