Versa stopped working, screen blacked out

[Terry2323]

My screen blacked out

Versa stopped working Screen blacked out

Moderator edit: format

[DavideFitbit · Accepted solution]

Hi @Terry2323, it's good to see  you around in the Community forums, welcome. 

Thank you for sharing all this information about the difficulties you've experienced with your Versa's display that has blacked out. 

Before considering other options, could you please confirm if you already tried the restart procedure as described in this article?  This has been useful to other users who have experienced something similar with the display. 

Please keep me posted on the outcome.  

[JadeZora]

I've been having the same problem, and suddenly my battery is dying within four or five hours (!!!!) rather than three or four days. I use my Versa mainly for alarms, steps, notifications, and heart rate monitoring. I do not use any of the other fancy options. And I'm a minimalist, so I have the most minimal and dim clock face available. In other words, there's no reason my battery should suddenly be dying like this. I've restarted it a few times. I've also shut it down. Yet it's still dying within a matter of hours. The screen seems to lag, too, when I try to swipe up or down, and it's not always registering when I've tapped an on-screen button (say, to select the "Settings" app). Do you have any additional advice? This is baffling.

[Terry2323]

Yes I reset it from factory settings and from the article.

[Knecht11]

My sons has stopped working. We have tried the solutions/ troubleshooting but will not turn on. It was on the charger last night, so we know it’s charged.

[JadeZora]

I restored it to factory settings and then unpaired it and got it all set up again. My phone app thought it was working, but then the Versa screen was flashing with green and black vertical lines, and now it's gone completely black and the phone can't detect the device. I think it's completely dead, so I need to contact customer support. Here's a pic of the green/black screen I had for a moment before it went completely to black.

[DavideFitbit]

Hi @Terry2323 and welcome to the forums @JadeZora, thank you for all the details that you've provided. I've sent your information to the Customer Support team for further assistance with this, but was informed that you already have a case created or that you already got in touch with them. I hope everything goes well. 

@Knecht11, thank you for confirming that you already tried the suggested steps. I've gone ahead and sent your information to the Customer Support team for further assistance, so you should be getting a reply soon. 

Keep me posted.

[JadeZora]

Thank you, @DavideFitbit! After the Fitbit completely died (no flashing green lights behind the tracker), I contacted Customer Support. Thankfully, they were very kind and helpful. After asking about the steps I took to troubleshoot on my own, they checked to see if the tracker was still under warranty. Because it is, I should have a new Versa tracker in the mail on Friday, with no charge to me. I've gone a week without it, and that has been the only drawback, since I use the alarms to wake up, take medication midday, etc.---and the step count and sleep assessment are invaluable. My only concern at this point is that they're sending just the tracker itself, so I'm retaining my original bands and charger. If it's the charger that fried the tracker, though, then I'll end up with the same problem. So we'll have to see. Hopefully, the problem was just the tracker itself, and soon I'll be back up and running. Thank you again for forwarding this on to Customer Support, following up here, and welcoming me to the forums! I appreciate that sincerely and will provide an update once the tracker arrives. 🙂

[anjanja617]

The same thing happened to mine. I had it on the charger last night (it was around 30%) and this morning the screen was dark. I thought it had no power until it got dark then I could see it was "on" but the screen was black. I tried to reset and it turned off, but now won't turn on again.

What gives?

[JadeZora]

@anjanja617 If you place it back on the charger, are you able to revive the screen at all? If so, do you see an empty, red battery indicator---or perhaps green and black vertical lines across the display? Mine started dropping its charge within a matter of hours rather than days, so I'd get the red battery indicator every once in a while, but usually it'd go straight to black without warning; then, after a few days, I tried multiple shutdowns and restarts and even a full factory reset, and that's when it went to the green and black lines and then just completely died. The rep asked me to remove the Versa from the charger and indicate whether or not the green flashing lights were visible. They were not, and because it was under warranty they are sending me a new one. No idea WHY this happened, and especially so suddenly. It's not like it was progressively showing age or anything. That's my experience so far, though. I hope yours is something silly, like maybe not aligning the charger correctly so that that the points of contact are connected. (Not that I ever did that before . . . lol.) Good luck!!

[DavideFitbit]

Thank you for your reply @JadeZora, and all the feedback provided. Keep us posted on how the replacement device is performing, or if you experience any inconvenience again.  

Thank you also for confirming that you already tried to restart your watch @anjanja617. I've gone ahead and sent your information to the Customer Support team for further assistance, so you should be getting a reply soon.

Keep me posted on the outcome, and let me know if you have further questions.  

[Chrispie83]

I had my original Versa for only 3 or 4 months before it died, then I received a replacement which died within a a few months time as well. I then got my second replacement which just went black a week ago! The screen went black but according to the app it still is on and counting steps it even vibrates when I get texts messages.... at this point I’m done with the Fitbit brand... this is my 3rd product (Flex,Blaze and Versa owner) and they all have had an incredibly short lifespan. I can honestly say I have given the brand multiple attempts to get it right... I AM COMPLETELY DONE with FITBIT!!!!

[JadeZora]

So far, so good. I think I was sent a refurbished Versa. I suspect this is the case because there was some wear on the top of the tracker and I had some difficulty starting the device---it kept saying that the old information on the tracker hadn't been removed properly. However, I was able to resolve that after a little bit of troubleshooting. The replacement Versa seems to be operating correctly so far. Thanks for checking in!

[Polyanna15]

I wasn't able to restore factory settings as screen blank all the time even after being on the charger for yonks!  So disappointed

[BVR47]

My month-old Versa stopped working suddenly a couple of days ago.  As far as I know, the battery was charged, although it is not always easy to find out the state of the battery.  The only form of life I can elicit, is when I connect the Versa to my Apple Macbook Pro, it briefly shows 0% charged, eve 

[Polyanna15]

There are quite a lot of Versa owners with the same problem looking on the website.  I bought my Versa in January, I popped into the shop where it was purchased and they said they could replace it with a Versa lite as they no longer have the Versa....so I'm not sure what to do.  The lite doesn't record stairs/swim laps/Fitbit coach/music/weather...and no NFC (payment)....so I'm not a happy bunny.

[BVR47]

... just finishing my post!  The Versa died in the middle of the day, when I was pretty sure it still had a couple of days charge still left.  I have be diligent about keeping the contact points clean, as possibly I had allowed the back to get dirty on my first Versa, which died after 5 months.  This first one was replaced a month or so ago and the new one has been great, I have really enjoyed it.  Then suddenly out of the blue, it went blank.  There is nothing I can do to revive it, even though I have been through all the suggested revival techniques.

[Polyanna15]

Hem, I too had my Versa replaced by Fitbit in about March  (nothing was working properly)...so I couldn't believe it when my watch face went black....like you, I have tried everything, hence my visit to the shop where I purchased it, I didn't think Fitbit would replace it again even though it is only 6 months+ old.  I love it too when it works.  I hope you get yours sorted.

[SunriseRun422]

Good luck.  FitBit is very helpful while under warranty but once that ends and the unit continues to have the same issues over and over again, too bad so sad will be their response. 

[BVR47]

Thanks Polyanna.  Very frustrating!   I'll go back to the place I bought it, one more time, before I give up!   Best wishes.