Versa 2 and iOS Bluetooth Pairing Failures

[MrMarv]

New Versa 2 as of yesterday.

Versa 2 (70.7.14), iPhone 8 running iOS 13.3 and FitBit app 3.13 (919).

There is no Information Icon next to Versa 2 in the phone's bluetooth settings screen.

The Versa 2 entry in bluetooth settings disappears if I close the FitBit app.

Regularly being prompted to pair the device.

Cannot access "Settings...Versa 2...Notifications" and cannot enable All-day Sync, even though, by looking at the Web Dashboard, the sync is indeed occurring every 20 minutes. When I attempt to perform with of those two actions I am presented with the "Bluetooth Pairing Required" prompt.

This is quite different from my experiences with my Charge 3 and Alta HR before it, as well as many other paired devices on my phone.

I have four other devices paired but not turned on at the current time - they all have an entry and Information Icon in Bluetooth settings.

I have, in four distinct tests (the first three numerous times):

1. turned off bluetooth and turned it back on
2. removed the app from memory aka forced restart of the app
3. re-booted my phone
4. even deleted and reinstalled the Fitbit app

still being regularly prompted to pair the device.

<<edit>> I have just restarted the Versa 2. Issue continues.

Your thoughts, please.

[LizzyFitbit]

Hi @MrMarv. It's great to see you around and I'm sorry for the delayed response.

Thanks for sharing detailed information about the issues with your Versa 2 and the steps tried so far. I understand how you're feeling as this didn't happen with your previous Fitbit devices. Since you mentioned to have been prompted to pair via Bluetooth regularly, may I know what happens when you accept this request? When you set up your watch and open the Fitbit app, it'll be able to sync. However, you'll need to accept the pair prompt so your watch can sync automatically, receive notifications and appear in the Bluetooth settings as a connected device.

That said, if nothing happens when accepting that prompt, I'd recommend to give a try to the following in the given order:

1. Turn off other Bluetooth connections that are nearby.
2. Force quit the Fitbit app and reboot your phone one more time.
3. Restart your Versa 2.
4. Open the Fitbit app, tap on your profile picture > Set Up a Device.
5. Choose your watch and follow the onscreen instructions. Try the pairing process when prompt.

[MrMarv]

@LizzyFitbit - 

Thanks for the reply.

Four devices were paired with none powered up during my previous tests.

Earlier this morning I researched the number of pair devices allowed in iOS at 7 with 3 to 4 being the "reasonable number". I reduced the number to 2, my car stereo system and my Air Pods, which I ensured were off before trying your steps (which I have tried, but I'll try again).

1. Bluetooth devices OFF
2. Force quit app
3. Rebooted phone
4. Restarted Versa 2 during reboot of phone.
5. Verified after reboot that the Versa 2 was not on the Bluetooth settings screen on the phone.
6. Opened up the app.
7. Selected "Set Up" when prompted with "Bluetooth Pairing Required".

I noticed your instructions said "Set up a Device" - - - trying the above with "Remove this Versa 2" as step 1.5.

Went through the complete setup - the "Whole Magilla", including WiFi, firmware update check and Alexis setup.

• Device shows up in Bluetooth device lists with no Information Icon
• Always getting "Bluetooth Pairing Required" dialog box when attempting to access "Notifications"  or "All-day Sync" in Versa 2 Section of the app.
• Occasionally getting the same dialog box during sync attempts.
• I have nearly always pressed "Set up" when prompted - just for "grins" I've selected "Cancel" on occasion but not during today's tests.

And again, no Information Icon in Bluetooth settings, and if I take the app out of memory, Versa 2 disappears from the screen.

[MrMarv]

@LizzyFitbit - 

In addition to the above, I also reset all Network Settings on my phone - this includes Phone Network set to factory defaults, WiFi connections removed and allegedly Bluetooth settings, as well.

Still getting pairing requests.

[MrMarv]

@LizzyFitbit  -

Just took the Versa 2 firmware update to 70.7.21.

No change.

Removed the device and set it up again.

No change.

Awaiting an iOS app update to deal with the known iOS 13 pairing issues - it is not just FitBit that has issues with pairing.

And before anyone jumps in and says Apple doesn't want other apps and devices to pair so they can sell Apple Watches, think about all of the apps in the App Store that use Bluetooth and how much money Apple makes off of those apps.

[MrMarv]

@LizzyFitbit - 

You can add "Connected GPS" to the list of lost functionality due to pairing failures which means the loss  of the Walk Exercise App on my device.

My current list:

• All-day sync
• Notifications
• Versa 2 Exercise app will not connect.

Now that I'm retired (👏), I've actually been looking forward to walking the neighborhood for a few miles each day instead of driving 80 miles round-trip to work. I can still hope for auto-recognized, but it's just not the same.

