Versa won't respond to anything

[DaniK4194]

I have tried every single restart method, factory restart, restarting my phone, disconnecting Bluetooth, etc. No matter what I do the logo never appears on the screen it just stays black. It still vibrates sometimes and the lights on the back of it still blink. I'm at a loss and my arm feels naked without my fitbit. Any suggestions? 

Moderator Edit: Clarified subject

[SunsetRunner]

Hello @DaniK4194 

Gosh you certainly have gone through multiple troubleshooting tips(all great ones) and have all failed. Have you changed your clock face?? Let’s try changing your clock face through the Fitbit App. Preferably the original one that came with your Versa or at least one made by Fitbit for the moment to see if the fixes the issue. Once you change your clock face return to the Today page on the Fitbit App and attempt to sync the Versa by swiping the page downward.
😃 I’m hoping this is the answer to the problem. Please come back and let me know 

[MarreFitbit]

Hi there, @DaniK4194. Welcome to the Community Forums. Thanks for trying to troubleshoot the issue with your Versa before reaching out. I understand where your concern is coming from. @SunsetRunner Thanks for your suggestions! 

If you haven't done so yet, I'd suggest trying the following steps:

• 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, I'd suggest performing a restart by following the steps below (please remove your Versa 2 from your phone's Bluetooth before performing this step): 

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. 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 and your applications, alarms, etc. 

Hope that helps. 

[GeeBee56]

have been having the same problem. My screen just went dark, no restart will work. I am very suspicious that this is a Fitbit software issue, because it not only has happened to one, but two of my Fitbits...the Versa Lite and the Versa. The issue started right after updating, and now Fitbit wants me to buy a new one offering a 35% discount which can not be used on sale items.

[MarreFitbit]

Hi there, @GeeBee56. Welcome on board. We‘re taking your comments and sentiments in regards to our products and services into consideration.

Please feel free to reach out to our Support Team once again if you have any further questions or concerns regarding the outcome of your case. Since you have reported this matter to our Support Team, please note there's nothing left we here in the community can suggest other than reaching out to our team again. 

Have a good day. 

[Versa2Owner]

@GeeBee56 I'm glad I'm not the only customer they attempted to pacify by throwing a coupon with restrictions at. I have had no issues with my watch for nearly 2 years and all of a sudden, it has been glitching and freezing the last 7 days. I would love to see how they continue to try to minimize this concern. I'm not interested in purchasing a new product if this is how they treat firmware and software issues that they created. There's nothing wrong as far as damage to my device. It just miraculously stopped working. It feels very Apple to have older devices suddenly be black balled.

[Öykü]

My last sync was June, 4. Then it suddenly stopped syncing. I restarted the watch, Bluetooth on and off. Nothing worked. Last night I unpaired the device and paired it again. It worked perfectly. However, this morning the clock was wrong again. Then I realized that it wasn't syncing. I tried everything except unpairing. Nothing seemed to work as expected. I unpaired it but now I can't even pair it again. I charge the watch and see that it's charging but the Fitbit app says "are you sure your versa on?" That's why it won't start pairing. What am I supposed to do with the watch anymore? It's not working. It doesn't work on any other androids as well.

[GeeBee56]

Exactly, I 've tried all the steps you've mentioned and nothing is working
for any length of time. I don't know anything else to do.

[GeeBee56]

My thoughts, exactly!

[Versa2Owner]

@Öykü I wonder if they are trying to make the Versa 2 obsolete? I would hate for that to be the case. I am going to continue speaking to Support and hope that I can actually feel supported. 

