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Versa screen blank

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‎05-05-2018 20:55 - last edited on ‎06-04-2018 08:42 by Moderator Alum

‎05-05-2018 20:55 - last edited on ‎06-04-2018 08:42 by Moderator Alum

My Versa is only a week old. It was working great until tonight when the screen just went blank. It is syncing with the app and the battery level is fine. It is not cracked and I was not doing anything unusual when it stopped working, just walking around. Any ideas how to fix this?

 

 

Moderator edit: subject for clarity

Best Answer
33 REPLIES 33

‎05-06-2018 00:32

‎05-06-2018 00:32

In the hope that this may be just a software glitch I would try restarting your Versa by:

 

  1. Press and hold the back (left) and bottom buttons until you see the Fitbit logo on the screen. This should take less than 10 seconds.
  2. Let go of the buttons.

If that doesn't kick it back into life then it may be a hardware issue and your best option would be to contact customer services via: contact.fitbit.com

 

Best Answer

‎06-03-2018 15:29

‎06-03-2018 15:29

Once you contact fitbit customer service ( I did this by chat on their web site) , they will ask you to send a video of your fitbit not working with your complaint number written in the background. They will say that they will get back to you once they have decided that it is really not working. They will send an email saying that they need to know what country you are in, even if you have given this information before. Then you will get another email saying to send back the watch and charger to them with a return label they will send to you. Once they receive it (about 10 days later) they will tell you hopefully that they will send you a replacement. They were sold out when this happened for me, so I am still waiting for my replacement. My process started the first week of May. Good Luck!

Best Answer

‎06-04-2018 08:44

In response to Schuhflypie

‎06-04-2018 08:44

A warm welcome to the Community @Schuhflypie and @SteveH thanks for stopping by.

 

I appreciate all the efforts in trying to fix this issue and I am glad to hear that you are waiting for your replacement. At the moment of receiving it, you just need to do the following from the Fitbit app to set it up:

 

  1. From the Fitbit app dashboard, tap or click the Account icon.
  2. Tap Set Up a Device.
  3. Choose your device and follow the on-screen instructions to continue.

 

If you need anything else, do not hesitate to post it. Robot Happy

Alejandra | Community Moderator, Fitbit

If you like something I recommended, I encourage you to mark that reply as "Best Answer". 🙂

Best Answer

‎07-10-2018 17:11

‎07-10-2018 17:11

This has just happened to me 😡

what did you do to fix it? 

I think it’s pretty bad that I have to go without a product that I payed $350 for when there’s a manufacturer problem. I should be able to do a straight exchange Instore and let the retailers deal with the problem of a faulty product. If it’s faulty they shouldn’t be selling it.

Best Answer

‎07-10-2018 19:54

In response to KateBannister

‎07-10-2018 19:54

Once you contact fitbit customer service ( I did this by chat on their web site) , they will ask you to send a video of your fitbit not working with your complaint number written in the background. They will say that they will get back to you once they have decided that it is really not working. They will send an email saying that they need to know what country you are in, even if you have given this information before. Then you will get another email saying to send back the watch and charger to them with a return label they will send to you. Once they receive it (about 10 days later) they will tell you hopefully that they will send you a replacement. Good luck! I hope you get yours soon.
Best Answer

‎07-11-2018 07:51

In response to KateBannister

‎07-11-2018 07:51

Welcome to the Forums @KateBannister and @Schuhflypie thanks for the input.

 

I would like to know if you followed our friend's recommendation and contacted our support team, have they offer a solution for this?

