Versa wont turn on

[Dustyrosepetal]

Ok, so sometime this morning I woke up and tried to look at my watch to see what time it was and if I had to get up.  My screen didn't turn on so I figured that it must have needed to be charged, even though I thought I had charged it the other day and it was at close to 80%.  Plug it in, roll over fall back to sleep.  A few hours later got up and went to put my watch back on and the screen still would not turn on.  I tried to restart it using both the 2 and 3 button methods. Nothing. Every once and awhile if you don't move the Fitbit and then pick it up the green light in the back will flicker for a second or to then nothing, It did sync to my phone.  Also yesterday I went to pay for something and it would not let me unlock it to use it, didn't think to much of it at the time since I had just used hand cream a few minutes before and thought that that might have something to do with it.

This isn't the first time I have had a problem, but restarting it worked for one of them. Once the time was entirely wrong. It said it was 8pm and it was closer to midnight.  Another time it said that I was already at something like 7000 steps that day and I had just woke up. Restarting didn't work that time but everything else was fine and it never happened again.  

Any suggestions of how to fix the black screen.  I'm gonna wear it today to see if it will keep track of my steps at least since it did sync, but I would like the screen to actually work.

[Marrrmaduke]

@Dustyrosepetal You may need to perform factory reset (restoring versa to factory defaults). Before factory reset, make sure you have deleted versa from your Fitbit mobile app and from your phone's Bluetooth settings. Factory reset will wipe all data from your tracker so it would be good if you could sync it first. After factory reset you will need to set up your versa again by adding a new device in your Fitbit mobile app.

Since you cannot access Settings app on your versa, perform factory reset using 3 buttons:

1. Press and hold all 3 buttons (approx 15 seconds)
2. Release the bottom right button
3. Wait until you feel strong vibration and release the other buttons.

You may need to attempt the reset a few times to find the optimal times. Trying holding the buttons longer, as long as it's needed for the vibration to appear.

[Dustyrosepetal]

I tried that and it didn't work. 

[Marrrmaduke]

@Dustyrosepetal was there a strong vibration?

[Dustyrosepetal]

Yes, Still a black screen.

[Marrrmaduke · Accepted solution]

@Dustyrosepetal Well, that would suggest it's a hardware issue. At this point, you will have to reach out to Customer Support to guide you through the next steps. You probably will need a replacement device.

[Mylesarie]

I've tried this did not work at all. My screen still black and fitbit not charging