Versa display is stuck at Fitbit logo screen

[MrsMason2016]

My Versa suddenly went to logo screen and won’t do anything. I have tried restarting it multiple times and even factory reset. I have deleted the app wiped all data etc etc like it was a brand new device and it still just stays on the logo screen apart from when syncing from the app I do get the passcode come up but once entered then it just returns to the fitbit logo.

Moderator edit: updated subject for clarity

[MarreFitbit]

Hi everyone! 

Thanks for the details provided in your posts and for taking the time to troubleshoot your Versa smartwatches prior to posting here.

I've seen the majority of you have contacted our Support Team, so my best recommendation will be to keep the conversation with them as they'll know what the next step to try based on your warranty status and your specific issue. Discounts and replacements depend on tracker model and other factors. 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. 

If you're still running into this issue, please note that the battery on your watch may not be charging properly and therefore does not turn on and it's only showing the Fitbit logo 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'll be around, keep me posted.

[Drlng95]

Nothing worked for us. Customer Support was no help, only offered 25% discount. We bought an Apple

Sent from my iPhone

[SunsetRunner]

My problem happened several months ago and nothing worked. I contacted several people with customer support and was sent a new versa for free( my fitbit was only a couple months old when it had issues). I was extremely disappointed in the quality and customer service from fitbit so I got an Apple Watch 

[Jogger1221]

I am having the same issue. My versa is stuck with a flashing logo. I have tried to reset it by holding the back and bottom buttons. That changes nothing. My screen does not work to be able to go into settings to shut the versa down. How do I resolve this?

[MarreFitbit]

Hello there @Jogger1221, welcome to the Community Forums. 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.

[Patrick1516]

What do you when you can’t even get it to ever leave the logo screen 

[MarreFitbit]

Hi there @Patrick1516, thanks for stopping by. I recommend that you follow these steps (or please confirm that you've followed them as described below):

• 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?

If the above steps don't work, at this point I recommend doing a factory reset (before doing so, make sure to remove your watch from your Fitbit account): 

1. Hold the back button for about 8 seconds. 
2. When the Fitbit logo disappears:
   1. Release the button briefly (for less than 2 seconds). 
   2. Hold the button again until you feel a second, longer vibration, which indicates you initiated the factory reset. 

Keep me posted on the outcome. 

[Mfmehdi]

Same problem here.

tried all the solution and none worked.

We cannot even remove the Versa from the phone. "forget this device" option disappeared and only shows connected!

Fitbit is just a piece of junk. It dies just after it's out of warranty. 

[ARgeek]

I had the same problem with my Versa that I've had for only 6 months.  I basically followed the instructions in this forum by user, dexjanelle, but not necessarily in the same order, since I did it prior to seeing dexjanelle's post.  I first tried a factory reset.  If you do this, make sure you follow the more recent directions, not the older directions that are listed in many of the posts:

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.

After I did the above factory reset, I did not get the setup screen on the watch, but instead got the following message with a big red X:  Data not cleared; sync and try again.

At this point, I followed the rest of directions stated by user, dexjanelle, in this forum:

Set the watch in the charging cradle.

On my android phone:

     Disconnected (Forget) the Bluetooth connection to the Versa. Keep Bluetooth in searching mode.

     Uninstalled the Fitbit App

     Reinstalled the Fitbit App.  Fitbit watch connects with Bluetooth on phone.  4-digit security code appears on screen.  Follow directions on watch screen.  I had to reconnect watch to my WiFi.

The Fitbit watch received software and firmware updates which took about 40 minutes.

This was a laborious process, but the good news is that my watch works again. I hope this helps someone else.

[dexjanelle]

I'm glad this factor reset method is working for someone.  My method worked for me but didn't for others.  The factory reset seems like the way to go. But my watch only has 1 button but does have a pinhole on the side but I would not just poke something in there without reading the manual. This is just unbelievable watching all these people with this issue.  The amount of money paid for this watch and to have it dong this is a travesty. I almost wish I would have just returned. Time is money for me and I can't afford to waste time.  The trouble is this might happen after the return date.

Here's my message to Fitbit.  This is what needs done for these people. Just send them a new watch after you can't fix it yourself, after they send it in and you can't get it fixed.  The amount of bad publicity this is getting should lead the company to do the right thing and not put your customers through this.  Look at the number of customers (human beings) who have tried all this stuff to no avail and aren't able to return it because you claim it's past a return date.  I don't have a problem with a limited time to cover physical wear and tear.  But software issues should be covered for much longer because there really is no way for the customer to be hurting that.  The software is totally on you to fix if you want to maintain your image.  Just look at the return, try and fix it and, if you can't fix the software issue, do the ethical thing and send the customers a replacement that works. And no shipping either direction. Your bottom line will see a net positive impact over the negative publicity.  Putting it in dollars and cents may be the only way to get through to you.

Moderator edit: merged reply

[MarreFitbit]

Hi @Mfmehdi. 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.

Hi @dexjanelle. 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.

Additionally, our products are indeed designed and made to last (this goes for each product component) however, there is not an infallible way to ensure that no issues will be present in the long run. Because of this, our Warranty Policy is set into providing as much coverage as we can.

I understand that the outcome of your case with our Support Team is 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 case, 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.

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. 

[Mdenunzio]

Mine died. Totally.Sent from my Verizon, Samsung Galaxy smartphone

[Sashacj]

Mine stuck to the logo too

It happened after I update the Fitbit software 

[GmaKellyD]

Exactly my problem.    What a waste of money.   Less than a year old.    

[Marvia]

Your response doesn't say how to do it and refers me to an article that c tells me how to do it using the versa screen which I can't do bc it is only showing the logo...

[readinggirl]

Did all that doesnt work.  Stuck on start screen in different languages  that tell you to download app.  I give up.  Been trying for 30 minutes now.  Ugh........

[SunsetRunner]

I've done that, your products are total garbage, and this is not the first issue i've had, in recent weeks

[Z000149]

Same.  It’s my third one.    Completely frustrated.  Only a year old.  

[jeffinohio]

I have been without my Fitbit for over a month andI just can't pull the
trigger on getting a new one. Fitbit offered 25% offanew one since mine
was nearly 2 years old but I would much prefer a coupon to use at Best Buy
or such other retailer. At Best Buy I could add the Geek Squad and get
bonus points or special financing offers. Or maybe I just switch brands.
I don't see Fitbit working hard to protect brand loyalty.

[Z000149]

It’s obviously a product issue when we all have the same problem.   Frozen screen.  None of their fixes work.    I will never buy another.  It was my third one.