 

Hope to hear from you soon. Robot wink

Alejandra | Community Moderator, Fitbit

If you like something I recommended, I encourage you to mark that reply as "Best Answer". 🙂

Best Answer

‎07-17-2018 05:51

‎07-17-2018 05:51

Mine has just done the same. Blank screen. Just happened while I was walking. Not wet or dropped or anything. Is there a reset or something other than exchange. I’ve had mine since April 2018

Best Answer
0 Votes

‎07-17-2018 05:54

In response to Gailanderson

‎07-17-2018 05:54

@Gailanderson you could try a restart of the fitbit. It does no harm and can sort out all sorts of issues. Here's how:

 

  1. Press and hold the back (left) and bottom buttons until you see the Fitbit logo on the screen. This should take less than 10 seconds.
  2. Let go of the buttons.
  3. If your Fitbit Blaze, Fitbit Ionic, or Fitbit Versa doesn't work normally, use the instructions in How do I turn off my Fitbit device? to turn your watch off and on again
Best Answer

‎07-17-2018 06:27 - edited ‎07-17-2018 06:28

In response to Gailanderson

‎07-17-2018 06:27 - edited ‎07-17-2018 06:28

The same thing just happened to me. Was working fine when I synced it after waking up this morning. Then while I was getting ready for work I noticed my screen wasn't displaying anything when I flipped my wrist to check the time. I've restarted it several times without any luck. You can't turn it off and on when the screen is blank.

Best Answer

‎07-18-2018 18:05

In response to SteveH

‎07-18-2018 18:05

Thank you!

Best Answer
0 Votes

‎07-19-2018 18:29

In response to southerndumplin

‎07-19-2018 18:29

Did you find a solution for this? My Fitbit just did this. 😑 and I’ve already had it replaced once and the new one I’ve had probably for a month. 😢

Best Answer

‎08-01-2018 11:16

In response to SteveH

‎08-01-2018 11:16

Thanks, Steve  That worked!

Best Answer

‎08-02-2018 04:11

In response to Gaylyn

‎08-02-2018 04:11

Hey everyone!

 

I hope you are doing fine. I am glad to see here that for some of you this issue has been resolved. For the ones that keep experiencing this problem, if the restart process process didn't work, feel free to get in touch directly with our support team, I know they will be glad to help you out. For a faster response you can contacted them via chat.

 

See you around. Smiley Wink

Alejandra | Community Moderator, Fitbit

If you like something I recommended, I encourage you to mark that reply as "Best Answer". 🙂

Best Answer

‎09-23-2018 07:55

In response to SteveH

‎09-23-2018 07:55

Resetting it worked for me. Thanks

Best Answer

‎09-23-2018 08:08

‎09-23-2018 08:08

My versa has never worked and have been in constant contact with the support for fitbit.  Was just sent this warranty info:We would like to share with you that as per our limited warranty, Fitbit does not warrant that the operation of the Product will be uninterrupted or error-free.   So, they are stating their product does not have to work and that is that!  Buy an apple or garmin get rid of this!

 

Best Answer
0 Votes

‎09-23-2018 11:02

In response to pattyscal

‎09-23-2018 11:02

Its the first time I had trouble with the Versa. If it continues to behave
like this I'll switch to something better from another company. The
warranty seems to be a joke.
Claus
Best Answer

‎09-23-2018 11:14

In response to ClausCa

‎09-23-2018 11:14

I've reset my versa 4 times for my problems  and it still doesn't work.  Customer support tells me they know the problem involves many people and they just can't seem to get it to work.  They are not taking back any of the versa's we are just stuck with them.  

Best Answer

‎10-09-2018 11:19

In response to pattyscal

‎10-09-2018 11:19

My versa died completely in only 3 months of having it...luckily I had a warranty with best buy for this one, but since they no longer offer warranties with fitbit, I went with a SAMSUNG. Good luck

Best Answer

‎06-10-2019 12:53

‎06-10-2019 12:53

Getting replacement second time. I had the same issue twice. Both the times after I went for swimming / water park. Customer rep told me that Fitibit had discovered previously that a part was not sealed hence issue with water getting into the watch. Now that has been fixed but still watch has an issue with water. This has shaken my faith in the organization. This tells me that the product is not made and tested per high standards. Management is rolling bad products in the marker without testing them. Bad culture. 

Best Answer
0 Votes