Versa screen went blank

[CharlieSouthAfr]

Hi everyone,

Two days ago my versa's screen just went blank and black when I placed it on the charger when my battery was low. The device is still recording my heart rate, steps, syncs with the app, receives notifications and the silent alarm I have on the device still goes off at the same time everyday, as expected - however I cannot see anything on the screen nor can I stop the alarm when it goes off.

I have attempted to reset the device by holding and pressing down the left + bottom right buttons together. The device vibrates and I can feel it restarting but the fitbit logo does not appear.

I am at a loss here, I have read countless posts on issues similar to mine but with no solution available. I purchased my versa last year 31st October, so I have it for just under a year but the device is still in good working condition, except for this screen issue. The screen is not cracked, scratched nor damaged in any way but for some reason it is blank.

I'd really appreciate some assistance and advise, thanks.

Moderator edit: updated subject for clarity

[KatieT111177]

same.  Mine is not even syncing though.  I have only had mine for two months!

[JuanJoFitbit]

@CharlieSouthAfr welcome to our Fitbit Community! Regarding the screen issue that your Fitbit Versa is experiencing, I appreciate the time spent trying the troubleshooting steps you mentioned before contacting our forums. I was able to get in touch with our Support team and was told that they will reply to your email soon in order to follow up and provide a solution.

@KatieT111177 thank you for joining us in this thread and our Fitbit Community! I'd like to follow up on the display and syncing issue that your Versa is experiencing.

Please restart your Versa as described in this help article. After this, try the steps listed in this help page in order to fix the syncing issue. Finally, monitor your watch for the next 24 hours and see if the issues get fixed.

I'll be around if any questions arise! 😀

[CharlieSouthAfr · Accepted solution]

The support team reached out and attempted to provide me with possible solutions such as updating the mobile app and changing the clock face of the tracker but unfortunately none of those suggestions worked out.

So the best solutions they offered is to send me a replacement tracker, luckily I'm still within the warranty period.

They couldn't figureoout the cause and the only solution in this instance is to replace your tracker if even after attempting all the troubleshooting methods suggested you still do not come right.

Thank you Juan. I will wait for support to reach out.

Moderator edit: merged reply

[JuanJoFitbit]

@CharlieSouthAfr I'm sorry for the late response. However, I'm so glad to hear that our Support team took care of your case and you will be back on track soon. Thank you for posting the update here.

As a side note, I'd like to invite you to visit our Discussions board where you can share your experiences, meet people and create new topics.

Hope to see you in our Fitbit Community more often! 😀

[Lptrak34]

I am having the same problem today. I did the update and no luck. I can view on my phone but not on my versa. Tried all the reset in the articles. So I guess next is to call... any new thoughts?

[CharlieSouthAfr]

Hi, the best option is to contact the support team and provide them with your details. If your device is still within warranty they'll send you a replace tracker.

I received mine this past Friday. It took 5 days to be shipped from Amsterdam to South Africa.

My old tracker is still not working even after I upgraded the firmware on it.

Hope this helps.

[Ascholes]

Hi, my fitbit screen is now also not working. I can see it on  but the screen is black. How do I contact customer service to look into it? I have tried all trouble shooting and charging it nothing has worked. Screen is not damaged either. The watch is less then a year old. 

[CharlieSouthAfr]

Hi, just contact them on https://contact.fitbit.com

They are really great and respond really quickly without any hassles.

[Natsilverton]

I’ve been having similar issues, the watch itself still tracks & syncs with my phone, it still vibrates with alarms & alerts but I can rarely see any of them as it refuses to display the majority of the time. It will hold a black screen, sometimes it will have a thin blue line to the top of the screen, sometimes it will show a circle of the centre of the screen while the remaining screen space stays black. It was bought brand new as a Christmas gift so has been in use since Christmas Day but it’s quite disheartening that it it’s been less than a year & has spent the majority of the last month as a black screen. 

[CharlieSouthAfr]

Mine started off having those issues with the display at first, intermittently displaying then going completely black up until it was the latter completely.

I think it's something that is related to the firmware of the device because I find it odd that all of us are experiencing these similar issues at essentially around the same period.

I'd recommend you contact the fitbit support team so they can provide you with a replacement like they did for me because from my experience I haven't had luck with repairing it or to get it to display anything.

[Reneeh83]

Mine has gone blank also. It still syncs with my phone etc and I’ve tried all recommendations to get it back on. It’s disappointing I’ve emailed support and no help there yet either? I desperately need my watch for work and exercise.