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Versa black screen

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‎06-28-2020 04:37 - last edited on ‎06-29-2020 07:07 by Fitbit Moderator

‎06-28-2020 04:37 - last edited on ‎06-29-2020 07:07 by Fitbit Moderator

Hi,

 

I can see that there are many having trouble with their Fitbit at the moment. Is there any bigger problems at the moment? I can not start my Fitbit versa since yesterday and I have tried everything I have read for guidance but no result. The screen is just black and no heart signs are visible. When I reported it to support I received an answer that it can take seven days until a reply. I do not want to wait that long. Anything you can do?

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‎06-29-2020 07:12 - edited ‎10-12-2023 02:47

‎06-29-2020 07:12 - edited ‎10-12-2023 02:47

Hi there @Malins84, welcome to the Community Forums. I'm sorry to hear about your Versa's recent behavior. I appreciate you've already taken the time to troubleshoot the screen and heart rate monitor of your watch.

In regards to your inquiry,  please know that our products are indeed designed and made to last (this goes for each product component) however, there is not an infallible way to ensure that no issues will be present in the long run. Because of this, our Warranty Policy is set into providing as much coverage as we can.

About the email you sent to our Support Team, we're taking a bit long to respond since due to recent events affecting our operations, support options are limited and wait times are longer than usual. Keep in mind that they will definitely get back to you as soon as they can.

In the meantime, I recommend that you follow these steps (or please confirm that you've followed them as described below):

  • 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?
Maria | Community Moderator, Fitbit


Was my post helpful? Give it a thumbs up to show your appreciation! Of course, if this was the answer you were looking for, don't forget to make it the Best Answer! Als...

View best answer in original post

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‎06-29-2020 07:12 - edited ‎10-12-2023 02:47

‎06-29-2020 07:12 - edited ‎10-12-2023 02:47

Hi there @Malins84, welcome to the Community Forums. I'm sorry to hear about your Versa's recent behavior. I appreciate you've already taken the time to troubleshoot the screen and heart rate monitor of your watch.

In regards to your inquiry,  please know that our products are indeed designed and made to last (this goes for each product component) however, there is not an infallible way to ensure that no issues will be present in the long run. Because of this, our Warranty Policy is set into providing as much coverage as we can.

About the email you sent to our Support Team, we're taking a bit long to respond since due to recent events affecting our operations, support options are limited and wait times are longer than usual. Keep in mind that they will definitely get back to you as soon as they can.

In the meantime, I recommend that you follow these steps (or please confirm that you've followed them as described below):

  • 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?
Maria | Community Moderator, Fitbit


Was my post helpful? Give it a thumbs up to show your appreciation! Of course, if this was the answer you were looking for, don't forget to make it the Best Answer! Als...
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