Versa 4 won't complete firmware update

[Rodwelljason]

Hi so I've just received my Fitbit. It will not sinc with the Fitbit app. When turned on I am greeted with language select then instructions to sinc it to phone. I've tried multiple devices. I have briefly managed to sinc by installing an old version of the app and got to a stage where it says its updating firmware but then it continually restarts and won't re sinc. But I get a solid connection as far as I can tell on Linux. So it got me wondering if I can save the hassle of warranty by updating via a command line using the cli for developing apps under Linux? It seems like maybe the firmware image is either really old or not written properly.

Any help would be greatly appreciated.

Moderator Edit: Clarified subject

[Rodwelljason]

So further information it's a Fitbit versa 4. I have tried every conceivable troubleshooting step. Multiple devices. Multiple versions of the app, tried sincing it with the charging plug in and out. Is there stand alone firmware downloads and could the command line interface write it? 

[Guy_]

Hi @Rodwelljason - good question, but unfortunately the only way to install the firmware update is through the Fitbit App.

However try removing the Bluetooth entry from your phone, turn off all other Bluetooth devices, phones etc. except the Fitbit App phone.

Logout of the Fitbit App and restart the phone, also restart the watch How do I restart my Fitbit device? 

With the watch on charge, login to the Fitbit App, click profile photo and  "+ Set up a Device" and follow the instructions. This should find and make a Bluetooth pair and link.

[Gondwana]

The only way to update the firmware is via the Fitbit app.

You may get more responses in the Versa 4 general support forum, since the problem you're having isn't specific to the SDK.

[Rodwelljason]

Worth a shot oh well. I have Ben through Google support and tried every conceivable troubleshooting step you can imagine. I come from an IT background so not clueless. The support adviced me to return under warranty. Last ditch attempt to avoid all that hassle. Anyway thank you for your answers.

[SunsetRunner]

There might be another way using the fitbit dashboard on PC/Mac... 

This would use wlan instead of bt. IIRC you might need 2.5GHz

I personally never got that working, but might be worth a try.

[Guy_]

@SunsetRunner- unfortunately the Fitbit dashboard doesn't support setup of a watch.

[LizzyFitbit]

Welcome to the Community, @Rodwelljason. @Guy_, @Gondwana and @SunsetRunner Thanks for your suggestions and help.

@Rodwelljason I've moved your post to the Versa 4 board so you can receive more related responses. I'm sorry you've had this experience with your watch, and thanks for every step tried prior to posting. I'm glad you're receiving help from our Support team and please keep an open communication with them. I hope to see you back on track soon!

@SunsetRunner Just to clarify, as @Guy_ mentioned, the firmware can only be updated through the Fitbit app. The online dashboard will show your updated data; however, it's not possible to set up, sync or update the firmware from there. Keep in mind Fitbit Connect has been discontinued and is no longer available to install. For more details about how to update a Fitbit device, see this help article.

[Rodwelljason]

Hey everyone, thank you for all your answers, had literally tried everything. Ended up admitting defeat and shipping it back for return. Hopefully the next one works.

[Rodwelljason]

• Seemed like the firmware image wasn't written properly, the moment anything got a connection it froze and restarts then would no longer sinc until I reset to factory default...uninstalled the app ect...and getting to that stage was only possible with the earliest version of the app that supported the versa 4. On latest version it froze the moment it said it was connecting. I tried turning every single piece of technology that emits a wireless signal; off...except the phone I was using to sinc. Every version of the app that supported it .tried connecting on Linux...tried resetting to factory and pairing with charger in and out. Tried letting the battery run flat then re-attempting. Tried pairing while charger cable was plugged into my phone..and laptop. It just wasn't happening. 

[LizzyFitbit]

Hi there, @Rodwelljason.

Thanks for keeping me posted, as well as sharing every step tried on your own. While I'm sorry the issue with your Versa 4 persisted, I'm glad you've contacted our Support team to return this watch. Rest assured your case is in good hands, so please keep an open communication with them.