Versa 3 stuck on Fitbit logo

[SammySW]

I got a Versa 3 after my Ionic got recalled. The first Versa 3 I got had to be replaced after getting frozen on the Fitbit logo. This is my second Versa 3 and it has just done the exact same thing. I tried rebooting it numerous times and the logo screen comes straight back up. I am unable to use the touch screen at all and the watch won’t connect to the app. Starting to think Fitbits aren’t that great.

Moderator Edit: Clarified subject

[Davesite56]

Same exact situation for me. Guess I'll call FitBit for guidance. 

[MarreFitbit]

Hello there, @SammySW @Davesite56. Welcome to the Fitbit Community Forums. Thanks for the details provided in your posts about the issue with your Fitbit devices and trying to troubleshoot them before reaching out. 

In addition to the steps you've tried so far, please try the following in the order listed (even if some of those steps you've tried already):

• Unpair your Versa 3 from your phone's Bluetooth and Fitbit app.
• Unpair other Bluetooth devices that you may also have paired to your phone's Bluetooth settings.
• Force quit the Fitbit app.
• Turn off other Bluetooth connections when not in use. This can help to prevent connectivity issues or Bluetooth interference.
• Shut off your phone and turn it on after 1-2 minutes.
• Turn on the Bluetooth on your phone.
• Plug it into the charging cable and open the Fitbit app.
• Set up your Versa 3.
• If there is no connection, restart your Versa 3.
• Once your Versa 3 is paired and syncing, please proceed to set up your other Bluetooth devices to your phone again. 

With the steps above, what I want you to do is to pair your Versa 3 first to your phone's Bluetooth settings before any other Bluetooth device is connected to your phone. 

[SammySW]

Went through all of these steps. Got to the reinstallation of the Fitbit onto the app and my phone can’t find the Fitbit. Bluetooth is on, tried rebooting the Fitbit but the logo screen comes straight back up. Even tried to do a hard reboot. Nothing. 

[MarreFitbit]

@SammySW Thanks for getting back and the update. 

To better assist you, can you confirm if you did remove the Versa 3 from your phone's Bluetooth settings and the Fitbit app? 

If you did, please on your Fitbit device, open the Settings app > About > Factory Reset. Then, please go ahead and try setting up your Versa 3 one more time.

[SammySW]

Yes I deleted every device I had paired on my phone, including the Fitbit. I also deleted the Fitbit from the app. I then tried to set up my Fitbit again but I am unable to do anything more because my Fitbit isn’t discoverable on Bluetooth and I can’t go to any other screens on the Fitbit itself as it’s frozen on the Fitbit logo and won’t go any further. I tried to do a hard reboot by pressing and holding the side button until the screen went blank, pressing and holding again until the logo came back up and then pressing and holding again until it vibrated. But the logo screen just came back up and it won’t do anything else. 

[Mentoses2]

Facing the same problem here. The watch shows the fitbit logo as I reboot it but then instantly turns black and unresponsive.

[KrizzO477]

I have the EXACT same problem. Ionic got replaced with Versa 3. Versa got stuck. Received a replacement Versa 3. This replacement now got stuck too. Only get the blue logo, nothing else, whatever I press and however long or often.

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Dear Marre, from your advice it is clear that you did not understand the problem. The device is completely unresponsive.  Only shows the logo, does nothing else.

[JER12599]

It is curious all of us have this problem beginning in September.  That is when my watch stopped working and only flashes the logo.  I talked to customer service, and they acknowledged they were aware of the problem, and they could walk me through several steps to resolve the issues.  The service rep escalated the issue to the warrantee department.  They told me my battery is low.  The app is still connected to the watch and shows it updated a couple of hours ago.  The warrantee department determined my watch is out of warrantee and offered me a 30% discount. This is the second defective watch I have purchased from Fitbit.  The first was a recall and now this watch.  MarreFitbit when did the last firmware update to the watch occur and when was the last Android app update?    .

[JER12599]

I just tried to get information regarding when the firmware was updated.  See the following chat transcript.

Chat ID: 4513102 | Date Today
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[13:42:18 System] Thanks for waiting. Please provide as many details as you can so we can get you back on track.

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[13:43:43 Marisa S.] When was firmware version 36.1.28.6.17 released for the versa 3?

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[13:46:44 Agent: Jallie B.] I'll be glad to help you with your Fitbit Versa 3 firmware concern.
[13:46:47 Agent: Jallie B.] For us to begin, may I know your current country of residence?

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[13:46:55 Marisa S.] USA

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[13:49:33 Agent: Jallie B.] Thanks for that.
[13:51:13 Agent: Jallie B.] I apologize, Marisa. I don't have the option to provide you the information.
[13:51:26 Agent: Jallie B.] I have limited access here on my tool.
[13:51:40 Agent: Jallie B.] While I still have you, would there be anything else I can help you with?

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[13:52:30 Marisa S.] I would like to know the answer. Can you please refer me to the department that can answer the
[13:52:37 Marisa S.] question?

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[13:54:37 Agent: Jallie B.] Thanks for that.
[13:55:40 Agent: Jallie B.] From here, you can visit this link https://help.fitbit.com/articles/en_US/Help_article/1372.htm to know more about the update on the firmware.

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[13:56:34 Marisa S.] I have already reviewed the page. It does not tell me when the firmware update occured.

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[13:57:32 Agent: Jallie B.] Upon checking, there is no specific date when the firmware for Versa 3 is released.
[13:57:37 Agent: Jallie B.] We release updates to all customers in phases. If an update is available but you don’t see it, check the app again later.

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[13:58:40 Marisa S.] When did the firmware begin and end the update? Someone in your organization knows the answer.

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[13:59:13 Agent: Jallie B.] I apologize, Marisa. That's the only answer we can give you.
[14:00:29 Agent: Jallie B.] To keep up dated to the latest happenings and announcement on Fitbit, please make sure that your Fitbit app and device is up to date.
[14:00:35 Agent: Jallie B.] We'd love to hear your feedback about how I did today. You may also provide your feedback about Fitbit separately. Thanks in advance!
[14:00:54 Agent: Jallie B.] It's a pleasure chatting with you and thank you for contacting Fitbit! Should you need further help, please reopen a new chat or visit https://help.fitbit.com/ for more information.
[14:00:57 Agent: Jallie B.] Have a lovely day and stay safe! To end this chat, please go ahead and click "End Chat".

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[14:01:14 System] The chat is ended.
[14:01:14 System] Jallie B. left the chat.

[TommyBoy68]

My wife’s Versa 3 is reacting the same exact way. Only shows the Fitbit logo. Her last sync was September 10th. Evidently, Fitbit has a bricked device and won’t acknowledge it or do anything about it. 

[KathyEngland]

Hi - Ive got the same or similiar issue and spent 1.5 hours with the Fitbit support chat yesterday to no avail, my versa 3 is also a replacement, and I can't finish the set up - so i get both a fitlogo screen (it can alternate between blue and white versions of it) and have tried all of the steps below - very frustrating and it seems no answers for us yet.  Can you all see some instructions (in lots of languages) to open the fit bit app which scroll across under the logo?