Versa stopped working after a factory reset

[jcwillia1]

I factory reset my Fitbit Versa and it never came back.  It will not respond to any button or combination of buttons for any period of time up to four minutes.

It was working perfectly before the reset.

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there @jcwillia1, it's nice to see you around the Community Forums. Thanks for the details provided in your post about your Versa's screen behavior and for taking the time to troubleshoot it prior to posting here. 

While reading your post I was wondering if your watch vibrates when you connected it to the charger? If it doesn't, please try the steps below: 

• 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?

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 into 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. 

[jcwillia1]

re the charger it was about 70% full when i hit factory reset - it hasn't responded at all to anything since.

re the factory reset I did that for 10 seconds, 40 seconds, 4 minutes - the device never woke up.

[MarreFitbit]

Hi there @jcwillia1, thanks 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. 

We hope your issue is solved soon.