Versa won’t sync, gets stuck and overcounts steps

[marteb68]

I've been having problems with my Versa since not long after I bought it. The clock stops at random intervals. Sometimes it takes me multiple tries to get it to sync. I have tried all the usual fixes, like restarting, resetting and trying to sync manually. Sometimes it works, sometimes it doesn't. This week it stopped syncing on Thursday afternoon and I decided to just let it sit to see what would happen. Monday morning it's still trying to sync with no luck. I restarted the phone, reset the Versa, tried again, no dice. Talked with live chat, and the person was very pleasant but could only suggest things I've already tried.

I also noticed that I was "gifted" with WAY more steps than I'd actually taken. A day when it was too hot to move and I mostly just sat around in my office, I got 4000 steps? Holy smokes.

I wish I had looked here first. 400 messages about the problem going back months! When my Charge had issues that they knew about (a software update broke it, basically) they kindly sent me a new one. This issue is clearly affecting a LOT of Versa owners and I couldn't find any real solutions from Fitbit.

I like the Versa a lot, but I'm about to delete it from the app and dashboard and go back to using my Flex 2, which didn't have a lot of notifications but never failed me.

Moderator edit: updated subject for clarity

[AlvaroFitbit]

@marteb68 Welcome to the Fitbit Community! I hope you're doing well! Sorry to hear that your Versa isn't syncing and that it is overcounting steps. For the syncing issues check that your phone is compatible. Go to its bluetooth settings and remove all devices listed there (not only the Versa but all the devices there). Restart the phone and restart the Versa again by doing the following:

1.- Press and hold the back (left) and bottom buttons until you see the Fitbit logo on the screen. This should take less than 10 seconds.
2.- Let go of the buttons.
3.- If your Fitbit watch doesn't work normally, use the instructions in How do I turn off my Fitbit device? to turn your watch off and on again. 

After this reopen the app and try to sync. If the issue persist try a factory reset by going to settings > about > factory reset.

Regarding the steps your Versa uses its accelerometer to detect movement and will translate said movement to steps. There are cases in which the Versa will count steps even if you aren't walking. For example while burping a baby, playing the drums or clapping. You can negate these steps by logging a driving activity.

Let me know how it goes!

[marteb68]

Sighhhhh.....  I have done all that, and more. You should read my replies in the original thread.

Once again: There is a serious problem with the Versa and all these messages confirm that. Instead of putting the burden of fixing the problem on the owners, Fitbit should step up and FIX THE PROBLEM once and for all.