New Versa 4 won't connect to any of my phones

[MykolaMurha]

Hello

The story started over a month ago.

My Versa 1s stopped syncing. I deleted them and tried to add them again, but I got the message "Something went wrong". The device appears in the list, but it is impossible to sync anything from the phone. The device itself hangs in the Connecting status. I talked to Google Support for a long time and nothing was solved. I came to the conclusion that the problem was with the watch. Today my wife gave me a new Versa 4 for my birthday. I tried to connect them, and I couldn't imagine a more disappointing experience. They behave the same way. I tried changing devices, and nothing works; This is a disaster!

Samsung S20FE and Sony Xperia 5 Mark 2, Fitbib APP deleted and reinstalled.

Moderator Edit: Clarified subject

[Magazine]

Same issue with my fitbit … I will reinstall everything and it still goes to the red X

[MarreFitbit]

Hi there, @MykolaMurha. Welcome to the Fitbit Community Forums. Thanks for bringing this to my attention and for the troubleshooting steps you've tried. I'm sorry to hear that you have been having issues with your Fitbit devices. I understand your concern, I will do my best to help you with this!

As a first approach, I'd recommend checking if your mobile device meets the requirements to properly operate with your Fitbit device. For more information, see Fitbit Compatible Devices.

Please also make sure you've tried all troubleshooting steps provided here Why can't I set up my Fitbit device?

@Magazine Welcome on board! I'm sorry to hear that your Versa 4 is stuck on the red X. Thanks for already trying to solve the issue prior to posting here. I will do my best to help you with this! 

If you haven't done so yet, would you mind trying to sync? To do so, please try to manually sync your Versa 4 by tapping your profile picture >  your device image > Sync Now.  By doing this, a firmware update banner should appear.

If Sync Now doesn’t show an update banner, please tap your profile picture > your device image > Gallery. The app should show a popup to install the missing apps to install the missing apps and recover the device. If the firmware update banner does not show, press and hold the side button for 10 seconds until the Fitbit logo appears on the screen, then release the button. For more information please visit How do I restart my Fitbit device?

If none of the above works, please try a manual factory reset: Press and hold the button for about 8 seconds until the screen turns off and vibrates. When you feel the vibration, release the button, then immediately press and hold the button again. Wait for the Fitbit logo to appear, then as soon as the logo disappears, release the button, then press and hold the button again. When you feel the vibration, release the button, then wait for the watch to complete the factory reset.

[MykolaMurha]

Hello. Thank you for your reply. Yes I do all that steps when I try fix Versa issue with google support guy, and I repeat all this steps with Versa 4. Symptoms the same. Versa 4 is virgin new, from the box.
I try the two other Android devices.

On Samsung F20FE I have Android 13
On Sony Xperia Android 12
Also I try on OUKITEL RT7 Android 13, same error

My friend, Android Developer, try to read logs from Sony Xperia, and found exceptions in logs. May be thats canhelp you for support:

Failed to get service from broker. 
                                                                                                    java.lang.SecurityException: Unknown calling package name 'com.google.android.gms'.

Error calling updateRemoteSyncConfigIfNeeded()
                                                                                                    com.fitbit.fbcomms.metrics.tracker.ResourceResponseException: Response from device not OK [Response code] ResponseCode(responseClass=4, detail=1)
                                                                                                    	at com.fitbit.goldengate.CoapResponseUtils.getResourceResponseException(PG:53)
                                                                                                    	at com.fitbit.goldengate.CoapResponseUtils.getResourceResponseException$default(PG:6)
                                                                                                    	at com.fitbit.goldengate.CoapResponseUtils.assertOkFor(PG:83)
                                                                                                    	at com.fitbit.goldengate.sync.CoapSyncConfigResource.getSyncConfig$lambda$0(PG:6)
                                                                                                    	at com.fitbit.goldengate.sync.CoapSyncConfigResource.$r8$lambda$m5r6pB93_glAm99X4KYP3s29ywg(PG:1)
                                                                                                    	at com.fitbit.goldengate.sync.CoapSyncConfigResource$$ExternalSyntheticLambda15.invoke(PG:3)
                                                                                                    	at com.fitbit.goldengate.sync.CoapSyncConfigResource.getSyncConfig$lambda$1(PG:1)
                                                                                                    	at com.fitbit.goldengate.sync.CoapSyncConfigResource.$r8$lambda$iY_yaAQ15CppcnC_qihWa-TRYtQ(PG:1)
                                                                                                  	at com.fitbit.goldengate.sync.CoapSyncConfigResource$$ExternalSyntheticLambda16.accept(PG:3)

Thank you.

---

So, I also tried on IPhone 14 Pro. Same result. "Connecting..." on the watch screen, and error on phone.

[Magazine]

Who csn we get in contact with to find out if this isdue will be resolved or if Fitbit is hoing to have alot of cusyunhappy

[MykolaMurha]

Please tell me, are there any technical specialists on this forum who could help with this issue? Because an old watch is one thing, a new one that has just been packed and taken out of the box is quite another. This is no coincidence. Thank you.

[vee]

Just adding my voice,  haven’t done much troubleshooting yet but there’s obviously a problem. (I did a little troubleshooting with forgetting devices on Bluetooth and trying to reattach). I have both versa three and versa four.  I wear the versa four but took it off to charge and reconnected to the versa three.  well now it will not go back to the versa four.  it just keeps searching and then gives me an error message. Since I don’t have all day to work on this I reattached the versa three with no problem! I have an iPhone 12 plus and everything is up-to-date and it’s just a problem with the versa four not the versa three! 

[vee]

Things have gone from bad to unusable. I had a good day getting over 11,000 steps and a long walk that is showing on the app along with something like 228 zone minutes yet the number of steps showing has dropped to 3000 something! What is going on?????

[vee]

Updating my status. Spent too much time this morning texting with “support”. Nothing has helped and I’m ready to stop trying.  I put my versa 3 back on because it the Luxe can attach.. Separately! but the versa four does not. Support just told me oh you can only have one attached to your account..  well duh I only do have one attached to my account at a time. I’ve been doing this for years. 
my versa four is only five months old. And when I re-try to restart I just got the big red X and every time I try to sync it  (after removing other device) I get an error message. 
is everyone else’s syncing perfectly? Anyone with an iPhone? I didn’t have trouble until I detached it and then tried to reattach it.