Here's hoping your developers are listening.

[MrMarv]

And ...

iOS app is now at 3.14 (921).

Issues remain.

[MrMarv]

@LizzyFitbit & @KateFitbit -

We may have some movement on this...

Just took the iOS update 13.3.1 from 13.3.

Now my Versa 2 shows up in the the Bluetooth settings screen on my iPhone even without the FitBit app in the phone's memory.

The entry still does not have the "Information" icon associated with it and I still get pairing requests from the FitBit app in both the Versa 2 Settings screen and the main Today screen.

Interesting enough, I just tried to initialize the "Walk" exercise app on my device and was able to get Assisted GPS to work. Not going to say it is because of the iOS update, maybe the failure the other day was just that, an isolated failure.

Looks like maybe one step forward for Apple - now it's FitBit's turn.

[LizzyFitbit]

Hi @MrMarv. Thanks for getting back and I'm sorry for my delayed response.

I appreciate the time you took to review the steps suggested above, as well to try other steps on your own. The screenshot was also very helpful! Your Versa 2 should be able to pair after accepting the request, however since that's not happening despite the steps we tried together I've contacted our Support team to request a case on your behalf. They'll take a look to your details and provide you with assistance via email. Keep an eye on your inbox.

[MrMarv]

@LizzyFitbit - 

Thanks for your efforts.

I, and I'm sure others, appreciate your efforts on the boards.

[LizzyFitbit]

Hi @MrMarv. It's great to see you here. 

I'm sorry for the delay and I appreciate your kind words. I'm happy to help you and all our Community members. If you need anything else, don't hesitate to let me know! By the way, in case you have some spare time, I’d like to invite you to visit our Discussion Board where you will find great tips and you can also make new friends!

See you around. 

[MrMarv]

@LizzyFitbit -

I have exchanged a few emails with Tech Support. Nothing report, but the dialog continues.

[LizzyFitbit]

Hi @MrMarv. I hope you're doing well and I'm sorry for the delayed response.

Thanks for keeping me posted and I'm glad that you're working together with our Support team. Be sure that your case is on good hands! If you have any other question, feel free to let me know.

Catch you later! 

[gorhamguy]

Was the problem ever resolved? I’m having the same issue...

[MrMarv]

@gorhamguy -

Issues remain - Versa 2 firmware version 70.7.21, FitBit app version 3.16 (928) and iOS version 13.3.1.

I have gotten 5 pairing requests as I danced around to verify the information in the above paragraph - too funny.

Not having notifications almost cost me being late for a tax appointment the other day as my phone was on silent - not funny.

[gorhamguy]

Yes I finally got a somewhat straight answer from customer service. This is what they said...

“We just want to clarify that this is an ongoing issue between Fitbit and Apple devices. Know that your Versa 2 is not defective. And to be transparent with you, we are receiving multiple concern same as to what you are experiencing right now. Rest assured that our engineering team is working as hard as they can to find a prompt solution. As soon we have an update about this matter from them, we'll definitely let you know. 

Due to the complexity of the process, it may take longer than expected and we while we cannot determine any specific date, we know that this may sound repetitive but rest assured that we're actively working on this issue and we hope to update you with good news soon.

 We stay positive that, in a short period, you will not be experiencing this anymore.

We would hope for your utmost patience and understanding. Please let us know if there's anything we may do to assist you in the meantime.”

I don’t feel too confident that it will be resolved any time soon. Looks like I will be selling my Versa 2 and I’ll be in the market for an Apple Watch.

[MrMarv]

Issue continues under iOS 13.3.1 and FitBit app 3.18 (941).

[gorhamguy]

Thanks for the heads up. Yup, same problem still here. Super frustrating that they have not figured this out yet. 

[MrMarv]

Issue continues under iOS 13.3.1 and FitBit app 3.19 (945).

Eighty-nine days since my original post.

Seventy-nine days since last contact from FitBit Support where they acknowledge the issue and state they "are working to resolve it as quickly as possible".

A minimum of 10 pairing requests per day without a restart of the app.

Major issues with syncing - have had to restart the app numerous times a day in order to get a sync completed - which always triggers another pairing request.

Due to the pairing issue, Assisted GPS appears to be somewhat crippled, I receive no phone, email or messaging alerts.

I know there are a few more issues, but they don't come to mind at the moment - the above is enough.

As a former IT professional, I understand the issues involved. I also understand that the current environment is not conducive to "getting stuff done". But there are literally thousands of users with this problem, if the hundreds posting on the boards are any indication.

[MrMarv]

All reported symptons continue under FitBit app version 3.20 (952).

5/1/2020 - Also, the issue of the device disappearing from the phone's bluetooth device screen when the FitBit app is removed from the phone's memory has returned.