Versa black screen

[Frederique.dv]

My screen is not working, everything else is like the vibrations and that little green light at the back. But the screen doesn’t do anything when I touch it or when I touch a button. Even when I charge it it doesn’t react does anybody know what to do?

Moderator edit: subject for clarity

[raskal]

My Versa has got the black screen right after the July update.

Can you imagine the uproar if Microsoft sent out an update that blanked any Windows 8 system and their response was "buy Windows 10 with a 25% discount"

This is unacceptable Fitbit

[Coyote42]

Exactly!!!  It would almost, kinda, sort of, give the appearance of this was planned.   If they programmers want to un update the update to restore the Versa, I would give it a shot.  Meanwhile my Versa 2 peeps got the word they have an update. Needless to say they are all nervous about hitting that button.

[SunsetRunner]

It’s sad to continue to see the repeat of the same discussion I had a month ago. Just to note, the 25% offer is only good for 30 days. I’ll add a rather humorous comment. I got a follow-up email from Fitbit reminding me of the offer and that “time was running out” ... the email said to reply if I had questions. So I did, I also pleaded my case and asked for 50% and said that would help make it better. But, after replying to the email, which it said to do, I get an auto-reply that says email is no longer supported. You have to just sit back and laugh at how inept it seems to me, the customer. I pulled my Pebble Time Steel out of my drawer and it fired right back up, switched to Rebble, and it tracks steps and sleep. I’ll use it until I purchase a new Garmin, since this is also my 3rd Fitbit device and they’ve all been disappointing.   

[raskal]

I've read that to revert a firmware update you have to delete the watch off the phone.

Has anyone tried that? If I delete the watch, I'm concerned that I'll never be able to get this thing to work again.

Did the July update just kill a few Versa's?

[thewronggrape]

If you delete the device from the app, and then try to re-add it as a new device, the screen will continue to display nothing. During the process to pair it, it tells you to enter the 4 digits displayed on the screen... but you can't since the screen is black. So now my Versa is not even syncing, sigh.

I plan to get something else anyways, maybe a Samsung watch, so figured I'd try. 

[Coyote42]

I deleted the watch from the app with the intention of adding it back on.
My phone found the versa and asked for the code number on the screen ...
Which was still black! So could not proceed.
So for me a total waste of time.

[JohnInBrooklyn]

It should be a cautionary tale to all - this is a software bug, and it is bricking a LOT of devices.

If your Fitbit is in any sort of working condition, don't follow the troubleshooting steps that involve resetting the watch or deleting the watch from the app.

I had not one, not two, but THREE Versas die this way.  The last was my son's, which was replaced under warranty 6 months in back in October and is dead again.  His was at least flaking out to the point where it was unusable, unable to keep time (if that's not a sign of a software issue I don't know what is).  If yours is in any kind of usable form, just know that attempting to repair it will likely brick it.

[SunsetRunner]

Some good tips from JohnInBrooklyn - consistent with my observations. One more observation is once your watch is severely impacted, it will become abnormally warm while it’s charging. If your watch gets warm or hot, it’s likely lost for good - and charging it longer might pose a safety risk. 

[JosephMA]

A few days ago, I wrote a post responding to what I called Marre's "unacceptable" response dated 7/13.  I pointed out that Fitbit cannot rely on an expired warranty when their own software update breaks the device.  (I would note that neither I nor any of you  waived any rights by signing a contract at the time of purchasing the watch.)  It reminds me of an interesting case some years ago involving Microsoft in which it UNsuccessfully claimed the warranty covered MS software updates that broke users' software.

I followed up with a second post that offered some practical advice on what to do now that Fitbit refuses to fix devices that they broke.  JohninBrooklyn also wrote a similar post.  Both my posts and John's all discussed a certain action that we all could take as Fitbit users in response to Fitbit's refusal to take responsibility.  All three posts have been deleted because they referenced that certain action, which I make no mention of here.  Just for your own use, so you can look back on it later in case you want to, you could write down everything that happened to you: what device, when you bought it, when it broke, when you downloaded the update, Fitbit's response to your complaints, and dates for all.  You could store those notes somewhere safe, if you wanted to.

