Charge 2 not responding to button presses

[bigyihsuan]

This started happening recently. I haven't gotten the Charge 2 particularly wet (some splashing from washing hands), and no hard blows to it, but the Charge 2 is currently responding weirdly/erratically to its button.

What is happening is that the Fitbit is acting as if the button is being rapidly pressed, and as a result scrolls through the screens very, very quickly. It occasionally stops on wither Stopwatch or Relax, both of which require a button hold to activate.

Sometimes the Fitbit turns off completely and acts as if it is completely drained of charge, despite the fact it is close to full. The Fitbit actually did this as I was writing this post.

Also something of note is that the glass on the sensor on the back of the Fitbit is cracked, and in 3 pieces still connected to the Fitbit. It may have some relation to the issue, but I don't know about that.

I've recorded a video showing the rapid screen-changing issue, as seen below.

https://youtu.be/ZCpF63t0ips

[AlvaroFitbit]

@bigyihsuan Welcome! It's nice to have you on board! It seems you have tired most of the suggested troubleshoots for this issue. Since it is presenting this issue and has physical damage I suggest you let our Support team know about this so they can assist you. You will get an email from them.

Let me know how it goes!

[nicbeth]

This is also happening to me. I have called customer support. They offered options that did not fix the issue on my current charge 2. I am curious whether there are other people suddenly having this issue, as well. Maybe an app issue or something else? 

[AlvaroFitbit]

@nicbeth Welcome to the Fitbit Community! I hope you're doing well! Sorry to hear that your tracker isn't working as it should. Did you try the suggestions in this thread? What did Support offered you? Is your tracker still within the warranty period? I don't believe a software update will fix a physical issue like the button not working.

I look forward to your reply!

[nicbeth]

The button actually works. For some reason the watch either freezes on the
battery charge page or it incessantly flips through between notifications
on or notifications off. When it freezes on the battery charge page it
stays lit the entire time wearing the battery out quickly. It still is able
to keep track of my steps. I can use the button, to get the watch to get
out of the notifications flipping back and forth between being off and on.
It will stop on a different page then and give the page an appearance of
shimmering/shaking. I had already gone through the different types of
resets on my own. Then I went through them again while on the phone with
Customer Service. My fitbit Charge HR2 was in good condition, nothing that
I am aware of happened to it, I charged it as I normally would. One second
it was working just fine and then another it was on the fritz.
I am no longer under the warranty. I was offered 25% off of Fitbit products
other than the newest products through Fitbit. However that pricing is
pretty much the same pricing I would receive by buying the product through
another store. So honestly, the 25% off of a Fitbit product because I am
considered a loyal customer, doesn't really seem that great, since anyone
can get those products through REI, Amazon, etc. at the same 25% off price.

[theresad44]

Mine is behaving exactly the same. Worked perfectly fine yesterday and now it won't respond to the button being pressed.

The button only works when pressed for any length of time but when released becomes erratic, constantly switching between the notifications on/off and basically any screen that requires the button to be pressed!

Connected it to the charger, to reset, but when taking it off it freezes on the battery charge screen. Press the button for a couple of seconds and the date/time screen appears briefly then back to switching between notifications on/off.

Still records all steps etc

It's in as new condition with no damage or wear.

Will be interesting to see how many other people appear with the same problem...

[Utefan]

I am having the exact same issue with mine. Any luck getting this resolved?

[Thezacmate]

Exactly the same problem but I had a nasty fall today and lifted and cracked the screen and the button presses in but the screen doesn’t respond to the pressing in 

any help??

[Thezacmate]

I thought they were more durable and also I dropped my watch I the pool for about 10 mins and still worked