Versa 2 screen got stuck on one screen after the update

[jessag03]

Uploaded the new firmware yesterday, worked fine today but an hour ago I was switching through screens and now it is stuck on one screen that isn't even helpful.   Holding the button down for 10+ seconds hasn't done anything and I can't get to settings to shutdown and restart.

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there @jessag03, welcome to the Community Forums. I'm sorry to hear about your Versa 2's screen behavior after the update, I understand how you must be feeling. Thanks for the details provided in your post and for your time and efforts in trying to fix the screen prior to posting here.

If you haven't done so yet, please check in the Fitbit app if your Versa 2 is still syncing, if so, try changing the clock face to a different one by following these steps: How do I change the clock face on my Fitbit device?. The steps are done through the Fitbit app, do not worry if you cannot see anything on the screen for this process. 

When you performed the restart on your watch, did you feel a vibration? If your Versa 2 did not vibrate, please try the steps below:

• Clean the charging contacts on the back of your device and the pins on your charging cable using the instructions in How do I clean my Fitbit device?
• If the error "insufficient power source" appears on your device's screen, remove other devices plugged in to your power source, or plug your device in to another source.
• Try a different USB port or a UL-certified wall charger.
• Check the alignment and try reconnecting your device to the charging cable. For more information, see How do I charge my Fitbit device?
• Restart your Fitbit once again. For more information, see How do I restart my Fitbit device?

If the above steps don't work, at this point I recommend doing a factory reset (before doing so, make sure to remove your watch from your Fitbit account): 

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 you initiated the factory reset. 

You can follow the steps to set up the device after that: How do I set up my Fitbit device?

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

I'm looking forward to your response, keep me posted. 

[jessag03]

@MarreFitbit   My fitbit is still syncing to the app, I have tried to change the clock face several times - i feel the vibrate that it is updated however when it is done the new clock face does not show and it remains on the same screen that it is stuck on.

When I hold the button to restart, I do not feel a vibration, I do not see the fitbit logo, and it does not restart.  I've cleaned the button as suggested and that did not help either.  My fitbit was charged yesterday - so it is at 90% battery life right now.  I received a call this morning and that show up on my fitbit screen to either answer or decline and it vibrated but afterwards it went back to the same screen that it is stuck on.

I disconnected the fitbit from my account to try the factory reset and again nothing - no vibrations, no fitbit logo on the screen.  I'm stuck.

[MarreFitbit]

Hi there @jessag03, thanks for getting back. I appreciate you had followed the tips and recommendations provided above.

Since this sounds a bit more serious, I've created a support case on your behalf - you should receive an email from Customer Support at the email you used to register with the Community forums. Note that we may take a bit long to get back to you since due to recent events affecting our operations, support options are limited and wait times are longer than usual. If you have any questions, don't hesitate to let me know. 😉

[tjl60]

cool

[jessag03]

@MarreFitbit  thank you for opening a case.  I'll look for the email for further help.

[TealDreamer]

Hi! I’m having the same problem as @jessag03 and need some help!

[TeapotJane]

Hi... I am having the same problem as @jessag03 with my fitbit. I synced ok this morning, then went to my waterlock to make sure it was still locked, unlocked it... then locked it...and it stuck.

I unlocked the waterlock... and was able to  scroll again... but when I went back and locked the waterlock... it got stuck again?

[munachimso19]

Hi please I need help, I have tried all the steps and it not working, can you create a ticket for me please, thank you. 

[munachimso19]

Oh sorry I was able to shut down and reset, never mind, thank you!