Versa Lite screen went blank

[Stch626]

Hello, I'm having trouble contacting support and I tried messaging a Fitbit moderator but no answer yet. 

My screen started off with vertical lines but mostly still working. Swiping was getting hard as well, it would swipe after numerous tries or swipe too fast to select the exercise I wanted,  for example.  Now it's always black, won't vibrate upon hitting button and doesn't sync. I charged it to make sure it wasn't the battery and it's no different after a full charge of 6 hours or more.

Can someone help? This is now my second unit, first was covered under warranty.

Johanna

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there @Stch626, welcome to the Community Forums. Thanks for the details provided in your post about your Versa Lite's screen behavior. I appreciate your time and efforts in trying to fix the screen. 

I'm sorry for the hard time you had while reaching our Support Team, due to recent events affecting our operations, support options are limited and wait times are longer than usual.

About the PM you tried sending to a Fitbit Moderator, while we're always eager to help, the Community Team does not address technical issues, questions, or requests sent to us personally by Private Message as a general policy.

At this moment, the limits of what we can do for you here on the public community forums for the issue you're experiencing have been reached, so I've contacted our Support Team on your behalf to look into this issue further and provide you with some options. Please keep an eye on your email inbox for further instructions. Note that due to recent events affecting our operations, support options are limited and wait times are longer than usual.

We hope your issue is solved soon.

[Shelby_Winton]

I'm having the same issues as you. If you figure out what's wrong could you please tell me how to fix it?

[Stch626]

So far, I'm waiting for support to contact me. They are incredibly backed up.

Good luck to you.

[MarreFitbit]

Hey @Stch626, we appreciate your patience and understanding while our Support Team reach out to you.

Hi there @Shelby_Winton, welcome on board. Thanks for reporting me that your Versa is also having issue with the screen. 

In order for me to better assist you with this, please if you've tried the steps below:

1. Check in the Fitbit app if your Versa 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 so your watch may haven't had the chance to get fully charged. Therefore, it won't turn on. So, please try these recommendations: 

• 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?

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

[Shelby_Winton]

That did not work

[MarreFitbit]

Hi @Shelby_Winton, 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. 😉

[MaryE51]

I am having the same issue. It will charge and sync, however the screen is completely black. Any help would be appreciated. Thank you

[MarreFitbit]

Hi there @MaryE51, welcome to the Community Forums. Thanks for letting me know that your Versa Lite's screen is also not turning on. 

Since your watch is still syncing, please 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. 

Give this a go and let me know how it goes. 

[MaryE51]

Hi,
Unfortunately changing the clock face did not work. It will vibrate and that’s all, the screen is still black. 😣 what’s next??

Sent from my iPhone

[MarreFitbit]

Hello @MaryE51, thanks for confirming that you've tried the tips and recommendations provided above. Since none of the steps worked, I went ahead and created a case for you with our Support Team. Someone will reach out to you to offer their assistance. Please keep a lookout in your inbox to the email address associated with this account. Note that due to recent events affecting our operations, support options are limited and wait times are longer than usual.

I'll be around if there's anything else I may do for you in the meantime.