Versa is stuck in the Fitbit logo

[Jishant_Patel]

My fitbit versa is stuck on the logo screen since 3 month and can't connect it to my Fitbit app.

I also tried restarting it it dosen't work at all.

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there @Jishant_Patel, welcome to the Community Forums. Thanks for the details provided in your post about your Versa that has been stuck on the Fitbit logo for the past couple of months. Also, thanks for taking the time to restart it prior to contacting us. 

Since the restart hasn't worked, I recommend doing a factory reset: 

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. 

[BJenkins72]

I've had this problem before and have done a reset in the past. It just started happening again this  weekend. Why does my Versa get stuck in this logo mode and how do I prevent it from happening? I shouldn't have to keep doing system resets

[MarreFitbit]

Hi there @BJenkins72, thanks for stopping by and bringing this to my attention. 

How many times since the weekend has your Versa had this behavior? Are you letting the battery to run out prior to charge it again? Are you removing your watch either from your phone's Bluetooth settings or the Fitbit app? Besides the Fitbit logo, have you received any other error?

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

[BJenkins72]

So far it's happened 4 times including this morning. I typically charge my Versa when I get below 25%. I don't remove the watch from the Bluetooth or app and it's set to sync automatically. There is no other error message, just the logo. At whatever point it goes into that state, the watch no longer tracks steps which is really frustrating as I have to manually add what I think I've accomplished while it was down.

[Jishant_Patel]

As you told me some procedures to get my Versa back in working condition

But I tried it didn't worked.

When i release the right bottom button afterward the device didn't vibrate and didn't start. My versa is stuck at the logo and below the logo theri is written please download Fitbit app to connect. 

Please help me with that.

[Catewatt]

I have the same problem and restart hasn’t helped. Still stuck on for but logo and asking me to download app

[Ake19]

I have the same problem tried with the instructions and didn't work doesn't vibrate, I asked for support in the chat and they sent me to check new devises because I don't have warranty and you don't have a repair center, why would I want to buy a new watch with you if you cannot even fix your own watches and what cause this problem in the first place was the update you did. Definitely if you cannot solve this problem I won't buy a Fitbit again in my life 

[MarreFitbit]

Hi there @Jishant_Patel, @BJenkins72, and @Catewatt. 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.

Hi there @Ake19, welcome to the Community Forums. We're sorry to hear about the inconveniences you had with your Versa. We understand and respect your decision regarding the 25% our Support Team previously offered.

We acknowledge the limitation we have on our part particularly on what you have experienced. We‘re taking into consideration your comments and sentiments with regards to our products and services.

Please know that when a Fitbit devices is deemed defective we review eligibility using the one year warranty option. For our full warranty terms and conditions, see our Return Policy and Warranty.

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.

If you've exhausted all troubleshooting steps to fix your watch and contacted our Support Team, but are not satisfied or agree with the resolution of your case, please get in touch with our them again or you can check our warranty policies here for a better understanding of the information that they provided to you.

I'll be around if you have any additional questions. 

[Mafsr3461]

My Versa is doing the same thing, also. Have tried the reset process, but does not vibrate and reset. Please help!

[MarreFitbit]

Hi there @Mafsr3461, welcome to the Community Forums. Thanks confirming that you've tried the suggestions provided here in order to fix your Versa's screen. 

If your watch doesn't vibrate when you connect it to the charger, it may not be having a good connection with the charger and therefore, it won't properly charge. Said that, I recommend doing the following: 

• 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?

Hope this helps, let me know if you need further assistance. 

[Mafsr3461]

My Versa has worked fine until yesterday. Went to go out for my walk and it is stuck on fitbit logo with  message to download app to start. Have tried the reset procedures as instructed on this forum and it will not vibrate and reset. What do I do now???

[MarreFitbit]

Hi there @Mafsr3461, thanks for confirming that you've tried the steps I suggested above.  At this moment, I’ve reached the limits of what I can do for you here on the public community forums, so I've contacted our Support Team on your behalf to look into this issue further and provide you with some options. Please keep an eye on your email inbox for further instructions. Note that due to recent events affecting our operations, support options are limited and wait times are longer than usual.

We hope your issue is solved soon. 

[Mafsr3461]

Thank you. I appreciate your response.

[MarreFitbit]

Hey @Mafsr3461, you're welcome. I'll be around if there's anything else I may do for you in the meantime. Have a nice day! 

[Jennyw1977]

Im having the same problem. I did the factory reset following the instructions through the watch itself. Now I'm stuck with the fitbit logo. Tried holding in all 3 buttons and releasing the bottom one when the screen went black. It didn't vibrate or show any prompts. I can't get it to connect to my phone. Essentially I can't use it 

[MarreFitbit]

@Jennyw1977 Welcome to the Community Forums. Thanks for following the tips and recommendations provided in this thread. 

Please note the error message you're receiving on your watch's screen usually appears when you've performed a factory reset without first unpairing the watch from the phone's Bluetooth settings. 

To solve this issue, please follow the steps below:

• Remove your Versa from your phone's Bluetooth.
• Force quit the Fitbit app.
• Turn off the Bluetooth.
• Shut off your phone and turn it on after 1-2 minutes.
• Turn on the Bluetooth.
• Set up your Versa again.
• If there is no connection, restart your Versa.

If you can't get started with your Versa, usually a missing requirement is the cause. Carefully review the requirements provided in the help article Why can't I set up my Fitbit device? 

Hope this helps. 

[Jennyw1977]

Thank you for the advice. I have tried all of these steps. The watch was not paired to my phone so did not need to unpaired. The watch is now just flashing with the fitbit logo.
Sent from my Galaxy

[MarreFitbit]

@Jennyw1977 Thanks for the details shared in your previous post. 

At this point, I recommend doing a factory reset on your Versa: 

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. You can follow the steps to set up the device after that: How do I set up my Fitbit device?

Hope that does the trick. 

[Jennyw1977]

Hi Marie. No this didn't work. This is the second versa I have owned and have had problems with them both unfortunately.