Versa wont sync or connect

[Faybellineb]

My Versa has been struggling to sync to my app since updating. I noticed the time is not always right, on a morning, it is at least an hour or two behind the actual time, until I manage to sync (although this has meant me playing around switching Bluetooth off and on etc) now it won't sync at all, so I unpaired it and it will now not connect again, although my phone 'finds' the versa, it keeps failing to connect.

[Faybellineb]

I have now restarted my versa, and my phone can't even find it through Bluetooth. Have uninstall the app on my phone and reinstalled and it keeps telling me to power on my fitbit. It is plugged in to the charger, and over 90% power and turned on.

[Guy_]

Okay, let check your current status to see whats the problem

What phone do you have?

What is your app version?

In the phone Fitbit App

Click on profile photo [top left]

Help & Support

App Version at the top

And what is your watch version?

In the phone Fitbit App

Click on profile photo [top left]

Device photo [middle left]

Firmware Version at the top

[Faybellineb]

I have a Samsung S20 plus, app version 3.37.1 watch version 32.72.1.9

I managed to connect it again, but syncing is still a problem 

[Guy_]

Thanks, thats great, you are all up to date.

When you say connect, does that mean you see your steps in the App but sometimes the syncing disconnects?

If so try this remedy.

On the phone check battery optimizations [the options may be different in your version]

• First go to Settings > Apps & Notification > Special app access
• Click on Battery optimization
• Now press the drop down menu [...] and select “All Apps”
• Click on Bluetooth and then select “Don’t optimize”
• Same with Fitbit
• Next go to Settings > Apps  > Fitbit > Storage
• Clear cache [not data]

That should keep the App running and it should stay connected better.

[Faybellineb]

No it won't show my steps in the app. I unpaired it and it wouldn't find my Versa for a while, but after several attempts it did, so it is paired again that's what I meant by connecting.

When I try to sync, I get a message saying unable to sync, and a button to fix that takes me through various steps like unpaired my versa from the phone. 

It is managing to sync intermittently, but a lot of the time I am getting the cannot sync message.

[Guy_]

Thanks

The problem perhaps is that your phone is too new. Fitbit will tell you its not on the compatible phone list.

So things are a bit trial and error, though if it was working fine before the last update to the App or the Firmware it is more likely a bug.

It seems that there are other people with similar issues. And its possible Fitbit recognize its a fault.

In the meantime we shall look for things that can make it work better.

One case that helped was turning off the watch for 10 minutes, it seemed to connect better.

There is a simple Sync repair procedure which might help in syncing and pairing you could try to see if works when its a problem and give feedback.

[Faybellineb]

I am still having issues after trying these, my Versa is showing the wrong time at present - about 4 minutes slow. It was correct earlier when it did manage to sync but seems to slow down so the time us also out of sync, which I don't really understand why it would 🤷‍:female_sign:

[Guy_]

Good that you got it syncing.

Its not normal for it to lose that amount of time.

Do you have a special watch face?

If you don't mind, as you have this rare and special case, can you please do 3 tests.

First, In the Fitbit app pull down to do a refresh, and note if that fixes the watch time when the sync is complete.

Second, do a sync on the device page and see if it sets the watch time right

In the phone Fitbit App

Click on profile photo [top left]

Device photo [middle left]

Sync - Try refresh by touching circle

it should say "a moment ago"

Lastly, restart the watch and then do a sync, I suspect only this will set the watch time right and it would be jolly useful to know.

Look forward to your findings.

Thanks

[Faybellineb]

I don't have a special watch face. I have a standard one that is a fitbit created face.

I am unable to sync still, so cannot say if that will fix the time issue. I assume it will, as when I woke up this morning, my watch said 5.43am when it was actually 6.54am and when I managed to sync it, the watch was then correct.

The problem is it is only syncing intermittently, it has been over 2 hours now since I have been able to sync, so the time lag on my watch seems to increase until it is able to sync.

[Guy_]

Thanks did you apply the fix previously posted for battery optimizations?

[Faybellineb]

Yes I have done this and it is still not syncing. I have tried shutting the phone down for 10 minutes, and this also didn't work.

[Guy_]

It now seems like this is a common issue. Possibly due to the recent update, as it was working before.

In which case its probably best to inform Fitbit Support directly. They may be able to help you.