[Versa 4] Black Screen after going to sleep

[cajasmota]

Hello Everyone, 

I have a ~5 months versa 4 , bought directly from Amazon that was working wonderfully until last Saturday.

For some reason when the watch goes to sleep, the screen does not turn on again.

• I can feel vibrations when I receive notifications or press the button.
• I can sync the watch with the app
• If I keep the "always on display" feature enabled, the watch keeps working

So the watch is kinda working, just the screen is black.

Reading this forums this is what I already done without any luck:

• Reset/Reboot the watch holding the button.
  When The watch reboots the screen is there, but as soon the watch goes to sleep the screen does not turn on again.
  
  
• Change the watch face.... same behavior with any watch face
• Watch is fully charged, so no battery issues
  
  
• Factory Reset: did it multiple times, even during the factory reset process when the screen is turned off, It does not turns on again
  
  
• firmware is updated to the latest version: 61.2001.184.52
  
  

I contacted customer support, best  I got is "do a factory reste again" and then an email that basically says " your product doesn’t meet the replacement requirements of our warranty policy ... buy another one, here is the link to the fitbit store"

[Guy_]

Hi @cajasmota  - if a factory reset doesn't fix the issue the watch is faulty.

It is under warranty so contact the supplier, in this case Amazon for a replacement.

[JohnnyRow]

Have you checked that you are not in Sleep Mode?