Versa 2 won't respond

[sindri1980]

Hi everyone,

I've had my Versa 2 since the release date and haven't experienced any issues at all.

However, today, it just turned off at some point and haven't been able to turn it on again. 

The device was charged yesterday night so the battery should not be the issue.

I tried recharging it, just in case, and the device gets warm but doesn't turn on at all.

Any help would be appreciated!

I had preordered the new Sense model, but I'm having second thoughts now.

Thanks,

Raúl

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there @sindri1980, welcome to the Community Forums. I'm sorry to hear that your Versa 2 isn't responding. We acknowledge the limitation we have on our part particularly on what you have experienced. We‘re taking into consideration your comments and sentiments with regards to our products and services. We appreciate your time and efforts in trying to fix your watch prior to posting here.

Please note that our main purpose is to avoid negative experiences to our customers, we're always willing to help and provide troubleshooting steps. Then, if the tracker is deemed defective we review eligibility using the one year warranty option.

Additionally, our products are indeed designed and made to last (this goes for each product component) however, there is not an infallible way to ensure that no issues will be present in the long run. Because of this, our Warranty Policy is set into providing as much coverage as we can.

While reading your post I was wondering if your Versa 2 vibrates when you connect it to the charger? If it doesn't, 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. 

Let me know if your watch gets warm again and if it does, please do not try anything else with it or the charger. 

[sindri1980]

Hello,

Thanks for the answer. Unfortunately, my Versa 2 doesn't react at all when plugged in the charger nor I can do a reset since it doesn't turn on at all.

It's pretty much dead out of the blue. It does get warm when plugged in the charger though. 

Best, 

Raúl 

[MarreFitbit]

Hi there @sindri1980, thanks for getting back and for the update. 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.