Versa won't turn on or charge

[romtwindad]

Today is Thursday.  I was last able to get a record of sleep or heart rate last Saturday.  It didn't seem to be recording all steps either.  Then the battery started draining inordinately quickly (had to charge it daily).  Last night, when I got a low battery notification so I put it on the charger.  The screen went black and it has shown no signs of life since.  It does seem to heat up a bit when I leave it on the charger.  I've tried to reboot/reset by holding all 3 buttons for 15+ seconds but there's no reaction.  Is there anything else I can try?

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there @romtwindad, welcome to the Community Forums. I'm sorry to hear about your Versa's recent behavior. Thanks for taking the time to troubleshoot it prior to contacting us, I'll be glad to help you.

As per the description of your post it seems that the battery of your Fitbit may not be charging properly and therefore does not turn on. I recommend that you follow these steps (or please confirm that you've followed them as described 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 (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 in 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. You can follow the steps to set up the device after that: How do I set up my Fitbit device?

Hope the steps suggested above work, let me know if you need further assistance.

[deekerr]

I had exactly the same thing on Monday. 

[MarreFitbit]

Hi there @deekerr, thanks for stopping by and reporting the issue you had on Monday with your Versa. If you're still having difficulties with it, please try following the steps I posted here and let me know if you need further help.

[Katiekat105]

Hi I've got this problem now, I've followed the steps you advised and it still wont come on, it went off earlier today and I thought the battery had died but the fitbit logo came on the screen and then it turned off and havent been able to get it back on since, please advise thanks

[Feelcheated]

I have spent hours reading this forum and Google and many customers have this "my Versa display is black even though the battery is not dead" issue. 

Your suggestions above usually do not help for this dead black screen issue. 

Since this is a known problem with Versa, is there a suggestion list that addresses just this specific problem. 

Charger working

Contacts clean

Battery not dead

Display black

No response to reset efforts

No buttons work

Versa is virtually like a brick 

Now what can we Versa owners do? 

[MarreFitbit]

Hi there @Feelcheated and @Katiekat105, welcome to the Community Forums. Thanks for the details provided in your post and for taking the time to troubleshoot your Versa smartwatches as suggested above. 

I've seen that you both contacted our Support Team after posting here and they helped you with this matter. If you have any questions about the resolution of your case, feel free to contacted them back for further explanation or you can check our warranty policies here for a better understanding of the information that they provided to you.

[romtwindad]

Maria, Thank you for trying to help.  Yesterday my Versa temporarily came back to life yesterday. In pressing all the buttons trying to do the factory reset (while the screen was still totally black) I got a FitBit logo but I didn't get it to reset.  After a few minutes it seemed to be working again.  It had my clock face but showed the date from when it went black.  Sync'ing with my phone got to correct the date.  I left it on the wall charger to finish charging for an hour or so.  I then wore it for a couple of hours.  The HR still didn't register anything but it seemed to work otherwise.  Then it just stopped working and went back to brick (black screen).  It's now unresponsive to any button pushing.  Any ideas as to what to try next?

[MarreFitbit]

Hi there @romtwindad, thanks for the update. I appreciate you've taken the time to follow the tips and recommendations I provided. Since none of the steps you tried have worked, I've created a case to get you in contact with our Support Team about this. They will be able to work with you and review your options. Please keep a lookout in your inbox to the email address associated with this Fitbit account. Someone will be in contact with you as soon as possible since our support options are limited and wait times are longer than usual.

[sleepybill]

I've been having similar issues and today it looks like my Versa has bit the dust.  It was purchased in December 2018 so I got just 18 months out of it.  This has been my experience (18 months or so on any Fitbit I've owned, then it dies) but reading that others are having similar issues makes me wonder if the latest firmware update has anything to do with it.

I contacted live chat today and didn't get anything new to try - just the cut and paste responses and ultimately the "hey your warranty period is over but we will give you a discount to buy another..."  

At any rate I'll probably be shopping other brands for my next tracker.   I'd feel like a chump if I went for another Fitbit, based on my experience over the years.

[MarreFitbit · Accepted solution]

Hi there @sleepybill, welcome to the Community Forums. We're sorry to hear that you're going through this situation with your Versa. 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.

We understand and respect your decision regarding the 25% our Support Team previously offered. Please know that when a Fitbit devices is deemed defective we review eligibility using the one year warranty option. For our full warranty terms and conditions, see our Return Policy and Warranty.

Fitbit does not warrant that the operation of the Product will be uninterrupted or error-free. See the Fitbit Terms of Service for details of your rights with respect to use of the software and related services.