Fitbit Versa Lite has frozen screen

[Leebie75]

Hi, my wife recently purchased a versa lite, this morning it synced OK, sleep everything, but not the face is frozen, only the time is working! I've reset following instructions on other threads, and deleted and reinstalled through the app, and even changed the clock face but still nothing! Any other ideas please? 

Moderator edit: subject for clarity

[Marrrmaduke]

@Leebie75 Are you able to swipe the screens? Are you able to access stats? Which clockface are you using? You mention reset. Do you mean you rebooted several time by pressing and holding the back button for 10 seconds until Fitbit logo appears?

[Leebie75]

No, the screen won't swipe, and yes we've held the back button to get the fitbit screen a few times and no luck! She had a digital clock (a fitbit one), but we changed to the fitbit analogue one, and still no luck! 

[LiliyaFitbit]

Hi @Leebie75 and @Marrrmaduke , it's nice to see you back on the Community!

@Leebie75 thanks so much for taking the time to troubleshoot the issue your wife is experiencing with her Versa Lite display. Since the watch still shows the same behavior and the restart has not been able to fix this, I'd like you to try a factory reset. Please note that after doing a factory reset, all apps installed and the data that has not been synced yet to the Fitbit account will be deleted. 

In order to do the factory reset, please do the following:

1. Hold the back button for about 8 seconds. 
2. When the Fitbit logo disappears:
   1. Release the button briefly (for less than 2 seconds). 
   2. Hold the button again until you feel a second, longer vibration, which indicates you initiated the factory reset. 

You can set up the watch back to the Fitbit account by following the instructions on this link: How do I set up my Fitbit device?

@Marrrmaduke thank you for your support!

Keep me posted on the outcome!

[Leebie75]

Thanks @LiliyaFitbit, tried this process, and while it seemed to reboot OK, it wouldn't connect to my wife's phone! I managed to do it on my phone instead, but after doing a massive update, still seems to be stuck, it's like the touch screen isn't working! She's gonna contact where she got it from, as she's only had it a week, to see if she can get a replacement! Thanks again Leebie 

[LiliyaFitbit]

Hi @Leebie75, thank you for your reply. 

I am sorry to hear the issue persists. I appreciate your troubleshooting efforts. Thank you for letting me know that your wife will try to contact the retailer where the device was purchased. Note that we're unable to influence retailer's policies, however if they won't help please let me know and I will be glad to follow up. 

I'll be around if you need further assistance.

[Fiso71]

Hi @Leebie75 

Read with interest your wife's challenges with Fitbit - my Versa Lite is doing exact same thing and only 6mths old. I wondered if you got it fixed somehow or replaced?  Unfortunately my husband purchased mine when travelled to USA mid this year and has misplaced the receipt.  Trying to speak with the right person at Macy's in San Diego for a copy of the receipt is not easy feat! Therefore just wondered if you'd had any success.  

Many thanks, Fi 

[Mibeachlover]

I too am having issues with my Fitbit being frozen.  Fitbit tells they won’t send me a replacement until I send the Fitbit into them then they will send me a new one.  They said they have no knowledge of this happening. My device is only 6 months old as well.  I am very frustrated as I love this device, but it’s like the touch screen isn’t working. I have tried the reset and it sort of works, but it’s very sluggish.

[aserene]

I’m having this exact problem. I’ve reached out to Fitbit via their social channels and still nothing. This is becoming very frustrating.

[SunsetRunner]

Let versa lite completely die out.

Recharge to about 100% 

Then try again if that fails hold the button for 10 sec 

If it continues to work plug it in to a computer and see if your computer sees a device if it dosent send it to fit bit because the device could be defective 

[Jleavell]

My Fitbit versa lite is doing the same thing. Frozen screen. 

[Mibeachlover]

I have found if I reset mine by holding the button on the left for 10 seconds it will work for awhile.  However, mine is now resetting itself multiple times a day and this is draining the battery.  I called last week and they said a new firmware was expected to be rolled out by 1/1/20...well that hasn’t happened.  When I called yesterday they now can’t give me a date.  I have notified them that my battery isn’t lasting and the heart rate isn’t recording correctly.  Well just sitting reading it’s recording my heart rate as 111 and higher.  They are making me jump through all kinds of hoops even though it is still under warranty.  It is very frustrating!

[Dhoula]

My new fitbit versa lite arrived yesterday. I have charged it, re set it but it keeps freezing on the loading screen. I have pressed the re set button lots of times. But nothing. Any ideas or should I return it? 

[Drjensh]

I’m also having the same problem, which was starting to happen even before the fiasco firmware update released last week. I’ve finally gotten the update to work (after hours of repeated attempts finally resulting in full factory reset and setting it up again like it was brand new) but now the watch is stuck on the quick tips screen, with the “start” box at the bottom not responding to touch to move to the next screen. I’ve seen the recommendation to drain the battery so I guess I’ll just wait another week for that to happen and try again. Meanwhile I have a piece of driftwood doing nothing on my wrist and no health tracking data. I’ve had the watch for less than 3 months. 

[CH1021]

I'm having the same issue! Can't swipe or have it respond to a tap. Sometimes going into the app and having it sync will wake it up but then it'll start again shortly after. I notice it worse in the morning when Im trying to take it off the "night" setting. Its only a couple months old so I'm getting annoyed. Also i know i purchased the extended warranty, but i don't know where to find it. Thanks.

[JLChenoweth]

I have had similar issues. At this moment, I am finishing a workout and 3 times while mid workout, the screen stopped responding, it closed itself out, and went back to the home screen without saving any data of the the workout. This problem comes and goes and I really hope that FitBit can push an update for the Versa Lite to correct these issues. Otherwise, I may end up returning mine or having it replaced through FitBit. I like the brand and I love my fitness tracker, just can’t keep dealing with this trying to track my workouts. 

[Mibeachlover]

They finally replaced mine. It works fine, but I didn’t update it either.
I also didn’t change the clock face. So far this one is working great,
just like my previous one did until their updated firmware in Dec.

Ann

[JLChenoweth]

So basically, I need to factory reset my Versa lite and not execute the update in the app.

Sent from my iPhone

[Mibeachlover]

I don’t know what version you are on, I can’t answer that.

Ann

Sent from my iPad

Moderator edit: personal info removed

[lunaball21]

I too have problems with it.  Already done reset and factory reset.  Still not working also disable all notifications on to Versa Lite and still not working.  Already contact on Twitter and just tell me same boring too just to reset.  I just got mine in Dec. Ready to put it in the drawer.