Versa won't install clock faces - Latest update is needed

[Jstrys]

So I just got my Versa and it's the first one not a 2 or a lite, it's just the og versa. I want to change the watch face but when I do it says "to install this, make sure your fitbit device and your fitbit app have the latest update". So I check them both for updates and they're both up to date. Am I just not able to change my watch face on the Versa? I've restarted my phone and my watch, reconnected Bluetooth, wifi, unpaired and repaired... Everything. It says it's up to date on my app. 

Moderator Edit: Clarified subject

[RicardoFitbit]

Hi @Jstrys, welcome to the Community Forums.

Thanks for bringing this to our attention and for trying some troubleshooting steps before posting over here. I recommend you to learn more about how to update the firmware version of your Fitbit device with the information that's specified on this help article. Then, please move forward to the troubleshooting steps that are specified on: Why can't I update my Fitbit device? and let me know how it goes.

Please keep me posted.

[Jstrys]

Yeah I've gone through all of the articles. My fitbit doesn't think it needs an update so it won't update. I've even manually checked for updates and it insists it's up to date. 

[RicardoFitbit]

Thanks for your speedy reply @Jstrys.

I appreciate the details that were shared with me. To better assist you with this, can you please let me know which phone are you using with your Versa? When was the first time you experienced this issue and how many times since then? Is this occurring with all the available clock faces (including Fitbit original clock faces) or with specific ones? Do you experience the same issue while trying to install an app like Spotify? 

Looking forward to your reply. 

[Jstrys]

I'm using an Honor idk what model. It does it with both Fitbit original faces and also community made ones. Some of them let me download them but won't let me customize them, and by that I mean it won't show any modifications I make in the app. 

[Jstrys]

I just learned from another forum regarding another issue that I will probably have to replace it since it appears to have some defects, which sucks cuz it was a gift and I don't have any warranty information on it and don't actually have the money to replace it. The defects might be why it isn't working. 

[RicardoFitbit]

Your update is appreciated @Jstrys.

Thanks for taking the time to share your thoughts and experience with me. I don't believe a replacement process will resolve this issue because it seems that the issue itself is with the app and not your Versa. That being said, please try the following steps and:

1. Force quit the Fitbit app.
2. Uninstall the app from your mobile device.
3. Make sure that the Android version is up to date.
4. Reboot your mobile device.
5. Reinstall the Fitbit app.
6. Login using your account credentials.

If so, please try with a different mobile device and let me know if the issue persists.

Looking forward to your reply.

[Jstrys]

I'm downloading it on my iPad now. Do you think this will make the fitbit stop scrolling and selecting things by itself? 

[RicardoFitbit]

Thanks for your reply @Jstrys.

Please let me know if the issue persists with your iPad so I can further investigate. I was unaware that you were experiencing that issue too, can you please elaborate? Is your Versa randomly scrolling though all the menus? How many times you experience this? In the meantime I receive your answers, please restart your device and let me know if this specific issue persists. 

I'll be around waiting for your reply.

[Jstrys]

The iPad fixed the customization issue, thank you. However the scrolling continues. When I look at my watch, it will attempt to scroll between screens by itself and click on the icons and mess with settings. Sometimes I look down and it's just on and clicking on stuff like going into the music app and starting workouts and whatnot. It seems to just completely have a mind of its own, making it difficult to do things like put in my pin, as it will start pressing random numbers and getting the combination incorrect. It loves to start my timer for me on sprinting workouts, even when I'm just sitting down not even using it. Someone in another forum said theirs did the same and they ended up buying a new one because theirs turned out to be defective. That seems unfair to me that you may have to buy another $130 piece of equipment because your happens to have a defect. 

[RicardoFitbit]

I'm happy to know that the clock face issue was resolved @Jstrys, thanks again for your reply.

I understand how frustrating this situation can be for you, certainly, the touchscreen of your Versa is not working as the way it was designed. That being said, let me share with you that our Customer Support team was contacted on your behalf to provide you further assistance with the difficulties you're currently experiencing. Please keep an eye on your email inbox because they'll be in touch with you pretty soon. 

In the meantime they contact you, let me know if you have any additional questions.