"Unable to connect to Versa 2" error message

[zcherryz]

Hi I just got my new versa 2 watch and have been trying to change the clock faces. However once I click on a clock face in the clock face library, it won't load and this error comes up “unable to connect to versa 2. error connecting with Versa 2.”

I've already restarted both my phone and the watch and have re-synced my watch again but it still doesn't work. Other than the clockface issue, my watch works fine, I can successfully sync it to my phone with no problems. I am using the huawei mate 20 pro.

Moderator edit: updated subject for clarity

[JuanJoFitbit]

Hi @zcherryz, welcome to our Fitbit Community. I'm sorry to hear that your Versa 2 shows a "Unable to connect to Versa 2" error message. I totally understand how you feel about this and I appreciate the time spent trying to get this issue resolved before contacting our forums.

Please try a factory reset. To do so on your device, follow the steps below:

1. Hold the back button for about 8 seconds. 
2. When the Fitbit logo disappears:

• Release the button briefly (for less than 2 seconds). 
• Hold the button again until they feel a second, longer vibration, which indicates they initiated the factory reset.

After this, try changing the clock face again and see if the issue gets fixed.

Keep me posted on the outcome.

[zcherryz]

I have tried what you said but got an error saying "data not cleared, sync and try again" and couldn't use my watch at all. So I removed my watch from the app and added it back in again. That worked but now I still cannot fix the clockface issue. Im wondering if its the installation of the update that causes this, cause whenever I get to the 3rd step of the update I seem to get an issue there? So my watch is never updated properly?

[zcherryz]

Hello Juanjo, I still can't change my clock face after your instructions. Please let me know how to fix this! Thank you