new Fitbit Versa 2 - losing sync several times a day

[Dagonfel]

Hello,

I've had the Fitbit Versa for a year now, worked great and rarely had issues with it. My wife just bought me the Versa 2 for my birthday. I lose connectivity with it several times a day. Typically my phone and watch are with me all day, so I'm not sure why the connection keeps dropping. I've read a bunch of posts of people having similar issues, but no real resolution.

I tend to notice I've lost connectivity when my phone vibrates with an email or text but nothing happens on my watch. I'll hold the Alexa button down and 5 seconds later it will tell me the connection is lost. I'll go into the Fitbit app, try dragging the screen down for a refresh, but it will spin its wheels for days and not find anything. This just leads to closing the app, opening it up again, then it will eventually find the watch. Everything works well for an hour or so, and typically drops the connection again.

I'm running this on my Samsung Galaxy S10+. I had a galaxy s7 edge a few months ago before upgrading phones. The versa I had synced with both phones never had this issue. I made sure the app is up to date, currently on version 3.11 (20243448). Happens regardless of watch battery percent remaining, could be full or 25% left, still happens. I also tried removing my watch as a synced device and added it back again.

Moderator edit: format

[Dagonfel]

I called into support last night and performed the following actions. My watch gas remained synced for over 12 hours now with no issues.

Went into bluetooth settings on phone and unsynced watch. Held watch button down for 10 seconds to power cycle it. When watch powered up, resynced via fitbit app. Went to notification settings disabled all notifications. Manually entered all notifications I wanted turned back on, individually, not enable all notifications option. Toggled all day sync option from on to off, and on again after 5 seconds. Restarted the phone.

After all of those steps, it appears to be working normally. Will continue to monitor.

[Dagonfel]

I checked the notifications section just after my last reply, there was an error saying notifications wasnt working and I had to restart my phone. After the restart, everything worked for about an hour and the issue returned of not being synced again.

I called support again, got a new agent and gave my last ticket number. I explained the new information which he was able to use to identify a known issue with the fitbit app on android and the notification centre losing connectivity with the versa 2. My ticket number was being added to the master ticket, but no time to resolution was able to be provided. I wasnt able to get a time for when this master ticket was created either.

This issue could have been in place since the release of the watch, and could last for months or a year later down the road. No one can say really. The primary reason I got this watch is to get notifications on it from my cell. If it cant do that efficiently, then there is no point in having it. My old versa works great, and I will be switching back to it. The agent told me there isnt anything that fitbit can do since its primarily an issue with the app, so refunds or a new watch was out of the question. I called the store where the watch was purchased and explained the dilemma. They understood and said they will return the watch as defective.

The watch works great though, just the main functionality of it doesn't work well and there isnt much else that can be done. With no possible resolution time I'm forced to return it before the 2 month return policy becomes void and I'm potentially left with a $300 watch that doesnt work well with the Fitbit app.

If there is a mod looking at my posts, maybe you could do some digging on when this known issue will be resolved roughly. I understand exact dates cant be given. But if it's in a month vs 6 months, it might make me reconsider returning it as defective, and in turn returning it to your company from that retailer.

Thank you!