Calls not working on Versa 4

[sj9891]

My Versa 4 has stopped displaying calls coming through. Up until the last couple of days, anytime someone called, it would display on my Versa 4. However, it no longer does this. I have checked all the settings on both the watch and phone and everything is as it should. I have also done a factory reset, repaired everything and turned on all relevant notifications but it still won't work. I have no idea why!? Text messages and emails are coming through fine as well as notifications of missed calls, just not the calls themselves. Any ideas why or what to do. 

[JuanFitbit]

@sj9891 , A warm welcome to the Community! Thank you for your message and efforts. 

Please verify if you have any app update available. If so try updating the Fitbit app and let someone call you to see if this helps. 
Make sure no other Bluetooth devices are connected to the phone or nearby (headphones, keyboards, etc.) ( for the best results).

According to your description I assume that you have read this: Why are notifications delayed or missing?

If the app update didn't help make sure that your phone is not on silent mode. This can prevent the messages to be forwarded to your phone. 

Please follow these steps; you may have already done some, but the order is important:

• Sync your Versa 4 with the Fitbit app
• Restart your Versa 4.
• On your phone, go to Settings > Bluetooth and remove all connections to the watch. (Forget, ignore, or unpair device depending on the phone's operating system version.)
• Turn Bluetooth off and then restart your phone.
• When your phone is back on, turn Bluetooth back on, but DO NOT attempt to connect to the Versa 4  from there.
• Go to the app. From there, try setting up the watch as a new device.

[sj9891]

Hi,

Thank you for your reply. Unfortunately I do not have any app updates available as it was not long ago updated. 

I have followed the process you have outlined but unfortunately it is still not ringing through on my watch even if the phone is not in silent mode. It used to ring through on the watch to show who was calling whether it was in silent mode or not but now I do not get anything, only a notification of a missed call. I am at complete loss as to why this has stopped when all other notifications still come through. 

[JuanFitbit]

@sj9891 , Thank you for your reply and further efforts. 

Please open the Fitbit App .
Tap on the devices icon (upper left corner ) > Versa 4 > Notifications > Call notifications. 

There should be a button to send a probe call. 

What happens when you press it?

Also on the phone go to settings> Apps >Fitbit . Make sure that the Fitbit App is allowed to run in the background. 
If you don't find the settings there try the battery usage by app option. Depending on the OS version it can be found there. 

[sj9891]

Thank you very much for replying again, your support with this is much appreciated. I have followed your further instructions and can confirm that the probe call works. It rings through to my watch and I can see on the display screen it calling. I have checked my settings and seen my permissions are set for the APP to run in the background. I have tried testing it again from an actual call but still unsuccessful in the call coming through to my watch!

Thank you

[JuanFitbit]

@sj9891 , Thank you for your reply and confirming that the probe call works. This indicates me that the connection between the app and the Versa 4 works. 

Please try the following : 

• Sync your Versa 4 with the Fitbit app. 
• Log out from the Fitbit app and delete it. (Don't worry all synced data will remain saved on your account.)
• Turn your phone off and on again . 
• Reinstall the Fitbit app and log in. 
• Check the setting for the notifications. Try again to tun the call notifications off .
• Restart the phone again (off/on) 
• Open the Fitbit app and setup the call notifications again. 

Here are the instructions, should you need them .How do I set up notifications?