Fitbit versa: Not updating

[Opowell]

Hi everyone,

For the past few weeks I have tried to update my fit bit versa via the app. My Fitbit nearly gets to the end of the update before it freezes and then I have to try the update again. Please note I have tried everything to resolve this ( removing from Bluetooth, restarting Fitbit and even using my partners phone to see if my phone was the issue) I’m getting really frustrated now as nothing is working 😫

[SunsetRunner]

Hi @Opowell , sorry to read that you're not able to update your phone to the latest Firmware. Try the following:

1. Put your Versa in the charger and connect it to your computer.

2. Before starting the update, go within the Fitbit app to WiFi settings

3. Press that and you should see your network name with a white WiFi icon next to it

4. Press the icon and Fitbit starts connecting to your network. Once established, the icon turns to blue and says connected. 

5. Now start the update, which is now done via WiFi and not BT.

Make sure that before updating there are not other BT enabled devices in the vicinity of your Versa and Phone and also make sure you have a Clock Face developed by Fitbit itself. If you have another CF, change it before updating.

Hope this helps and is working for you, regards kuzibri

[Adrienna27]

@SunsetRunner , thank you for this information. I am trying to follow your instructions but I'm stuck on step 2 -- I have gone "within the Fitbit app" but cannot find *anywhere* to address wifi settings. Can you please give further direction?

The only instructions I can find tell me to hit the today tab, then my profile picture, then my watch picture -- but when I don't have a device I obviously can't do it that way.

[SunsetRunner]

@Adrienna27 , in the dashboard of the Fitbit app, press the watch icon, which will bring you to the page with the Clock Faces and App tiles. Scroll down on that apge untill you find WiFi settings and press that. Regards kuzibri 

[Adrienna27]

There isn't a watch icon because it refuses to let me have either the original Versa back, or the replacement versa 2. It made the original versa disappear when I started trying to set up the Versa 2.

[SunsetRunner]

If you install a new Fitbit device, it replaces the "old one", e.g. the Versa 2 will replace the Versa. As I see it, the only way to get it to work is to setup the Versa 2 in the Fitbit app. Therefore you need to put your Versa 2 in the charger and connected to you Computer. Within the fitbit app, press you profile picture, go to Devices and press "Add device". Regards kuzibri  

[Adrienna27]

OK, but see, that's where I started yesterday at lunchtime and I'm still running in circles. I've been TRYING to set up the Versa 2 in the Fitbit app but can't ever get it past the fitbit logo on the screen -- it never even gives me the code to enter to progress any further.  It says "found it!" and then stalls out on "connecting."

I've not had good luck with getting useful info from customer support but I guess that's my next option. I do appreciate you trying to help troubleshoot, kuzibri.

[SunsetRunner]

See this article regarding problems setting up your device, regards kuzibri

BTW, which phone are you using? 

[Adrienna27]

Update: after almost an hour and a half on the phone including all manner of troubleshooting and factory resetting the device, they confirmed that the new Versa 2 itself is simply unable to connect to a phone (Pixel 2, which is on the compatible list) either via Bluetooth or Wifi.  That makes it a defect with the Versa 2 itself, so they are replacing the replacement.  

Thanks again for your help. It was very much appreciated.