Versa not longer connecting

[Allan1941]

Hi All,

I have a Versa, and it's really giving me some issues.

Ever since the last firmware update, I have had issues syncing the device, with it often coming up 'Looking for device', and then 'Device not found'. As annoying as this was, most times it would sync later on, or if I rebooted the phone it would sync more reliably.

Yesterday, I was hit by the losing time issue. An utterly idiotic issue for a modern watch to have, but there it is.

I decided to try some things, so factory reset the device, and removed it from the fitbit app, and then went to add it back. It found the watch, and displayed the 4 digit number, and after entering this number into the app, the watch displays a tick, and the app just sits there 'Connecting' before failing.

Upon trying again, it would tell me it found the device, and, again, would just sit there saying 'Connecting'. After a few retries, it again displayed the 4 digit code, but then just gave me to 'Connecting' thing until it failed.

I then decided to remove it (and everything) from bluetooth, uninstalled/re-installed the app, and now it won't do anything. Just searches for the device and continually fails.

I then decided to try and pair my old Charge 2, which also failed miserable.

Being the optimist, I once again tried to pair the Versa, and this time it went further. It got to the WiFi screen, but despite WiFi being turned on, and available to the phone, this failed, so I skipped this.

It's now been sitting at the 'Setting up Versa' Steo 1 of 3 screen for about 20 minutes, which has given me the time to look at non Fitbit alternatives. After some time, this failed, and asked to switch to WiFi. It failed again, and then would give me the option to switch to WiFi/Bluetooth, and try again, but trying again failed instantly.

Because there was no way to get out of this, I killed the app, and ran it again. Upon restarting the app, it tells me there is a new update for the phone, but then the 'Connecting to your Fitbit Versa' screen comes up, and fails after some time. The Versa is still telling me I need to run the app for setup.

Removing the device, and trying to re-add now gets me stuck at the 'Searching for device' page.

Thinking it might be the recent update to my phone, I tried my old phone, and it also gives me the 'Found it' screen, but doesn't get past it before failing.

At the moment, my Versa is useless. Time to look for the receipt and return it perhaps.

Any further tips for getting this thing to work properly?

Moderator edit: updated subject for clarity

[SunsetRunner]

Hi @Allan1941 , try this:

1. Close the Fitbit app on your phone/tablet.

2. Restart your phone/tablet without enabling BT, or when it's starts automatically, disable it.

3. Start your Fitbit app and manually start syncing.

4. You'll get the message that BT is disabled and if Fitbit should enable it.

5. Press yes and it goes searching for BT enabled devices.

6. You will see the list of all BT devices detected and the Versa (2) should be in the list.

7. Press ready on the bottom of that list.

8. Start syncing manually and Fitbit starts syncing.

Problem solved in an easy way. Hope this will work for you all too.

BTW  On some Android Phones, you will only see the message: "BT not enabled" on top of the screen, press that and it asks to enable BT without showing you a list of BT devices, but nevertheless, it works. Tried that on a few friends android phones of different brands. 

Regards, kuzibri

[tortugita718]

Hi kuzibri!  I have an iPhone 8 and had no luck with tech support chat.  I can get all the way to step 6, but the problem is, my Versa isn't in the list of bluetooth-enabled devices.  My phone can't find it even though it's 100% charged, still charging, they are right next to each other in the room with the strongest Verizon WiFi.  

Today per tech support advice I have updated my iPhone software update, turned my Bluetooth off and back on, turned background app refresh off and back on, still to no avail.  I asked if there was anything else we could try and was advised it's an issue the team is aware of and hopes to fix quickly.  

Do you have any other ideas to try?  Thanks again

[SunsetRunner]

Hi @tortugita718 , if your iPhone has the iOS13 update, I'm unfortunately out of options and you will have to wait untill Fitbit solves the problems with tis Apple iOS update, caused by Apple itself. It changed the rules handling notifications without informing Fitbit, The same accounts for syncing, however that will work sometimes. Regards kuzibri

[tortugita718]

Ah, so if I had tried to resolve the issue before the software update, there might have been a solution...but now that I have updated, the solution can't be implemented.

Am I getting that right @SunsetRunner ?

[SunsetRunner]

Yep, unfortunately you're right, sorry. Regards kuzibri

[Allan1941]

> 3. Start your Fitbit app and manually start syncing.

It's a bit hard to start syncing when I can't add the device to my account because it can't find it, despite the device showing up in bluetooth enabled device list.

Anyway, followed your advice until this step, but chose to add a device instead.

It asked for permission, turned on bluetooth, and started searching. Still can't find the device, despite it sitting right next to it.

