Inspire HR - broken screen

[jecantwell]

Hi, 

I bought an Inspire HR at the end of January 2020 and it has generally worked very well. However on Sunday (31.5.20), the screen suddenly stopped working. Even when the side button is pressed it does not seem to 'wake up'. Other than this it is continuing to work as normal - tracking exercise, syncing, buzzing when my phone receives a notification etc.

Having read the forum this does seem to be a common issue and many state to restart it by plugging it in to charge and holding the side button for 5+ seconds. Mine buzzes when I do this but does not restart. Others have also suggested changing the clock face however this has also not worked. I have also let the device run out of battery and then recharged hoping this would work but no luck sadly!

Does anyone have any ideas? Would love it to be back working 😞

Many thanks.

[AlvaroFitbit]

@jecantwell Welcome to the Community 

Let me help you with your unresponsive Inspire HR screen and thank you for troubleshooting this issue. Since the issue persists I suggest you let our Support team know so they can further assist you. I noticed that you already have a ticket with them so keep working with the team to find a solution for this.

Let me know how it goes.

[cochenourashley]

What was the issue?

[Cpayne07]

I am having this same exact problem! It started on Saturday for me.

[jecantwell]

I called fitbit in the end and they replaced it for me as the tracker was within warranty. I was a bit concerned about how long the process would take but I called on Wednesday and the tracker arrived on Saturday 🙂

[jecantwell]

I never got to the bottom of it as when I called fitbit they said I had tried all of the normal solutions to fix it 😞

[AlvaroFitbit]

@cochenourashley @Cpayne07 I hope you're doing well!

Let me help you with your Inspire HR screen not working. @Cpayne07 please try restarting your tracker and if it is still syncing then try changing the clock face.

@cochenourashley are you having an issue with your device? If so then let me know.

@jecantwell happy to hear that our Support team was able to replace your device.

Keep me posted.

[Cpayne07]

I did  attempt everything possible. I called fitbit, and they had me restart it, but since the screen does not work, I couldn't repair to my phone. Fitbit gave me a discount for a new product.Sent from my Verizon, Samsung Galaxy smartphone

[AlvaroFitbit]

@Cpayne07 thank you for the update.

Sadly your tracker didn't respond with the troubleshooting steps but still it is good to know that you got a discount. Hopefully you are already back on track and reaching your goals.

Happy stepping and stay safe.

[cochenourashley]

It will no longer charge or even turn on now. Just got it this last
Christmas.

[AlvaroFitbit]

@cochenourashley thank you for clarifying the issue.

You don't mention any troubleshoots so I suggest you try cleaning the contacts using cotton swab with rubbing alcohol, then charge it by plugging it for a couple of hours directly to your computer's USB port (try different ports) or use an UL-certified USB adapter. After this, restart your device and see how it behaves. You can follow these instructions to help your device charge.

Let me know how it goes.

[cochenourashley]

Yes, I actually have done all of them. Cleaning the sensors and charge
connections, resetting, changing clock face, etc.... now it won't even
charge. So I have no idea what to do with it, i guess just throw it away.
Im absolutely not spending ober a hundred on a new one when it isnt even a
year old. Super frustrating😟

[lizvocal]

My inspire HR shows the wake up screen, but doesn't respond to touch to scroll through the other screens.  It is still syncing and charging normally.  I did the restart, no change.  What next?

[cochenourashley]

Engage in a live chat with a rep through the fitbit website. They will help
you work it out or make it right for you 😊

[lizvocal]

Thanks.  It's 11 pm where I am and I am 25th in line in the chat.  Maybe tomorrow.