Versa black screen after firmware update

[NikhileshK]

I have Fitbit versa since January 2019. But after the latest software update( update released between 20/4/2020 to 8/5/2020), all of sudden the versa screen turned black. I tried all the options available on the internet like (1) pressing all the three buttons (2) pressing left+botton right button etc for more than 2 minutes. But no luck. Now, I also put the versa into the charging for 1-2 hours and then tried the above steps again.  No success tilldate. Could anyone help with this issue?

Moderator edit: updated subject for clarity

[Reema0107]

Same with me, I updated the software yesterday, and the watch is dead. Nothing is working.

Please let me know if you find any solution.

[SunsetRunner]

@Reema0107 

@NikhileshK 

Look at the pinned post where this firmware update was announced (first post). The thread has users posting of the same issues that you're both experiencing.  It's an issue with this firmware which is affecting the Versas and Ionics.

Try contacting support and see if they can help bring your devices back to life.  If not, they may  replace your devices if you're within the warranty period.   If you're not, then the best they will offer is 25% off a new device.

[bakerd]

Happened to me as well.  Mine was purchased June 2019 and they have sent a replacement.  Still hasnt arrived.  Very frustrating

[NikhileshK · Accepted solution]

Hello,    @bakerd  @SunsetRunner  @Reema0107 

I got the resolution after contacting the Fitbit help forum.

Steps followed:-

(1) Pressed the buttons (left + bottom right)  and only left buttons for 20 seconds. But no luck. 

(2) After that, cleaned the metal strips at the back of the watch to ensure that there is no dust.

(3)  Connected Fitbit charger to the USB port instead of the electric supply, And all of sudden got the Fitbit logo.

I hope this helps to all of you.

[Reema0107]

Thank you for the update @NikhileshK , I tried the steps you have mention but it's still not working for me.

Can you please tell me since when your watch was not working (instantly after firmware update or after a day later or something like that?

[NikhileshK]

After the software update, when the battery completely drained out, after
that it was black.

I had put the watch in the laptop usb port for more than 30 min.

[NikhileshK]

Now, another issue persists, the battery drains issue. Battery got discharged completely from 90% to 10% in less than 20 hours.

I set the brightness to dim , removed the unwanted apps, and was not using the watch.  

[bakerd]

Dang didnt work for me. Had me all excited for a moment there.

[BeccaH52]

My versa lite has started giving me this same black screen issue. It happened multiple times. Now, the battery is draining from 100% to 0% overnight. It isn’t holding a charge long enough to wear it during the day. I have tried everything others have suggested on this forum and it’s still not holding a charge. It is also logging a significant amount of active minutes when I’m sitting still. I’m not sure what’s wrong with it, but it’s not even a year old yet. Any help would be appreciated! 

[MarreFitbit]

Hello everyone. I'm sorry for the late response and for what happened to your Versa smartwatches after the firmware update. I'll be glad to help you.

Hey there @NikhileshK, I'm glad to hear that your issue was solved after getting in touch with our Support Team. Thanks for sharing the steps that finally work for you. 

Hello @SunsetRunner, thanks for your advice and recommendations in this thread. 

Hi @bakerd. I'm sorry to hear that your replacement had not yet arrived the day you posted. I've seen you contacted our Support Team after contacting us here and they have helped you in regards with this inquiry. We hope your replacement has already arrived. 

Hey there @Reema0107 and @BeccaH52, thanks for taking the time to follow all the tips and recommendations suggested in the foros. If you're still having issues with your Versa's display, battery not charging or battery draining quickly, I'd recommend making sure you did follow as described below to solve the issue: 

- Restart your watch as follows: How do I restart my Fitbit device?

- If your Versa does not charge, see: Why isn't my Fitbit device's battery charging?

On a side note, as per the description of your posts, it seems that your watches have insufficient power source. Where do you charge your tracker? Have you checked if by any chance the USB port or outlet is faulty? If you haven't done so, try a different port. A UL-certified wall charger will also work. Don't use a USB hub. 

