Inspire HR not sensing screen touch

[DoctorH]

Hi, I hope someone can help. I have had an Inspire HR since around July and have over the last 24-48 hours had trouble with the screen not sensing touch. I have made sure the device is charged and have restarted it twice for it to work fleetingly but then to fail. At one stage it also said I have 78% battery when I had only just fully charged it!

I thought it might be a firmware update that was needed but my android phone does not seem to need one. (I can't remember when I last updated but it was a long while ago.) There do not seem to be any updates being offered on my phone. (I have version 34.20001.63.5, which doesn't seem to match any of the new versions being mentioned.)

Does anyone have any idea what is going on? I can't tell how many steps I'm doing or complete my Vernal falls trail.

[ashleighfawthro]

mine just started doing the same, in the last 12 or so hours, the screen wont change at all not even to charge or restart. No matter how many times i plug it in or hold the button for 5 secounds. Mine is the same version, I am hoping that running down the battery will solve it..

[ashleighfawthro]

I'm having the exact same issue 

[ashleighfawthro]

Hi 

I am having the same issue and the reset or charge option wont work, i disconnected it from my phone to try reset it that way but now it wont show the code i need to reconnect, i have only had the device for about a month now.  

[DoctorH]

Hi, I hadn't thought about running down the battery. 

Mine started working last night but has then done the same thing again today, so i can't check step count and the like.

I really hope someone has an answer................................

[ashleighfawthro]

I've logged a complaint with the company i bought it from they are going to fetch it tmrw and replace the device. Mine is only 3 weeks old. Hopefully the new one wont do this, and its some weird hardware issue not server problem.  

[Ami_Dawnielle]

The same issue began with my Inspire HR yesterday afternoon. Everything was working normally during my workout yesterday morning but at some point, I tried to use the timer while at work and my device wouldn't respond to my touch, nor was I able to check battery level. Side button with which to do so was/is unresponsive.

Made the mistake of unpairing the fitbit from my phone in order to try to re-pair and repair (ha!) only to receive the following error message: "Couldn't pair with Inspire make sure device is ready to pair". Strangely though, my device does appear to sync my information to my phone; will know for certain after today's workout. 

Firmware version 34.20001.63.5

[Odyssey13 · Accepted solution]

Hello @DoctorH  and @Ami_Dawnielle   Reach out to customer support. Their phone number is (877)623-4997 between the hours of 4am-8pm PST Mon-Fri, and 6am-5pm PST on weekends, if you're in the USA. The phone number to call from the UK is: 0800 069 8505. Operation hours: 9:00am - 6:00pm. If you're not in the USA or if you prefer an online chat or email, then click for contact options

@ashleighfawthro  great news. Thanks for letting us know.

[DoctorH]

Thanks! I rang the helpline (I'm not in the USA) and after trying a number of different options, I am getting a replacement device.It seems it's an unrepairable problem.

[Odyssey13]

Thanks for updating us with the good news @DoctorH