[SunsetRunner]

Hello @Versa2Owner 

I highly doubt that is what’s going on. I understand your experiencing issues as I’ve seen your other post and you feel it might have something to do with the latest update. I have Versa 2 (since 2019) with the lasted Firmware update 72.1.19, Fitbit App mist updated 3.60 and iOS update 15.5 and I’m not experiencing any issues at all so I can’t totally agree that it’s an update issue. It might be an Android issue update versus an iOS update issue. Do you use Android or iOS?
II might be able to help if you provide more details about what is exactly going on with your Versa 2. Not syncing? Frozen screen? Won’t charge? Please provide as much detail as you can. I can’t promise anything but I can promise I’ll do my best. 

[Versa2Owner]

@SunsetRunner To answer your question, I have an Android. My Versa 2 is still tracking steps and counting calorie burn. It actually is doing what it should be in regard to tracking. It continues to sync as well. The issue that has presented is the physical button not being consistently responsive and the screen totally bugging out. The screen will open apps on its own and will get stuck between pages when I am swiping left or right. If I start a workout on my watch, it will not let me end it by selecting the flag in the top right. So I know there is an issue with the device. It's more of an inconvenience than anything else. I could very well add the workout from my phone through the app, but that is not why I purchased the Versa 2. I have had mine since August 2020. 

[SunsetRunner]

Hello again @Versa2Owner 

I looked through the Android forums for losing screen sensitivity on the Versa 2 and I haven’t seen an issue. I’ve seen other issues but not exactly what you are describing. I’m happy to read it’s still syncing and collecting your data. But, with that said lack of screen sensitivity would be completely frustrating especially trying to turn off an exercise and it doesn’t respond right away. Have you tried changing the clock face through the Fitbit app? https://help.fitbit.com/articles/en_US/Help_article/2311.htm. I’ve seen changing the clock face help screen issues in some cases. Preferably changing your clock face to the one you originally had in the beginning or at least one made by Fitbit to see if that helps. Of course trying to restart your Versa 2 can also help if changing the clock face didn’t make any difference: https://help.fitbit.com/articles/en_US/Help_article/1186.htm. On another note I understand when your exercising it’s normal to get pretty sweaty so it might help to make sure you dry off your hands a bit because that can also cause lack of sensitive to the screen. (I understand that doesn’t explain sensitivity issues when your just scrolling on your screen and your fingers are sweaty) 

Hopefully changing the clock face or restarting helps. In the mean time if this doesn’t solve the issue I’ll keep my eyes out for any other tips I can find and come back here and share with you

[Versa2Owner]

@SunsetRunner Thanks for your tips. I never customized my Fitbit. I always had the original clock face and when tech support advised me to change it, the glitches didn't resolve. I practice proper hygiene with the Fitbit. When damp from sweat, it gets wiped down with a microfiber cloth. 

[SunsetRunner]

@Versa2Owner  Did you try restarting your Versa 2?

[GeeBee56]

I tried restarting, syncing, and adding new faces.

[Versa2Owner]

@SunsetRunner I have restarted the device several times. I am not willing to reset it because it will erase all of my data. 

[SunsetRunner]

Oh I wouldn’t recommend a factory reset based on what’s going on with yours @Versa2Owner . But do know you can factory reset your Versa 2 then set it up as a new device. All your data is saved on the Fitbit server. The only thing that will be lost is everything “after” your last sync….which of course you would sync first then do a factory reset. 
But sometimes factory resets don’t go well so I stay clear of assisting anyone through that process. I would only do that through a moderators advice and assistance. I have helped some who factory reset them on their own for what ever reason and need help reconnecting it. 

[Versa2Owner]

@SunsetRunner To answer your question, I have an Android. My Versa 2 is still tracking steps and counting calorie burn. It actually is doing what it should be in regard to tracking. It continues to sync as well. The issue that has presented is the physical button not being consistently responsive and the screen totally bugging out. The screen will open apps on its own and will get stuck between pages when I am swiping left or right. If I start a workout on my watch, it will not let me end it by selecting the flag in the top right. So I know there is an issue with the device. It's more of an inconvenience than anything else. I could very well add the workout from my phone through the app, but that is not why I purchased the Versa 2. I have had mine since August 2020.