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

[MarreFitbit]

Hello there @Runwalk10 and @Lulujh, welcome to the Community Forums. Thanks for the details provided in your posts. 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.

Hi everyone! We're really sorry you're going through this situation with your Versa smartwatches. 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. For our full warranty terms and conditions, see our Return Policy and Warranty. We‘re taking into consideration your comments and sentiments with regards to our products and services.

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.

Let me know if you have any questions present. 

[Runwalk10]

Thank you. I tried all of those things & my battery was at 88% when it went out, so I know it's not a charging issue. 

[MarreFitbit]

Hello @Runwalk10. I appreciate you've taken the time to follow the tips and recommendations I provided. 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 our support options are limited and wait times are longer than usual.

I'll be around if you have any questions present.

[jessicaerps]

Noone will help you unfortunately. Is your warranty up?

[Runwalk10]

Yes, it is.

[NurseMarie]

Mine did the same thing! It was working fine and I used it every day, before I followed the recommended update!! Seems like an easy way to  increase sales, when they have a bad update that crashes everyone's products! I have contacted support and they gave me all the same worthless troubleshooting tips. Pretty hard to troubleshoot a product that is completely dead! But I did them anyway, still have a dead Versa, the screen won't even show battery % while on the charger. Support hasn't responded to my email....

[jessicaerps]

Yea same. This has been the worst customer service and it really sucks because I loved my Fitbit very much. They are very unwilling to help even though this is a problem for so many people. 

[nuttyduffy]

Exactly the same @NurseMarie  Their customer service used to be so good and despite being in the UK they are saying I’m not covered by the warranty of 2 years for the EU because we left at the beginning of the year. Either way it’s extremely suspicious that all of these errors have occurred since the last update when everything was working fine beforehand. 

Completely agree @jessicaerps It looks like since they’ve been bought out by Google their customer support has gone completely down the drain. So disappointing, I’m now looking at alternatives because there is no way I will give them another penny after this. It’s clear the problem has come from their side, otherwise there wouldn’t be so many people complaining of the same issue, but yet they couldn’t give a **ahem** and just want us to spend more on their products, which you would expect to last longer than they are!

[jessicaerps]

Let me know what brand you go with!

[NurseMarie]

I would appreciate suggestions on a better brand to switch to, as well. Bet they will start caring when everyone is suggesting alternative brands on their forums! Absolutely a disgrace that big companies are so desperate for sales and we just fall at the hands of their scams. Didn't Apple do this same exact thing and get sued?

[Lulujh]

Likewise, mine was fully charged last night and although I probably do have to charge it 2-3 times per week now as opposed to just over once a week when I bought it, I really don’t think that is the problem... the screen shows a bit of a backlight, so I know it’s doing something but I just can’t see it. It was absolutely fine yesterday....

[StanleyBoardman]

Hello, I was given a Versa 2 as a gift for Christmas (2019) and it worked fine until this Wednesday when I went for a quick swim in the sea (first time with this Versa 2). Since then the screen is blank, it won't reset and gets extremely hot when I charge it. Help please!

[Lulujh]

Hi all,

Just to update I have spoken with someone on the Live chat now with the issues I had with the screen going black and not being able to see anything even with factory reset etc - they ran through a couple of troubleshooting bits with me which didn’t work and checked my account where they were able to see I was still under a warranty which I wasn’t sure about. My fitbit was a gift so I don’t have a receipt/know where it was purchased from or when exactly it was purchased so that was really good to know they they could see it clearly wasn’t super old! I recommend speaking with them directly - very helpful!

Sent from my iPhone

[nuttyduffy]

@NurseMarie  & @jessicaerps  I’ve just taken the plunge and got an iWatch I toyed between that & the Galaxy Active 2 but because I have an iPhone figured it would be better. My husband has an iWatch and absolutely loves it after being let down by Fitbit a year or so ago. 
@Lulujh  I’m glad you’re still under warranty and hopefully this means you will get a replacement. 
I miss my Fitbit but I’m sure my new watch will make it become a distant memory very soon. 

[NurseMarie]

@nuttyduffy @Lulujh  @jessicaerps 

I just spoke with a second round of Live chat, along with a trail of emails on an open ticket. I was offered a 25% discount to buy a new product! Go figure! Why do I have to spend more money, when my product worked just fine, prior to their update? Of course, my device is not under warranty so the rep was not able to offer anything else at this time, per their policy. He is sending our chat and my concern on to "the team." However, it was suggested to me to reach out if I don't hear from anyone! I was also told, there is a "save chat" option, once the chat closes, but that was not true. Once again, why am I having to fight for a resolution for a problem they caused?

[nuttyduffy]

@NurseMarie  It’s really disgusting and downright disappointing. They clearly no longer care about their customers just the number of sales they make! I guess you can count yourself lucky that you got offered a 25% discount I’ve been offered nothing and just been ignored completely. All they offered me was a link to their products to buy a new one 😳

[Pascale.germai]

@NurseMarie Same for me 😞

25% off a new versa or 40% off a specific new product... 

why would I buy a new fitbit when the one I had just died without any reason/explanation...

Frustrating ☹️
Plus I train daily and now I need to figure out quickly what to buy if I want to track my trainings.

@nuttyduffy omg! 😳 even worst...

[florssalvatges]

Also black screen...... and impossible to get it back. It doesnt work anymore.

my device would be 2 year old next month

[florssalvatges]

and can you export and then import all your data?

[nuttyduffy]

@florssalvatges  Yes all your data stays within the app IF you stay with another Fitbit device