Please help!

[RandomGuy7767]

My Versa screen will turn on for a couple seconds and then half the screen will turn black. Then everything’s starts to fade away. I only had the Versa for a day. I tried restarting the Versa but it didn’t help. 

[Marrrmaduke]

@RandomGuy7767 Try performing factory reset. Go to Settings app on your Versa, scroll down to About, tap it and scroll down to Factory reset. This will erase all data on your tracker and you will have to set it up again. You will have to delete Versa from your account in the Fitbit mobile app and from your Paired devices list in your phone's Bluetooth settings.

If you are unable to perform factory reset from the Settings app, try using 3-button method:

1. Press and hold all 3 buttons until fitbit logo appears (approx 15 seconds) an disappears
2. After Fitbit logo disappears, release the bottom right button
3. Wait until you feel strong vibration and release the other buttons.

You may need to attempt the reset a few times to find the optimal times. Trying holding the buttons longer, as long as it's needed for the vibration to appear.

[RandomGuy7767]

Thank you very much!!

[Marrrmaduke]

@RandomGuy7767 Let me know how it goes!

[RandomGuy7767]

I tried the factory reset and the Fitbit screen just turned blacked and won’t finish installing. 

[Marrrmaduke]

@RandomGuy7767 did you get the Set-up screen on your Versa?

[RandomGuy7767]

Yes, however when the Versa is downloading the data, the screen will slowly turn black 

[Marrrmaduke]

@RandomGuy7767 you should be able to monitor progress of the upgrade in your Fitbit mobile app. You may need to rely on that until upgrade is finished. Versa should be downloading the latest firmware (.24). I have a bad suspicion though, it might be a hardware issue. If the upgrade fails/does not resolve the issue, you will have to reach out to Customer Support to guide you through the next steps as you may need a replacement.

[RandomGuy7767]

alright, thank you

[Marrrmaduke]

@RandomGuy7767 Good luck! The good news is if it's a hardware issue, Fitbit CS is good about replacing devices.