Versa turns off by itself during exercises

[mhwollert]

My Fitbit Versa keeps locking up (going blank and not recording data) while I am in the middle of my 5K runs.  It seems worse if the Versa is not charged 100%.  It was not doing this until recently.  I can't restart it until I get back home and have quit exercising.  How can I prevent this?

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there @mhwollert, welcome to the Community Forums. I'm sorry to hear that your Versa is shutting down by itself during your exercises. Thanks for the details provided in your post, I'll be glad to help you with this. 

While reading your post I was wondering if this happens only with a specific exercise? Since when you started noticing this odd behavior? Are you using the shortcuts on your Versa or SmartTrack? When this happens is the screen completely unresponsive or you can still go through the screens on your watch?

Please let me know if you've restarted your watch as suggested here: How do I restart my Fitbit device? 

If you remember the exact amount of steps or the name of the activity you performed, you can try manually logging the activity. To get more information about this, check the article: How do I add, edit, or delete Fitbit data and activities? 

[mhwollert]

This happens when I do the "Run" exercise.  I know how to edit my activity and go back in and manually fix it later, and I've been having to do that a lot.  I am playing music from the Fitbit and running the "Run" exercise app when this happens.  I don't believe I'm using any shortcuts.  It started doing it since the last software upgrade, perhaps a month or two ago.  The screen is completely unresponsive when this happens, and the music I am listening to abruptly stops.  I do the left button and right bottom button restart when I get back home, and the restart is what makes the Versa become responsive again.  I have tried restarting while on the run, and that has never worked.

[MarreFitbit]

Hi there @mhwollert, thanks for getting back and 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 soon 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. If you have any questions, don't hesitate to let me know. 🙂