Versa screen went blank

[Photoprincess26]

My versa screen stopped working on Friday. I thought it was just dead so I put it on the charger. The screen however is still not working, but it's still syncing data to my phone and my phone says that its charged and it still vibrates with messages and whatever. The screen is just always solid black I tried changing it again and when I put it on the charger the screen had black and gray lines across it. I tried holding the button to rest it but it didn't do anything.

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there @Photoprincess26, welcome to the Community Forums. Thanks for the details provided in your post about your Versa's screen behavior. I appreciate you've taken the time to try fixing your watch prior to posting here.

Since none of the steps you tried have worked, I've created a case to get you in contact with our Support Team about this. They will be able to work with you and review your options. Please keep a lookout in your inbox to the email address associated with this Fitbit account. Someone will be in contact with you as soon as possible since our support options are limited and wait times are longer than usual.

I'll be around if you have any questions present.

[ChristineGrimst]

Hi,

I have that problem as well. I have tried to start it over and charge it. But I can sync it and I can see in my phone that it is fully charged. It worked just fine yesterday Morning but in the afternoon the screen was blanc. 😕

[RUNN1NGC4YOT3]

I am also having the same issue, mine started after it asked me to update it a couple of weeks ago. At first, it seemed fine and a couple of days after updating as I flicked my wrist to check the time the screen went blank although it seems to be still tracking activities.

The battery also seems to be dying pretty quickly as since the screen went blank it hasn't lasted up to 2 days per charge, which I find weird as I would imagine the screen is the biggest power draw on the device but it being blank doesn't seem to help the battery. I have tried to call Fitbit on the UK number 02088653243 without success.

As the screen is blank there is no visible indicator of what the battery level is so it can be topped up to carry on collecting needed activity data. This is doubly annoying as I use it to collect sleep information and some nights I have gone to be thinking my sleep data would be recorded waking up to find out it hasn't.

Is there a way to downgrade the firmware within the versa as it worked fine prior to the new update being installed.

[OmarThomas]

Hi, I have a Fitbit versa. The screen went blank all of a sudden. I see from my app that it's connected. It's syncing fine and everything, but I can't access the features from the watch itself. I have tried holding down all three buttons to reset, but that didn't help.

[MarreFitbit]

Hi there @ChristineGrimst, @RUNN1NGC4YOT3, and @OmarThomas, welcome on board. I'm sorry to hear that your Versa smartwatches' screen went blank. I appreciate the details provided in your posts and your efforts in trying to fix the screens, I'm here to help you. 

As per the description of your posts, it seems that your watches are still syncing so, please try to change the clock face to a different one to see if this brings back the display. Don't worry if you cannot see anything on the display by now, this process is done through the Fitbit app.

Once the screen is back, I'll be addressing the other concerns.

Please keep me posted on the outcome. 

[OmarThomas]

Hi, I changed the watch face from the app; however, the display on the
watch has not returned. Please advise.
--


Regards,
Omar

[MarreFitbit]

Hi there @OmarThomas, thanks for confirming that you've tried the steps suggested. I created a case for you and someone will respond as soon as possible. Due to recent events affecting our operations, we may need more than 7 business days to respond.

I'll be around if you have any questions present.

[ChristineGrimst]

Hi! Thanks for your quick reply!

I have tried to switch to a new clock face, but it only says I can’t since I’m not connected. But when I check the connection it says that I am. So What can I do then?

[SunsetRunner]

It’s pretty sad to see the first 2-3 pages of this forum occupied with So many of the same symptoms. I see that the Fitbit team is trying to help diagnose and fix, and cases can have differences and might be in different phases of messed up. But, seriously, if someone at Google/Fitbit isn’t seeing that something has changed recently for the worse, it’s pretty sad. My guess is the firmware update I got recently, but who knows. My screen went blank Friday. I performed all the remedies noted in the 50+ posts. I contacted support via chat on Saturday morning. No remedies for me. My watch becomes very warm/hot to the touch after being on the charger. I could also sync, but decided to try one last time to remove my watch and reset it from scratch, after trying to change the clock face. Since I can’t input the Bluetooth code, I can’t do that either.

I suspect the battery and screen are fried, and beyond recall. 

As many others noted, if your warranty is out (mine is 18 months past purchase), you will ONLY get a 25% off discount for a new device and ONLY from Fitbit’s website. A pretty sad resolution. 

