Versa screen blank with backlight

[RyaneR]

Hi my versa screen is not showing. My backlight still works if I press the left button and it still seems to be sinking in the app but nothing on the screen. It started acting glitch yesterday then this morning nothing. I’ve also tried restarting. I’ve been reading replies but it looks like the only solution posted so far is resetting 

[Paree09]

Hi, Guy

Please help me my screen on my Versa is not showing anything. When i tilt the watch i can see a screen coming is lighting up at the back grown. But then i don't see anything on the screen. 

The help desk just did not help by saying it is out of warranty. but the watch is only 18 months old. 

when i asked to send it to any workshop where i can pay for the repair, they said they don't have any in the word. There was no support after 1 year warranty period expired. Indirectly the guy ask me to through the watch away.  

Please help to get this crap product working again. 

[Kattz118]

My Versa screen suddenly stopped responding. It does not light up every time and when it does it comes up gradually either as vertical lines or as a “tunnel vision” showing face from the middle first or as a 1 line on top that gets thicker with time. It also freezes and scrolls on its own! I’ve turned it off and on again. It didn’t help. Can this be fixed? I’m slightly getting fed up as I’ve already had to replace my device 3 times. 

[LizzyFitbit]

Hi @RyaneR, @Paree09 and @Kattz118. Welcome! It's good that the community is growing.

@RyaneR and @Kattz118, thanks for sharing detailed information about your watches and the steps that you've tried to get the screen working correctly. Just to confirm, did you follow the steps from this help article to restart your watch? If that's correct, I'd recommend to change the clock face to one from Fitbit just to test your watch. Keep me posted with the outcome. 

@Paree09, thanks for letting me know about your Versa as well for taking the time to contact our Support team. I see where you're coming from about this situation and I'm sorry for the experience that you've had with it. The comments shared in the Community are always reviewed by our team as it helps us to improve our devices and services, and yours won't be the exception. Since you already have a case created with our Support team, I'd recommend to keep an open communication with them so you can receive more details about their resolution.

I'll be around if you need anything else.

[RyaneR]

Hi. Yes I am using and have always used the default watch face for my versa but there has been no change and the screen is still blank. In fact it’s gotten worse because now the versa is also losing charge daily (it used to last 3 days before) and I know this because I receive emails saying my battery is low. 

This is very frustrating since I used my Fitbit daily and I still have charge Fitbit’s that work but my “upgraded” versa version is now unusable. And the fact that a software update caused this for so many users (I’ve seen the posts) is frustrating since Fitbit has not provided a solution besides buy a new one. Well I for one will not buy a new one! I will switch brands because this is unacceptable!

[LizzyFitbit]

Hi @RyaneR. I'm glad to see you here again.

Thanks for keeping me informed and sharing more details about your Versa. I understand how you're feeling about your watch and the difficulties experienced after the firmware update. Please know that your feedback will be taken by our team to work on work on our products and improve your experience with them.

About your watch, I've gone ahead and requested a case on your behalf so our Support team can provide you with assistance via email. Note that due to recent events affecting our operations there might be a delay in their reply, but they'll get in touch with you soon.

Keep me posted.

[Tbisner7583]

Mine was working had a charge.  Now it will not turn on at all or take a charge.  I've only had it 6 months 

[Kckickin425]

This happened to me yesterday. It was working one minute and then just a black screen the next.

[Chrisbhrt]

Yep. Same issue with me. Happened quite suddenly. Watch vibrated, checked to see what the message was and all I got was white screen. Watch is just 6 months old. Had Ionic that did exactly same thing but out of statutory warranty and read posts that suggest legal commitments override customer loyalty. Threw it out in the end out of frustration. Against my better judgement purchased the Versa 2 being buoyed by having Google backing the company and it being a newer product where ‘bugs’ should have been addressed. Also notice screen gets very hot due to the screen remaining locked on. Would strongly recommend not wearing the device as it may result in serious burn. Have also found that since reporting the fault to customer service the watch periodically resets and for a short period seems to work again. This only lasts a short period and eventually returns to the white screen. Have tried all the remedies going round, change to Fitbit watch face, resetting, rapid button clicking ... To me the reliability of this product warrants serious investigation by consumer affair authorities. The product needs a mandatory two year warranty to protect consumers from devices that seem to have a growing history of poor reliability. I am still waiting from support regarding what next. My real concern is the repair (I hope) only extends the life the remaining months of the warranty before it fails again.

[LizzyFitbit]

Hi @Tbisner7583 and @Kckickin425. Welcome to the Community. @Chrisbhrt, it's good to see you around.

@Tbisner7583 and @Chrisbhrt, thanks for joining this thread and sharing that your watches are having this issue. I see where you're coming from about this situation and please know that your feedback won't be taken for granted. About your watches, I was informed that you already have a case created with the Support team and they're providing you assistance via email.

@Kckickin425, I'm sorry that you're having this experience with your watch and let me give you a hand. Since your post didn't mention, may I know if you're using a clock face developed by Fitbit? If not, I'd recommend to change it by following the steps from this help article and give a try to the restart process.

Keep me posted.

