Versa won't turn on

[Shel_leigh]

Hi there, my Versa is not turning on, no screen lights come on when plugged into charger, unable to reset or factory reset after multiple attempts.

Moderator Edit: Clarified subject

[RicardoFitbit]

Hi @Shel_leigh, welcome to the Community Forums.

Thanks for your post and for trying some troubleshooting steps. If you haven't already done so, I recommend you to check our help article: Why isn't my battery charging on my Fitbit device? and let me know how it goes. Such article includes a restart process which can be really helpful for this situation

I'll be here if further assistance is needed.

[Shel_leigh]

Thanks so much Ricardo!

I managed to get it charged. After a few hours the start up screen turned on. It then gave me the start up device screen but every time I tried to reset and factory reset the device would turn off.

I tried to connect it to my phone to set it up but the device kept turning off.

It is now back to not turning on at all. None of the back sensors are lighting up (even when the screen briefly came on).

Shelley

[RicardoFitbit]

You're welcome @Shel_leigh, your reply is appreciated.

I'm sorry to know that your Versa is still not turning on at all but thanks for trying the steps that were shared on my previous post. I'd like to suggest you to try our factory reset procedure following the next steps:

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. 

Let me know if the issue persists so we can move on.

[Shel_leigh]

Hi Ricardo,

I have already tried both normal reset and factory reset multiple times. I have the device currently on charge and the screen randomly lights up then turns off again.

[RicardoFitbit]

Thanks for your update @Shel_leigh.

Seems odd that your Versa is behaving in such way, certainly it's not working as the way it was designed. That said, let me share with you that our Customer Support team was contacted on your behalf to provide you further assistance with the difficulties you're currently experiencing, I've created a ticket for you. Please keep an eye on your email inbox because they'll be in touch with you pretty soon.

In the meantime they contact you, let me know if you have any additional questions.