Versa blank screen, restarted now fails completely!

[EmilyRoseB]

Hi,

today my fitbit versa (around 4month old) became unresponsive/black screen. I used the two button quick reset and got the Fitbit logo. However, this also faded to black after. I’ve tried the three button reset, and tried to restart that way. In my app it then claimed I needed to update my firmware to continue. I downloaded the new firmware and had all the right responses on my Fitbit (the blue loading bar over the screen) but it just says the sync was failed and to try Bluetooth.... It also fails when I attempt to use Bluetooth! I tried completely removing the versa from my app and reinstalling as new, but still have the exact same issues. Help please!

The message I get after every single attempted update!

Two pictures with captions further explaining the problem!

Moderator edit: merged reply

[JuanJoFitbit]

@EmilyRoseB Welcome to our Fitbit Community! I'm happy to assist you with the issues that you've experienced with your Versa since it has become unresponsive and can't be re-set up.

By the way, thank you for trying the restart and updated the firmware.

I'd like you to try the troubleshooting steps that are listed in this help article. You will find the restart process. However, you can skip it since you already tried it before.

Finally, check out if your Versa turns on and try setup process one more time.

Keep me posted on the outcome! 😀

[EmilyRoseB]

I’ve been through all the trouble shooting steps with Fitbit both by looking myself and through advice of support centre by email and phone. They have sadly said the versa is no more (very upsetting after just 4 months!) but are going to replace. Thankful for the speedy communication and resolution from the Fitbit team. 😊

[JuanJoFitbit]

@EmilyRoseB I'm sorry for the late response. However, I'm so glad to hear that your case was resolved and you are getting a replacement unit. Thank you for posting the update here.

I'd like to invite you to visit our Discussions board where you can share your experiences, meet people and create new topics.

Hope to see you in our Fitbit Community more often! 😀