Unable to Update Versa Lite

[Alex365]

I have completed all the work around suggestions. iOS 13.2.2 and FitBit app are up to date.  Watch update starts, downloads via phone, watch gets stuck, FitBit app shows “Update available” and around in circles I go. 

Now what? I never had difficulty before. 

[LizzyFitbit]

Hi @Alex365. Welcome to the Forums.

Thanks for the information provided, as well for the steps tried prior posting. Let's work together to get your Versa Lite updated. I'm glad that your iPhone and Fitbit app are updated, and although you've tried troubleshooting it, please give a try to the following in the given order:

1. Remove the Versa Lite from the Bluetooth settings.
2. Turn off other Bluetooth connections nearby. This is just for this process.
3. Force quit the Fitbit app, reboot your phone and restart your watch.
4. Open the Fitbit app, tap on the profile's icon > setup a device.
5. Choose the Versa Lite, tap on replace device and follow the onscreen instructions.
6. Then, accept to proceed with the firmware update and wait until it's completed.

If the issue persists, please let me know the error message received on either the Fitbit app or on your watch while trying the update process.

I'll look forward to your reply.

[Alex365]

Thanks for reaching out. I followed your directions exactly. Update failed message on App, watch stuck in update mode.)

Tried again. This time I removed the Versa Lite from the App, shut off bluetooth on the phone, restarted everything. Turned on phone bluetooth, opened app, added versa lite, etc.... (Update Failed on app, watch stuck in update mode)

Third time. I went to another room and tried a different wifi. Same result. 

ALSO, the fitbit watch gets stuck on update mode inifinitely, so I have to force restart it. 

[LizzyFitbit · Accepted solution]

Hi @Alex365. I'm glad to see you here again and sorry for the delay.

Thanks for following the steps posted above and letting me know more details about your Versa Lite. Since the update is still not downloading correctly, may I know if you have a Windows 10 computer with built Bluetooth? I'm asking this as there are some steps that we can try as last resort. In case you have access to one, please follow these steps in the given order:

1. Go to this link and download the Fitbit app on your Windows 10 computer.
2. Put your Versa Lite on the charging cradle, and plug the other end of the charging cable into your computer.
3. Once the installation is completed, open the Fitbit app.
4. Click Dashboard > Help > Turn on USB Recovery.
5. The device will take a few minutes to update. You'll know when it finishes as the welcome screen will appear on the Versa Lite's screen.

If the issue persists, try following the steps described in this help article under Ionic & Versa series > Instructions for installing Windows 10 Driver.

I'll be around, keep me posted.

[Alex365]

Good morning, LizzyFitbit, 

I loaded the app on Windows 10 but I do not see HELP on the dashboard and therefore, did not see USB recovery. HMMM. Confused. 

I was able to pair the Versa Lite in Windows 10. It synced and showed Version 68.9.12 and NO update available. Interesting. When I repaired it with my phone and an update showed, which failed again. 

PS: I went to my Windows 10 device manager as the other help article suggests and I did not see "other devices," neither did I see the IP-over-USB driver

UPDATED THIS on 11-22-19 (next day).   As I mentioned, I repaired the watch with my phone through the FitBit app. This morning, I hit update and I did not see the error. It is updating right now, blue across 3-4 of the watch face and it just passed the FitBit logo. I will reply again when it is finished.

NOW it is 11-23-19 and the FitBit watch is at 90%. It may be stuck there, even though the dots are moving. I have been more than 24 hours without a phone or a watch so I needed to use my phone. Unacceptable. (So, 24 hours to pass from 75% to 90%.) 

Moderator edit: format

[Alex365]

This is a disaster! The watch was updating with Windows 10. It was 50% and then it aborted and the watch seems to be back to factory setting? Unbelievable. I am trying again, but I am ready to throw it in the garbage as it is now a glorified paper weight with NO function.  (purchased in June and it appears brand new.) Up until a few days ago, I had a fitness watch that worked and I was fine. Now I have nothing. My phone and computer are also held hostage. 

[Alex365]

The update finally finished on the computer and the watch is working again. Watch "About" says that it is Version 38.33.1.30 which does not seem correct according to the Fitbit site. Now what?