[Frostyone]

I have had my Versa for about two years. I did the online chat and was told because my versa was out of warranty, I could purchase a new one at 25% off. Not the answer I was looking for but actually found one on the internet for 50%.

[Frostyone]

First if no one can get anything on the screen, how can they change the settings for the clock? This is the same the online chat told me yet did not explain how to get the darn screen up to do anything he was asking. He was definitely typing from a script and not reading what I was telling him in return.

Moderator Edit: Word choice

[Chrisbhrt]

Hello LizzyFitbit

Thank you for your interest in my issue with my Fitbit Versa 2.
With regards your remedies to have my watch function correctly I can confirm that I have tried all the so called fixes to rectify the problem. The suggestion to change the clockface to a Fitbit clockface is one strategy I applied numerous times. While this provided a temporary fix (1 hour max) it was by no means a resolution to the problem. The screen returned to the backlight on position regardless of whose clockface was installed. As I have mentioned, the heat generated from the backlight being left on for an extended period is itself a safety hazard. Interestingly, at no time did customer support suggest this clockface changing routine.
This solution which seems to circulate around chat groups has for me raised several questions. Had there been a recent firmware update which coincided with the problem I would be more inclined to consider that the fault may rest with the non-Fitbit developer. This however was not the case. The watch had been functioning correctly well after the most recent firmware update. As a commonly applied remedy this also implies to me a significant failure in Fitbit's vetting of developer apps that are provided via Fitbit's download facility. It would suggest to me that Fitbit has failed to adequately vet products provided by independent developers. By doing so it risks damage to the brand through poorly coded apps as well as potential security issues from malicious code embedded in apps. Perhaps they need to look at how Apple protects its brand and its customers before releasing independently developed apps.
At the end of the day Fitbit supplies a watch that is capable of interchangeable clockfaces. Having to change these clockfaces to resolve a basic function i.e. telling the time, is an inadequate solution to this problem. The product is essentially not fit for purpose.
The watch has since been returned and hopefully replaced with one that will at least operate to the end of the warranty period. I deeply suspect that the life expectancy of Fitbit products are such that warranty claims are treated as part of doing business rather than building on consumer loyalty and confidence. I think it is about time consumer regulators take a closer look at the growing amount of complaints and impose a minimum 2 year warranty period on all Fitbit products.

[Kckickin425]

Yes I have changed the clock to a fitbit one and tried resetting it. It didnt change anything on the watch. I have had my watch since dec 2018. My wife and I got our Versa watches at the same time and hers works just fine. I have had multiple issues with mine and now it is nothing but a paperweight

[Frostyone]

Yes, the online chatter told me I had enjoyed 365 days with my Fitbit and he would send me an email to get 25% off a new one. Seriously!

[LizzyFitbit]

@Frostyone, welcome on board. @Chrisbhrt and @Kckickin425, it's good to see you around.

@Frostyone and @Chrisbhrt, thanks for taking the time to share your thoughts about the Versa and our Support team. I'm sorry that you're having this experience and please know that your comments won't go unnoticed as they'll helps us to continue working and improve our products and services. About my previous post, it was suggested to adjust some settings on the app and try other steps on the watch just to exhaust our troubleshooting and monitor its behavior. Since our team has already all the details of your case, please keep an open communication with them so you can receive more information about their resolution.

@Kckickin425, thanks for your efforts while troubleshooting your Versa, as well for sharing that your wife had a similar experience with her watch. Given this situation, I've gone ahead and requested a case on your behalf so our Support team can provide you with assistance via email. Due to recent events affecting our operations there might be a delay in their reply, but they'll get in touch with you via soon.

I'll be around if you have more questions.

[Ssdrfibit]

I have the same problem with my Versa started yesterday.  Anyone knows how to contact Fitbit for support besides using the Chat and Twitter which I don't have an account

[LizzyFitbit]

Hi @Ssdrfibit. Welcome, it's nice to see a new face around!

Thanks for joining this thread and I'm sorry that your Versa is experiencing the same issues with the screen. While checking your details I was told by our Support team that you've got in touch with them via email. They're working on your case and will provide you with further assistance via email. Please note that due to recent events affecting our operations there might be a delay in their reply, but they'll get in touch with you soon.

If you need anything else, let me know.

[rafaelacw]

Hi, same problem here. Last Friday my Versa vibrated and when I looked at it to see what was going on, I could only see the backlight. I tried resetting it, then it went dark, and I couldn´t do anything else. When I arrived home, I tried to charge it, left it there for a whole night, no change. I can´t try the clock change because it actually stopped synching on Friday. Nothing seems to be working, nor the sensors, or Bluetooth, anything. Today, after leaving the Versa resting, I tried to charge it again, and I could see the backlight on. Tried resetting it again and again, I would always see the backlight on, off and then on again, but no logo or anything else. So I left it charging for a couple of hours and now I just tried to reset it again but now I can´t even see the backlight. I tried both resets: Left+Bottom right buttons and the one that is supposed to be a factory reset with all buttons at the same time releasing the Right Bottom after 12 seconds. I am really upset because I have the Fitbit Premium, my subscription is running and I don´t have a working device...

[Frostyone]

How old is the FitBit?

Sent from my iPhone