Versa stuck on installing

[Ishrogh]

 Downloaded software for Versa. While it was installing, the process froze. I have done the following to remedy the situation: turned Versa on and off, erased and re-loaded fitbit software on iPhone,   Turn phone on and off. Removed versa from Bluetooth discoverable list. No longer discoverable.  Disconnected all other Bluetooth devices from Phone. Nothing works because every time I turn watch back on again it returns the frozen installing state (loading bar still on screen) Can’t get help from Fitbit. Any suggestions? Is it possible to reset the Versa to factory settings using the buttons on the sides?

UPADTE April 21/18

  So my latest Versa works fine...so far.  Did a FIIIT workout today and the watch handled it admirably. Fitbit pay works well, but so far in Canada, only the Royal Bank is on-board -- you can only store a credit card, not a debit card. The biggest pain has been replacing the watch strap, but it's a minor quibble.  Will update as necessary.

[MarcoGFitbit]

Hello @Neicolec, @nuk19539 and @kmcmenomey, thanks for joining the Fitbit Community, it's great to have you on board. 

Thanks for bringing this to my attention. If your Versa is still having trouble setting up, please try the following:

1. Turn off Bluetooth on your phone; wait 10 seconds, and then turn it back on.
2. Make sure you have a strong WiFi signal and that there are no other Bluetooth devices around that might interfere with the setup process.
3. Restart your Versa by pressing and holding the Back and Select buttons (left and bottom right) until you see the Fitbit logo on the screen, then try to set up again.
4. If you can't set up after a restart, reboot your phone or tablet and try to set up again.
5. If you can't set up after the reboot, remove all other Fitbit devices from your account and from the list of connected Bluetooth devices on your phone or tablet and try to set up the Versa one more time. 

Now, before you begin the firmware update, make sure your watch is plugged into the charger and in range of your Wi-Fi network during the update. For best results, use your home or work Wi-Fi network. If you've never connected your watch to WiFi, see How do I connect my Fitbit watch to Wi-Fi?. If your Versa is having trouble updating with WiFi, please try the following:

1. Make sure your watch is connected to the Wi-Fi network you want to use. 
2. Move your watch closer to your router.
3. Make sure your router is connected to the internet. 
4. Restart your watch by holding the back (left) and bottom buttons until you see the Fitbit logo.
5. Try again to update your watch.

If the update fails, restart your mobile device and try to update again. If your Versa can't update over WiFi follow the on-screen instructions in the Fitbit app to update your watch over Bluetooth instead. Note that firmware updates over Bluetooth may take significantly longer to complete. If the Versa is having trouble updating through Bluetooth try the following:

1. Try turning Bluetooth on and off on your phone.
2. Restart your watch by holding the back (left) and bottom buttons until you see the Fitbit logo.
3. Try again to update your watch.
4. Restart your mobile device and try to update again.

I hope this can be helpful, give it a try and keep me posted in case you need anything else. 

[Ishrogh]

On the positive side, my Fitbit I ordered through Amazon installed without a problem.  Yeah!  But the  next problem is entirely mine.  I had read in a review that Fitbit Pay NFC was available on the Classic or Standard edition in Canada.  That's not the case.  Since that feature is important to me as the person who does all of the household shopping, I'm returning the Versa to Amazon and ordered the Charcoal Woven Special Edition from Fitbit for overnight delivery.  Update to to follow. I will persevere!

[Bobled]

For those of you having connection issues.  Try using your phone as a WiFi hot spot.  Connect your versa to that WiFi signal.  And make sure it’s on the charger.  That worked for me. 

[AlliefromAlamed]

I am so frustrated and nearing returning this thing because set-up is going nowhere.  Are there any videos available that anyone finds helpful!

[professor-rage]

I had the same issue. I then uninstalled the Fitbit app on my Android phone, reinstalled and went through the setup process again. It worked the second time. 

[SunsetRunner]

Hi. I tried all this. It froze on the update screen. So upsetting. Not sure what to do now.

[professor-rage]

Try doing the initial setup using a friend's or family member's phone.

[SunsetRunner]

@professor-rage My problem now is that the Fitbit versa screen is frozen and no devices pick up a Bluetooth signal. I’ve contacted Fitbit and hope they have a solution.

