Versa 2 screen got frozen and won't sync

[Lydneu]

So last night when I went to charge my watch the screen froze in a ghost like appearance. I tried syncing it to first my iPad then my phone but I kept getting alert that said no device found. Went to bed angry then in morning all was back to normal. Be honest do I have a dud that needs returning? I’ve only had it a couple weeks. I don’t want to spend my life dealing with tech support and being told to delete app or try restarting.....this is the second versa I’ve had. My other had issues several times a month but I thought I would give it another go.

Moderator edit: updated subject for clarity

[MakMak]

Hi, @Lydneu! I can tell you I've had all three Versa models and never had a problem with any of them. Honestly, it sounds like your tracker may have just frozen and needed a restart, like many electronic devices do from time to time. If it happens again, I would suggest just giving your tracker (not your phone or app) a restart and seeing if that solves the issue. Glad it resolved itself this time!

[JuanJoFitbit]

@Lydneu it's great to see you in our Fitbit Community! I'm happy to assist you with your Versa 2 since the screen froze and it won't connect with your iPad.

I would like to follow up and would like to know if the issue persists or if it got resolved after restarting your Versa as @MakMak advised.

In the meantime, please try the troubleshooting steps that are listed in this help article in order to fix the syncing issue. After this, monitor your Versa and see if the issue gets fixed.

Keep me posted on the outcome! 😀

[loriemar5]

Hello. I also am having issues with my Versa 2 screen freezing. It is still tracking steps, stairs, etc, but I cannot swipe to down, up, left. I have restarted my device several times. Sometimes the swiping function will work for a while, but it will eventually freeze again. Any advice for me?

[Nik28]

same thing happened to mine try a factory reset and if that doesn't work they sent me a replacement

[SilviaFitbit]

@loriemar5 Welcome to the Community. Sorry for the delayed reply. 

I appreciate the details mentioned and the troubleshooting tried. I've shared your post with our Support team and they've mentioned you already have a case with them, please continue the communication through email. 

@Nik28 Welcome to the Community. Thanks for sharing your experience with our Support team. 

I'll be around if you have any additional questions. 

[AliLamb]

I'm having the same issues with my screen freezing and not syncing. What's the solution?

[loriemar5]

I contacted customer support. They will ask you to try restarting your fitbit (by holding down the left button for 10 seconds or until the fitbit screen displays). I did a factory reset before I contacted them, so not sure if they would recommend that or not. In the end, I was asked to make a video of the issues I was having and provide to them. After reviewing and asking some questions, they determined I was still under warranty and will be sending me a new device.

Good luck. 

[SilviaFitbit]

@AliLamb Welcome to the Community. Thanks for the details mentioned and the troubleshooting tried. In this case, I've shared your post with our Support team and they will continue assisting you. 

@loriemar5 Thanks for sharing your experience with our Support team. I'm sure this will help others who might experience the same. 

I'll be around if you have any additional questions.

[macey_25]

same with mine.  someone please help

[SilviaFitbit]

@macey_25 Welcome to the Community.

I would like you to confirm you've tried restarting your watch. Could you confirm that you have a Versa watch? Are you experiencing screen issues? 

Keep me posted. 

[macey_25]

yes I have tried that and I have a versa 2 !

[SilviaFitbit]

@macey_25 Thanks for getting back. In this case, I've shared your post with our Support team and they will continue assisting you through email. 

I'll be around if you have any additional questions. 

[Luckygems83]

I'm having a this exact issue as well as sometimes (getting more and more frequent) I go to look at the time and the whole screen won't turn on, it's just blank. So annoying & then a few seconds later it's fine. Been wondering whether I need to send it back. 

[Luckygems83]

Thanks for this is 6 helpful. I'll try a reset now & give it a week if not I'll ask you to swap it as mines only 3 months old. 

[SilviaFitbit]

@Luckygems83 Welcome to the Community. Sorry for the delayed reply. 

Thanks for sharing what you experienced with your watch. I appreciate the troubleshooting tried prior to posting. I see where you're coming from. 

I've shared your post with our Support team and they've mentioned you already have a resolved case with them, don't hesitate to get back if you have any additional questions. 

Catch you later! 

[VRMan3D]

After installing a 3rd party clock face (rebel - by nxt studios I think was the one ) my versa 2 gets stuck forever saying "Switching ..." And then it won't let me switch to a different face anymore...  and other features seem forever stuck.

[SilviaFitbit]

@VRMan3D A warm welcome to the Community. Thanks for getting in touch about this. 

I appreciate that you mentioned the clock face installed. I would like you to restart your watch and confirm you have the latest firmware version installed, this to ensure you receive bug fixes and improvements.

Once you've performed this, please change the clock face to another one. 

I'll be around if you have any additional questions.