Versa won't respond to anything

[Mieke88]

Dear reader,

Since yesterday I have problems with my Fitbit Versa. From one moment to another it started shifting back and forth between different menu's on the screen. And vibrating while changing between the menu's. I didn't have any control of this. Although I tried the hard reset, it was not even responding to that. As it kept vibrating, I left the watch downstairs as I went to sleep. This morning the battery was drained. I tried to charge it. But it looks like it is not charging anymore. The green lights at the back don't show anything, even after hours in the charger today. (I changed the usb ports as well to check if there could be a problem there, even though I don't expect the problem there as I was able to charge it a couple of days ago without problems) Long story short, after the device was 'flipping' yesterday, the battery drained completely over night, and now I'm unable to get any live in it anymore.

Thank you for your time and help.

Moderator Edit: Clarified subject

[MarreFitbit]

Hello there @Mieke88, welcome to the Community Forums. Thanks for troubleshooting this situation prior to posting here.

Besides the steps you've done, 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 factory reset on your Versa (before doing so, make sure to remove your watch from your Fitbit account): 

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 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. 

Let me know how it goes. 

[Mieke88]

Hi Marre, thank you for your reply. Unfortunately nothing of this works. I did try the hard reset/factory reset already when the problems started and I still had battery, even then it didn't respond to that. But since my post there is not any sign from my fitbit at all because I guess the battery is complete drained. Cleaning the charger didn't change anything unfortunately. So I am not able to do anything with it. I guess until I am able to recharge again. As I explained, I guess the problem is not in the charger because I used it the day before without problems. I did change stations as well to double check. But it seems to me the problems started when the watch itself started to flip out. (Vibrating without reason, flipping through menu's without me doing anything or able to stop it).

I appreciate your help, are there any other options left? Or do I just need to accept that my Fitbit 'died' on me and that's it?

Have a nice day!

Kind regards,

Mieke

[Tammyk2]

Hi Marre,

I am also having the same problem as Mike88 and it started the same day with my versa flipping from screen to screen and vibrating when it flipped. Versa is now dead and will not respond to anything. I too tried switching chargers to no avail. Prior to this my versa was working and charging with no issues. Wondering what’s happening? How many others are having same problem. 

Any help would be greatly appreciated to get my versa fixed!

Thank you,

tammyk2

[MarreFitbit]

Hello there @Mieke88 and @Tammyk2, 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 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. 

We hope your issue is solved soon. 

[Mieke88]

Thank you both for your reply. Good to know that I am not alone in experiencing this issue. I will wait for the customer service to get in touch with me. Thank you for your help Marre.

Have a nice day!

[MarreFitbit]

@Mieke88 you're very welcome. 😉

Have a nice day!