Versa 4 won’t connect

[Jefferydpayne]

My Versa 4, which is only 2 years old, disconnected 3 days ago and will not reconnect to my account. I’ve gone through all the steps except for returning to factory settings, which I cannot do because I cannot get that far. I only get 2 logos flashing then a red X. :cross_mark: It will allow me to start to updste, which it says is needed, but in the app when I try to go forward the blue update button is a dead link. Any help would be appreciated 

[EstuardoFitbit]

Welcome to the community, @Jefferydpayne.

Thanks for taking the time to troubleshoot your Versa 4. I understand your concern and before we go through this process, could you confirm if you see an error message when trying to sync? Also, what is the model of your phone?

Consider the behavior you've mentioned and due to the fact that you are only missing one step, we'll need to perform a manual factory reset. Try these steps:

• Disconnect your Fitbit from its charging cable.

• Press and hold the button on your device until the screen turns off and then begins to flash.

• When the screen flashes, release the button and immediately press and hold it again.

• Wait for the Fitbit logo to appear. Once the logo disappears and the screen begins to flash again, release the button, then press and hold it again.

• When the Fitbit logo appears for a second time, release the button. Wait for the device to complete the factory reset.

• After the logo appears, your Fitbit will show the phone icon setup indicator. You can now set up your device again.

Please let me know how it goes after you try these steps. 

[abbyandjacksdad]

I have the same problem, so I tried the manual factory reset. I get the same thing...red X after 2 logos. I do not get the phone icon setup indicator. On my phone I can get to the update screen (where it says the update can take between 10 & 40 minutes). The Update button is already highlighted and it doesn't take the next step to allow the update. Any help would be appreciated.

[Jefferydpayne]

AbbyandJack'sDad seems to have the same experience I'm having. It initiates the factory reset then stops what appears to be about 2/3 of the way through and gives me this message. This is getting very frustrating. A 2-year-old watch should not have this issue. I use this for daily general ware. It is on my wrist from about 6 a.m. to 11 p.m. Any more guidance would be appreciated:

[Jefferydpayne]

See reply above, please and thank you.

[Jefferydpayne]

Reply just added to chat thread, please check it out.

[abbyandjacksdad]

Here are two pictures of what I get from my device and app.This symbol shows up on my fitbitUpdate stays highlighted and I can't click it on to forward the process

It stays stuck on the update button and I can't proceed with it.