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Versa heart rate tracking and touchscreen not working

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‎11-20-2020 16:41 - last edited on ‎11-22-2020 14:12 by Fitbit Moderator

‎11-20-2020 16:41 - last edited on ‎11-22-2020 14:12 by Fitbit Moderator

My versa heart rate sensor stopped working. Followed online advice to reset. Didnt fix. Then it started resetting itself when it wanted. Now the screen swipe wont work, cannot access any programs or information. Not getting notifications of messages. What is going on?

 

Moderator Edit: Formatting

Moderator Edit: Clarified subject

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‎11-22-2020 14:08 - edited ‎11-22-2020 14:09

‎11-22-2020 14:08 - edited ‎11-22-2020 14:09

Hi @GayleHogg, welcome to the Community Forums!

 

Thanks for bringing this to our attention and for trying some troubleshooting steps before posting over here. First, can you please let me know if the heart rate sensors of your device are still flashing? Also, if you haven't already done so, I recommend you to check our help article: Why don't I see my heart rate on my Fitbit device? and let me know how it goes. Such help article includes a restart process that will refresh the device's performance and should fix the display issue as well.

 

Looking forward to your reply.

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‎11-22-2020 14:35

In response to RicardoFitbit

‎11-22-2020 14:35

Hi thanks for reply. No they are not flashing. Also it resets itself randomly and now swipe screen wont work. Completed a software update but this did not help

Sent from Gayle
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‎11-22-2020 15:09

In response to GayleHogg

‎11-22-2020 15:09

You're welcome @GayleHogg, your reply is also appreciated.

 

Thanks for the details that were shared with me. Since the troubleshooting steps from my previous post didn't work, please follow the ones below to factory reset your device:

 

  1. On the device, hold all three buttons for about 10 to 12 seconds. 
  2. When the Fitbit logo disappears, quickly release the bottom right button, continuing to hold down the left and top right buttons (releasing the bottom right button as soon as the logo disappears is time sensitive). 
  3. When the device vibrates, release all buttons. 
  4. Wait for approximately 1-2 minutes while the device clears all data. Eventually, the Fitbit logo appears and the device boots and displays Fitbit.com/setup.
  5. When the device successfully resets, please use the normal out of the box process of updating the firmware. You can check: How do I update my Fitbit device? for more details. 

 

Take in consideration that a factory reset deletes any stored data, which includes all data that hasn't synced to your Fitbit account and your applications, alarms, etc. 

 

Let me know if further assistance is needed and if you have any additional questions.

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