Versa not syncing with Samsung J7 Prime

[knmulder]

My Versa was paired and linked to my account, it stopped pairing and syncing after the update. I reinstalled the app, turned off watch, Bluetooth and everything. Login, setup watch, it finds Versa but won't connect and keeps giving me "try again" message. I have the Samsung Galaxy J7 Prime. How can I fix this? Please help

Moderator Edit: Clarified subject

Moderator Edit: Formatting

[Rich_Laue]

Hi @knmulder we still have to fix the sync problem. 

Have you unpaired the tracker from your phones Bluetooth, you say that you removed the tracker from your Fitbit account. You could not have chosen a worse step to do. 

[RicardoFitbit]

Hello @knmulder, welcome to the Community Forums.

First, I appreciate your effort and patience for troubleshooting this situation before posting over here, I totally understand how frustrating this matter can be for you. To better assist you with this situation, can you please let me know if your Versa is still paired with your Fitbit account and the Bluetooth settings of your Samsung J7 Prime phone? In the meantime I receive your answers, I recommend you to check how the syncing procedure works here and see if there's a missing requirement on your mobile device that's preventing the syncing procedure to be completed.

@Rich_Laue Thanks for your help.

Looking forward to your reply.

[knmulder]

No its no longer listed as I have an Vista to my account so I tried to add
new device I click vista get first blue check one phone Bluetooth found
then with connecting the me over and over turned off watch and phone but
watch not giving me the check mark or couple code

[knmulder]

no my account doesnt show any device after the update so uninstalled app reinstalled the app tried to pair my device to my aacount get the bluethooth check on phone but gets stuck with connecting to the watch keeps telling me to turn off bluetooth on phone restart watch over and over 

[RicardoFitbit]

Your reply is appreciated @knmulder.

Thanks for the details that were shared with me. Because your Versa was unpaired from your account, I suggest you to unpair the device from the Bluetooth settings of your phone too and then try the setup your Fitbit as if it was brand new. To do so, follow the steps that were shared on my previous post and if you experience difficulties with this process, try the troubleshooting steps that are specified on: Why can't I set up my Fitbit device? and let me know how it goes.

I'll be around.

[mini35]

See red banner at top of community board pages.    Fitbit has acknowledged "they have identified a temporary interruption to Fitbit syncing....Read more"    

Not that the acknowledgment is really helpful, but we can all stop running down the same rabbit hole of the typical tech support of install, uninstall, reinstall advice that never works.   

All seem to agree it was a result of the recent Fitbit upgrade for those that use Android devices for syncing.

The red banner appears on many, many of the threads with this Fitbit not syncing issue.

[knmulder]

well hopefully the issue will be fixed. it wont let me add device to my account i will wait for new update and hopefully it will work then 🙂 i have tried all trouble shooting as you said and nothing worked al ill just wait until i can pair my phone and watch the app will update once they can be paired hopefully

[RicardoFitbit]

@knmulder Thanks for trying the troubleshooting steps that were shared on this thread and for your patience with this issue. Can you please let me know if the Fitbit app on your Samsung J7 Prime is up to date, running the version 3.37.1? Also, are you still experiencing syncing issues?

@mini35 Thanks for the helpful information that was shared in your post.

I'll be around.

[Catissa]

I've been thru everything and even spent time with customer service via the chat. Since it seems as tho the bluetooth on my Versa 2 has been shut off, I have basically rendered my new smartwatch useless. The time isn't correct and since I was instructed to remove it from my account, I'm not even able to connect to the watch to preforn any software updates. I'm seriously disappointed. Hoping Fitbit can fux this issue soon! Even cancelled my premium subscription, because, whats the point?

[SunsetRunner]

@Catissa 

Have you updated to the newest version of the Fitbit app and if so, has it helped you at all? Once you have done so you will have to try and add your Versa 2 device back to your account since you previously deleted it...

[D_Kirby]

This actually just happened to me and when Fitbit did their update my phone was no longer comparable because it was version 9 and now has to be version 10 or higher. Needed a new phone anyway but I'm guessing that's the problem

[Catissa]

I cannot connect my device to my account. My device is no longer visable by
any of my phones (i tried several people's phones). Its like whatever
happened with the previous update completely fried my fitbit.

[SunsetRunner]

@D_Kirby if you are talking about the required Android version, it is 7. The update caused problems for people who have phones that are not officially compatible but were working with previous updates. A newer update has been rolled out to correct those problems. You should make sure you have the latest fitbit app version (3.37.1). If it still doesn't work report back here with specific symptoms...

[Catissa]

I am currently running version 9 on my android, as well as other androids i
tried to pair with. My Versa 2 is no longer visible by any of my androids
as well as a few iphones that i attempted with. Ive come to the conclusion
that it has to be the device. Since i cannot pair my Versa to anything, i
am unable to update it to the current software.

[Rich_Laue]

Hi @Catissa you say your Versa 2 is no longer viewable by anything. What do you mean? On what screen are you looking? It better not be the phones Bluetooth which we know can not see the tracker. 

Is your Versa 2 still connected to your Fitbit Account? When you open the Fitbit app. What happens? 

[Catissa]

Whenever I go to connect my fitbit to my phone (via my bluetooth connection
page) it says that it cannot connect to the fitbit device and to check my
device connection status. My device is no longer attached to my fitbit
account since i removed it during troubleshooting when the errors occured
after the update. I in no way can connect my phone to my device to update
it and add it back to my fitbit account.

[Rich_Laue]

That would be your mistake @Catissa, any attempt to pair the tracker through the phones Bluetooth will be rejected by the Fitbit tracker. 

All setup must be done through the Fitbit app. 

I'm not sure what errors you are referring to, but simply removing the tracker fitbit.com will rarely fix a problem between the phone and the tracker. It will however almost always add more problems 

[knmulder]

yes my app is up to date, my watch shows back on my account. the only issue i have is syncing last sync was tuesday after the new app and watch update now its not syncing 

[Rich_Laue]

Try these steps @knmulder