Versa 4 won’t stay on

[Catmil3]

I have a new versa 4. It will not stay on nor will it “wake up”. The battery is 100% charged. I have done resets and a factory reset. No change. 

[EstuardoFitbit]

Hello there @Catmil3, welcome to the Fitbit Community. 

Thanks a lot for taking the time to share this with us, I'll be glad to help you out!

I was wondering, were you able to get the device set up at all? If so, could you check the app to see if there’s a pending update?

Either way, let’s try restarting the device by following these instructions:

1. Hold the button for about 8 seconds.
2. When the Fitbit logo disappears:
3. Release the button briefly (for less than 2 seconds).
4. Hold the button again until they feel a second, longer vibration, which
   indicates they initiated the factory reset.

This is another way to force a factory reset on your device. Once you perform this process, you can try to set up the device again.

[Catmil3]

Hello,

Yes. It was completely set up and is 100% charged.

I have done the hard reset multiple times and also a factory reset. It will
not turn on at all now.

I haven’t even used it yet. This was a gift I received 2 days ago.

Cat

[MaCrisGBFitbit]

Hi @Catmil3! Thank you for your reply. 

Thank you for all the steps you tried. 

Please clean the charging pins on your Versa 4 and the charging cable by following the instructions in the link below: How do I clean my Fitbit device?

Additionally, after cleaning the charging contacts try again a restart by pressing the button for at least 12 seconds, once the contacts are clean and the reset is done, please connect it to the charging cable on a computer and leave it for a few minutes to check if it charges and reacts.