Versa 4 update failing

[mohsinmehmood]

Hi there,

I received my versa 4 watch on 22nd Nov, 2023 and tried to update the tracker software but it keeps on failing and the fitbit app is stuck on installing status and then it ultimately fails. When the update starts, the status bar on the fitbit app just jumps to 78%. On versa4 it displays updating device for a moment and then device vibrates before displaying the error "Trying to connect..." (as depicted in attached photo) 

 

I have tried all these suggestions:

• Restart the versa 4 app and also mobile
• Remove the versa 4 device from my fitbit profile
• Switch off the bluetooth 
• Uninstall and re-install the fitbit app
• Tried sync it with IOS (IPhone) and Android (Samsung)
• Tried manual  factory reset: "Press and hold the button for about 8 seconds until the screen turns off and vibrates. When the customer feels 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." However, I am not sure about how will I know if factory reset is successful.
  
  Kindly suggest how can it be fixed as it is very frustrating for me.

[Davbell]

I really appreciate you taking the time to help but unfortunately it's made no difference, still exactly the same, any more ideas mate? Cheers

[Guy_]

@Davbell - the only thing you can do is factory reset the watch to the multilingual start screen and remove it TOTALLY from the phone and Fitbit account and phone cache etc. and set it up as a brand new watch.

The fault in the new Fitbit App is affecting users like you.

Alternatively Fitbit have a 45 day refund policy or possibly authorised dealers too, some stores provide 14 to 30 day refunds. This gives you the flexibility to choose a watch which works.

[Gemzz]

I have exactly the same. Really annoying. I think I have to got back to the retailer.This my first experience with fitbit, and it’s bad 😞

[kukufeng]

This is unacceptable. After purchasing this brand new versa 4 for 3 weeks. Fitbit still unable to fix this problem. I tried to get a replacement but got rejected saying there are chances I will face the same problem. What a joke 🙄 

[Guy_]

Hi @kukufeng - you should still be able to get a refund.

[akashfdo]

I have the same issue. No luck so far. Tried resetting it multiple times. Planning to return the product. Never buy Fitbit again.

[Kukku_sharma]

I am from India and facing the same problem with brand new watch and not getting proper support from customer support 

[Kolipara]

I purchased fitbit versa4 10 days back and the vendor is saying no return policy.from the day 1 the watch is not working where the app says updating and the watch says please keep it near phone and it's not connected. Tried allt he trouble shooting steps till now no workaround for it. It's really frustrating 

[Guy_]

Hi @Kolipara - you still may be able to get a refund from your credit card or you can always chat via the Fitbit App, Help & support section, Contact Customer support, or link at the bottom of this email.

[Kukku_up]

@Guy_ i tried everything possible for the replacement but no luck.. Whenever I ask for replacement they refused stating new device would face the same issue. Pathetic customer service.. regret my decision 

[Guy_]

Hi @Kukku_up - what support should have told you is this is one of the bugs in the new V4 Fitbit App and not a watch fault.

You can see more in posts in "The redesigned Fitbit app is rolling out!" topic in the appropriate iOS or Android app forums along with the other unhappy users.

Unfortunately Fitbit don't officially allow going back to the stable V3 version.

Perhaps if you are in the window Fitbit have a 45 day refund policy or possibly authorised dealers too, some stores provide 14 to 30 day refunds.

[Kukku_up]

Hi ,

I am from India and I bought this versa 4 from Amazon India on 6th Dec 2023. After 10 days it stopped syncing. I got in touch with customer support via chat and followed all the troubleshooting instructions but no luck. Then I tried with Amazon but they refused replacement stating it’s manufacturer responsibility. Then again I got in touch with Fitbit customer support over the call but same troubleshooting steps. After that they started sending mail and asked me to follow the same steps but again no luck. After all this trouble when I asked them to replace the device they refused stating new device will face the same issue. I don’t know how long they take to resolve this issue but right now I am left with a useless versa 4. 

[Kolipara]

Hi @Guy_ I tried reaching out the customer support and tried all the ways they have mentioned . i received watch on Dec 16th and the vendor says no return policy and we need to reach fitbit customer support only. Customer Support says to redo all the steps what we have done previously and there is no response when email sent to India support email id which is on box

When there is no proper support from the product team , why the hell are you selling the products in India and wasting our time in reaching out to the customer support multiple times. I wasted 2 weeks in mailing the email id mentioned on the product box and and also reaching out customer support. i donno from where i get refund when vendor says no return policy and fitbit customer support doesnt provide any working solution till now

----

Same with me... but my versa 4 has even didnt started yet up to use and the brand new one

[Dpuglas93]

Im having same issue here, is there a solution or do you have to return it?

[Kolipara]

No @Dpuglas93 ,still struggling to get fix from customer support team from past 1 week

[Kukku_up]

I am talking to the customer support from last one month but they are not ready to understand the situation of their customers.They will refuse replacement stating you can face the same issue with new device. Really funny

----

There is no way.. I am struggling the same way from last one month but no help from Fitbit support. 

[Adamwbb]

Ok so you can get it replaced through the retailer however word of warning,
DO NOT FACTORY RESET IT FOR ANY REASON!
It is the factory reset that is the issue and will brick the d vice. Also
it has sync issues even with replacement device it only syncs when it wants
to. The issue is the firmware on the device it is faulty and Fitbit needs
to update the firmware granted that updating doesn't brick the versa 4
either.

[Kolipara]

@Adamwbb even the retailer rejected for the replacement and asked to contact Fitbit Customer Support only

[aubaR7]

 

Oh wow, so many people stuck on this traumatizing experience... Sign me in for the frustrated club.

I have identical problem. Stuck on 65.3001.153.65 version with Versa 4 watch.

I'm unable to send it for refund, also no support team in my country. Stuck on useless device. What a wonderful gift for my doughter 🙂

Tried everything mentioned before and from other forums. Different phones, different Fitbit app versions (4.04.2.11 / 4.06.7 / 3.89 / 3.75 / 3.29), many restarts, reconnections, pairings and so on... This thing doesn't work and Fitbit is useless at solving this problem. 

[wpay0080]

Send it straight back to fitbit. That's what I did. Got money back now.