Versa's left and top buttons not working

[Loz1959]

I have two buttons on my versa which are not working they are the left button and the top right button.  I have been to settings - about - restart but this has not made any difference and I have also tried to clean it.  My versa is about 17 months old.

Can anyone advise?

Moderator Edit: Clarified subject

[RicardoFitbit]

Hi @Loz1959, welcome to the Community Forums!

Thanks for bringing this to our attention and for trying some troubleshooting steps before posting over here. Since restarting your device didn't fix the issue with your Versa's buttons, please 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.

[Loz1959]

Hi

I have tried what you said and it doesn’t buzz and I have tried loads of times now what happens when I realease the bottom right button and still hold both others it doesn’t buzz and eventually the blue logo comes back on whilst I am still holding the two buttons. The left button seems now to be working but the top right is not working still. I have done this last year so I know what you mean about the buzz but just don’t seem to be able to get it to buzz. Any advice please

Regards
Lorraine

Sent from Mail for Windows 10

[RicardoFitbit]

Thanks for your update @Loz1959.

Your effort troubleshooting your Versa with me is appreciated. Because the issue persists, let me share with you that our Customer Support team was contacted on your behalf to provide you further assistance with the difficulties you're currently experiencing. Please keep an eye on your email inbox because they'll be in touch with you pretty soon.

In the meantime they contact you, let me know if you have any additional questions.