Versa stuck on Source screen

[NaomiParker]

Hi there. I have been having problems with my Versa for the last 3 weeks. I thought I had solved it- by following advice on here, but now my Versa is stuck on the 'Source screen' and none of the buttons work so I can't do a factory reset or get it back to the time screen.

What should I do next?

thanks for helping me. Naomi 

Moderator Edit: Clarified subject

[RicardoFitbit]

Hi @NaomiParker, welcome to the Community Forums!

Thanks for bringing this to our attention and for trying some troubleshooting steps before posting over here. To further investigate and better assist you, can you please send me a picture of what your Versa is currently displaying? 

I'll be waiting for your reply. Let me know if you have any additional questions. 

[NaomiParker]

Thanks for your reply. Here is a picture of the screen my Fitbit is stuck on. 

 

[RicardoFitbit]

Thanks for your update and the picture that was attached @NaomiParker.

This is definitely not a common situation, it's the first time I see this source screen issue. What I'd suggest to fix this is our factory reset procedure. Please follow the next steps and let me know if the issue persists:

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. 

Just keep in mind 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. 

Please keep me posted. 

[NaomiParker]

Thank you for your help so far.

I have tried to reset my fitbit but the only button that works is the bottom right, so I can't reset it.

Any other ideas? Many thanks.

Thank you for your help. Unfortunately this hasn’t worked as the only button that now works is the bottom right and that can’t activate the Fitbit restart. 
Do you have any other ideas for me? 
many thanks for your continued help. 
naomi 

Moderator edit: merged reply

[RicardoFitbit · Accepted solution]

You're welcome @NaomiParker, sorry for the delay in responding your post. It's a pleasure to continue assisting you.

I appreciate your effort troubleshooting your Versa with the steps that were shared on my previous post. Because the issue wasn't solved, 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.

In the meantime they contact you, let me know if you have any additional questions.

[LindaLouTX]

Hi - my versa is also stuck on the “source” screen - has been stuck for days and nothing I do gets it off that page.  I did try the inx given for same problem to hold all 3 buttons for 10-12 seconds but nothing happened and still stuck.  Help! I can’t track my exercise or see the time, etc.  

[Suki10]

I am having the same problem ever since I updated my Versa can't get clock or get it to do anything...

[NaomiParker]

Sorry to hear that- it is annoying isnt it.

In the end nothing worked, so I kept onto Fitbit support and they put me in touch with customer support.

I also put the face into rice for 7 days to see if that would help.

I hope that helps.
Kind Regards,

Naomi 

Moderator Edit: Personal info removed

[Suki10]

Hi,
As a last resort I used a pin and put into small hole on back of watch and
rebooted it that way. It is now working fine.Figured had nothing to lose.
Thsnk you for your input.

[Mookie1374]

I am also having the same issue with my versa 2 being stuck on the source screen. 

[Suki10]

Hi
There is a reset button underneath.Use a thin paperclip to reset. I
contacted the company with not much luck.They stated since I was past the
warranty there was nothing they could do. I do find now that I do have to
put on the charger every day\ as seems to only hold charge for a little
more than 24 hrs. But the reset worked and was never offered as a possible
solution. Hopefully it works for you. Good luck ,stay safe.

Suki10

[Chelsea1408]

Hi, 

Thanks for this post. I updated my Versa 2 on Tuesday evening and it's been downhill from there on, with my Versa 2. Can you advise where on the back I can reset? 

I'm out of my warranty too. I had to get my Versa 2 replaced in June as my previous one 'died. Literally stopped working. Not having much luck. 

[Suki10]

Hi,
It isn't an update, it is a complete reset.There is a very small hole on
the back of the watch close to the charging bars.It is very small so would
need a regular size paper clip or needle to put into hole.Push in hole and
hold approx. 10 seconds. It will reset.You can also Google how to reset
Fitbit Versa 2.Should be pictures.It qill also state not to do it,but I
figured I had nothing to lose at that point..Again it fixed my issue.
Good luck
Suki10

[Davew369]

I am also stuck on the Source screen. Nothing that has been suggested has had any effect. Disappointed!!

[Davew369]

Where is the reset button? I've tried everything else without success

[Suki10]

Hi,
Did you do a hard reset.There is a small hole on the back right edge near
the charging sensors that you can use a small paper clip or pin to push
into it . When I was looking stuff up it said not to but figured I had
nothing to lose at that point. Company also said they had nothing other
than purchasing a new one. Although I do realize I will eventually need to
purchase new(nothing lasts forever) but wasn't ready yet to spend money.Oh
BTW it is still functioning fine.
Let me know please if you have success.
Suki

[Suki10]

On the back top right edge near charging sensors.....

[Suki10]

Hi,

Do a hard reset by putting paperclip in hole on back right edge.This will reboot worked for mine.

[Davew369]

I have tried the reset by sliding a pin into the recommended hole and holding for at least 10 seconds - 4-5 times - no reboot. Still stuck on the "Source" screen. Discouraging!!