Versa won't respond after a factory reset

[charlas]

Like I've seen many people complaining about, I've factory reset my Versa (switching users) and it went blank, and now wont turn on.

I've tried the three button reset, nothing no screen or logo, tried two button restart, snap nothing happening.

If I put it in the dock, and plug into the PC, then Windows detects the watch, and it then disconnects, then reconects then disconects... over and over.... so looks like it's in a boot loop.

Now I know it's not a new device, but doing something that's SUPPORTED and not against the warranty etc should not KILL a perfectly good and working device (or it was before factory resseting)

Fitbit, what do I do now, I'm assuming the firmware has become corrupt, and there seems no way of forcing a firmware reload from the PC software at all? Surely there must be some recovery software to reload the firmware?

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there @charlas, welcome to the Community Forums. I'm sorry to hear about your Versa's recent behavior. We acknowledge the limitation we have on our part particularly on what you have experienced. We‘re taking into consideration your comments and sentiments with regards to our products and services.

Please note that our main purpose is to avoid negative experiences to our customers, we're always willing to help and provide troubleshooting steps. Then, if the tracker is deemed defective we review eligibility using the one year warranty option.

Our products are indeed designed and made to last (this goes for each product component) however, there is not an infallible way to ensure that no issues will be present in the long run. Because of this, our Warranty Policy is set into providing as much coverage as we can.

Regarding the issue you're experiencing after the factory reset, I was wondering if you felt any kind of vibration when performing either the restart or factory reset? If you didn'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 manual factory reset with the steps below: 

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.

You can follow the steps to set up the device after that: How do I set up my Fitbit device?

Take into consideration that a factory reset deletes any stored data, which includes all data that hasn't synced to your Fitbit account, your applications, alarms, etc. 

I'm looking forward to your response, keep me posted. 

[charlas]

Tried all those options, three button reset like I mentioned initially does nothing, left plus bottom does nothing, no lights on the rear, and no vibrations even when in the charger. 

I've got a case open for it now as the device is most definitely boot looping as I can see the USB device code announce, then a port reset every se ond if plugging into a pc and sniffing the USB bus.

Moderator Edit: Personal info removed

[MarreFitbit]

Hi there @charlas, thanks for getting back and for the details shared. As you mentioned, I've seen you got a ticket open with our Support Team who will work with you on this situation. Please keep an eye on your email inbox for further instructions.

We hope your issue is solved soon. 

[charlas]

Likewise, as its a pitty, device isn't that old, seems strange to be bootlooping just from a factory reset

[ThomasD25]

I'm having the same issue.  Did you ever get this issue resolved?

[Concensio]

Same issue with me also. Very frustrating. 

[ThomasD25]

Hello @MarreFitbit. I'm having the same issue.  Did this issue resolved?

[MarreFitbit · Accepted solution]

Hi there, @ThomasD25 @Concensio. Welcome on board. I'm sorry to hear you both are also having the same issue. I understand how you must be feeling. 

Please make sure to follow the recommendations I've provided in this post. For Versa 2, follow the steps below to perform the factory reset:

1. Hold the back button for about 8 seconds. 
2. When the Fitbit logo disappears:
   1. Release the button briefly (for less than 2 seconds). 
   2. Hold the button again until you feel a second, longer vibration, which indicates you initiated the factory reset. 

Hope that helps.