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.

[Guy_]

Hi @mohsinmehmood - if the factory reset worked [but probably not necessary] your watch will be in the same condition as when you started with a multilingual screen telling you to install the app.

Your issue may only be phone or Bluetooth entry related and it doesn't help to have multiple devices.

Remove the Bluetooth entries for any Fitbit watch from your phone, turn off all other watches and phones with the Fitbit App running and remove the watch [and any other devices on your account] again from the Fitbit account and logout on your phone.

Restart the phone and watch and try the Set up a Device again, you may have more success.

[SunsetRunner]

I got the exact same error message after 24 hours of use. Spent countless hours on with support being asked to repeat steps I had previously taken. Never resolved but am sending it back. Get on to support, they will sort you out. Be careful though as they will try to get you to do another update and then go offline and you will have to go back online and repeat yourself again. Just tell them all the steps you have already taken. 

[wpay0080]

I am having the same issue.  Very frustrating. Received the tracker on Tuesday, have been trying to update for 3 days.  Tried all the troubleshooting multiple times.  Nothing working.  Support chat also gave me troubleshooting but nothing is working.  

[Guy_]

Hi @wpay0080 - did you know if you are unhappy with the watch Fitbit have a 45 day refund policy or possibly authorised dealers too, some stores provide 14 to 30 day refunds.

[wpay0080]

Thanks I am working on doing that now 🙂

[mohsinmehmood]

So this is what I tried:

1. Shutdown my sense 2 watch which is already paired with my android phone and working fine

2. Shutdown my android phone 

3. Delete the Versa 4 device link from my wife's fitbit profile using the fitbit app installed on her phone

4. Unpair the Versa 4 bluetooth link on her phone

5. Uninstalled the fitbit app

6. Restarted wife's phone

7.  Installed the fitbit app and signed in using her gmail account

8. Put the Versa 4 watch on charge 

9. Started linking Versa 4 watch using fitbit app 

10. Clicked the Update Versa 4 error and it failed again with the same error message:
Trying to connect...

This has been really frustrating and annoying experience so far..

[Guy_]

@mohsinmehmood- looks good troubleshooting, Versa 4 can have 2 Bluetooth entries though. if you have tablets this may also be a factor.

If the wife's phone is Android logout of the app and swipe off the active window also clear the Fitbit app storage cache and force stop it and turn off Bluetooth before restarting the phone and wait for the phone to fully restart before turning on the Bluetooth.

[mohsinmehmood]

We don't have any tablets and I have tried uninstalling the Fitbit app so don't think cache is an issue. Also tried restarting the phone many times. 

As I said it is annoying and frustrating. 

[Dee16Jay03]

HI, everyone. OMG, I thought i was the only one. Same thing is happening to me. My issue is I got it in US and I am from Angola. The first week it was great. As soon as the battery died it starting doing this. Anyone know how i can get it replaced from overseas?

[Stoffig]

Bought the Versa 4 two days ago, tried setting it up yesterday and it kinda worked. It didn't really seem to sync right so I tried (after the usual troubleshooting) to factory reset it. Now I'm also stuck with the same problem. Can't use the Versa 4 right now and seriously considering just refunding it and looking for different brand.

I'll keep an eye on this topic for now though.. Hopefully there'll be a solution soon.

[Adamwbb]

I am having the same issue with my Fitbit and the same issue is happening with a refurb that was issued to replace it. Something in the new firmware update has broken the versa 4 and it refuses to update and you are stuck with a non functional Fitbit. I have contacted Fitbit support over the phone and went through all the troubleshooting steps to no avail.

They just told me return it to the retailer for a refund. 

Not much help when they can't take responsibility for breaking our watches with an update, also this Fitbit that is having the update issue is not even a week old. And the refurb unit they gave did the exact same thing when trying to set it up. They have a bad firmware update and it is breaking our watches 

[Davbell]

Exactly the same here, had it 5 days and worked fine but stopped syncing after 2 days, ended up factory resetting it and now it's a useless **ahem**, can't get it set up again as the update won't work in the exact same way as you, says connected for a second then 'trying to connect'. Tried on 3 other devices now and all the same. Not happy 

[mohsinmehmood]

I talked to fitbit support and then returned the watch for repair/replace to the warehouse 3 days ago. Now waiting for the response. I talked to the support on phone today and they said it will take upto 10 days for the replacement watch to arrive. Lets see

[Davbell]

Loving the amazingly helpful and supportive responses from Fitbit themselves on here too...

[kukufeng]

Same problem here. Very disappointing 

[Guy_]

Hi @Davbell - using other devices is the obvious thing to try but can actually make the situation worse.

The new version 4 Fitbit App has numerous flaws and reinstalling may be one of them in conjunction with it's syncing issues.

If so, make sure the watch entries are completely removed from the phone's Bluetooth (and Bluetooth toggled off/on) AND removed from the Account and Fitbit App cache (swipe off for iPhone and in Android clear the storage cache and force stop it also) and from the phone by restarting it before redoing the process from scratch.

If you used other devices they will need to be disabled (along with any other watches to avoid setup confusion at this point).

It may also be necessary to factory reset the watch again unit it shows the multilingual installation instructions.

@kukufeng - try following these and above suggestions.

If all else fails contact support for a warranty replacement or refund (if within the window).

[011011100111010]

I have the exact same problem.

[UserVer4]

I am in the same boat but mine was just out side of the warrenty and since I got a replacement couple of days ago. I am not eligible for any replacement. Just one year old and thye broke with the firemware update. It is frustrating and fitbit support  is not knwoing that they need to send another software update to make our watch working. Support asked me to do all the things inclusding factory reset 

[Guy_]

Hi @UserVer4 - your replacement watch carries it's own warranty so can be replaced again. Contact support and insist.