Versa 4 won't update

[Dpuglas93]

Tried to setup my new versa 4 today but it just sticks when attempting to update the tracker firmware, my phone and the tracker are paired, as soon as i click update the tracker just comes up with trying to connect and doesnt update. I have tried using another phone, uninstalling app, reboot phone, reboot tracker, nothing works??

Moderator Edit: Clarified subject

[Sheenalynn]

Mine is doin the same. Please let me know if you get it figured out. 

[Guy_]

Hi @Dpuglas93 @Sheenalynn  - the fault in the new V4 Fitbit App won't allow updating firmware.

[Dpuglas93]

Im contacting support so ill let you know.

[aubaR7]

I tried different app versions, the result is same...

4.04.2.11 / 4.06.7 / 3.89 / 3.75 / 3.29

[Guy_]

Hi @aubaR7 - you may have a different cause in your case as it works normally on version 3 of the Fitbit App on Android, 

[aubaR7]

Have you tried it yourself? All the symptomps are same as others. I don't think it's app version related, because the result is same. After updating for 1 second connection is lost. Maybe it's Versa 4 new software versions fault?

[Guy_]

@aubaR7- yes, updated my test Versa 4 using 3.89, no problem on iOS. No operational problems on iOS or Android with version 3 either, using different watches.

[markeagles4]

Same as me , trying to update tracker software connects then discconects and remains trying to connect , i have 2 versa 4's both are doing the same .

[aubaR7]

Could other people try updating via older version of Fitbit app not from PlayStore? Would be intersting is this is the case.

[markeagles4]

Trying with older versions of the app and still no joy. im lost now with what to do 

[Guy_]

@markeagles4 , @aubaR7  - using the version 3 app try removing both the Bluetooth entries from the phone and turn off the phone Bluetooth 

Then Logout of the Fitbit App and swipe off the active window and in Android clear the storage cache and force stop it and then restart the phone.

Make sure there are no other devices running the Fitbit App switched on or other watches on.

Restart the watch by holding the button for 10 seconds till it vibrates and the logo appears and wait for it to start.

Turn on Bluetooth and Login to the app and run Set up a Device and replace and try again.

If that doesn't work, remove watch and any other devices attached to your account and repeat the process.

[aubaR7]

Done this many times. Step by step. Also, I cleared cache and data from Fitbit app and restarted phone before every new pairing. Still no positive result...

[markeagles4]

Still no joy . 

[missdenise40]

Same problem as all above and same thing on screen as markeagles4. Got this for Christmas, and had problems starting the next day. Am ready to box it up and send it back. Guess I'll have to buy an Apple. 😞 I think it has to do with the move to google.  I am very not happy.

[Guy_]

@aubaR7 - which firmware version are you running on the watch? This may also have a bearing if you deleted the Bluetooth entries and are using the V3 version of the Fitbit App and it's still not working.

[aubaR7]

My watch is on version 61.3001.153.66

[Guy_]

Thanks @aubaR7 - that looks like the out of the box firmware which should update fine with a Version 3 Fitbit App, unless there is a server side problem.

Is the watch actually working with that firmware and syncing or is the only option to install a firmware?

[aubaR7]

Yes, the watch is brand new. But it doesn't update with V3 Fitbit app. I cannot use it  without update, it forces me to do so.

I actually managed to connect it once the day I bought it and tried to test it before putting it under Christmas tree. It took me 2 hours or so but I managed it to connect after many reconnections. But now after Christmas it doesn't connect no matter what I try.

[Guy_]

@aubaR7- as it is new and clearly not working I suggest getting a refund and avoid a lot wasted time. There seem to be many people with this type of connect / sync problem. Thanks for posting your efforts.