Ionic Screen digitizer random presses

[MarkNYC.2]

Hi,

Has anyone experienced a screen issue where the screen is receiving random touch inputs (as if you were tapping on the screen) when you aren't actually touching the screen? This has been happening to me.  I know touch screens have a digitizer under the glass to register the touches and I'm not sure if it's the source of the issue.  When I bring up the PIN screen which displays 0-9, I can observe random presses without touching the screen and this is causing a lockout which I must reset from my Fitbit app on my phone . My watch is over a year old but in great condition otherwise and has never been dropped.  I have on a screen protector (thin clear) but removed this to confirm it isn't causing the issue.  I also did many reboots and also a hard reset. All other functionality appear to be working but the screen is also awaking more frequently by itself and draining the battery faster than normal.

Any insights would be helpful. 

[SantiR]

@MarkNYC.2 Welcome to the Fitbit forums! Thanks for sharing all of those details regarding the situation you are currently experiencing with your Ionic presenting random presses and battery power. Thanks for trying those steps in order to sort this out.

In this case, I'd recommend changing your clock face to another one. This has helped other users in the past. Some clock faces may also drain battery faster. 

Try that out and let me know how it goes! 

[MarkNYC.2]

Hi Santi, 

Thanks for the suggestion, but I did try that already, in addition to power cycling the device.  I spoke with tech support and they determined that the display is bad, which explains the random screen presses and the security lock outs resulting from the random screen presses entering the incorrect PIN a bunch of times. 

[SantiR]

@MarkNYC.2 Thanks for your reply and for sharing those details. Thanks also for contacting customer support regarding this. I'm glad to read they were able to identify the root cause of this.

Did customer support offered you a solution to get you back on track? 

Keep me posted! 

[MarkNYC.2]

I was required to send in video and photographic evidence of the abnormal behavior of the Ionic display, which I believe was due to the water proofing of the watch somehow becoming compromised without any physical damage or modification to the watch, and water getting into into the watch. Fibit did not acknowledge this issue (not surprising), but since my warranty recently expired, they sent me a replacement watch (just the watch, no accessories or bands). Upon inspection of the replacement watch, I realized it was a refurbished/reconditioned watch that I was sent. I am monitoring to see if there's a recurrence of this issue. If it turns out that there's a general water proofing defect in the design, I will pursue it further.