Versa screen went blank

[samleung009]

My Versa after hard reset ,became dark screen, no any reaction

Even charging battery, no any messages

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there @samleung009, welcome to the Community Forums. Thanks for the details provided about your Versa's recent behavior and for letting me know that you've already tried charging it. 

In order for me to better assist you with this, please confirm that you've followed 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. Please confirm if you've restarted your watch by following the steps from this help article: How do I restart my Fitbit device?

If the suggestions above don't work and your watch doesn't vibrate when you connect it to the charger, 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. 

[MireilleRo]

Hi there!

Thanks for the steps.  I've tried all of them - charged, changed clock face, press and hold to restart and my fitbit still doesn't respond.  It is syncing with my phone and still counting steps but I can't see the time or any info on the screen, as it is black.

Any other suggestions?

I need to add that this is a replacement Versa Lite - received wayyy less than a year ago.  My original Versa Lite died from going swimming with it - which I should have been able to do, no problem.

Thanks

[MarreFitbit]

Hi there @MireilleRo, welcome on board. I'm sorry to hear that your Versa Lite's screen is still unresponsive and that your old Versa Lite also had issues after swimming. 

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 soon.