Versa 4 keeps crashing

[tanyalc73]

I just bought a new Fitbit versa 4. I received it in the mail yesterday and since then I had to do a factory reset four times and I’m still not getting it to work properly before I return it and go to another product. I’d like to see if there’s something I’m doing wrong. When I factory reset it, I “forgot” the device in my Fitbit app and also for my Bluetooth settings 

[tanyalc73]

By crashing I mean that I’m either getting a black screen or I’m getting a big red X

[Guy_]

Hi @tanyalc73  - the watch may have a fault or it may be the clock face if you selected a different one.

It can also be a sync issue, so first turn Off the phone's Bluetooth, then long hold the button till it vibrates and the logo appears.

When the clock face display comes on pull down on it to get to Quick Settings and turn off all the icons.

Then when you look at the watch by raising your wrist, press the button or double tap it the display should come on.

If this is not the case with the original clock face it is faulty and should be returned for a refund or replacement under warranty.

You can always chat via the Fitbit App, click profile photo, Help & support, Contact Customer support.

[JuanFitbit]

@Guy_ Thank you for your help

@tanyalc73 , A warm welcome to the Community! Thank you for your message and for your information. Our team already confirmed that you contacted them. You should have received a reply already. If you don't see it on the Inbox please have a look in the Spam/Junk folder. Sometimes the messages are redirected there. 

[NaomiAngele]

Hi there. For me, every time I start a run, or move my arm a bit, the versa 4 gets the red X, then turns off and on , but not taking me back to the clock, but to the settings screen. Every time I move my arm. Have you experienced this?

[tanyalc73]

Hi, no I didn’t! I contacted support and they helped me try to fix it, but when that didn’t work they sent me a new one (at that point, it was only 3 or 4 days since I got it)

[JuanFitbit]

@tanyalc73 , Thank you for keeping us updated. Those are great news. I'm glad that Support could help you further. Wish yo a lot of fun with the replacement. 

@NaomiAngele , A warm welcome to the Community! Thank you for your message. 
Please under any circumstances, DO NOT remove the Versa 4 from the Fitbit account/app. (Unless told other wise by a mod or a support team member).

On your Fitbit app tap on your profile picture >Versa 4  > Sync Now. A firmware update banner should appear. 
If Sync Now doesn’t show an update banner, please tap the profile picture > your device image > Gallery. The app should show a popup to install the missing apps to install the missing apps and recover the device.
Then tap either on the popup or the banner.