New Versa 4 keeps resetting itself

[kodalou]

Hi,

My boyfriend receive his new versa 4 this week. he has been unable to use it since it keep restarting almost every minute.

We have tried to restart the fitbit and the phone. We have also tried to change the clock face and to withdraw the device from his fitbit app multiple times.

What can we do? Keep in mind the watch is brand new.

Thanks

Update: After talking more with my boyfriend, his Versa 4 seems to restarts 4-6 times per hour and not every minutes.

[Guy_]

Hi @kodalou - it's possible that the watch has a fault but it can happen if the button is held accidentally that it restarts, or if a watch face has a fault.

You can rule out accidental button press if it happens when just sitting but try wearing higher up the wrist.

If not factory reset it from the Settings, About Versa 4 menu option. Be patient to allow it to complete and set it up again.

You can always chat via the Fitbit App, Help & support section, Contact Customer support, if necessary.

If it is faulty you have the possibility to get a refurbished replacement under warranty or a refund as it is brand new or even an over the counter exchange.

[MarreFitbit]

Hi there, @kodalou. Welcome to the Fitbit Community Forums. Thanks for bringing this to my attention and for the troubleshooting steps you've tried. I'm sorry to hear that your boyfriend's Versa 4 is still resetting itself off. I understand your concern, we're here to help you! 

As our last resort, I'd recommend performing a factory reset on the Versa 4. Important: Take into 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. 

With the above being said, please sync your Versa 4 and then, please press and hold the button for about 8 seconds until the screen turns off and vibrates. When the customer feels the vibration, release the button, then immediately press and hold the button again. Wait for the Fitbit logo to appear, then as soon as the logo disappears, release the button, then press and hold the button again. When you feel the vibration, release the button, then wait for the watch to complete the factory reset.

[kodalou]

Hi thank you for your answers.

@MarreFitbit We've tried to do a factory reset twice.

Once like you suggested following every step, and once like @Guy_ suggested by going into the parameter of the watch. Each time the watch started to restart itself.

I think i'll need to contact customer support...