Verse firmware update failing

[Timmwin]

I’ve been trying to get the firmWare update pushed but it continues to fail with a red x whether i use Bluetooth or WiFi. I’ve tried everything I’ve read to troubleshoot and I also called support. The guy from support walked me through a list of things to try and nothing worked. He then told me they were having problems and to try tomorrow (not sure why he didn’t know this when we started the call) So I’m just curious if they really are having issues or if it’s a defective unit.

Moderator edit: subject for clarity

[nikkodyb]

Hi!

Got my fitbit versa today. Started the setup, and it started to download an update. After over 30 minutes i got the red cross with a circle around many times, but it went back to updating. Suddenly the update stopped. I try to restart the update, but it douse not work. I restart both my phone, the versa, and try to reinstall the app. When i try to update it the next time it goes to 5% in the update before the red circle with the cross comes back. I am connected to the wifi, the versa is fully charged and i the phone is close to the versa. But it gives me the same message over and over. Update failed, try bluetooth. Nothing works! Im trying to factory reset it but since the setup is not done i cant do anything with the versa.

Need help!

[SunsetRunner]

Contact Customer Support.

[N8teGee]

You should be able to perform a factory reset by following the steps below. 

-On the watch, hold all three buttons for about twelve seconds. This will trigger the 2-button hardware restart after about eight seconds.

- When the Fitbit logo appears, then disappears, release the bottom right button, whilst continuing to hold the left and top right buttons until you feel a strong vibration. This indicates the factory reset was initiated.

- This process may take several seconds, and eventually, the Fitbit logo appears and the device boots and displays go to Fitbit.com/setup.

- If you fail to release the bottom right button in time or otherwise don't follow the procedure precisely, the Fitbit logo reappears quickly and boots without factory reset.

[nikkodyb]

Do you know what it cost to call that number? I am from Norway, and i dont want to get a surprise on my next phone bill

[SunsetRunner]

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@nikkodyb wrote:

Do you know what it cost to call that number? I am from Norway, and i dont want to get a surprise on my next phone bill

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I have no idea.  Why don't you use the Live Chat option which is free.

[N8teGee]

Is there no option for online chat? I realise it might not be available in all countries though. As for the price of the call, I couldn't tell you that. I know the UK support number is a free phone 0800 number, but I don't know if Norway will be the same. 

[nikkodyb]

After the third time i managed to do the factory reset, but still the same problem when i star the setup.

[VikBani]

Mine keeps doing this over and over again. I finally took it back after about 3 hours of fooling with it, got a new one, and it did the same thing. Taking it back today and getting the Iconic. I have never had problems with my fit bits before this.

[N8teGee]

You will need to go onto the fitbit app and remove the device from your account and then go into setup device again.

The data not cleared message seems to be a conflict as the device is still on the account. Once it's removed and set up again the message should go away. 

[tuxcomputers]

What is your current version of firmware and are you using the Android app?

[Timmwin]

Firmware is 32.3.0.14.

I've tried with Android and iOS. Same results. 

[tuxcomputers]

Yep, it seems anyone with 3.0.14 and Android cannot update the firmware on the Versa.

[GUNN4EVER]

same issue here.. just bought it today and it wont update. tired on 4 different devices, no results. im about to return it.

[tuxcomputers]

Two questions:

1. What is your current firmware version?
2. Are you using Android?

[GUNN4EVER]

also, i have tired it on iphone, android and it always get stuck at 10% on wifi and 6% on bluetooth then fail 2 times and stops.

[Timmwin]

Tux as I stated earlier. I've tried.in Android and iOS with the same results. So its not just affecting Android. 

[GUNN4EVER]

quick update, ive done a factory reset on the watch, uninstalled everything on the phone, and tried again, this time the first update seems to be going.. i will keep you updated.

[Timmwin]

Please do. Guy from support said they'd be working on the bug, maybe they got it fixed.

[tuxcomputers]

How did you do the factory reset?

I tried the 3 button press then release the bottom right but it doesn't work for me, I do not get a vibration from the Versa.