Versa screen went black but still vibrates

[Enelrad]

My Versa is 2 years old and suddenly stopped displaying. I have tried everything I can find. On my phone app it shows a green full battery charge. When I try to turn it on holding the buttons as suggested it buzzes and a vaguely dark gray square emerges which then disappears. Please help.

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there @Enelrad, welcome to the Community Forums. Thanks for the details shared in your post about your Versa's screen behavior. I appreciate you've taken the time to troubleshoot your watch prior to posting here, I'll be glad to continue assisting you. 

In order for me to better assist you with this, please confirm if you've tried the steps below:

1. Check in the Fitbit app if your Versa is still syncing, if so, try changing the clock face to a different one by following these steps: How do I change the clock face on my Fitbit device?. The steps are done through the Fitbit app, do not worry if you cannot see anything on the screen for this process. 
2. You've restarted your watch by following the steps from this help article: How do I restart my Fitbit device?

If the above steps don't work, at this point I recommend doing a factory reset (before doing so, make sure to remove your watch from your Fitbit account): 

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. 

I'm looking forward to your response, keep me posted. 

[MiPhilli]

Hello @MarreFitbit,

I purchased my Fitbit Versa on May 2, 2018 and experienced the same problem described by @Enelrad on May 1, 2020.  My device will still charge, sync, and track my activities, but the display is not functioning (black screen).  Since it stopped working, I have tried all of the fix options in the community posts, including changing the clock face, shutting down and restarting, ensuring the battery is fully charged, etc., and finally, the factory reset you've suggested.  I was so pleased with my Versa up until May 1, 2020 and can't tell you how much I miss it.  Can you please help?!?!?!?!

Thanks in advance!

[MarreFitbit]

Hi there @MiPhilli, welcome on board. I understand how badly you're missing your watch. Thanks for the details shared in your post and for following the suggestions I posted above to fix your Versa's blank screen.

At this moment, the limits of what we can do for you here on the public community forums for the issue you're experiencing have been reached, so I've contacted our Support Team on your behalf to look into this issue further and provide you with some options. Please keep an eye on your email inbox for further instructions. Note that due to recent events affecting our operations, support options are limited and wait times are longer than usual.

We hope your issue is solved. 

[MiPhilli]

Thanks for your response @MarreFitbit.

Now that I've removed my Versa from my Fitbit account, I can't add it back
again without a functioning screen (can't see the numbers that I'm supposed
to enter to add it back to my account). Ugh.

Thank you for submitting a request for support on my behalf.

Hoping to get back on track soon ... 😕

Thanks for your response @MarreFitbit.

Since removing my Versa from my Fitbit account prior to the factory reset, as per your instructions, I'm not able to add it back again without a functioning display (can't see the numbers that I'm supposed to enter into the app).  Ugh.

Thank you for submitting a request for support on my behalf.  

Hoping to get back on track soon ... 

I miss my Versa 

m

Moderator edit: merged reply

[MarreFitbit]

Hey @MiPhilli, you're very welcome. It was my pleasure. I totally understand where you're coming from. You're in good hands now, stay tuned to your inbox! 

I'll be around, keep me posted if you need anything else.

[Rixy]

My fit bit doesn’t do anything after these steps have tried multiple times 

[Marion_1985]

Hi @MarreFitbit, 

I'm having the same problem. I got my Fitbit Versa in August 2018 and haven't had any major issues with it so far. 

Now last week Tuesday the touch screen did not work or react properly. So I charged it because the battery was low and I thought that was the reason but then since Wednesday it's not working at all. At first, it vibrated from time to time. It was fully charged and still synching. But now I think the battery is dead so it's not connecting anymore with the app. I try to charge it again but when I did the only thing I noticed was a lit, grey screen but nothing else. I already searched the community entries and tried all the recommended resets and updates. But it still not working.

I really miss my watch.... 🙂 Even though it doen't work, I'm still wearing it... Lol....

Would be great to get some help here!

Many thanks in advance... 

[EditaK]

Same here. I purchased my Versa 2 Limited Edition in August 2018... But the other night it just vibrated for a second and switched off. I thought its my battery, but it's not a case. My App syncing and showing 100% but display is either black or dark grey.

I can still feel alarm, but no visuals at all. 

Would like to get solution, as I cannot have my watch on as decoration.... 

[chloeoat]

Having the exact same issue! Purchased April 2019, noticed randomly it would freeze or turn off for the last week or so. Put it onto charge for a couple of hours before bed last night & it’s just gone black. The green lights at the back flash & it vibrates when I try to reset but the screen always remains black! Tried to reset, update software, change the clock face...everything & to no avail! Feel lost without it! Help!! 🙁

[MiPhilli]

Hi!

Hope you have better luck than I did. I was told my warranty had expired
and was offered 30% off a new Versa 2.

Why on earth would I buy another Versa knowing that the issue hasn't been
resoved? Fitbit has lost a fan in me.

On a happier note, I recently purchased a Samsung Galaxy Active 2 that I
love!

Wishing you better luck than I had with Fitbit. I was told that my
warranty had expired and was offered 30% off a new Versa 2.

Why on earth would I want to buy another Versa when this known issue hasn't
been resolved? Fitbit has lost a fan in me.

On a happier note, I recently purchased a Samsung Galaxy Active 2 that I
love!

Moderator edit: merged reply

[chloeoat]

Hi @MiPhilli 

ah that is disappointing, especially when I have researched there seems to be such a evident flaw with their product at around the 2 year purchase! You’d have thought they would have been actively trying to fix this!

Thank you for your response though, I won’t expect great things from the response from Fitbit then!

[MiPhilli]

Wish I had better news to share.
I was so very disappointed as I really loved my Versa. I trust that
Fitbit will address this defect in a future Versa release. I cant see
myself purchasing another. I'll keep my fingers crossed for a better
outcome for you!

[Hg1923]

Same issue with my versa which is less than a month old. Tried everything but still no screen but looks like it’s syncing. 

[MarreFitbit]

Hi everyone - I appreciate you had followed the tips and recommendations provided here. I understand how you must be feeling. 

At this moment, I’ve reached the limits of what I can do for you here on the public community forums. The best way to get help for this problem is to chat with us online or give us a call. Click here to get connected.

We hope your issue is solved soon. 

[MiPhilli]

Because your Versa is still under warranty, I suspect you'll be offered a
repair or replacement. I personally have no confidence in a replacement
given that this issue appears common in the Versa.

My Versa started acting up just under the two year mark. Warranty had
expired so I was out of luck. I was offered 30% off of another Versa 2,
but declined given my lack of confidence in the product.

Best of luck to you!

[MiPhilli]

Thanks so much on behalf of all of us for trying!

This appears to be a common issue with the Versa. Based on my experience,
you may be offered a repair or replacement if your one-year warranty is
still valid. Mine was not and I was offered 30% off a new Fitbit product.
The offer excluded the Versa 3. Having lost confidence in the product, I
declined the offer.

Sadly I am not longer a Fitbit supporter.

I wish you all better luck than I had.

[Niho]

Hi, im so scared to do de factory reset?? They help you out?

[Askippper]

This is happening to me today! :,(

[Niho]

Ohh no!!!