Versa working only when plugged into charger

[C_j_webster]

My Versa has been temperamental for a few months now, switchingoff mid run. Today was a low point, it has died for everything except when it's in its charging cradle, therefore it's redundant. I've tried everything from factory reset, re-pairing and holding down all buttons, no change. Please help, I'm lost without it, had it for just 2 years, other than this it's been fine. 

Moderator Edit: Clarified subject

[RicardoFitbit]

Hi @C_j_webster, welcome to the Community Forums!

Thanks for bringing this to our attention and for trying some troubleshooting steps before to posting over here. It seems that the battery of your Versa is not charging as it should, this is why at the moment you take your device off the charging cable, it shuts down. That being said and just if you haven't already done so, please try the steps that are specified on: Why isn't my battery charging on my Fitbit device? and let me know if the issue persists.

Keep me posted and let me know if you have any additional questions. 

[C_j_webster]

Hi Ricardo,

Thanks for your suggestions, I've tried them all to no avail, it's saying 100% battery when plugged in, but as soon as it comes off the charging cradle its dead, no green lights on the back or anything. 

Any other ideas what could be the problem?

Thanks,

Carrie 

[RicardoFitbit]

You're welcome @C_j_webster, your reply is also appreciated.  

I'm sorry to know that you're still experiencing difficulties with your device. To exhaust all the applicable troubleshooting steps to fix this, please 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. 

I'll be here if further assistance is needed.

[C_j_webster]

Thanks Ricardo.

I did factory reset on Tuesday night and it did not help (managed it whilst it was on charge). I have tried holding all 3 buttons down on many occassion and it does absolutely nothing, regardless of how long I hold them all down for sadly.

It was working fine (with the exception of the shut down mid exercise that I messaged your colleague about a few weeks ago) the days before, and even on the morning of it's 'death'.

I can't understand it and I'm really missing it, hence keen to get it back up working.

[RicardoFitbit]

Your effort and patience troubleshooting your device is appreciated @C_j_webster, thanks for your reply.

Since your device remains unresponsive even after trying some troubleshooting steps, let me share with you that our Customer Support team was contacted on your behalf to receive further assistance directly with them. That said, please keep an eye on your email inbox because they'll be in touch with you as soon as possible to get you back on track with some options. 

Please do not hesitate to contact me back if you need anything else in the meantime they send you information, I'll be here.

It was a pleasure to assist you. 

[C_j_webster]

Thanks! Laura on your team has helped me out. I am now getting a new device since my device is out of warranty. Many thanks to you all.

[BeccaAdams]

hello! Seeing this post after having all the same problems with my Versa. Would you also be able to put me in touch with customer support? Thank you!! 

Moderator Edit: Formatting

[RicardoFitbit]

Welcome aboard @BeccaAdams and thanks for your reply @C_j_webster.

@BeccaAdams I'm sorry to know that you're experiencing the same issue. Before I create a case on your behalf with your Support team, can you please let me know if you already tried the troubleshooting steps that were shared on this thread? I'll be waiting for your reply.

@C_j_webster I appreciate the details that were shared with me. Since you already received assistance from our them, I suggest you to contact them back if you require further assistance or if you have any additional questions about the outcome of your case. Also, for a better understanding of the information they provided to you, please check our warranty policies here. It was a pleasure to help you, thanks for your patience.

I'll be around.

[BeccaAdams]

Thank you for getting back to me so quickly! Yes I have tried all of the troubleshooting steps that were mentioned and it still won’t turn on unless it’s plugged into the charger

[RicardoFitbit]

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

Since the troubleshooting steps didn't fix the issue, I've contacted our Customer Support team on your behalf too for them to further assist you. Please constantly check your email inbox because they'll send you information to get you back on track.

I'll be here if you need anything else.