Firmware Update is repeatedly failing

[AlessFitbit]

Fitbit Update: 1/25/2020

Hi everyone,

We're aware of an issue with firmware updates failing for Versa Smartwatches and Ionic. For example, the firmware update process gets to 98% complete, then restarts, only to reach 98% and start again. 

We assure you our teams are currently investigating the root cause and are working on a resolution.

Your patience is greatly appreciated and we'll update this thread when a fix is implemented. 

[briannam14]

hello,

I recently ordered a fitbit versa off amazon and it didn't work so I got a replacement sent to me that arrived yesterday. I am sadly still having issues with updating the watch and I've gone through every troubleshooting solution and nothing has worked. The update downloads and says it is installing then cancels every time. The watch is at 100% battery and I have three bars of wifi because I have it sitting right beside the router. Not sure if im doing anything wrong but its very frustrating since this is the second tracker I've gotten and it still seems to be defective.

[Tguerra]

Purchased versa oct. 2018. Was perfect till about 5 months ago. Spoke with support team via email. No help. Done everything mentioned in other complaint feeds. Restarted versa, un-install app, removed device from app, restarted phone, made new account on app, factory reset versa. It gets as far as the download screen on app and stops at 70% then goes back to 1%. Tried through WiFi and bluetooth. Tried from other devices. My versa screen is on first screen where it says to download app to continue. App connects but won't update firmware. My phone is samsung note 9. I checked and it is compatible. Not sure what else to do. I don't want to have to switch to another brand watch as I loved my fitbit when it was working.

moderator edit: updated subject for clarity

[AJCesario]

I got a brand new Versa the other day. I got it out of the box put it on the charger, and download the app to my phone (Samsung Galaxy S10+). I began the setup process and successfully connected the Versa to my phone via Bluetooth with a 4-Digit PIN code. I also successfully set up the Wi-Fi from my home network to my versa. I then begin the firmware update that goes to step two and completes 100%. I then get a red X on the screen to my versa and the Versa flashes back to the original screen with a Fitbit logo and the text telling you to download the Fitbit app to get started. After a few minutes my phone will say update failed and I can try again or try ever Bluetooth. I have done this dozens of times over the past two days and every time I do try again the same thing happens. I also get the same outcome when I tried over Bluetooth only it takes much much longer.

I have been in contact with Fitbit to help me with the troubleshooting. So far I have done a reset by holding the left button and the bottom right button until the Fitbit logo appears and then releasing. I have also tried a factory reset where I hold all three buttons and after this Fitbit logo disappears I release the bottom right button though I've never had it vibrate to confirm it's been factory reset. I have deleted and re-added the app did my phone several times I have disconnected Bluetooth and then we found it. I have also restarted my phone after every sequence. Not sure what to do anymore.

[EmmyJ]

I have also done ALL of these things. I would really like to be able to use this BRAND NEW device! I even unpaired and deleted my old device (alta hr) in order to not have anything else trying to work in my app. 

[Patii]

I have also done all of these and nothing works 😭 got new Versa on Wednesday and still can't get it to work 

[AJCesario]

Have you been able to get yours to successfully do a factory reset? By holding all three buttons down until the Fitbit logo appears and then releasing the bottom right button. It should vibrate when complete. From what I understand that's the key but I can't get mine to do that. I'm leery that will fix it though, because it's brand new and should already be factory reset. There's no data to erase.

[Patii]

No, when i realise the bottom button it doesn't do anything, but like you have said it can't do a factory reset as it's never been used and nothing is on it. I have tweeted Fitbit support. If they reply I'll let you know 

[EmmyJ]

I can't get it to vibrate like it says it should for a factory reset, but I agree... if it's brand new there shouldn't be anything to reset!

[Fanni]

I have the same problem. It doesn't work at all 😞

[EmmyJ]

I contacted them as well.

[Divk44]

Bought the Fitbit versa today, I have been trying to update the firmware but after the firmware updation cancels at the end, and Fitbit logo appears again. I am not able to use my Fitbit.

Tried updating almost 10 times but failing each time.

Please help resolve it as soon as possible

Moderator edit: updated subject for clarity

[EmmyJ]

I had ordered 2 of these...1 for me and 1 for my sister. I decided to check the 2nd one out, and it works perfectly. I have no idea what the difference is. I'm going to return the 1st one that doesn't work. 

[SunsetRunner]

I picked up the brand new VERSA (1) watch yesterday (23.1.2020) and unpacked it today.

9x I tried to activate them by using my mobile (Xiaomi Redmi Note 8 Pro - not at list of supported device)

5x with wifi connection

4x with bluetooth connection

I still couldn't finish setting up my watch and start using it because it need to update it first. Update never completed. Each time a red cross appeared on a watch or an error message appears on a mobile screen and FIRMWARE UPDATE FAIL.

Fitbit app at mobile is up to date. (ver. 3.13 from 20.1.2020)

I gave it up. Now I am trying to set up and update my watch through a laptop with windows 10.

Unfortunately, the situation is the same as with a mobile phone. The update never finishes and I can't use my watch.

What's it peace of **ahem**?! So disappointed of FITBIT company!

[elaine5698]

Every word of everything above is exactly what I'm going through. I just received mine in the mail yesterday. I can get it downloaded to where the app or my computer (I've done wifi and bluetooth too many times to count so far) says 100% the watch just hangs, and then the app/computer starts part 2 all over again with the downloading. I don't know what else to do but return it at this point. This is my 4th fitbit, I've been upgrading over the years, just begged my husband for this one, and now I feel like it was the biggest waste of money.

[sfinne9]

Exactly the same problem, I bought two and neither can get past the update - massively disappointed with fitbit

[elaine5698]

I just packed mine all back up in the box and I'm returning it tomorrow. I'm very undecided at this point if I even want to try an exchange. There are too many people with the same issue for it to be reliable in my eyes.

[SunsetRunner]

Got my new versa today been trying for 6 hours to pair it with my iPhone 8 Plus i do all the updates get to 100% when the app read installation the fitbit get a big red x an restart download the update doesn’t work grr

[SunsetRunner]

So after weeks and weeks of complaints back and fourth about my old watch not working after every time I charge it then needing to reset it after so it would, I got sent a new one.. BRILL I thought! Until I tried to set it up.. gets to 100% then starts downloading again showing the Red Cross. Beyond a joke and no help at all. Fighting a losing battle 

[Rutie]

Going through the same exact issue right now!!