Versa died during setup and installation

[Mkt222]

My brand new Fitbit Versa died while it was downloading during the setup. Now after charging, it turned back on and is frozen on the setup screen. My iPhone can’t find it on Bluetooth, and it doesn’t show up in the Fitbit app at all. Bluetooth just says connection failed, and when I try to add a device in the Fitbit app, it just says searching and then eventually gives up.

I’ve tried turning Bluetooth off and on, restarting my iPhone, and turning the Fitbit off and on using the left and bottom right buttons (which does turn it off, but then after turning it back on, it goes back to this screen). Nothing has worked.

[NellyG]

That sounds really frustrating. Id suggest you try a factory reset using the buttons (see below). To get it to reset you need to follow the instruction exactly. Ifbthis fails you will need to return it to the store you bought it from or contact Support (link in my signature )

FACTORY RESET USING BUTTONS
On the watch, hold all three buttons for about twelve seconds. This triggers the 2-button hardware reboot after about eight seconds.
- When the Fitbit logo appears, then disappears, release the bottom right button, then continue holding the left and top right buttons until you feel a strong vibration. This indicates the factory reset was initiated.
- This process may take several seconds, and eventually, the Fitbit logo appears and the device boots and displays go to Fitbit.com/setup.
- If you fail to release the bottom right button in time, or otherwise don't follow the procedure precisely, the Fitbit logo reappears quickly and boots without factory reset.

If the device turns on, please go back to the Fitbit app and setup your device back to your account with these steps. Make sure your watch is plugged into a wall plug or a computer, next to the router and that there are no other trackers or devices with Bluetooth on nearby when setting up.  Please log into your account, go to account on the upper right corner, there look for "setup a device" and tap on it. Follow the instructions on the screen and let the watch charge for 2 hours.

[Mkt222]

I tried this many times, but I never got the strong vibration. The screen
just stayed black.

After charging it over night, the setup process seems to have completed and
is now connected to my app, but I still cannot get the screen to respond to
touch. I restarted it many times, and one of those times, it did let me
swipe, but then it crashed. Now no matter how many times I restart, the
screen still won’t acknowledge my touch.

[SunsetRunner · Accepted solution]

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@Mkt222 wrote:
I tried this many times, but I never got the strong vibration. The screen
just stayed black.

After charging it over night, the setup process seems to have completed and
is now connected to my app, but I still cannot get the screen to respond to
touch. I restarted it many times, and one of those times, it did let me
swipe, but then it crashed. Now no matter how many times I restart, the
screen still won’t acknowledge my touch.

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Time to contact Customer Support.