Versa won’t sync

[LauraMichelle86]

I’ve had my versa since Thursday, during the day my watch will work fine and sync with no issues. When I get up the following morning it will no longer sync, Bluetooth connection keeps dropping (only when trying to sync). I factory reset Friday morning and Saturday morning, spent over a hour each morning installing and setting the watch up again. I’ve spent longer trying to get my watch to work instead of using it. I’ve tried everything, phone on/off, Fitbit on/off, delete and reinstall app, Bluetooth on/off. Other than factory reset I can’t see anything else that works! Very upset and disappointed 

[SunsetRunner]

Ironic. Everyone seems to do this multiple times. I'm on Versa #2 after the first one stopped charging and syncing after about 5wks... and it got hot! But what did Fitbit do? Try and pawn off a reconditioned one on me as my replacement rather than a new one - despite it being new! And it took them almost 4 weeks between getting my old one back and attempting to send me a new one - it was faster to return the **ahem** thing altogether and order a brand new one than trust their warranty return/replace with a defective product! Now, 5wks into #2, it's stopped syncing again. I lost some 20,000 steps and sleep tracking this entire week. It stops tracking HR during my workouts. Frustrating. 

All I can say is use caution if they're going to issue a replacement - make sure you confirm it'll be new and not reconditioned! 

[Wendyvlierop]

I have send by Versa back to the retailer. Today I recieved a e-mail from Fitbit that i can send the VErsa to them for a new one. Hopefully the retailer will send me a new one. Keep the fingers crossed. 

[marteb68]

Hmmm. That is worth checking. I have been recharging the battery on my Flex 2 all along, so I'll try letting the battery die and see if that helps the Versa.

[Roseberry]

I deleted my other Fitbits also and it seems to be working much better.

[jvbednarski]

very helpful, this appeared to work for me.

[VFRMark]

A copy of the post i did in the ios section by mistake, as ios owners have the same problem and hundreds of dissatisfied customers there.

1st post after spending 6 hours trying to get Versa and fitbit app to work today.   Yesterday after 1st buying the watch and after 4 hours it synced, but it gave up today and i must admit I am a little depressed with the hundreds and hundreds of complaints about the same subject and the same solution being posted time and time again which does not work.  I have reboot my phone more times today than it has been rebooted in the last 6 months.

I bought the versa thinking a very simple upgrade as i have flex 2 which works very well and i can reconnect to now and it works with the app, but only after 4 hours yesterday including lots of soft resets, 2 hard resets and about 20 phone reboots it connected up.  but this afternoon its stopped syncing and the app gives an error of no bluetooth but it also will not connect to wifi and the watch says "WiFi off"

Phone is One Plus 5T 8Gb Ram, 128Gb memory, running 8.1.0 android.

Watch is Versa 32.32.10.15 and in watch settings it states "WiFi off" but theres no switch to change this.

So been following the suggestions in over 100 threads now and its very very sad that a business can get so many complaints about the same thing and basically not even admit that there is a problem,  customer service zero points so far and it was so simple to set up the flex 2 so it must be the versa.  To repeat I have never seen so many threads in any forum all complaining about the same thing and no one from the actual company doing anything about it.  really beyond belief.

So not sure the mods have any more suggestions i have not tried and it might have to be a rejection of the watch and just got back to my flex 2 or maybe another android device from a different company.

Mark 

update, deleted fitbit app and reinstalled but now app finds my versa and asks if this is correct thing to pair with but then times out and says bluetooth not working - how the hell does it find the watch if the bluetooth is not working!!   Never found a product so bad.  :(((((((

[Cnynurse]

We all are in the same boat right with you Mark. I finally went back to my old garmin and have no issues at all. Fitbit continues to say they are working on the problem - we just dont know what exactly that is. I have noticed that many have taken to social media FB discussing the issues with the versa. The only thing that fitbit is doing well is pissing people off. 

[VFRMark]

update, finally after 8 hours today i have it synced,  I did nothing new that i had not done 6 times before,  but this was the final fix

1) delete fitbit app

2) soft reboot of versa (left button and bottom right button in until you see fitbit logo)

3) remove all blue tooth connected items

4) switch off blue tooth

5) switch off wifi

5b) unpair versa from phone  (missed that one till proof reading)

6) reboot phone

7) install fit Bit app again (about 10th time and 6th time today)

😎 log in

9) restart blue tooth

10) wait 30 secs then restart wifi

11) connect versa  (if it takes more than 30 secs to find versa,  delete app and restart from 4),  i had to do this 3 times.

12) tap next across the help screens till you reach the end

13) another 30-40 mins and yippee its synced again 

But FITBIT  - this is not the way to retain customers and i suspect they are leaving you in droves,  no one at FITBIT has even admitted yet that they even have a problem despite hundreds if not thousands of posts about syncing issues across all platforms.  your mods are trying their best but you have a serious problem which you need to fix with a firmware update.   Personally I will never again buy a fitbit product as I have now wasted 14 hours of my life trying to make your product work.   You must must admit you have a problem and then put a fix in place.  This is just about the worst customer service i have seen in 30 years.

Mark

Cnynurse - if Fitbit will not listern then we must make them by posting everywhere about this problem especially in social media and Financial/share forums.  When Fit bit understands that they are losing customers by the hundreds of thousands then they just might listen to the customers complaints.

