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Versa black screen after firmware update

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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

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61 REPLIES 61

Making your customers pay for mistake your programmers have done is ridiculous. My Versa Lite is 6 months old if all I can get is a discount then you have lost a customer

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It appears if you are under warranty they give you 2 options. To replace
with exact model or 50% discount on upgrades. I chose to use 50% discount
because I was afraid the replacement would need the same update and be
fried again.
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Did not work for me and I left it on the charger all night, had 100% when I left for work.  2 hours later black screen.

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I am currently experiencing the same problem. I contacted Fitbit support but because my Versa is more than 12 months old it no longer falls under their warranty. I was offered a discount of 25%...after 8 years and 5 devices later that is what my product loyalty gets me. I find it insulting, especially when there are SO many complaints. They should offer a recall and replace, but who am I?!?

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Hi everyone.

 

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.

 

If you have just joined this thread, please refer to this post for troubleshooting steps. Please make sure to check them out and let me know if the issue persists. If such is the case, my best recommendation will be to get in touch directly with our Technical Customer Support department here. Also, I can contact them for you if necessary, just mention me and I'll move forward with the request.

 

On the other hand, I understand that the outcome of your cases with our Support Team are not fulfilling your expectations, but keep in mind that every case is completely different from the other's, thanks for taking the time to share your experiences and feedback. For more information about the outcome of your cases, please get in touch with our them again and also, you can check our warranty policies here for a better understanding of the information that they provided to you.

 

I'll be around.

Maria | Community Moderator, Fitbit


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I believe it was you who opened a case for me.  It took quite some time for support to get back to me. When they did, the response was that my Fitbit was out of warranty.  I knew this.  I was offered a discount on a new device.  My Versa was just a month out of warranty.  There has been no mention of the possibility that the issue is being caused by the update.  I replied back stating that if this is the best Fitbit has to offer, I will be purchasing a device from another company. I received an email back telling me about Fitbit's high quality standards, the one year warranty and the availability of an extended warranty.    

 

I've been a loyal Fitbit customer since 2013.  I've owned 5-6 Fitbit products myself and have gifted many to family members.  My initial issue started in mid-May.  It is a month later and the issue still hasn't been resolved or addressed.  

 

Fitbit lost my business.  I've purchased a new device from another company.  

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I totally agree with you, the same thing happened to me.I tried contacting fitbit with no results.I'm so upset that I don't have my watch working at all. My battery will not charge. I check thru my app.  I want my watch replaced.

 

Moderator Edit: Personal info removed

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Hi there @LisaMM99. We totally understand where you're coming from. I'd like to give thanks for the feedback you've provided towards our product. 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. 

 

Hey @StellaYbarra. Thanks for the details provided about your watch's behavior. I've seen you have posted here but you've never let me know what's steps you've tried already so 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 watch's battery is draining, see: Can I extend my Fitbit device's battery life?

 

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

Maria | Community Moderator, Fitbit


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Yes I did try everything you mentioned  in this text  and still 

Nothing.....

Thank you for responding and I hope I can get it replaced

I use it alot for my steps and sleep patterns so it's very important 

For me.

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I have let my Versa completely drain, then recharge, and try resetting...still unsuccessful. I am incredibly frustrated with the whole issue. Good luck. I have been looking at the Samsung watch and after the response from Fitbit support, it is looking better and BETTER! I am annoyed that the moderators attempt to justify a clear flaw with the Versa 1. I have spent at LEAST $750 on Fitbit products over the course of 8 years. A 25% discount is insulting a best.

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Exactly a year to the date that I purchased my versa, and shortly after updating it to 32.70.8.0, my Versa also is nothing but a black screen.

It was fully charged as of the update, and was fine for a few hours. I had an alarm set on it for later in the day, and it worked up until then. When I looked at it less than 10 minutes later, I had a black screen.

Nothing has helped. Trying to restart it (and holding the buttons down for two or more minutes), putting it back on the charger, nothing. 