Once again, the Versa appears in the list of available devices, so this is definitely not a hardware issue detecting a bluetooth device.

It's also odd, because the version of the Fitbit app installed on this test phone - A new Inspire HR magically appeared, and is now set-up on my usual phone - big surprise a new profit generating device works fine!! (that was sarcasm) - so it's not something that's changed in the app.

Anyway, decided to update to the latest version of the Fitbit app, and sadly, although not unexpected, it is still failing to find the device.

 Funny how this started after the firmware update. My house mate has a Charge 2 HR, and keeps getting pestered with firmware update reminders. He refuses to update, because of nonsense like I am experiencing.

Where to from here?

[SunsetRunner]

Hi, usually my suggestions regarding this problem works like a charm for most users with the same problem, so now I'm out of options.  I asked a Moderator to jump in to help you with this problem. One of them will sonn contact you via this topic, so keep a close eye on it, regards kuzibri

[Allan1941]

I read in another similar thread that things are being looked into, and an update may be forthcoming.

That's great to know, but not much good if the device can't connect via bluetooth, and is not set-up.

Thanks for trying to help.

[LizzyFitbit]

Hi @Allan1941, welcome to the Forums. @SunsetRunner and @tortugita718, it's great to see you here. I'm sorry for the delayed response.

@Allan1941, thanks for your detailed post sharing your Versa's behavior after the firmware update. You've done a good job with the troubleshooting steps tried prior posting, as well the ones posted in this thread. I understand your point of view about this whole situation and I'll be here to help you out. To further investigate, may I know the model of the phones that you used as well their Android versions? Just to confirm, did you make sure to turn off the Bluetooth from one of your phones before trying the setup process on the other phone? In case you have Android phones, have you made sure to have location services enabled as well to have allowed the Fitbit app to run on the background?

@SunsetRunner, thanks for stopping by and for the help provided to our friends. You're great!

@tortugita718, thanks for sharing that you've contacted our Support team. I understand how you're feeling about your watch not working correctly and I'm sorry that you're having this experience. Our team constantly works on each of our products based on every comment posted in the Forums, and your feedback will be passed along to them. Since you've already a case created, please keep being in touch with our team so they can continue working with you and clarify any question that you have about their resolution.

I'll be around.

[DaughterofMaat]

I'm having the same issue however I have not removed my fitbit device from the app because usually by 0730 the problem resolves itself. I have tried all the other solutions including restarting Bluetooth, rebooting my phone and my watch etc.

I have a Samsung Galaxy S10+, but this also happened with my LG, I actually upgraded the phone thinking it was the issue. It's beyond frustrating because of the losing time issue.

[EmilyLamb]

I have had only problems with this device. There is no way that a watch that cost almost $200 should need daily IT help. I'm so sorry that I ever bought this.

[tortugita718]

What is the protocol to submit a complaint to Fitbit?

Sent from my iPhone

[DaughterofMaat]

I'd like to know as well. I was thinking of buying a Versa 2, but I'm honestly not sure that would fix the problem. The app just updated on my phone and I think it made the problem worse. 

[DaughterofMaat]

I decided to try something. I turned off the bluetooth on my phone and turned on my laptop and tried syncing with it. The Versa connected IMMEDIATELY. No problem whatsoever and has stayed connected. 

[Allan1941]

Hi @LizzyFitbit,

I have 3 phones I have tried it on. 2 phones had no, or very few, issues with the watch. A very old Xiaomi Redmi 1s, which is running Android 6, and the new phone we upgraded to, a Huawei p20 lite (Nova 3e here in Australia) running Android 9. The Huawei was working fine until the firmware update.

The final phone is an Oppo F1f, running Android 5.1.1.

I tried turning off bluetooth on all 3 phones and then rebooting.

Location services were on, and the Fitbit set to run in background.

[WhiteJaguar]

I had the same issue regarding loss of time before I did the IOS 13 update. This needs to be resolved quickly otherwise my versa lite is less use than a normal watch! 

[EmilyLamb]

I already gave up and returned my watch to the store where I bought it. I'm
bummed, cause that was seriously all I wanted for my birthday.

[DaughterofMaat]

Oh that's a shame. I'm sorry!

My Versa has stayed connected for the past week since I synced it to my laptop. I'm not sure if Fitbit fixed the issue with the last phone app update, or if syncing with my laptop fixed something, all I know is my has stayed connected without any problems since I did that. 

Hope this helps someone else. 

[EmilyLamb]

I might try again with a new one or a different model. I just wanted to
return it within the 30 day period so I wouldn't lose any money. Thanks for
the suggestion.