[thewronggrape]

So I just got off Live Chat, basically asking if there is a solution yet to this widespread issue. I told the agent that my Versa turns on, vibrates, charges, syncs, but the screen is black/blank. Informed her that it seems to be a widespread issue because there are many posts in these forums about it. She then asked me to go through a factory reset with her and I just have to laugh (to keep from crying):

Me: I did everything people tried in the forum

Cristine: Can you please do it again with me?

Me: so many people are having the issue

Me: sure, if it helps move this along

Cristine: Perfect! Let's start by holding all three buttons for about 10 to 12 seconds

.Cristine: When the Fitbit logo disappears, quickly release the bottom right button, continuing to hold down the left and top right buttons (releasing the bottom right button as soon as the logo disappears is time sensitive).

Me: there is no logo

Me: the screen is blank

Cristine: When the device vibrates, release all buttons.

Cristine: Wait for approximately one to two minutes while the device clears all data. Eventually, the Fitbit logo appears and the device boots and displays fitbit.com/setup

Me: "When the Fitbit logo disappears, quickly release the bottom right button, continuing to hold down the left and top right buttons (releasing the bottom right button as soon as the logo disappears is time sensitive)."

Me: it is impossible for me to do that part

Me: since the screen literally is blank and does not display anything

Me: it's just lit up/on

So I was offered the same "solution" as others here since my Versa is out of warranty—a 25% off coupon towards a new device. But what guarantee do I have that this same issue won't happen on a new device? Also, do I want to continue doing business with a company that broke a bunch of their devices and aren't offering a real solution? Poor form. 

[JohnInBrooklyn]

The real travesty is that Fitbit refuses to acknowledge that they have a defect that is bricking many devices, and that their offering of 25% isn't a genuine offering at all.  Many retailers sell their devices discounted by 25% or more - so basically, they're giving you the option to buy from them at the same price as you'd find at most retailers.

What I always liked about Fitbit - despite the fact that going back over 8 years now, their devices have NEVER been reliable - from faulty at the start, to wonky after a few months, to wristbands that caused rashes and breakouts - they always had skin in the game.  Had a bad device?  They'd give you a new one.  Out of warranty failure?  If it was obviously not user error or damage, they'd give you 50% off one of their other models in their store.  That way they kept a customer at a discount, and you had an upgrade path for a device that died prematurely.

They've abandoned that, and now Fitbit is just one in a crowd of fitness trackers, with a bad track record of poor reliability and a recent history of not standing behind their devices.  Not a good combination.

[Cecili_a1979]

Hi 

I have the same problem, the scree is not working,The watch not synchronising.What must I do?what is fitbit doing about this as it looks like a common problem

[thewronggrape]

I agree that the 25% discount really isn't a discount. Many retailers already sell Fitbit products for less than 25% off retail.

I went on eBay and bought a used Charge HR for now. It was only $19. I don't trust spending a lot of money for Fitbit products anymore. I've already got it and it works great. Hopefully they don't brick these too! 

[Cecili_a1979]

I have tried to run the update, for 2 days I am not winning, the tracker update is failing . Very frustrated now, you spend a lot of money on something that does not work or is not really user friendly.Not even 12 months with the watch and I am very much disappointed to think I was warned by so many users ,I solely regret my decision for buying fitbit and not listening to those users who experience the same thing

[Cristy811]

My screen is black but vibrants and lights on the back is working how do I fix this 

[grace-pa]

same thing happened to me...ugh

[ajazziechica]

You can try to hold all three buttons down and if the fitbit symbol pops up
on your screen you are lucky! You can also let it completely die and then
let it fully recharge and attempt step 1 again. Good luck, I haven't been
able to get my black screen of death to reset. Unfortunately this is a VERY
common issue with the Versa 😞

[Cristy811]

1. Killed mine 

[SunsetRunner]

I just got black screen on my versa and not impressed.  I had one due in January.  I can’t get past the black screen, it vibrates but that is it. This may be my last Fitbit 

[ErnestoUK]

I am on my second versa in just over a year. Both completely died on a blank screen. First one was replaced as it was still under the warranty. Second one out out of warranty. From what I have researched it is a common problem with Versas. What a disappointment for what it is meant to be one of the top smart exercise watches in the market. Good bye fitbit.