Screen not responding

[VP71]

I did the update on Friday 11th /Oct 2019. All seemed to go well until following day my Versa screen went blank and I can’t get any response. Tried restarting, makes a little noise but screen still blank, just darkened 

Moderator edit: Subject for clarity

[Wuz81]

Same thing has happened to me today too!

[YojanaFitbit]

Nice to see that you're digging into the Forums @VP71 and @Wuz81, let me give you a warm welcome to our Community. 

Thanks for troubleshooting prior to contacting us @VP71. @Wuz81 please confirmed if you've followed the steps to restart your Versa. If your Versa is not showing anything on the screen, please make sure it is able to charge. You will find possible solutions for this here. 

@VP71 you mentioned that your Versa is making a little noise. What type of noise is it doing? 

I'll be around to keep assisting you. 

[Chels84]

This happened to me as well. I saw they had a firmware update and left my versa beside my phone to update on Friday. I thought it updated and everything was fine until later that night. As I was sitting down doing nothing my Fitbit started going into workouts or relax mode. It would just vibrate out of no where then eventually the screen went blank by the next morning. It still vibrates and it’s “working” because it will sync with the app but I can’t see anything. I called yesterday and went through all the steps. She said I actually didn’t update the firmware which is weird. She then told me they are aware of the issue and to call back Tuesday 😩 this is so frustrating! My versa actually saved my life last year when I was having a anaphylactic reaction. I called 9-1-1 after I saw on my Fitbit how high my heart rate was. If I hadn’t of called then I would be dead because I ended up unconscious shortly after 😢

[chitownkjay]

Mine is doing the same thing. I noticed this morning my screen was gray, so I charged it again (it was at 80%) and noticed it was syncing with the app but the screen was completely black. I then updated the firmware and it’s charging but nothing is appearing on the watch screen. I tried resetting and it buzzed after about 30 seconds of holding the back and bottom buttons but nothing since. Super frustrating! 

[VP71]

Hi thanks for replying,
Noise is more like a vibration when restart happens. It seems to still record as showing up on my app on phone when syncing. Screen blank though and not responding to restart etc

Sent from my iPhone

[YojanaFitbit]

Hi @chitownkjay, @chitownkjay and @VP71 thanks for getting back me.

Wow @Chels84! I'm glad that you're okay now. This is an impressive story, thanks for sharing it with us. I'm glad to see that you're receiving help from our support team. Please keep communication open with them, they will be glad to keep assisting you.

Thanks for those details @VP71, that sound is normal when you're resetting your Fitbit. @chitownkjay thanks for the steps you've tried. 

Try the following steps: 

1. Make sure that your Fitbit Versa is up to date:  How do I update my Fitbit device?
2. Perform the factory reset on your Versa: How do I erase my Fitbit device? *Please note that you’ll need to reinstall any apps and music on your device after the reset. Try to sync your device before performing the factory reset.

I'll be looking forward to your new comments!

[chitownkjay]

Good morning! I called customer service and we tried to hard restart it and while the agent could see it charging and syncing, there was still never a display on my Versa. Since it was only three months old and still under warranty, FitBit is shipping me a replacement. I appreciate the follow-up!

[YojanaFitbit]

Hi @chitownkjay thanks for getting back to me. I'm glad to see that our team was able to give you a hand with this. In case that you need anything else, please keep me posted. 

I'll be around. 

[Wuz81]

Thank you so much for getting back to me!
I wondered if it was the firmware update that had caused the issue.
What an incredible situation you were in!!! My goodness!!
Thank you for the welcome!
Unfortunately my screen is still blank after trouble shooting 

My app just says it can't locate my device anymore.

[YojanaFitbit]

Hi @Wuz81! Thank you for your participation in the forums.

Thanks for all the steps that you've tried with your Versa, you did a great job. We strive for excellent customer service, and customer satisfaction remains our number one goal. I've requested to our support team to create a case on your behalf. You should soon receive an email from customer support, they will be glad to keep assisting you.

I'll be around in case that you need anything else.