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Versa stuck on Fitbit logo

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‎08-04-2020 01:01 - last edited on ‎08-04-2020 20:55 by Fitbit Moderator

‎08-04-2020 01:01 - last edited on ‎08-04-2020 20:55 by Fitbit Moderator

My Dad's versa stuck at logo screen. Not able to restart or reset the device. Not able to reconnect from the app.

 

Moderator Edit: Clarified subject

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4 REPLIES 4

‎08-04-2020 20:53

‎08-04-2020 20:53

Hi @VKSharma, welcome to the Community Forums!

 

Thanks for bringing this to our attention and for trying our restart process before posting over here. Since restarting your device isn't fixing the issue, I recommend you to follow the next steps to perform a factory reset on your Versa:

 

  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 in 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. 

 

Let me know if further assistance is needed and if you have any additional questions.

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‎08-05-2020 10:04

In response to RicardoFitbit

‎08-05-2020 10:04

Already did that. Nothing seems to work. Still stuck at the logo screen.
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‎08-05-2020 10:33

In response to VKSharma

‎08-05-2020 10:33

I'm having the same issue. It tells me to download the app (which I already had) then it check Mark's like it's connected then goes back to download the app screen

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‎08-05-2020 20:43

In response to Denamarie1315

‎08-05-2020 20:43

Welcome aboard @Denamarie1315.

 

@Denamarie1315 Thanks for your post. To further investigate and better assist you, can you please send me a picture of what your Versa is currently displaying? It seems that your issue is different than the one experienced by @VKSharma because your device is showing a message instead of only the Fitbit logo. I'll be waiting for your reply.

 

@VKSharma Your update is appreciated, thanks for trying the steps that were shared on my previous post. Because you're still experiencing difficulties with your Versa, let me share with you that our Customer Support team was contacted on your behalf to provide you further assistance with the difficulties you're currently experiencing. Please keep an eye on your email inbox because they'll be in touch with you pretty soon.

 

I'll be here if further assistance is needed.

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