Versa's screen became unresponsive

[LilahPetersen]

Hi guys. I need help. I did the software download on Saturday 23/05 and left my device on charge. This morning Monday 25/05, the device screen is blue blank. I tried restarting and holding all the buttons, nothing seems to work. I unpaired my device and Uninstalled the app still no help. This has been going on for hours now. I don't know what to do. I'm devastated. It was working perfectly fine on Saturday during my workout. I don't know what to do anymore.

Moderator edit: updated subject for clarity

[LilahPetersen]

Yup. My issue as well. This is so ridiculous and insane. How is this even happening? My Fitbit is useless to me and I paid so much money. I have logged a report on the Twitter account but I doubt anything will come of it. I'm done with Fitbit that's for sure. This watch/ tracker is not worth the money and effort I paid to get it. The hype around Fitbit is overrated as well. This is a real problem and no one can solve it and my money has been wasted. 

[mwhite47562]

I took mine back Hopefully this new one is better or back to the store it goesSent from my MetroPCS 4G LTE Android Device

[birkyjg]

I called them and found out that although this device is less than a year old, it was a replacement from an issue that happened when my original device was Only 5 months old. The warranty is on the original purchase date, so the only thing they offered me is a 25%discount on a similar or upgraded model. I’m not sure what to do, because neither of the devices I’ve had lasted the full year.

Although my device was less than a year old, it was a replacement from an originally purchased device in December 2018. The warranty is on the original purchase date so the only thing they would offer me is a 25% discount. I don’t feel that it is fair compensation, considering that it happened as a result of their update...

Sent from my iPad

Moderator edit: merged reply

[LilahPetersen]

I know this is the frustrating part!! 25% does not even cover the courier fees to get the watch to me. More sad is the fact that this software update failing was beyond my control, I did the necessary and the right thing, but i now bear the punishment. I don't have a Fitbit that works nor do I have the money to afford another Fitbit tracker.

Can someone from Fitbit actually give any inclination whether there is is any kind of resolution????? Uninstalling and unpairing does not work. 

[LorianneSt-O]

Yes second time my versa's screen stops working. Its no coincidence...they make them cheap so you want to buy another one. Not impressed with fitbit at all. They make an update anfld everybody has to change their watch...🤔

[JuanJoFitbit]

Hi everyone! I apologize for the delayed response. However, let me welcome you to our Fitbit forums.

I'm sorry about the screen issues that your Fitbit devices have experienced. By the way, thank you for trying to get this issue resolved before contacting our forums.

For the people that have the Fitbit Versa, please try a factory reset, to do so on your devices, follow the steps below:

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. Set up your watches from scratch

For the ones who have the Versa 2, follow the steps below in order to perform a factory reset:

1. Hold the back button for about 8 seconds. 
2. When the Fitbit logo disappears:

• Release the button briefly (for less than 2 seconds). 
• Hold the button again until they feel a second, longer vibration, which indicates they initiated the factory reset.

After this, make sure to charge your devices completely and see if the issue gets fixed.

@LilahPetersen @birkyjg I'm sorry about the screen issues that your watches experienced. I'm also sorry to hear that they're no longer under warranty. I totally understand how you feel about this and we appreciate your patience and time with this since this helps us to keep improving.

I'll be around if any question arises.

[Mfc12]

I am extremely disappointed and frustrated, my Fitbit no longer functions after a year and a month of use.  FB support has not been helpful unfortunately, I have attempted all of their suggestions with nothing to show for it.  For the price of this product and the special attention I give it to make sure it is properly maintained, I feel like I have been ripped off and taken advantage of.  I am hoping FB can right this wrong otherwise I will be taking my business elsewhere.  

[LilahPetersen]

I performed steps 1-5. My screen is still black. The green light is flashing on the back and the watch vibrated, however the screen still remains black and unresponsive as it did on Monday. Please advise what happens next. 

[LilahPetersen]

Juanjo, I would also like to highlight I don't have screen issues. This watch is in immaculate condition, the issue is  with the software upgrade on this watch that has rendered the watch useless. How is it that software renders the actual devise unable to work? This does not make sense to me. Please advise what needs to happen next. I have done everything you advised and still I can't seen any information on the watch. The watch does not display any messages, but it's still working. So please tell me what needs to happen next??? 

[Natankel]

I have heard back from customer care and twitter and they both say try restarting are the green lights still on etc etc I’ve explained that I can’t do anything as screen is always blue/black I just need to know should I get replacement or money back as I have a watch that does nothing after 24 hrs

Sent from my iPhone

[VictoriaHammel]

Mine did the exact same thing. Right after I updated it the screen went blank and the device stopped working.

[birkyjg]

I have heard from so many people on the forum that are experiencing difficulties after the update, I feel that Fitbit should be obligated to replace the devices that are not responding to the factory reset. I have invested a lot of money, buying two different models for myself, one for my husband and several for my grandchildren. I’m hoping you will reconsider the answer you gave me...to purchase a new one at 25% off (or 40%for A mulberry one, which I would never consider... it would look ridiculous on me with my non-purple wardrobe).

Sent from my iPhone

[Natankel]

I’m ready to take mine back and consider Apple or Garmin, had mine 24hrs and then stopped working Not good enough really and how long should we have to wait

Sent from my iPhone

[birkyjg]

I just spoke with someone from customer service and they said to keep checking the app. They’re working on an update to fix the problem. I hope that works!

Sent from my iPhone

[LilahPetersen]

No Fitbit survey I am not happy with the response I received. My device is still unusable. I can't use my fitness tracker. It still has a black screen. I still can't not pair my device with my app. This is just a nightmare and I am really unhappy. 

[birkyjg]

I am having the same experience and the same frustrations. I’m not hopeful...😢

Sent from my iPhone

[Jadex]

I’m sorry but this reply is useless. 

These steps have already been done and still they are not working. 

How else can these problems be solved!?

We are sick of wasting money on watches that don’t last!

[Rich_Laue]

Have you contacted fitbit?

[Jadex]

I’m not getting a response from them. 

[Natankel]

I have contacted Fitbit through Twitter FB messenger and customer support and all asking me the same questions and they will get back to me shortly

Sent from my iPhone