Versa 2, I can't swipe the screen

[mwmara]

I recently posted on this forum that I have been unable to swipe the screen on my Versa 2. I tried changing the clock face, but this doesn't seem to have fixed the problem. I have also tried restarting my Fitbit a few times. I cannot do a factory reset because I cannot get over to the Settings screen. What else can I do to fix this issue? I am syncing to the Versa 2 using an iPhone 6. Thank you.

Moderator edit: format

[JuanJoFitbit]

@mwmara, it's great to see you in our Fitbit Community. I'm sorry to hear that your Fitbit Versa 2 screen can't swipe. By the way, thank you for troubleshooting this issue before contacting our forums.

There is another way to perform a factory reset. Please follow the steps below:

1. Hold the back button for about 8 seconds. 
2. When the Fitbit logo disappears:
   1. Release the button briefly (for less than 2 seconds). 
   2. Hold the button again until they feel a second, longer vibration, which indicates they initiated the factory reset.

After this, monitor your watch and see if the screen can swipe properly.

Keep me posted on the outcome.

[mwmara]

I tried to factory reset as you suggested. However, this process seems to have failed partway through, and the Fitbit is now stuck on the "Reset failed!" screen. Since I can't use the touch screen, I can't push the "Okay" button. I'm not sure why this failed; my phone said something about the Bluetooth connection being lost, but neither the phone nor Fitbit was ever moved. I tried doing a factory reset again and got the same result, so I can no longer really use the Fitbit at all.

[JuanJoFitbit]

@mwmara, I apologize for the delayed response. However, I appreciate the time spent trying the recommended troubleshooting steps.

I was able to get in touch with our Support team and was told that they assisted you and provided a solution.

As a side note, I'd like to invite you to visit our Discussions board where you can share your experiences, meet people and create new topics.

Hope to see you in our Fitbit Community more often! 😀

[Eschia]

I'm having the same issue.  I'll try the factory reset even though I don't want to lose all my data!

[JuanJoFitbit]

@Eschia, thank you for joining us in this thread. Thank you also for taking the time to try a factory reset in order to fix the swiping issue that your Versa 2 screen is experiencing.

Regarding your concern about losing your data, this process won't make your watch to lose information. However, sync your watch before the reset process just in case.

Let me know how it goes! 😀

[Eschia]

It didn't work.....still can't swipe......groan!!

[JuanJoFitbit]

@Eschia, I'm sorry for the late response. However, I appreciate the time spent trying the recommended troubleshooting steps.

Since the issue persists, let me go ahead and forward your case to our Support team so they can investigate further and provide a solution. You will receive an email from them soon.

I'll be around if any question arises.