My Versa keeps shutting itself off

[jamiec3320]

I’ve noticed on several occasions that my watch goes “black” and doesn’t respond until I press the three buttons. It will work for a while the it will do it again. I’m getting very frustrated with having to restart my watch several times a week. Any information would be appreciated. Thanks in advance...

[SeleneD]

If the screen keeps turning off while you are using your watch, try going to settings on the watch and adjusting the time the watch will stay on, I hope it works.

[jamiec3320]

I don’t see that setting option.
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[SeleneD]

Go to settings on the FitBit Versa and scroll through the options and it should say Backlight delay.  From there keep tapping on that until it shows the time you want.

[jamiec3320]

On my watch settings only show “tips and tricks” and “inspiration”. Am I
looking in the wrong place or don’t have the correct updates?
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[SeleneD]

1. First go to settings on the watch.
2. Scroll through the options until you see ''Backlight delay''
3. Tap on that until you see the time that is perfect for you
4. There are three options, 10 seconds, 15 seconds, and 20 seconds
5. In my opinion 15 seconds works the best

I will take a picture for you.

It is the application it the bottom right.

Moderator edit: merged replies

[jamiec3320]

I found the settings and changed it to 15 seconds. Not sure it’s gonna work
because my watch doesn’t time out it completely shuts down and I have to
press all three buttons to re-activate it.
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[SeleneD]

Ok I'm glad you found it!

[meresydotes]

@jamiec3320 I don't think the screen timeout is going to help. You should probably do a factory reset and contact support for a replacement if that doesn't work. To factory reset:

1) Delete Versa from bluetooth on your phone.

2) From Settings app, go to About and pick Factory Reset. Let it do its thing.

3) Set it up again like you did when you first got it.

[jamiec3320]

I realize I’m a little slow, but, I can’t find the factory reset in the
settings.
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[meresydotes]

@jamiec3320 You're fine! It's in the same settings as the screen timeout. Look under About. You'll have to scroll all the way to the bottom.

[jamiec3320]

Thank you!! I’ll try this tonight before I go to bed so I’m not shorting
myself on data. Hopefully this will fix the problem because the next step
is customer service and possibly a replacement watch.

Thanks again!
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[meresydotes · Accepted solution]

@jamiec3320 Sync first and you'll only lose the data you might have accumulated while it's off your body. Good luck!

[AlvaroFitbit]

@jamiec3320 Welcome to the Fitbit Community! It's great to have you here! I would like to know if you tried the suggestions @SeleneD and @meresydotes shared with you and if they worked to fix the issue?

I look forward to your reply!

[jamiec3320]

Yes, the help I received from @meresydotes worked perfectly and solved my problem. Thank you for following up.  

[bowlinggirl]

I have the same issue, it was working fine until yesterday then it just turned itself off, I did the restart, the reset and halfway through the reset it quit again and wouldn't come back on, it's not even a year old yet!!

[Tess1964]

Same here! 😣

[SergeantsMom]

Mine just started shutting off as well. It will turn on when its in the charger, but not off the charger. I have 100% charge as well. I havent tried the factory reset yet. This is Frustrating!

[SunsetRunner]

Mine just started on 9/6/19   It will shut off ever 2 o 3 hours and the only way i can restart it is to place it on charger. I have not tried a factory reset or to remove it from device and add it again.  I did reach out to Fitbit and they had no suggestions.  They kept focusing on battery and charging.  My device was upwards of 80% and still turning off ever couple hours. 

[Gregmday]

Mine started doing exactly the same thing a few days ago. The watch is less than a year old. I have bumped up the screen timeout to 20 seconds so we'll see what happens today.