[SunsetRunner]

@Ishrogh I have the exact same problem. I bought my Fitbit yesterday and its stuck at this exact spot in your picture. No one has answers. I've tried everything and just hoping the store takes it back.

[RobertoME]

Hi there Versa friends, my apologies for the late response and for the troubles to update your Firmware version. I saw some of you have mentioned certain requirement to update the tracker.

Before updating the firmware, make sure is connected to Wi-Fi. By connecting your tracker to the Charging cable it will automatically connect to the WiFi network previously configured in the Versa. I recommend always to use Wi-Fi to update the firmware. Using Bluetooth, or Bluetooth Low Energy (Bluetooth LE), to update the firmware it can take longer to complete the process.

Now for more details about WiFi requirements, I recommend to review this help article: Which types of Wi-Fi networks can my Fitbit watch connect to?

See you later.

[justin.]

For a new device in this day in age, there is problems. On my router there is a 5 and 2.4 band. My 5 band SSID is hidden. Versa will not connect to a 5 gig network, so had to change my Moto G5 plus to the 2.4 gig band. Opened the Fitbit app and removed the Zip, then started adding the Versa. Took quite awhile, and hung up at the very end. I also have an iPhone 7 for work, and when I opened the app on the phone it automatically finished, while the android phone was still hung up. Now that is is up and going, it is working ok with the iPhone, but constant syncing issues with the android phone. Realized it will not connect with both because of notifications, I turned off that feature but still it refuses to sync with the android phone. Also, I have a Windows 10 computer with bluetooth built in - will not see the Versa. Turned off the bluetooth on the computer and used the dongle I had with the Zip - will not see the Versa. Cannot get music on the Versa because it will only sync via bluetooth to the iPhone. This is a lot more trouble than its worth to be honest, and should be easier to set up.....

[AryaSpark]

I was unable to update using my own Android's hotspot, but it finally worked when I connected to a friend's iPhone's hotspot.

Not sure if it's an Android vs iPhone thing, but bottom line is I am dependent on other people to maintain and use all the features of the product, which is the reason I'm returning it.  (With regret because it's a slick watch.  But I dropped a lot of money on a product with functionality that I can't actually use without assistance - the music downloads, Fitbit labs - and wasn't aware at point of purchase that replying to messages isn't a live feature yet.)

[Catshaz]

Having same isssue, have tried all recommendations. This is bs. Not happy Jan.

[kenkeyessr]

How to fix the Versa sMART watch.

Return it.

No more sync issues, No more can't sync with a Pixel 2 XL phone. No more pissed off wasting $$$ on a piece of undeveloped crap.

The End.

[AngM77]

Have they continued to ask you for pix and videos about how you are trying to update etc?

Angela Melton

[justin.]

Reset to default on Versa, removed from Fitbit account and deleted apps from both phones. Tried the hotspot way with the Android, went a little faster and completed. But when I went to change watch face or anything it needed the hotspot connection back...

[kenkeyessr]

---

@AngM77 wrote:
Have they continued to ask you for pix and videos about how you are trying to update etc?

Angela Melton

---

With Amazon returns are a breeze.

Does their return warranty state you must provide pix & Video? NO ! 

Tell them to pix this.

Then again your most likely a very nice person unlike myself.

[Justeenerie]

Done it a million times. I've read all of these forums and done everything And still isn't working. 

[MarcoGFitbit]

Hello @AlliefromAlamed, @professor-rage and @SunsetRunner, I hope you're doing well, thanks for joining the conversation and the Fitbit Community!

@professor-rage, I'm very glad your issue has now been resolved after uninstalling and reinstalling the app. 

@SunsetRunner, I appreciate you have tried the troubleshooting steps I've provided earlier. As you have created a case with our Support Team, they will contact you with more information, please keep troubleshooting with them, I'm sure they will provide you a resolution. 

@AlliefromAlamed, thanks again for your patience and working through these troubleshooting steps. I’ve reached the limits of what I can do for you here on the public community forums, so I've contacted our Support team on your behalf to look into this issue further and provide you with some options. Please keep an eye on your email inbox for further instructions.

In case you need anything else, please feel free to reply as well. Happy stepping. 

[Beckybrit]

I have had to reset my versa several times due to sync issues this weekend, and still now, and it will continue, as the sync is not working so set up won't either. It will only work if each system is connecting and if it can't register it won't sync etc.