Versa not syncing.

[SunsetRunner]

Hi all

Just wondering if anyone can tell me why my versa isnt syncing anymore? i last synced last night and has been syncing with no issues til now (fitbit only a week and a half old) 

ive restarted my phone, made sure location and bluetooth are on as usual and it is saying it can't track my versa when I try to sync  😞 

Moderator Edit: Clarified Subject.

[MarcoGFitbit]

Hello @SunsetRunner I hope you're doing well, it's nice to see you around the Fitbit Community. 

I appreciate your participation in the Forums, for sharing your experience with us and for letting us know the troubleshooting steps you've tried so far. At this moment, if your Versa is still not syncing correctly, please restart it by pressing and holding the Back and Select buttons (left and bottom right) until you see the Fitbit logo on the screen. If this doesn't help, try the following steps:

• Make sure the latest version of the Fitbit app is installed on your phone.
• The software on your mobile device is up to date. To check, tap Settings > General > Software Update.
• Make sure there are no other Bluetooth devices around as they might interfere with the syncing process
• Check that your Fitbit device's battery isn't critically low.

If your device still won't sync, try these steps:

1. Force quit the Fitbit app. 
2. Go to Settings > Bluetooth and turn Bluetooth off and back on.
3. Open the Fitbit app.
4. If your Fitbit device didn't sync, restart your phone.
5. Open the Fitbit app.
6. If your Fitbit device didn't sync, restart it one more time.
7. If your Fitbit device won't sync after the restart, log in to your Fitbit account on a different phone, tablet, or computer and try to sync.
8. If your Fitbit device still doesn’t sync, remove all other Fitbit devices from your account and from the list of connected Bluetooth devices on your mobile device and try to sync.

Thanks for your patience and understanding, give these steps a try and let us know the outcome. 

[Shak27329]

Same problem

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[ail0il0]

I have been having sync issues since 4/14/19 and the last week or so, it is happening everyday (sometimes multiple time a day). I have had my versa for almost a year now and have been using it wirh the same android phone.  I do all the steps you suggested several times and eventually it will sync again but it is getting ridiculous having to do it daily (sometimes more). 

[Shak27329]

exactly

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[MarcoGFitbit]

Hello @ail0il0 thanks for joining the conversation, it's great to welcome new members to the Fitbit Community. It's nice to see you too @Shak27329 I hope you're doing well. 

I appreciate you have joined us and let us know about this situation. If you have already tried the troubleshooting steps provided earlier, my best recommendation would be setting up your Versa as a new device to reset the connection between the watch and your phone. Note that the information you have synced in the past has been saved in our servers and not in your phone so it won't be deleted when you set up the Versa as a new device. 

Now, to set up the watch:

1. Go to the Bluetooth settings on your phone and check if your tracker is on the list of paired devices. If it is, tap on it and select Forget this Device.
2. Open the Fitbit app and tap on the Account symbol at the top right corner of the screen, then tap on "Set up a New Device"
3. Choose your tracker and follow the onscreen instructions to continue
4. When the app asks you to replace your current tracker, please replace it and continue with the process.
5. When a pop-up appears asking you to Pair your tracker to your device, tap on Pair and continue.

Thanks for your patience and understanding, give this a try and let us know the outcome. 

[Shak27329]

Thank you

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[Johnsonkirstie8]

Same problem here. Neither set of those instructions work. Now it’s stuck on the setup screen with the scrolling languages. It won’t do anything else. Just keeps trying to go through set up... hours later, multiple times trying to set the versa back up.

seems like I just have a paperweight 🤷🏻‍:female_sign:

[kawaiiko]

@Johnsonkirstie8 Please make sure you’re on a strong wifi signal when you’re setting up.  

For syncing issues, I find restarting my phone to help the most.

[MarcoGFitbit]

Hello @Johnsonkirstie8 thanks for joining the conversation, welcome to the Fitbit Community. It's nice to see you too @Shak27329 thanks for replying. I hope you're doing well @kawaiiko, thanks for all your help. 

@Johnsonkirstie8, I appreciate you have taken the time to let us know your device is still having trouble setting up after following the troubleshooting steps above, please follow @kawaiiko's recommendations and if your device is still getting stuck while setting up, let us know so we can check this further. 

Thanks for your patience and understanding, we'll be waiting to hear from you. 

[PhitGoals]

Hi.  My Versa stopped syncing on 5/1.  After uninstalling/reinstalling the app, powering Versa on/off, turning phones bluetooth on/off, unpairing the Versa (all of the solutions I have found in the forums)...my phone and my Versa will not communicate.  My S9 is not finding the Versa bluetooth at all. I have had the Versa a little longer than the phone, but about a year for both...very frustrated.  Please help!

[SunsetRunner]

This may shead some light on why.

Subject: Re: Fitbit phone inquiry: Versa - Not Syncing - #301xxxxx

Hi Paul,

It's my pleasure assisting you over the phone regarding your Versa that is intermittently syncing.

As promised, we have updated your case so that the Versa specialist would know the current status of your Versa when it comes to syncing.

However, upon their further investigation, they were able to find out that the cause of the intermittent syncing of your Versa is due to on-going issue with Android 9.0 which can't be fixed even with a replacement watch.

Furthermore, it won't be necessary for you to do the troubleshooting steps anymore to get your watch working normally since it is related to the Android software itself and are now working to identify a resolution as quickly as possible. 

We're sorry for any trouble. We appreciate your patience and look forward to getting you back on track.

Please let us know if there's anything we can do to assist you in the meantime.

Sincerely,

Raphael B. and the Fitbit Team

[carenl]

Mine is doing the same. No data will sync between 5/1-5/5?? It’s syncing today, but seems to have lost data from several days???

[PhitGoals]

Raphael/Fitbit Team...not the answer I wanted to hear.  Please let me know when the Android 9.0 issue has been resolved.  Guess I'll just use it to track my workouts for the time being...pretty pricey pedometer.

[MarcoGFitbit]

Hello @PhitGoals, @SunsetRunner and @carenl I hope you're doing well, it's nice to see you around the Fitbit Community. 

@SunsetRunner I appreciate you have shared with us the response provided by our Support Team. At this moment, I'll make sure to forward the information you have provided about this situation to our development team as it will be helpful.

Once we have more to share with you, we'll make sure to post it here in the Official Forums. Thanks for your patience and understanding, have a great day. 

[ail0il0]

Update -  I am not on Android 9.0 (still using 8.1.0 and do not know if my current phone will even update to 9.0) anyhow, I narrowed my sync issue down to that it starts after I take it off the charger... i.e. I charged it last night and hasn't sunk since 11:57pm (last night).

[PhitGoals]

Hmm, I will test that theory tonight. Thanks.