Versa Lite is unresponsive

[MomOfGroms]

My Fitbit became unresponsive yesterday, then turned back on. The time was off. Did a restart and updated. The left button isn’t working. Shut it down from my watch. Plugged it in to turn it back on. The left button still don’t work, then the entire watch becomes unresponsive. This is less than a year old. 

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there @MomOfGroms, welcome to the Community Forums. Thanks for the details provided in your post about your Versa Lite's recent behavior and for your time and efforts in troubleshoot your watch prior to posting here. I'll be glad to help you.

In order for me to better assist you with this, please confirm that you've followed the steps below as described below:

1. Check in the Fitbit app if your Versa Lite 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. 
2. Please confirm if you've restarted your device by following the steps from this help article: How do I restart my Fitbit device?

If the suggestions don't work and your watch doesn't vibrate when you connect it to the charger, it may not be having a good connection with the charger and therefore, it won't properly charge. Said that, I recommend doing the following: 

• 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. 

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

[MomOfGroms]

My watch is syncing. The bottom on the left is not working right now and it is fully charged. My watch does not have a bottom on the back. Will changing my clock face help the button that isn’t working?

[MarreFitbit]

Hi there @MomOfGroms, thanks for getting back. In regards to your inquiry, note that it's the only button on your Versa Lite the one you need to hold. 

About changing the clock face, please try changing it as suggested and see if your screen and button response again.

If that is not the case, please let me know so I can further assist you with this matter.

[MomOfGroms]

Thanks for clarifying. I changed my clock face and the button is still unresponsive.

[MarreFitbit]

Hi there @MomOfGroms, 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 soon 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. 😉

[MomOfGroms]

Thank you so much! Hopefully we can resolve this issue.

[MarreFitbit]

Hi @MomOfGroms, you're very welcome! Please stay tuned to your inbox, our team will definitely do their best to help you out. 😉