Screen has gone black

[shreya93]

So last night suddenly my screen went blank for my Versa lite and hasn’t gone back to normal since. It is still counting my steps and syncing with my app, it just doesn’t display anything on the screen. I’ve tried to reset it, I’ve tried changing the clock face too. I’m currently in Kenya and my Fitbit was purchased from amazon Uk in November last year so is still under a year. What can I do? 

[rossa80]

Hi all,

Yesterday my Versa Lite's screen has gone and started to show stripes. After a while it came back and went on to stripes again few times. 

Today it did the same thing. I restarted it before unpairing from app and watch gave "Data not cleared Sync& Try again" error. I've unpaired watch according to provided steps and tried to set up again.

App in my phone found the watch and has requested number on my Versa Lite's display. Watch's screen light has turned on but it was all stripes again at the beginning and now just empty screen with blue light.

How can I get my screen back? 

Appreciate kind help.

Moderator Edit: Formatting

[LizzyFitbit]

Hi @shreya93 and @rossa80. Welcome to the Community.

@shreya93, thanks for letting me know about your Versa Lite and the troubleshooting tips tried. Since your watch's screen is still not working, I've gone ahead and contacted our Support team so they can create a case on your behalf. They'll get in touch with you via email. Please note that due to recent events affecting our operations there might be a delay in their reply, but they'll get in touch with you soon.

@rossa80, thanks for sharing detailed information about your Versa Lite. Also the steps tried on your own. Just to confirm, were you able to get your watch connected to your account? If that's the case, I'd recommend to perform a regular restart and then change the clock face to one from Fitbit to test its behavior.

I'll look forward to your response.

[shreya93]

Thank you. Looking forward to a solution.

[LizzyFitbit]

Hi @shreya93. I hope you're doing well.

You're welcome! I'm sure that they'll be happy to continue assisting you the same way I will be if you need anything else. In case you have some spare time, I’d like to invite you to visit our Health & Wellness board where you will find great tips and encouragement from other members.

[Mannpatel]

Yesterday night it was suddenly stopped so i thought it might be due to charging problem so in morning after i charged it and removed (2hr) it wasn't working and as i kept it for charge a pop up came but on removing it isn't working.I  bought it from canada but i am right now in india and it is in warranty period as i bought in november 2019 .so i request to tell what to do next ??

[LizzyFitbit]

Hi @Mannpatel. Welcome on board.

Thanks for sharing that your watch isn't working correctly and for the steps tried on your own. Just to confirm, do you see a green light on the back of feel a vibration when pressing the left button? Usually that screen appears when the charging cradle isn't working or if power source you're using is insufficient. That being said, I'd recommend to give a try to the troubleshooting tips described here and let me know the outcome so I can continue working with you.

[hannonsays]

My wife's Versa 2 has the black screen issue as well.  Worked fine until she charged it last night.  Today, now screen.  It will buzz and the green light works on the back, just nothing on the screen. I tried to reset, did the reset, then charge and reset, and also did the new clock face, and nothing.  

What can be done to fix this? 

[Metalroses]

My screen is also  not working, everything else is like the vibrations and that little green light at the back. But the screen doesn’t do anything when I touch it or when I touch a button. Even when I charge it it doesn’t react does anybody know what to do?

Please help

[Mannpatel]

Thank you but while pressing the side button no light is been seen in my versa lite nor a vibration and i tried trobkeshoot but then also no responce .But while we keep it for charging it starts up as the screen was switched off and charging shown is also full 100 then also this process is been shown if you need i can record and video and send u a video about this watch so plz help me 

[LizzyFitbit]

Hi @hannonsays and @Metalroses. Welcome to the Community Forums. @Mannpatel, it's great to see you around.

@hannonsays and @Metalroses, thanks for letting me know about your watches and for the troubleshooting tips tried. You guys did a wonderful job! While checking your details I noticed that you have a case created with our team. Your cases are on good hands and please keep an open communication with them so you can receive further assistance.

@Mannpatel, thanks for trying the suggested steps from my post and sharing more details about your watch's behavior. I understand how you're feeling about your watch not working correctly and since you'v exhausted our troubleshooting, I've requested a case on your behalf so our Support team can take a look and continue helping you via email. Keep an eye on your inbox.

[Mannpatel]

Thank for your suggestion but i have not reacieve an email from fitbit support for further help so can u please explain the duration that they u would reach me .....

[LizzyFitbit]

Hi @Mannpatel. Welcome back!

Thanks for keeping me posted. I got in touch with the Support team and I was told that they sent you an email with further details about your case. Please double check your inbox, spam and junk folders and feel free to let me know if you don't find it so I can request them to resend it to you. While their reply might be delayed due to the current events affecting our operations, be sure that your case is on good hands.

[Mannpatel]

Thank you for helping me and they have sent the mail and i have received the replacemnt order .

[LizzyFitbit]

Hi @Mannpatel. Welcome to the Community Forums.

You're welcome and thanks for your patience! I'm glad that you received help from the team and I hope you can continue enjoying the experience.

If you have time, check the Health & Wellness board where you can make friends and find tips to achieve your fitness goals!