Fitbit Versa screen stuck on logo.

[TahoeMama]

This morning my Fitbit Versa has been either stuck/frozen with the screen staying on the Fitbit logo, or blank. a few times the clock face comes up, but it then appears "stuck", and then it will go back to the logo screen again.

I've tried numerous times to use the buttons to restart the Versa, but nothing has changed.

It appears to be syncing to the app on my iPhone.

I can't perform a manual restart with the buttons or use the settings apps on the Versa.

What next???

[MakMak]

Hi, @TahoeMama! How long did you hold the left and bottom right buttons to restart the tracker? Did you actually feel the tracker vibrate? It takes over ten seconds for the restart. I would suggest trying that again a few times.

[TahoeMama]

I held down on the required buttons for at least 15 seconds every time.

The Versa device never vibrated either. The logo would just pop up on the screen and then stay stuck on that image. 

Thanks for your suggestions.

[TahoeMama]

Update: now nothing appears on the Versa screen; it's just blank.

It still charges, as the lights on the under will flash, so I know it's not the power source, or battery.

I'm going to see if the warranty covers this. I've only had the Versa since May of this year.

Thanks,

[vintagechutzpah]

Somewhat same thing happened to me.

It was just on 60% and then it all went black. I tried re-charging. The interface goes back up but won't get past to 1%. Once you take it off the charger, it's just dead! I tried to troubleshoot + factory reset but nothing works. 

I contacted customer service. The chat agent was great. I am now doing an e-mail exchange. They decided that it might just be the charger. They'll be sending a charger replacement instead. I'm from the Philippines so imagine how long will that take. Imagine also the frustration when I try the new charger and it still doesn't work and it ends up being the hardware fault at all.

Oh! Quite frustrating!

I just bought mine on June and it's dead already! 

[TahoeMama]

I'm chatting with support right now.

Determined that the issue is with the screen, as it charges (but the battery icon never comes on) and keeps the charge as it normally would. Plus, the factory reset action didn't do anything.

Thanks for your suggestion.

[TahoeMama]

My Versa also connects to the app on my phone.

[vintagechutzpah]

Hope everything gets resolved with yours! It's a great product with sadly just a lot of quirks.

[vintagechutzpah]

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@vintagechutzpah wrote:

Same thing happened to me! It was just at 60% and then it suddenly died. I tried charging again. The interface gets back but when you take it out the charger, it dies. It can't even charge past 1%. 

I've contacted customer service and they think it's just the charger that's at fault.I even sent videos on all the troubleshooting + factory reset. I'm from the Philippines and they're sending in only a charger replacement. I'm waiting for their reply how long it will take. It's just going to be saddening if apparently it's not just the charger. How long will I have to wait? It's saddening. I think I'm getting an Apple watch when the new one comes in instead. 

Just an update. The charger arrived within one week. They shipped it from China so it was fast to get here in the Philippines. Unfortunately, it ain't a charger problem. I plugged it in the new charger they gave me but it reacts the same way. I've just e-mailed them now asking what to do next. 

I called in the retailer wherein I purchased the Fitbit from. It's still under warranty. So, that's an option to just give it back there. The process time though would take 2-3 weeks as it has to go to their HQ and personally inspect it before any decision of giving a new replacement or what have you.

WHAT A HASSLE. Anyway, I'll wait for the Fitbit team to reply first.

[vintagechutzpah]

ok, they're replacing it, finally. and they're quick about it. looking back, i'm quite impressed on the customer service. 

yes, there's still worry that in another 3 months, this might happen again. yes, it makes you think on why I didn't get the apple watch instead. but yep, looks like I'm still going to enjoy my Fitbit Versa until it lasts.