Versa screen pixelated & multicolored

[steveb944]

My wife's Versa is acting up with the screen being pixelated & multicolored and it no longer syncing with her phone.

Last sync shows in August, but she didn't realize until today when the issue of the screen started. She's always had All Day Sync enabled.

I think I've seen the pixelation slightly on mine before, but I believe a quick reset was able to fix it. Now with my wife's there is no solution as I've tried reset and there's no way to sync and look for an update.

I assume I have to contact customer support but I'm hoping someone else has run into this.

She recently switched from GS7 Edge to Essential Phone, but that shouldn't matter.

Pixelated multicolored

[NellyG]

Her new phone is not a Supported Device, so that is probably the cause of her syncing woes.  I would  try a factory reset (Settings app on the watch and scroll down to About) for the screen and see if that fixes it id suggest you contact Support (link in my signature)

Here is some syncing Help data from @HeydyF

• Make sure the latest version of the Fitbit app is installed on your phone.
• The software on your mobile device is up to date. To check, tap Settings > General > Software Update.
• Make sure there are no other Bluetooth devices around as they might interfere with the syncing process
• Check that your Fitbit device's battery isn't critically low.

If your device still won't sync, try these steps:

1. Force quit the Fitbit app. 
2. Go to Settings > Bluetooth and turn Bluetooth off and back on.
3. Open the Fitbit app.
4. If your Fitbit device didn't sync, restart your phone again.
5. Open the Fitbit app.
6. If your Fitbit device didn't sync, restart it one more time.
7. If your Fitbit device won't sync after the restart, log in to your Fitbit account on a different phone, tablet, or computer and try to sync.
8. If your Fitbit device still doesn’t sync, remove all other Fitbit devices from your account and from the list of connected Bluetooth devices on your mobile device and try to sync.

[HeydyF]

Hey @steveb944, it is great to see you around more often. Hmmm sounds odd how your wife's Versa is acting up. If after following the very complete troubleshooting that @NellyG posted above, the issue persists, let me know so I can continue assisting you. 

Keep me posted! 

[steveb944]

Hey @HeydyF, still pixelated.

I just finished the whole wiping, and set up. (It was a breeze once we got on WiFi back home).

I got excited when I finally booted up since it worked on Essential (yay!), but the pixelation is still there throughout all her screens (boo!).

It's almost like a rainbow effect.

I've directed my wife to try and reach out to customer service. I hope they can do something since we're still under warranty.

It's unfortunate this happened to her as I'm the one that convinced her on getting it as she fell in love with mine on release day.

The good thing is we have Best Buy warranty if anything as well.

[HeydyF]

Hey @steveb944, thanks for your reply! I appreciate you have taken the time to try the suggestions posted and also, for contacting our Support team. I hope that their resolution meets your expectations. For further information about your warranty, you can take a look at this link. 

Keep me updated! 

[urmoluts]

Try connect Versa with another phone and change screen face. If this does not work, then probably this screen is broken and should get some help from Fitbit (i hope this screen is not fall or sm).

[HeydyF]

Thanks for that tip my friend @urmoluts! I'm pretty sure this might  help other users to solve this issue. 

Have a nice day!                                                                                                                                                                             

[EAClub2018]

Hey,

I am sorry to hear that.

I am a Fitbit Versa user as well. 

According to @FerdinandFitbit, the Essential phone which your wife uses "is not a compatible device. Now in cases like this, they could work with Fitbit but it's not guaranteed to work all the time." 

I would recommend getting an iPhone (the newest model) or compatible Android phones (the newest model), as they support the Fitbit app. (But before then, clear your data from the Essential one... maybe?)

-AE

[urmoluts]

Most new android phones is not official Fitbit supported 😉 So i guess that right now there is compatible phone or not problem but problem is in fitbit versa.

[HeydyF]

Hey @EAClub2018, I hope you are doin' great! That is correct, there are some phones that haven't been officially released as compatible but they might work with the Fitbit Versa, or work periodically. And yes @urmoluts, there are some Android devices that still not on the compatible devices link. Our team still working on it. 🙂 

I will appreciate your time and patience. 

[steveb944]

I went through customer service and got a replacement via warranty.

[HeydyF]

Thanks for the update @EAClub2018! Sounds great that you'll get a replacement under warranty from our Support team. 

If you have further questions or comments, let me know!