[SMHar]

I am having the same issues with the versa lite update. I have tried every step mentioned and nothing seems to work. My Fitbit each time gets stuck on 8% of the update. Tried turning off the phone, deleting the app, “forgetting” the device and starting from scratch and nothing. Every time there is an apple update there is a problem.

[LizzyFitbit]

Hi @Alex365. I'm glad to see you here. @SMHar, welcome on board. I'm sorry for the delay.

Thanks for taking the time to try the troubleshooting steps posted in this thread as well for sharing more details about your watches' behavior. This is unusual as your watches should be able to download correctly to the latest Fitbit OS 4.0.2 (68.9.15), and because this isn't happening I've requested a case for each of you so our Support team can give you a hand. I've shared all your details and you should be getting a reply soon.

Keep me posted!

[SMHar]

I have a replacement on the way. I did every step recommended at least ten times over the past 24 hours. Even when the update got to 100% after 5 hours it would say update failed.

[Alex365]

@SMHar    So sorry! It is a pain. I never had a problem before. In this community, I saw the closed Message string of 34 pages of folks having a difficult time. 

[Alex365]

Thank  you, @LizzyFitbit .
I already answered the support email. 

[Alex365]

@SMHar My difficulty is that I live outside of the US! I am a missionary in Guatemala. If the watch fails to work then I will be without until I return to the US to visit family and for business. 

[Alex365]

@LizzyFitbit @SMHar 
You are not going to believe this. (Already emailed support.)
My iphone did the update to 38.68.9.15 (on watch About) in 2 MINUTES! 😀😎😁
(Phone app says 68.9.15)
That is what I was used to before - no problems. 

This is what I think. I had a third party watch face on the watch before. I noticed that it is no longer offered, and I am wondering if that was the problem. 

I have a bunch of apps on the watch and a FitBit watch face, so obviously all of those are OK. 
Thank you! 

[Abby92]

Hi @LizzyFitbit  I have been reading through this forum as I've had the same issues updating my fitbit, in the last 24 hours it has got to 100% then it tells me it needs to be updated again it is now trying for the third time. I have done the steps mentioned a few times and no result I have also tried it through my computer I'm quiet upset about this as it's only 3 weeks old 

[LizzyFitbit]

@SMHar and @Alex365, it's always great to see you here. @Abby92, welcome to the Community.

@SMHar, I understand how you felt about this whole situation and I appreciate you for your patience while troubleshooting your watch. It's fantastic that you'll receive a replacement and make sure to check this help article so you can set it up in your existent account.

@Alex365, thanks for getting back and letting me know that your Versa Lite was able to update. I'm also wondering if the 3rd party clock face was a factor, thanks for mentioning and hope you crush your steps during your mission in Guatemala! 😉

@Abby92, thanks for joining this thread and I'm sorry that your Versa Lite had this behavior. I see where you're coming from and appreciate every step that you've tried to get your watch working correctly. I've gone ahead and requested a case on your behalf so our team can give you a hand. Keep an eye on your inbox.

If you need anything else, feel free to reply back.

[Alex365]

@LizzyFitbit Thank you! 

I have lived in Guatemala for almost 6 years. I write and edit books so the versa lite is to motivate me and remind me to move! 😁

[LizzyFitbit]

Hi @Alex365. Hope you're doing well.

You're welcome! Your life is pretty interesting and now I understand a little better how helpful is your Versa Lite to keep you moving throughout the day. That's a beautiful country, and I'm sure you have many great stories about your stay in Guatemala and your journey with your Versa Lite. In fact, let me invite you to visit our Discussion Board where you can share those stories and find great tips and encouragement from other members. If there's anything else I can do for you, please keep me posted!

Catch you later. 😎

[Kiehn_on_you]

@LizzyFitbit ,

I am having a very similar issue. My sister-in-law received my versa lite as we upgraded. ( This for not was night in May so not very old.)  When I try to do the first set up it says it needs to up date. I start it and it takes forever but won't complete.

I have tried all the trouble shooting I have seen on here. Other than try updating it with  a computer.

[Abby92]

@Kiehn_on_you  Try it with the computer, I tried everything they told me to do and after 3 days nearly gave up I tried it with the computer and it took me doing it twice to get it to work but I finally got it updated and working. Very frustrating though