Versa heart rate and screen wake isn't working

[Gavinroy1787]

Had a Versa for quite a while, and very pleased with is... HOWEVER.. during a run today, raised me wrist to see the distance run, to see a black screen. 
Got home, tried to re set it, tried a factory reset, still had a black screen. 
out it on charge, and it came back to life.. left it till 100% full, heart rate won’t work, neither will the display show when wrist is raised.. though programmed to do so..... turned it off and on... no difference... did a factory re set.. no difference....

anyone any ideas..??

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there @Gavinroy1787, welcome to the Community Forums. Thanks for the details shared in your post about the difficulties you've been recently having with your Versa. I appreciate your time and efforts in troubleshooting your watch prior to posting here, I'll be glad to help you from now on.

Have you checked if your watch is still paired to your account? To see when was the last time sync or if your Versa is paired, tap the Today tab > your profile picture > your device image. 

If your watch is unpaired, please set it up again by following the steps at: How do I set up my Fitbit device?. On the other hand, if your watch has not recently synced, follow these troubleshooting steps: Why won't my Fitbit device sync?

About the heart rate, please make sure that the settings are "On". On your device, open the Settings app > Heart Rate > tap to turn the setting On. Also, check that Screen Wake is set to Auto instead of Manual. Swipe down from the top of the screen, and tap the quick settings icon. In the quick settings screen, tap the screen wake icon to adjust the setting.

• When you set Screen Wake to Auto (Motion), the screen turns on each time you turn your wrist.
• When you set Screen Wake to Manual (Button), press the button to turn on the screen.

Hope this helps. I'm looking forward to your response, keep me posted. 

[Gavinroy1787]

Good evening.

The Versa is synced, it is also set to Heartbrate “on” and the screen, wake on motion is also is also turned on.
The watch has had these settings since I owned it.
The Versa was 80% full when I went out for a run yesterday... after 3 miles, I looked at the watch, which was blank.
After my run, I put it on charge, it showed it was flat.
Once 100% I reset the watch, and also factory re set it.
I noticed that it would not light up, when I looked at it, as it usually did.
I also noticed that the watch did not show my heart rate, nor do the green lights on the back of the watch light up.
Due to the fact, I use the heart rate monitor function, both at work, and for exercise, I have I synced the Versa, and synced an old Blaze.

Gavin Wesley

Sent from my iPhone

[MarreFitbit]

Hi there @Gavinroy1787, thanks for getting back and for the update. I appreciate you had followed the tips and recommendations provided above. Since this sounds a bit more serious, I've created a support case on your behalf - you should soon receive an email from Customer Support at the email you used to register with the Community forums. Note that we may take a bit long to get back to you since due to recent events affecting our operations, support options are limited and wait times are longer than usual. If you have any questions, don't hesitate to let me know.