New Versa 4 won't stay connected to my phone

[Chriscordes]

I've just replaced my Charge HR with a Versa 4 as it stopped syncing with my Android phone on Monday - nothing would re-establish a link so I figured it had given up the ghost. I've now discovered that my new Versa 4 synchronizes  on first set up but after a couple of hours it won't communicate. I've tried all the app removal advice and reset the Versa umpteen times. The only way to regularly synchronize is to continually remove the versa and re-add it. This cannot be right - surely?

Moderator Edit: Clarified subject

[Guy_]

Hi @Chriscordes - there are problems with versions of the new V4 Fitbit App and your solution may be a way to get it to sync and the app might have been the only problem with the Charge HR. You probably can get a Versa 4 refund if the Charge HR is working.

Logging out of the app, swiping off the active Fitbit window, clearing the storage cache, force stopping it, rebooting the phone and the watch is a way that might also work to get it syncing each time it stops.

[MarreFitbit]

Hi there, @Chriscordes. 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 your Versa 4 is still disconnecting from your phone's Bluetooth settings. We're here to help!

Have you tried what @Guy_ recommended? 

While reading your post above, I was wondering if you did remove your old Charge HR from your Fitbit account and phone's Bluetooth settings?

If you're unsure, please try following the steps provided below in the order listed: 

• • Unpair your old Fitbit device and Versa 4 from your phone's Bluetooth and Fitbit app.
  • Unpair other Bluetooth devices that you may also have paired to your phone's Bluetooth settings.
  • Force quit the Fitbit app.
  • Turn off other Bluetooth connections when not in use. This can help to prevent connectivity issues or Bluetooth interference.
  • Shut off your phone and turn it on after 1-2 minutes.
  • Turn on the Bluetooth on your phone.
  • Plug it into the charging cable and open the Fitbit app.
  • Set up your Versa 4.
  • If there is no connection, restart your Fitbit device.
  • Once your Fitbit device is paired and syncing, please proceed to set up your other Bluetooth devices to your phone again. 

With the steps above, what I want you to do is to pair your Versa 4 first to your phone's Bluetooth settings before any other Bluetooth device is connected to your phone. 

[Chriscordes]

Hi Guy,  thanks for your response. It dropped out in the early hours this morning and stopped recording my sleep at that point therefore giving a false sleep reading but I deleted it and reinstalled it this morning and it has behaved well so far today. I shall try your suggestions if it continues.

[Chriscordes]

Hi MarreFitbit, Thanks for your detailed suggestions. As I said to Guy above I had to remove and reinstall it this morning after it dropped out in the early hours severing my sleep report. It's behaved so far today.

I did remove the old HR from the app and bluetooth list and uninstalled /reinstalled the app. Should it continue to play up I'll follow your steps and report back.

Thanks

[MarreFitbit]

@Chriscordes You're welcome!  I'm glad to hear that your Versa 4 is working fine so far. I will be around if you need further assistance! 

I would like to invite you to visit our Health & Wellness where you will find great tips and encouragement from other members.

Happy stepping!

[AllendeKlerk]

Hi @MarreFitbit - I am logging this frustrating call for my wife who has been struggling intermittently with her versa 4 and EXACTLY this problem.

I use Garmin Fenix 6 Pro but I have guided her to do ALL the recommended steps you have proposed here already (that makes sense and relates to her specific problem) BUT NO success.

Not to mention that she found out this weekend that Fitbit has withdrawn from South Africa completely as she really thought the previous Versa 2 and now Versa 4 worked great for her.  Any suggestions?  I would love to get a PM to my email from somebody in support so I can share her email and contact details to please help her.... This type of device is a personal choice and she loves the Versa product.

I helped her tackle the following steps:

1-RESET Versa 4 device to factory settings (3x times to make sure......)

2-REINSTALL app iPhone 14

3-After the RESET she then ADDED the device to iPhone 14 Bluetooth (no problems) - there seem to be 2x connections of some sort for messaging and one for data transfer....? 🙈

The watch retains the Bluetooth alerts/notifications for a maximum of 10 minutes or around 3 alerts and then it STOPS working.  No matter WHAT she tries but it STOPPED working completely to send notifications to the Versa 4.

The ONLY way she got it to work again (repeatedly) was to REMOVE the device on iPhone 14 and ADD it again. 🤕

Then the vicious cycle repeats itself. She has not stopped doing that and is very sad because that notification helps her tremendously as she works in a doctor's front office and cannot sit on her phone the whole time.  By receiving these messages over the watch, she can screen WHEN she does need to take a call or reply to messages.  Does this explanation make sense? 😓 Can you see the flow of the problem and the sadness/dissatisfaction she has because of this problem that does not seem to have a FIX..............? ☹️

[Chriscordes]

@MarreFitbit Hi Maria, apologies for not replying sooner but I thought I'd give it a couple of days.

My Versa 4 performed faultlessly for a few days - synchronising when expected and on demand but played up again last and the night before. Each night my recorded sleep stopped in the early hours. This suggested to me I'd either died (I hadn't) or the Fitbit had. I know in the grand scheme of things having one's sleep data corrupted isn't exactly a first world problem but it would be nice if my hard earned money had been spent on something reliable. I'm assuming it's a watch problem rather than an App issue in the early hours. Both following mornings I had to delete and reassign the watch.

any ideas?

Many thanks

Chris