[VFRMark]

Ps during all these problems I could link back in and sync my flex2 with no problems at all.  I did this 3 times over the last 48 hours to prove all could work, so the problem is only with the software in the Versa or the versa dedicated part of the app 

[Farmlife29113]

VFRMark,

I also went through that restarting sequence on mine. It connected once and the next morning it was gone again. Tried to redo the sequence and it didn’t work, hence the replacement they sent. That one, the battery wouldn’t hold a charge. I am on day two of Versa 3. I just synced it and so far it is holding a charge and syncing when prompted. (Not on all day sync. No apps added or running). We will see what happens. 

[Cnynurse]

Mark, I could not agree more with you. I have already joined the masses hitting social media. I also noticed that the TV commercial for the Versa is no long airing. So just maybe someone is listening. 

[Elibetty]

This is the best post I've ever seen in this forum! Clap clap clap! I think you have told all that any of us wanted to say. I hope that someone will listen to you and will find a great solution for all the customers that are very frustrated!

[AlejandraFitbit]

Hi guys, I hope you are doing fine.

I appreciate all the feedback provided about this, it's great to hear that for some of you this issue has been resolved. For the ones that have returned their watches, if in the future there is some thing we can help you with, do not hesitate to post it.

Now, if you have already tried the instructions provided in the help article Why won't my Fitbit device sync? and keep experiencing this problem, I recommend getting in touch directly with our support team, for a faster response you can contact them via chat. I know they will be glad to help you.

See you around. 

[VFRMark]

Alas Farmlife your 100% right it dropped the link at 09:28 this morning and will no longer sync.

So it looks like Fitbit expects us to have to spend hours every night for a silly software issue where the app will not retain a bluetooth or wifi link.   The silly thing is the App is saying no wifi link but if I click on the shop in the app it opens up a browser and goes to the fitbit shop with no problems, but the app refuses to believe that it can see WiFi.

Fitbit -

Pretty sure you monitor these forums and if you do not you dam well should to understand customer feedback.

Why is there no admittance that there is even problem for hundreds or thousands of customer across all platforms and all phones to fix a problem you first have to admit that it exists and so far Fitbit you are refusing to accept that any problem exists.

Moderator edit: all-caps

[wtteoh]

Thank VFRMark for the troubleshooting step, I did everything I can, but still my versa is not working after a week I bought it.

I have been using FItbit for 4 years, bought the Versa last week, it is my 3rd device (the other two are in good condition and I gave to my sisters). I am not able to sync it since Tuesday, very frustrating and I had spent more than 8 hours within these few days trying every single method. It is not working. I am giving up, will return it.

To the Fitbit company: please do not launch a product that you still trying to figure out the problem. The device supposed to give customer conveniences, not trouble. It is not the good way to retain customer.

[VFRMark]

update for the day so far,  watch lost sync at 09:28 this morning and could not get it to relink all day. 

So late this afternoon I took up the support option via the web chat and had a nice 90 min session with Eddy (seems a nice guy)  we did the following:-

Check the phone's Bluetooth settings, if the Versa is paired, please remove it by selecting Forget or Forget this device.
Turn off the Bluetooth and keep it off.
Force quit the Fitbit app:
* Go to phone's settings.
* Search Applications Manager.
* Search the Fitbit app and stop it.
Restart the phone.
Now please restart your Versa:
1. Press and hold the 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.  (ie when logo appears)
Now please turn on the Bluetooth, open the Fitbit app and sync:
1. From the Fitbit app dashboard, tap the Account icon.
2. Tap your device tile.
3. Tap the arrows next to Sync Now.
Me:  No arrows next to sync now just a red circle with an explanation mark
Me:  ok done it twice and still got the red circle not the arrows

After which it was still not working and I forwarded screen shots showing the red circle and a photo of the Versa screen showing that wifi was off in the watch settings (under about > WiFi it say "WiFi off")

So now waiting an "expert" to contact me by email giving a suggested way forward, but firmly of the opinion that its a WiFi connection problem with Versa because Versa watch says "WiFi off"  and if Iunpair versa and pair my old flex 2 it works perfectly.  

So thats my update and will now have to spend a couple of hours doing a fresh reinstall again!!  hopefully an "expert" can understand why versa has wifi switched off.

[Gottfrid]

I cannot restart my versa as described with the left back key. When I press that key my Master card shows up as this key is used for payment with the clock. Is there an another key to press to restart versa? 

[Krisheyvaert]

Keep left button AND right bottom button pressed in for about 10secs

[VFRMark]

Keep left button AND right bottom button pressed in for about 10secs untill you see the fitbit logo appear and then release.  

I do not have card yet, this was one of the main non fitness reasons to buy it and then i found it does not work with any of the top 10 bank in the UK (maybe santander)!!  So if bank card always comes up try pressing botton right button a fraction before the left one and suspect taht will work.

[Krisheyvaert]

just for your info: Mac adress has nothing to see with a Mac 😉

The Media Access Control address is a 48-bit or 64-bit address associated with a network adapter.

A MAC address is given to a network adapter when it is manufactured. It is hardwired or hard-coded onto your computer's network interface card (NIC) and is unique to it

it is just a sort of identity card of the networkadapter in your versa. every device wich has an networkport or wifi antenna has one or maybe even several macadresses as each port/antenna wich gets you on a network/the internet has one...
It is a sort of serialnumber for networkdevices