Unresponsive device - Clock error

[JMRetired]

My Versa battery ran out of power.  I hadn't charged it in a few days.  When it finally hit 0% and shut off, I put it on the charger over night (about 12 hours).  Now it won't turn on and when it does come on it's connected to the charger, shows a clock error and will not sync with my mobile app to change the screen.

I had the same problem with a Charge last year and my daughter has had the same problem with her Versa earlier this year.

Moderator edit: Subject for clarity 

[RicardoFitbit]

Hi @JMRetired, welcome to the Community Forums! It's a pleasure to assist you with your battery concern.

Thanks for taking the time to bring this to my attention, I appreciate your effort and patience troubleshooting your device prior to posting. Seems odd that your device is showing such message when it does come on, can you please let me know when was the first time you experienced this and how many times since then? If you haven't already done so, I recommend you to restart your Versa following the next steps:

1. For Fitbit Versa, press and hold the back and bottom buttons until you see the Fitbit logo on the screen. 
2. Let go of the buttons.
3. If you still have issues with your device, turn it off and turn it back on. For more information, see How do I turn off my Fitbit device? 

Also, please check our help article: Why isn't my battery charging on my Fitbit device? for some tips about how to properly charge your device. Even though it comes on, it seems that the battery is not taking charge at all. 

Keep me posted and let me know if you have any additional questions.

[JMRetired]

I have attempted to restart my Versa.  The only time the screen illuminates anything is when the charger is attached.  I've tried every button combination I can think of, holding them down for minutes at a time.

[RicardoFitbit]

Thanks for your reply @JMRetired, sorry for the delayed reply.

Your effort and patience troubleshooting your device are appreciated, I'm sorry to know that the steps above didn't resolve your concern. Since the restart process failed to resolve this situation, please try the following steps to factory reset your device:

1. On the device, hold all three buttons for about 10 to 12 seconds. 
2. When the Fitbit logo disappears, quickly release the bottom right button, continuing to hold down the left and top right buttons (releasing the bottom right button as soon as the logo disappears is time sensitive). 
3. When the device vibrates, release all buttons. 
4. Wait for approximately 1-2 minutes while the device clears all data. Eventually, the Fitbit logo appears and the device boots and displays Fitbit.com/setup.
5. When the device successfully resets, please use the normal out of the box process of updating the firmware. You can check: How do I update my Fitbit device? for more details. 

Take in consideration that a factory reset deletes any stored data, which includes all data that hasn't synced to your Fitbit account and your applications, alarms, etc. 

I'll be here if you need further assistance. Keep me posted.

[JMRetired]

I have already tried the factory reset.  Nothing.  I didn't realize a this would be this much trouble all stemming from a dead battery.

[RicardoFitbit]

Your prompt reply is appreciated @JMRetired.

Thanks for letting me know that a factory reset was already tried. Support team informed me that they already provided you assistance with the inconvenience you're experiencing with your Fitbit Versa. That said, my best advice for you at this moment will be to contact them back if you have any additional questions about the outcome of your case or if you require further assistance.

Let me know if you have any additional questions.

[JMRetired]

The problem isn't fixed.  I still cannot turn on the device.  While it's connected to the charger it's syncing, somehow.  My mobile app cannot find the device on or off the charger.

[RicardoFitbit]

Thanks for your reply @JMRetired.

I appreciate the details that were shared in your post. As per my previous post, please get in touch with our Support team again since they already provided you assistance with the difficulties experienced with your Versa. I'm sure that they'll answer all the questions your may have in regards the outcome of your case.

I'll be around if you need anything else. 

[JMRetired]

The problem is nothing was done to help with the problem.  I've only been told to do a factory reset and restart of my device.  The video below is exactly what my Versa is doing.  https://www.youtube.com/watch?v=OTVBLwXx1kg&spfreload=10 Looking at the comments in the video, there are several people having the same problem.

[RicardoFitbit]

Your reply is appreciated @JMRetired, sorry for the delayed response.

Thanks for bringing this to my attention. I've contacted our Support team on your behalf so they can provide you with more information about the resolution of your case. Keep an eye to your email inbox, they'll be in touch with you in a timely manner. 

Let me know if you have any additional questions.