Versa dead, non-responsive

[Rachelm94]

My Versa has had issues since updating the firmware (with HR tracking/sleep tracking) which was resolved with a help chat. Today my watch died while at work. Is it non-responsive, does not vibrate in the charging dock and has no lights on the back. Reset and factory reset have not worked. The watch is dead.

I chatted with the online help desk who informed me my watch is out of warranty but I can buy a new one at 25% off (which is already the discounted price on fitbit.com of $149.96 so its not really a discount at all since the watch is already on sale).

I have to say I am disappointed at the lack of assistance and compensation. I have been a fitbit user for years, but this customer service was lacking. No efforts made to try and salvage my current watch outside of whats available on the troubleshooting page (such as clean the back, reset, charge for an hour - which of course I had already tried prior to contacting anyone) and a measly discount code that isn't actually a discount. Thanks fitbit. You may have lost a customer here. 

[SunsetRunner]

Hi @Rachelm94 , I flagged your post to the Moderators. One of them will contact your soon via this topic, so keep a close eye on it. Regards kuzibri

BTW, I accidentily pressed the button "Affects me too", which is not true at all. For one I don't have this problem at all and two: I have a Versa 2. Only cannot change it. 

[Lola89]

This exact same thing happened to me yesterday! I haven’t been in touch with Fitbit but since December started the second year I’ve had it, I knew they would say that. Why would I want to purchase another one when the one I have was working just fine up until it shut off....

[JuanFitbit]

Hello @SunsetRunner , nice to see you around. Thank you for your help and for notifying us about this thread. 

Hi @Lola89 @Rachelm94 , a warm welcome to the Community!

@Rachelm94 , thank you for your comment and feedback! As I don't have access to your cases with Support, you might find some of the instructions here (see below), the same provided by Support. 

You can always check back with them so that they can explain you case to you, just write back to the last email received. The'll be more than glad to inform you about the case. 

@Lola89 , thank you for your feedback! Could you please confirm if you have tried these steps?

Please plug your watch to charge for at least 30 minutes. 

Afterwards try to restart it .

If you feel a vibration when plugging in the watch, but you still cannot see anything on the display please let me know. 

It would be also from great help if you could confirm that the green LEDs are blinking. 

On your reply, could you please inform me, if you have a Versa, Versa Lite or Versa 2.

I'll be expecting your reply.

[Lola89]

Thank you for getting in touch with me regarding my Fitbit issue. I currently have the Fitbit Versa. Yes, we did try all the things you listed with no luck. There are no lights on at all. 

[Rachelm94]

I have tried all those things. There is no green light on the back. It is completely dead. Does not vibrate when you plug it in or respond to any attempt to reset. 

[Rachelm94]

It is a Versa

[JuanFitbit]

Hi @Lola89 @Rachelm94 , thank you for your reply and confirmation. 

@Rachelm94In this case, a reset to the factory settings is necessary. Just note that all apps, music, and other data on the watch are deleted, and these steps should only be performed if recommended.

Keep the Versa plugged into another USB port or wall adapter for at least 30 minutes. 

Hold all three buttons on the Versa for about twelve seconds.
The static logo should appears and then disappears, release the bottom right button and then hold the left and top right buttons until you feel a strong vibration. This indicates that the factory reset has been initiated.
This may take a few seconds, and finally the logo will appear and the device will restart.

@Lola89 , I've contacted Support in your behalf. You'll be receiving an email from them very soon. 

Please keep me posted. 

[Rachelm94]

I have tried this. My versa is non responsive to a factory reset. Plugging into the wall and pushing the buttons does not do anything

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[Lola89]

Thank you for your attention & assistance. I appreciate your effort!

[MandyL7519]

I just came here to look for answers and saw this. Mine is doing the same thing! It charged overnight and I put it on this a.m. (at 100 charge) and noticed the charge was dropping quick throughout the day. Now it’s dead and the screen will not come on even when in the charger. I of course tried everything- my extra charger, offering port, different outlet and nothing!!! 

[Lola89]

@MandyL7519  Exact same thing. Never had an issue up until that. I’ve had it 2 years at Christmas. That doesn’t seem long enough to go bad. 

[JacobLim11]

Mine doesn't respond to factory reset as well since the turn on the year.