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Device unresponsive - Fitbit logo is shown

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‎08-19-2019 14:43 - last edited on ‎08-20-2019 15:54 by Fitbit Moderator

‎08-19-2019 14:43 - last edited on ‎08-20-2019 15:54 by Fitbit Moderator

I've had my Fitbit Versa for 3 months.  For the past 3 days, it has only displayed the Fitbit logo and the battery keeps draining quickly.  I haven't been successful in resetting it.  The app shows that it is logging steps when I'm not even wearing it.  

 

Moderator edit: Subject for clarity 

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‎08-20-2019 15:53

‎08-20-2019 15:53

Hello @Kgarr1668 welcome to the Community Forums, thanks for your post.

 

I appreciate all the information that was provided in your post, thanks for troubleshooting this situation prior to posting. Since you already tried our restart process, please try our factory reset procedure following the below steps. Keep in mind that this process is completely different than the restart process you already tried:

 

  1. On the device, hold all three buttons for about 10 to 12 seconds. 
  2. When the Fitbit logo disappears, quickly release the bottom right button, continuing to hold down the left and top right buttons (releasing the bottom right button as soon as the logo disappears is time sensitive). 
  3. When the device vibrates, release all buttons. 
  4. Wait for approximately 1-2 minutes while the device clears all data. Eventually, the Fitbit logo appears and the device boots and displays Fitbit.com/setup.
  5. When the device successfully resets, please use the normal out of the box process of updating the firmware. You can check: How do I update my Fitbit device? for more details. 

 

Take in consideration that a factory reset deletes any stored data, which includes all data that hasn't synced to your Fitbit account and your applications, alarms, etc. 

 

I'll be here if you need further assistance. Keep me posted.

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5 REPLIES 5

‎08-20-2019 15:53

‎08-20-2019 15:53

Hello @Kgarr1668 welcome to the Community Forums, thanks for your post.

 

I appreciate all the information that was provided in your post, thanks for troubleshooting this situation prior to posting. Since you already tried our restart process, please try our factory reset procedure following the below steps. Keep in mind that this process is completely different than the restart process you already tried:

 

  1. On the device, hold all three buttons for about 10 to 12 seconds. 
  2. When the Fitbit logo disappears, quickly release the bottom right button, continuing to hold down the left and top right buttons (releasing the bottom right button as soon as the logo disappears is time sensitive). 
  3. When the device vibrates, release all buttons. 
  4. Wait for approximately 1-2 minutes while the device clears all data. Eventually, the Fitbit logo appears and the device boots and displays Fitbit.com/setup.
  5. When the device successfully resets, please use the normal out of the box process of updating the firmware. You can check: How do I update my Fitbit device? for more details. 

 

Take in consideration that a factory reset deletes any stored data, which includes all data that hasn't synced to your Fitbit account and your applications, alarms, etc. 

 

I'll be here if you need further assistance. Keep me posted.

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‎08-20-2019 19:41

In response to RicardoFitbit

‎08-20-2019 19:41

After releasing bottom right button it hasnt vibrate. And it is still not able to connect

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‎08-21-2019 03:35

In response to RicardoFitbit

‎08-21-2019 03:35

That worked.  Thank you!
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‎08-23-2019 03:37

In response to RicardoFitbit

‎08-23-2019 03:37

That worked.  Thanks

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‎08-30-2019 20:37

In response to Kgarr1668

‎08-30-2019 20:37

Hello again! It's a pleasure to continue providing assistance, sorry for the delay in responding. Welcome aboard @Sahil5 and thanks for your reply and update @Kgarr1668. 

 

@Sahil5 Thanks for troubleshooting this prior to posting. I was informed by our Support team that they already provided you with assistance regarding this situation, therefore, my best advise for you will be to contact them back if you have any additional questions about the information that was provided by them. I'll be here if you need anything else.

 

@Kgarr1668 I'm happy to know that the information that was shared on my post was helpful enough to resolve your concern. Please do not hesitate to contact me back if you need anything else or if you have any additional questions for me to answer, I'll be here.

 

See you around.

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