Versa stops syncing

[MissSirle]

Hello,

I have been with Fitbit from December 2016 at first with Charge 2 but then I upgraded to Versa. I was loving it at first, but I have swapped my Versa now 3 times, each time the story starts the same.

Firstly I experience some syncing lags for a couple of days, this time I also noticed that the distance tracker when I was out running was off (1km showed actually at the 1.5km mark) and GPS did not seem to get accurate feedback - then again it was able to connect and rest of the distance seemed more or less fine. Now finally, last night it synced 1am and has not been able to fully sync since. In the morning it synced partially, getting only my 500+ steps, but no sleep or heart rate. What also alarms me each time (because Versa can be used fine without syncing in everyday life) is that the time falls behind on Versa. Right now it is 20 minutes off, but with each device restart it falls even further - this means I am not even able to use the alarms on the watch. 

I try to remove and add again, but with no luck as even if I get the tracker added again, it loses its network connectivity over time - sometimes already in like 5 minutes after adding again. So all in all it seems like a lot of pain.

Last time I got my Versa swapped out in September, which I am grateful for, however it was swapped in June before that. I do not think a 3 month-life for such a pricey product seems accurate. I have also sent an email to Customer Support and I am hoping for them to get back to me soon.

Is there anyone else here, who has swapped out their device many times and have you finally gotten a device that lasts for a longer period?

P.S - As I have experienced this before, I have already tried all sorts of troubleshooting options and I have made sure I have chosen all the right things on my Huawei to keep it connected to Versa at all times. I did use the combo for nearly 8 months successfully, until it just did not connect all of a sudden.

[NellyG · Accepted solution]

Hi @MissSirle  What phone are you using? Is it on the Supported Devices List  ? Devices which are not supported often turn from devices that work well with Fitbits to monsters when there is an update to the tracker or phone. Im wondering if this is your problem. My Versa has always synced well with my phone (a supported Samsung) as has my Versa 2. It is not a general problem with Versas as there are not that many reports considering the number sold.

[MissSirle]

Hello! 

Thank you for your reply. Since October 2019 I have a Huawei P30 Pro, which is on the list. As it is now the 4th time this has happened I am starting to reconsider my luck.. 

[NellyG]

Yes, it is on the list. Id suggest you contact Support and ask them about it.

Fitbit Support  

[MissSirle]

I have sent them 2 emails now, but have not received any responses. 

Funny thing is, the watch has been able to sync properly from like lunch time - yesterday it was not able to sync my sleep, even though it was on at night - gave me an update like I hadn't slept, which is weird. 

The connectivity seems to be fading and I have seen this before on my previous devices... This morning I discover again that the time on the clock is behind by 10 minutes and it hasn't synced since 23.37 last night. It's the second night in a row now and I am not able to sync in the morning. Again. 

Eventually it will not be able to connect at all. 

Yesterday I tried removing the device from the app and adding it back on (I have already done the full factory reset once) and it took hours before it successfully located and connected with the watch. 

I am really starting to give up on this Versa. Maybe other models are better and do not have such issues. Wonder if anyone has had that problem with Versa 2.

[strawberryqueen]

YES  totally disgusted.     I started a new thread today before i found this one.   I have had the same intermittent problems lately and now 24 hrs since it will sync.     totally supported phone and have had for more than 6 months without issue.   now everything is screwed up on both this and my husband new Charge 4.   FITBIT should be ashamed of itself.   time for a social media blitz on their inept customer service when issues occur.    

[Cybdiver]

It's not the device that's the problem it's the firmware update.  Each time there is a firmware update there is a slew of new problems.  I would say they are viruses not updates.   I've now got the problem of intermittent connectivity to my Windows 10.   I used to be able to connect to 4 devices.  Laptop, desktop, iPad, and Android phone and was able to switch back and forth without any problems.  Then came the "Firmware Updates" or a/k/a Fitbit Viruses.   And if all the complaints could be compiled you would see they are directly tied to the release of these so called updates.  Right now I'm trying to access my FB with my laptop.  It says the Versa is connected on Bluetooth but go into the fitbit app and it says "Looking for Device".  This problem only started after the most recent update also known as the virus release.  A myriad of problems Fitbit refuses to acknowledge.

[GoodTexan]

I have this same problem now.  I did a firmware update a few days ago.  My iPhone says looking for device, then no device found.