It would be helpful if someone stepped in and at least acknowledged that the data set of complaints means there’s something larger going on - but I suspect - much like my Google phone, the lawyers are probably involved now. 

[MarreFitbit]

Hi there @ChristineGrimst, thanks for getting back and for the details added. Please try restarting your Versa as follows: How do I restart my Fitbit device?. Let me know how it goes! 

Hello @SunsetRunner, thanks for stopping by. We acknowledge the limitation we have on our part particularly on what you have experienced. We‘re taking into consideration your comments and sentiments with regards to our products and services.

On the other hand, I understand that the outcome of your case with our Support Team is not fulfilling your expectations, but keep in mind that every case is completely different from the other's, thanks for taking the time to share your experiences and feedback. For more information about the outcome of your case, please get in touch with our them again and also, you can check our warranty policies here for a better understanding of the information that they provided to you.

I'll be around.

[Eking1023]

I am having this same exact problem and I’ve tried all of these things as well to get the screen working again. One minute it was working just fine the next minute it was black and nothing I do is working to fix it. 

[ChristineGrimst]

Hi again.

I have already tried that, but did one more try. But no, it doesn’t work. During that time I’ve go a phonecall and my clock vibrated as normal when the phone rang. So it is for sure connected...

I haven’t had this problems before, until I made the last upgrade...and since there is more users than me that have these problems something must have happened with the upgrade.

[flowerdealer]

Welcome everyone to Fitbit's business model of pushing and update that breaks your device so that you have to buy a new one. Read the hundreds of posts here, this is no accident.

[nabettie]

My Fitbit versa also went blank on Friday. I reached out to customer service and after a few minutes of trouble shooting to no avail they offered me a 25% discount for a new model only to be purchased at fitbit.com.

I have to say I'm very disappointed that Fitbit does not stand behind their products. I've had this watch for a little over a year and I've loved it - it's never had an issue until now. I wasn't aware of any updates but if this is the cause of my watch going on the fritz then Fitbit needs to take some accountability.

With this being such a common issue it's only right that Fitbit step up and acknowledge the "glitch' and make it right for their customers.

This situation doesn't give me much faith and confidence in the product knowing that if I buy another watch and this could potentially happen again and conveniently after my warranty expires.

Why would anyone subject themselves to this?!

It is really disheartening especially for those (like me) that rely on their watch to fulfill their daily fitness goals.

It sad but I think I'll be searching for another product that has a longer shelf life.

[rajiguna]

I'm also having the same issue. First I had blaz and it never syn with my phone. Then upgraded to Versa and within a year and a few months in use, my screen went blank. What is the response you all getting with this issue? 

[MarreFitbit]

Hi there @flowerdealer and @nabettie. We acknowledge the limitation we have on our part particularly on what you have experienced. We‘re taking into consideration your comments and sentiments with regards to our products and services.

On the other hand, I understand that the outcome of your cases with our Support Team are not fulfilling your expectations, but keep in mind that every case is completely different from the other's, thanks for taking the time to share your experiences and feedback. For more information about the outcome of your cases, please get in touch with our them again and also, you can check our warranty policies here for a better understanding of the information that they provided to you.

Hi @ChristineGrimst and @Eking1023, thanks for confirming that you've tried the steps I recommended. I've created a case for you and someone will respond as soon as possible. Due to recent events affecting our operations, we may need more than 7 business days to respond.

Hello @rajiguna, welcome to the Community Forums. If your Versa's screen went blank, I'd suggest trying the following steps:

1. Switch to a Fitbit clock face if you're using a third party clock face: How do I change the clock face on my Fitbit device? 
2. Please confirm if you've restarted your device by following the steps from this help article: How do I restart my Fitbit device?

3. Try to change the Screen Wake setting to manual, you can find the steps to do it in this help article: How do I see the time on my Fitbit device?

I'll be around if there's any questions present. 

[rajiguna]

@MarreFitbit I did the clock face (only using what is supported by Fitbit) ;  beside that I can't even shut down my watch because the screen is completely black out. 

[MarreFitbit]

Hi there @rajiguna, thanks for letting me know the outcome. I've created a support case on your behalf - you should receive an email from Customer Support at the email you used to register with the Community forums. If you have any questions, don't hesitate to let me know.

[rajiguna]

@MarreFitbit  Thank you for creating customer support. I did get the ticket number. Hopefully, this get solved for everyone.