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Versa not charging after swimming

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‎08-17-2020 01:13 - last edited on ‎08-18-2020 16:32 by Fitbit Moderator

‎08-17-2020 01:13 - last edited on ‎08-18-2020 16:32 by Fitbit Moderator

Hi,

while I was swimming last week, my versa only showed the fitbit symbol, when I wanted to check the time or anything, so I immediately took it off and let it dry. Since nothing had changed the next day, I tried to charge it, but afterwards it wouldn't track my steps or heart rate or anything anymore, now it died again and I can't even charge it anymore, is there anything I can do?

 

Moderator Edit: Clarified subject

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‎08-18-2020 16:23

‎08-18-2020 16:23

Hi @laura.linde, welcome to the Community Forums!

 

Thanks for bringing this to our attention and for trying some troubleshooting steps before posting over here. To better assist you with this, can you please let me know if the heart rate sensors are flashing or is your device completely unresponsive? If you haven't already done so, I recommend you to check our help article: Why isn't my battery charging on my Fitbit device? and let me know how it goes. Such article includes a restart process which can be really helpful for this situation

 

Looking forward to your reply.

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‎08-20-2020 02:54

In response to RicardoFitbit

‎08-20-2020 02:54

Hi,

the device ist completely unresponsive and won't restart, whatever I try, I also tried restarting, but that didn't work either

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‎08-23-2020 18:21

In response to laura.linde

‎08-23-2020 18:21

Your update is appreciated @laura.linde.

 

I'm sorry to know that your Versa is still not responding despite trying the steps from my previous post. That said, I recommend you to try our factory reset procedure following the next steps:

 

  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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