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.

[Kolipara]

@wpay0080 we don't have any official service center India and vendor who sold are saying to reach Fitbit Customer care support and mentioning they are not responsible for returns or refunds from fitbit

[aubaR7]

Also, cant upload a video to this forum, so I've uploaded this cancer to YouTube. Do I experience the same thing as others?

https://youtube.com/shorts/OFZSqYZ7H8w?si=wuZVC_fwBmGWRG

[Adamwbb]

That video is what this entire thread is about

[aubaR7]

Today I've tried updating via iPhone 12 mini.

Results are the same.

Phone states that update is completed. On the other hand watch is still trying to connect 😄

 

[adstiles]

I'm having the same issue here. Really need a fix on this.

[Alexandra2024]

Same!  I called the help line and all they said is sending in a ticket. From all the comments here I haven’t seen one person say “fixed”. I am disappointed but going to return it for refund. Not worth hassle 

[Lupo47]

Did anyone ever get a solution? I set up my Versa 4 on Christmas Day. All was fine until I realized I couldn’t get the calls to stay connected to Bluetooth and it went downhill from there. After hours of troubleshooting and the more hours with customer support I was sent a replacement Versa 4 and now I’m right back where I started. Stuck in that same screen and trying to troubleshoot. I’m beyond frustrated! I don’t know how to go about returning it because the original one was purchased off Amazon and the replacement came from Fitbit. 

[Kolipara]

No solution yet ..even my versa 4 is not displaying time even it has been a month and no resolution..fitbit team is closing the cases without any resolution..for us no refund not replacement and the same issue with an useless non working watch 

I am tired of reaching fitbit customer support 

[Lupo47]

No resolution for me! I have been on with customer service for hours once again. They are sending to another department because it won’t update and is still stuck on the “trying to connect” screen 

[Dpuglas93]

I am awaiting a replacement but I guess reading your post I might have the same issue with that? I dont know who you would approach for a refund, presumably Amazon firstly? Let me know how it goes as I anticipate being in the same boat as you shortly.

[Kukku_sharma]

I approached Amazon for the refund and they resolved the issue with in 8 days and initiated the refund . So it’s better to approach Amazon rather than Fitbit 

[Dpuglas93]

Good to hear thank you.

[angelnova79]

I’ve just contacted Fitbit chat to explain the issue I have with my new Versa 4. Exactly as described above. I’d asked for a solution (still hopeful!) or details of how to get a refund, customer support just offered refund with no discussion of a solution. I have tried everything but surprised they didn’t at least try. I found it disappointing that Fitbit are still selling the Versa 4, with this known issue, and then expecting customers to have to go to the hassle of returning them & waiting for a refund. 😣
I’ve been a Fitbit customer for 5 years, this was my 3rd watch. Definitely my last from them. 

[Dpuglas93]

I contacted Fitbit support earlier in the week who sent out a replacement and I can confirm this now works.

[kevink9]

Mine is now working after merely trying the suggestions.

I was having the exact same issue. My versa 4 had been working fine and I loved it so I ordered my mom one as a gift for X-mas. She liked the features but liked the color of mine more so I offered to swap colors with her. I set up hers (my old one) with no issues, but I went and tried to set up the new versa 4 that I had planned to use as her gift on my Fitbit account/app the update would not install. Same issue as everyone on this thread.

I tried everything I saw on the forum multiple times and for a couple days with no success. 

I noticed that when updating the software (after pairing with pin) that the screen on my phone quickly went from 0% to 78% then quickly to installing. There is where it got stuck.

This morning I decided I would try one more time. 1. I removed the device from the app

2 verified all Bluetooth connections to any past fitbit devices were forgotten

3. Power recycled the watch

4. Resumed setup as normal fully expecting it to fail yet again. 

• 5. Noticed a small difference during the download step. Instead of quickly going from 0 to 78% it went from 0 to 84%. Then it went to installing. And this time my watch showed a progress bar instead of a big dumb connected checkmark or an exclamation point saying trying to connect. The install progress bar completed and the stock clock face appeared! I'm back in biz! I suspect a new firmware version was pushed  I can't remember what the firmware version was when it was failing to update but the current (working) firmware version firmware version is 61.20001.194.86.

Hopefully this will help others facing this issue.

[Lupo47]

The replacement Versa 4 finally updated, but the Versa 4 Calls still won’t stay connected on my iPhone 14 Bluetooth. That was what originally happened with the first Versa 4 and started this nonsense. Has anyone had this issue of not staying connected to.Bluetooth after the update? And  still haven’t heard back from customer service from 2 days ago when I spent hours trying to get it to update. 

[Kolipara]

Hi @kevink9 

Could you please let us know on what device and os version you tried this setup as we still facing the issue

And also how to do power recycling of versa 4

Could you please let us know how you have done it ..I tried and tried after 73% it gives warning symbol and that's it every time

[kevink9]

I am using my android phone running android 14. 

I have been able to get two versa watches working for my mom and daughter and they are both on iPhones. For them the install worked fine on the first try. 

For mine I needed to remove the device from my Fitbit app, and remove (forget) Bluetooth entries for both the versa 4 and the versa 4 calls entries in saved Bluetooth devices. I also cleared app cache and then forced restart on the app so that there was no residue left over from the failed install attempts. I recycled the watch so it went back to language selection screen. You do this by holding the button for 10 seconds or so until it restarts. Then start the install from scratch once the watch has restarted.

I am just sharing what worked for me. I am not sure the exact nature of the issue and I assumed it only was happening to android users since I was able to install using an iPhone device on two separate installs with no issue. 

Hope you are able to get it working! 

Kevin

[Kolipara]

@kevink9 

I tried to reproduce all your steps,however when itried to update it's saying updating but watch is getting restarted automatically and says upgrade failed

 

 

[kevink9]

@Kolipara 

Sorry to hear that. What you describe is the same thing I faced for a few days until it finally worked today. Not sure if I can provide any more help but I hope you are able to get the support you are looking for.