Versa 2 has randomly shutdown and won't come back on

[Jodieecclestone]

My Fitbit Versa 2 randomly shut off yesterday and I have not been able to get it back in since. I have only had it for two weeks and has worked fine up until now. It is just a black screen and nothing will happen, it was charged Upto 70% when it turned off. Can anybody help me??

Moderator edit: updated subject for clarity

[elwax]

This happened to me also 😞 

[Holtzmann]

Have you already tried any troubleshooting tricks? 

Do you have a third party clock face? First thing, try changing the clock face to the FitBit default one, or at least one made by FitBit. 

Here's how to change the clock face. 

[Jodieecclestone]

The clock face was a default for it one. The device won’t even turn on it’s just a dead

[Holtzmann]

Have you tried doing a restart? Here's how. 

Next step would be a factory reset. 

To perform the factory reset please do as follows.:

1. Hold the back button for about 8 seconds. 
2. When the Fitbit logo disappears:
   1. Release the button briefly (for less than 2 seconds). 
   2. Hold the button again until you feel a second, longer vibration, which indicates they initiated the factory reset. 

If that doesn't help, then contact customer support. 

[Jodieecclestone]

Thanks for all your advice. The Fitbit itself it completely dead, despite it having 71% battery before turning off. Problem was taken over but Fitbit support and a replacement Fitbit is now being sent out, as it’s only 2 weeks old!!

Thanks again

Sent from my iPhone

[Holtzmann]

Ahh! I'm glad you're getting a new one, though. Hopefully it will work great! 

[ICEPRINCESS1141]

This happened to me too on same day.  I put it on charger thinking it was dead.  Still nothing I waited a few hours took it off chargers try to turn on had to hold buttons for about 10 seconds it turned on and it said only 5 percent charged so I put back on charger it charged fully but now my clock is off by 2 hours and can't get it to correct time 😡

[MarreFitbit · Accepted solution]

Hello everyone. I'm sorry for the late response. 

Hey there @Jodieecclestone, welcome on board. I'm very glad to hear that our Support Team replaced your Versa 2. Thanks for your efforts in troubleshooting your watch. 

Hi @elwax and @ICEPRINCESS1141, welcome to the Community Forums. I'm sorry to hear that you're going through this situation with the screen of Versa 2 smartwatches. I appreciate all the steps you've done in order to get this solved. If you're still having issues with the display or the battery, I'd recommend the steps below:

- Restart your watch as follows: How do I restart my Fitbit device?

- If your Versa 2 does not charge, see: Why isn't my Fitbit device's battery charging?

On a side note, as per the description of your posts, it seems that your watches have insufficient power source. Where do you charge your tracker? Have you checked if by any chance the USB port or outlet is faulty? If you haven't done so, try a different port. A UL-certified wall charger will also work. Don't use a USB hub. 

Here are some of the best tips to charge your Fitbit:

• Use only genuine Fitbit charging cables
• Use only UL-certified wall chargers
• Avoid USB battery packs
• Charge at room temperature

For charging purposes, your charging cable can be plugged into any USB power source, including but not limited to:

• A computer
• A Wall A/C to USB adapter, commonly found with smartphones
• A DC to USB adapter (vehicle power port)

If your Versa 2's battery is or keeps draining, see: Can I extend my Fitbit device's battery life?

In addition to the display of battery issue @ICEPRINCESS1141, if your watch is showing an incorrect time, sync your Fitbit device to see the correct time. For more information, see How do Fitbit devices sync their data?

Hey @Holtzmann, thanks for all your help here.