Here are some of the best tips to charge your Fitbit:

• Use only genuine Fitbit charging cables
• Use only UL-certified wall chargers
• Avoid USB battery packs
• Charge at room temperature

For charging purposes, your charging cable can be plugged into any USB power source, including but not limited to:

• A computer
• A Wall A/C to USB adapter, commonly found with smartphones
• A DC to USB adapter (vehicle power port)

If your Versa's battery keeps draining, see: Can I extend my Fitbit device's battery life?

Let me know how it goes, I'll be around.

[LisaMM99]

I have the same issue. After the firmware update, my Versa screen went black.  I am unable to restart using the instructions provided.  I’ve tried many times.  The Versa is fully charged.  It syncs with the app. I receive notifications. It tracks steps etc. Rather useless with no screen.  Any other options?

Moderator Edit: Formatting

[MarreFitbit]

Hello there @LisaMM99, welcome to the Community Forums. Thanks for the details provided about your Versa's screen behavior after the firmware update and for taking the time to restart it prior to posting here.

Since the restart didn't work but your Versa is still syncing, please change the clock face to a different one to see if this brings back the display. Don't worry if you cannot see anything on the display by now, this process is done through the Fitbit app. 

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

[LisaMM99]

I already changed the watchface to a Fitbit watchface. It did not resolve
the issue. It had been one before I changed it.

[MarreFitbit]

Hi there @LisaMM99, thanks for getting back and letting me know that you've tried what I recommended above. 

I've created a case to get you in contact with our Support Team about this. They will be able to work with you and review your options. Please keep a lookout in your inbox to the email address associated with this Fitbit account. Just please note that due to recent events affecting our operations, we may need more than 7 business days to respond.

We hope to get you back on track soon. I'll be around if you have any questions present. 

[BeccaH52]

• Hi there! 
  
  I’ve tried using multiple outlets and I only use the charging cord that came with my Versa Lite. The outlets are good as they charge other devices with no issue. The charging prongs are clean and I’ve tried restarting the versa more than once.  It will charge to 100% and then drain within 8-20 hours. I’ve found that I can wear it to bed to track sleep OR I can wear it to work to track steps, but the battery will not last long enough to wear it a full day. The heart rate monitor also appears to be off now. I will be sitting still and it’ll register 180 beats per minute. This device isn’t even a year old yet and I’m really starting to get frustrated with it. Thanks for your help! 

[C00LMAN]

FYI I recieved one of their replacements and it lasted 4 months, just past the original warranty.  They do not warrant the replacement.  My replacement is dead. A Garmin watch that is 4 years old is what I wear now. Never again will I buy a FITBIT.

[MarreFitbit]

Hello there @BeccaH52. I'm sorry to hear that the steps suggested didn't work. I created a case for you and someone will respond as soon as possible. Due to recent events affecting our operations, we may need more than 7 business days to respond.

Hey @C00LMAN. Thank you for the thorough feedback for the Fitbit devices. I understand where you come from.

We don't want to create frustration in our customers. Fitbit has been designed to provide motivation and help you to reach your daily goals to success. Please know that we provide feedback to our team based on community posts and we are always working on improving our devices and overall environment based on that feedback.

When a tracker suffers damage while under warranty, you can contact Customer Support. Discounts and replacements depend on tracker model and other factors.

Additionally to this, I'd like to add that the warranty in most of the regions is only for 365 days. (In Europe due to the law, is extended for 2 years). This means that your tracker will be covered for a full year and during this period of time you can receive a replacement t in case of a defect. But this warranty does not apply to that new Fitbit extending the time. The period of warranty would be only applicable on your original purchase until the 365 days have expired.

Also, if you received a replacement within the warranty (365 days) it does not mean it won't be valid after this. So, if your Fitbit device fails again and your tracker is still between the time of the original warranty, you might be eligible for a replacement based on the resolution of our Support Team, this applies until the stipulated time of the warranty had expired.

If there's something else you'd like me to assist you with, let me know. 

[C00LMAN]

If the first Versa went dark after 9 months of wearing and the replacement received under warranty only lasted 5 months before going dark, would you spend another $200 if your experience with Garmin was better?

Sent from AT&T Yahoo Mail on Android

[Deni327]

After the latest update, my Versa Lite will drain it's battery in less than a 12 hour period!  I have changed charging locations and it still will not turn on.  My Versa is not even  6 months old!  I have noticed that one green light is on on the back and never goes out.  Please help!