Versa won't turn on

[Kc94]

About 6 hours ago my Versa synced with my phone and then shut itself off while at 100% battery. I have tried holding down the buttons and putting it on the charger, but it still will not turn on. It's not a display issue because my phone cannot connect to it. 

Moderator Edit: Clarified subject

[MarreFitbit · Accepted solution]

Hi there @Kc94, welcome to the Community Forums. Thanks for the details provided in your post about your Versa's screen behavior. I appreciate you've taken the time to troubleshoot your watch prior to posting here. 

While reading your post I was wondering if your Versa is vibrating when you connect it to the charger?  If it's not, it could not be having a good connection with it so that's why the restart you tried didn't work. If you haven't done so yet, I'd recommend trying the following suggestions:

• 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. 

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