Inspire 2 got unresponsive after swimming

[Monalogue]

I checked that my FitBit Inspire 2 was able to go swimming with me in the ocean and yet, after it went on a short snorkel with me it started fritzing and wouldn't respond to my taps. The screen still worked but the side touch panels (this device has no actual buttons, just touch panels on either side of the screen) were no longer responsive. I could lift my wrist and the clock face would light up, but I couldn't tap or swipe or anything. I tried changing the clock face, but no response. Within a couple of days the face became completely blank and unresponsive to anything, though when I sync it with my phone it is still tracking both heart rate and steps. I brought it home and carefully cleaned it with non-soap and dried it and then plugged it into its charger, and I got the smiley face, but because the side touch panels aren't responsive, I can't get it to force restart, and I still can't see the clock face no matter what I do. I tried the clock face change again and when I "install" a new clock face the progress bar lights up on the Fitbit face, but no clock. I contacted customer service today and they asked me to try all the things I'd already tried and nothing worked. Then they sent me an email saying my device was out of warranty and there is nothing they can do. The device is obviously still working, and the fact that the screen lit up when changing clock faces, even if only with a progress bar, means that part isn't entirely inoperative. But there's no way to move forward. Has anyone had this problem? Any solutions? Customer service obviously useless on this one and I really don't want to throw out a device that's only two years old. Help?!

Moderator Edit: Clarified subject

[Julia_G]

Hi, @Monalogue , as it is out of warranty, and you haven’t got a lot to lose, I would wonder if maybe the problem you have is salt (rather than fresh) water.  I think if I were you I would thoroughly rinse the Fitbit under running water for several minutes to rinse out any salt.  Then I would dry it again thoroughly - put it in a bag of rice for a couple of days.  Once you are sure that it is nice and dry, plug it in to charge.

Although the Inspire 2 does not have an obvious “button” it does have a “haptic” button, meaning that you should be able to restart it not only by swiping and using the screen, but by squeezing the button.  So plug the Fitbit into the charging cable and plug as usual and while it is plugged in and charging squeeze the sides of the Fitbit (activating the haptic button) for about 5 seconds until you feel a vibration which will indicate that the Fitbit has restarted.  You may need to repeat this a couple of times, but hopefully it will work.

Good luck, welcome to the forums, and be sure to let us know how it goes.

[YojanaFitbit]

Hi there, @Monalogue. Welcome to the Community Forums. Thanks for the details provided in your post and for all the steps that you've tried with your Inspire 2. I understand where your concern is coming from and your feedback is greatly appreciated.

Thanks for jumping in @Julia_G.

I've seen you contacted our Support Team before posting here and they've already assisted you with this matter. If you still need help, please feel free to contact our team back so they can continue assisting you.

I’ll see you around the Community.

[Monalogue]

Thanks, Julia, for the suggestion. I tried to wash it better in fresh water but did not try soaking it. I looked at the face of the watch today and see that water is seeping into the digital face. I suspect that the watch did not maintain water resistance while swimming in the ocean (even though I was only ever at the top snorkeling, definitely not below the recommended depth) and that it was slow water leaking in that took out the face. The step count and heart rate are still functioning, but there's no getting the face back now. I definitely need a smart watch that is truly water resistant, so this is disappointing.

[Julia_G]

Hi, @Monalogue , if you can see water in the watch face then clearly it has not yet dried out.  I would definitely put it in W bag of rice and leave it for at least 3 days, possibly up to a week, and then try again.  There’s a good chance it will recover.  I would not wear it in the water again, however.

[osin]

The same issue. Almost two years old Inspire 2 failed after swimming in salty ocean water. Didn’t dive. It is dead completely : no response to touch/press/charge/no reset. Nothing. Had no issues swimming in the pool or river before. I am on my 4th Fitbit. Seems their lifespan about 1.5 years. They were dead either after software upgrade or for no reason. Just dead

[Julia_G]

Hi, @osin , the salt is probably worse than the water!  I would recommend getting in touch with Fitbit Customer Support on Contact.Fitbit.com . If they confirm that they are unable to help further, then I suggest following my instructions above.  Rinse the Fitbit thoroughly and soak to try to get rid of the salt and then dry it in uncooked rice for at least 72 hours, then try the reset.  It might work!

But don’t do the rinsing/ soaking before first talking to Fitbit in case they can offer a warranty replacement.

[Monalogue]

Agreed on the short life span, yet I love the long battery life and general functions on this particular fitness watch (Inspire 2) and just ordered a replacement for mine. Even with the watch face failure (which after letting it sit for a couple of months when I plugged it back in it did momentarily return to life but then died again) it was still tracking my steps and heart rate so I kept it going through August. However, its seal seems to have been compromised and it went to the desert with me where I work as an archaeologist this summer and that basically finished it off. It wouldn't hold a charge more than a day or two. Finally gave up trying to keep it alive but will definitely not take it into the water anymore!