Prior to updating it, it was working perfectly. Very disappointing to have an update brick my Fitbit. 😕 

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Hi there @StellaYbarra, thanks for confirming that you've followed the tips and recommendations provided above. Since none of the steps you tried have worked, 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. Someone will be in contact with you as soon as possible since due to recent events affecting our operations, support options are limited and wait times are longer than usual.

 

Hello @ajazziechicaI understand that the outcome of your case with our Support Team is not fulfilling your expectations, but keep in mind that every case is completely different from the other's, thanks for taking the time to share your experiences and feedback. For more information about the outcome of your cases, please get in touch with our them again and also, you can check our warranty policies here for a better understanding of the information that they provided to you.

 

Hey @Silly_Pack_Rat, welcome to the Community Forums. Thanks for the details provided about your Versa's behavior and for taking the time to troubleshoot it prior to posting here. I've seen that you contacted our Support Team after posting here and they've been helping you since then. Stay tuned to your inbox for updates on your case!

 

I'll be around if there's any questions present. 

Maria | Community Moderator, Fitbit


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My Fitbit Versa did the same thing last week two days after I updated the firmware as suggested by my Fitbit app. I usually avoid updating the firmware, because I have had problems with other updates. But this is far worse than any minor problem that I have experienced in the past. I am so disappointed. My Versa is dead. I called customer service and they offered me a 25 percent off coupon for another Fitbit. I have only owned this one for 20 months. I cannot afford to spend $175 on a new Versa, which could die after only a year and a half. I will be looking for a different product and probably not a Fitbit. Is there any way for Fitbit to fix the tragic results of this update? I can see from the many responses that I am not the only one. I have told my wife and daughter not to update their Fitbit firmware again. I should have just left it alone and never run the update.

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Hi,

Did you followed the steps mentioned?
If yes, just keep on trying,bit eventually works.

Try changing the charging source, if you were doing it via electric
charger, try laptop or vice versa
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Hi there @PaulLogos, welcome to the Community Forums. We understand and respect your decision regarding the 25% our Support Team previously offered.

 

Please know that when a Fitbit devices is deemed defective we review eligibility using the one year warranty option. For our full warranty terms and conditions, see our Return Policy and Warranty.

 

Fitbit does not warrant that the operation of the Product will be uninterrupted or error-free. See the Fitbit Terms of Service for details of your rights with respect to use of the software and related services.

 

I understand that the outcome of your case with our Support Team is not fulfilling your expectations, but keep in mind that every case is completely different from the other's, thanks for taking the time to share your experiences and feedback. For more information about the outcome of your case, please get in touch with our them again for a better understanding of the information that they provided to you.

 

Thanks for helping out @Reema0107

 

Let me know if you have any questions present. 

Maria | Community Moderator, Fitbit


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I had same problem. My fitbit Versa Lite got black screen after update. I tried pressing left button but it didn't work. Then tried to change the face clock from mobile phone, it luckily worked. And now my fitbit is back to normal. 

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Thank you for the encouragement. Mine still does not work. I tried several
things. Fitbit has been generally unhelpful.
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I bought a samsung watch and havent looked back
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My screen did not go Black, I started loosing minutes on my Watch and when I tried to Connect and Synch the watch to my Phone Samsung S10 and my iPad, it Did NOT Work.  I called support and they walked me through and nothing.  I finally did get it to synch but watch does not stay connected.  I called Support again and will not take ownership of the Software causing Many FITBIT VERSA users to have issues as you can see if you read thru this Forum.  My watch is a little over a 1 1/2 years old and no problems until the update.  The only thing they offered is a discount to by a new watch.  This is the 2nd FITBIT Product and I am beginning to think the Products do not have a great performance and a short life span.  The first FIBIT stopped charging and was within Warranty so it was replaced and the replacement lived beyond the band which there was No Replacement Bands for my original FITBIT. 

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Mine did too 10-5-2020

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