Versa black screen

[tuscany]

My Fitbit Versa has a black screen.  How can i reset the software when i cannot access the screen?

Moderator Edit: Clarified subject

[Jules-23]

Mine is now black too.  After the update it began draining quickly, I had to charge it TWICE a day and yesterday it went to a black screen. It still works, it syncs to my phone, but it's basically useless. If I was not in two StepBet competitions right now I would not wear it but I don't want to waste $80 because of bad update, it is so frustrating.

[Rotem8a]

Me too. It was low on battery tried to charge it and it’s dead. No life signal and can’t get any support

[Kuphoff]

Same here very frustrating!

Sent from my iPhone

[Redhead54]

Black screen, no charge. So irritating

[tuscany]

this seem to be a very comon problem.  Where is the Fitbit  people that can assist us to solve the problem?

[jessicaerps]

I have tried to reply to this forum a couple times. Hopefully this one posts. After updating my versa everything was fine. A couple days later after charging it the display just went black. At first there were some colorful lines when I turned it on and then nothing, just black screen. It's 1 year and 3 months old. I chatted with support and he offered a 25% discount... This is my first Fitbit purchase I've had nothing but wonderful things to say. I hope this is resolved. 

[tuscany]

Still no help or assistance from Fitbit??

[jessicaerps]

i talked with support yesterday they wont do anything until they are
flagged and there is no way for us to flag them.

[Kuphoff]

Sent from my iPhone

[Redhead54]

None. No reply in any shape or form. Had my Versa Lite less than one year. I like my Fitbit and really didn't want to try something else so I bought a new one. Am annoyed at the poor customer service. Interesting how they can find you when they want you to upgrade to Premium but can't find a soul when it comes to support/help.

[Redhead54]

Tuscany--

Wanted to let you know I received an email today (June 18) from Chevelle and the Fitbit Team after I sent Support a direct email describing my initial issue and then complaining about the lack of response from Customer Service/Support/Help. The email contained an apology and an assurance that they valued their customers and wanted to provide them with the best possible programming, etc. I replied to that email thanking them but said I was still unhappy that there had been no reply on how to fix the problem and I was annoyed that I had to buy a new Versa Lite when the one I had was less than a year old. The last email I received wanted to know which email address was associated with my Fitbit. You now know as much as I do. Let me know if you hear anything. Thanks!

[MarreFitbit]

Hello everyone! 

I'm sorry to hear about your Versa smartwatches's behavior. Please note that our main purpose is to avoid negative experiences to our customers, we're always willing to help and provide troubleshooting steps. 

Said so, as per the description of your posts it seems that the battery on your watch may not be charging properly and therefore does not turn on or even is causing a battery drain. I recommend that you follow these steps:

• 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?

Please check the steps recommended above 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.

I've also seen that some of you have already contacted our Support Team before or after posting here. 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.

Let me know how it goes.

[Redhead54]

Thank you for the cleaning information. I completed those procedures prior to trying to contact Support. No change. Things were working well until after the update Fitbit sent out.

[jessicaerps]

My Fitbit was perfectly charged before this happened. I worked with support
and tried to address the issue by factory reset but unfortunately this did
not work. I also contacted support later in the week and they told me
nothing would be done because they were not flagged for this issue and
there was no way to flag them. I find it frustrating that I can't contact a
real support member to address my concerns and the similar issues other
users are experiencing. I also find it concerning that everyone has
experienced this issues after the update. That in combination with the poor
customer service leads me to believe this may have been intentional. In
order to keep me as a customer I would like my Fitbit replaced. I can send
you my old Fitbit so you can properly assess the issue at hand and work to
correct it. Thank you for reaching out.

Jessica Erps

[SunsetRunner]

Same here. Screen goes black and I can't reset it by holding the down and back buttons. Only way to fix the issue is put it on the charger. That seems to reset the face so I can see it. Drains really fast too

[Vaxen]

My Fitbit was working last night and I woke up this morning and the screen was black. The odd thing was is that it still gathered my sleep information.

My battery was at about 20% last night and I was going to charge it today, but this screen was completely blank. My battery says empty at 4% now. I thought it was just dead, but I'm glad to see I'm not alone on this issue.

I've tried all the troubleshooting I could think of and what was recommended. Here's what I've done:

- Try to restart or force restart. I held the buttons for awhile and tried all possible combinations.

- Cleaned device, charger, and bands using isopropyl alcohol.

- Tried multiple different ports to ensure its not a power related issue.

I do not have an extra charger to test.

Hopefully my Fitbit is not actually dead and I'll try wearing it for a bit to see if my steps are still being tracked.

My Fitbit is not dead or broken! I'm happy but pretty upset this wasn't mentioned on any of the support articles I read.

Hold down ALL 3 buttons for 10-15 second. You should see the logo. Give it a few and the screen should return.

It looks like it wasn't charging while it was plugged in, but it's charging now! Its still a little buggy and I get a black lit screen from  time to time not a dead looking screen.

I'm not sure if everyone's running into the same issue as I was, but I hope this helps some folks.

Unrelated note, website/app needs work. Android 10 had to refresh on the app to even post. Editing words back causes it to duplicate. Like liketlike this.

[PriscillaW]

Same here. Tried to get Customer service assistance but keep having issues staying in touch with a representative.

[SunsetRunner]

Doesn't work for me 😞 No matter what buttons I press or in what combination, I get no response from the device. But it's not dead. As soon as I put it on the charger, it resets. Nothing to do with battery being dead. The watch is just completely locked up

[MarreFitbit]

Hi there @Redhead54, thanks for letting me know you've tried the recommendations posted above. I've seen that you did manage to get help from our Support Team. We hope to get you back on track soon! 

Hi @jessicaerps, thanks for getting back. 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. Please note that our main purpose is to avoid negative experiences to our customers, we're always willing to help and provide troubleshooting steps. Then, if the tracker is deemed defective we review eligibility using the one year warranty option. I've seen that our Support Team offered you a option as per our Warranty Policy. This is the best option to help you get back on track with the Fitbit family I'm sure our team will be more than glad to help you further with this. 

Hey @SunsetRunner, welcome on board. Thanks for trying the suggestions recommended in this thread. 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 they can since due to recent events affecting our operations, support options are limited and wait times are longer than usual.

Hello @Vaxen, it's nice to see you around. Thanks for sharing your feedback towards our Fitbit devices. I'm glad to hear that you were able to fix the issue with your watch, I'm sure that your post will helpful to others.

Hello @PriscillaW, welcome here. Please take a look at this post of mine and let me know if you've tried all the steps recommended so I can go ahead an reach out to our Support Team on your behalf since I've seen both of your chats got disconnected. 

Keep me posted.