Versa screen went blank

[67Kate]

My Fitbit Versa which was purchased in December 2019 is no longer displaying data.  The green light is on in the back and it is still tracking and syncing with the app, but I am unable to get the display to work at all.  I have tried rebooting by holding and the left and bottom right button many times.  I have also tried holding all 3 buttons for greater than 12 seconds as some posts have recommended.  Have done this many times as well.  The fitbit logo does not display and the watch face remains blank.

Please advise.

Thanks.

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there @67Kate, welcome to the Community Forums. Thanks for the details shared in your post about your Versa's recent behavior. I appreciate you've already taken the time to troubleshoot your watch's screen prior to posting here, I'll be glad to continue assisting you.

In order for me to better assist you with this, please let me know if you've tried the suggestions below: 

1. Since your watch is still syncing, please 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. Please confirm if you've restarted your device by following the steps from this help article: How do I restart my Fitbit device?

If the suggestions don't work and your watch doesn't vibrate when you connect it to the charger, it may not be having a good connection with it so your watch may haven't had the chance to get fully charged. Therefore, it won't turn on. So, please try these recommendations: 

• Clean the charging contacts on the back of your device and the pins on your charging cable using the instructions in How do I clean my Fitbit device?
• If the error "insufficient power source" appears on your device's screen, remove other devices plugged in to your power source, or plug your device in to another source.
• Try a different USB port or a UL-certified wall charger.
• Check the alignment and try reconnecting your device to the charging cable. For more information, see How do I charge my Fitbit device?
• Restart your Fitbit once again. For more information, see How do I restart my Fitbit device?

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

[67Kate]

Thank you for the prompt reply.

I have changed the clock face and then synced. The screen remains blank.
I turned off and restarted my versa per the instructions provided. The
screen remains blank.
I cleaned the back of the versa and cleaned the charging prongs and then
charged the watch. As per the fitbit app, the watch charged to 100%
without complication.

I am not sure what step to take next.

Thanks

[MarreFitbit]

Hi there @67Kate, thanks for getting back and for the update. I appreciate you had followed the tips and recommendations provided above. Since this sounds a bit more serious, 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. Note that we may take a bit long to get back to you since due to recent events affecting our operations, support options are limited and wait times are longer than usual. If you have any questions, don't hesitate to let me know. 😉