Versa 2 Screen not working

[EoinMurphy7]

I’ve had a Versa 2 since Christmas. Over the last week there have been several times where the screen lights up but doesn’t respond to touch or swiping. This has worsened over the last 2 days this has lasted pretty much all day with the screen only responding sporadically. I have updated the device, restarted it several times but this has not resolved the issue.

[Marrrmaduke · Accepted solution]

@EoinMurphy7 At this point I would try performing a factory reset (restoring versa to factory defaults). Before factory reset, make sure you have deleted versa your phone's Bluetooth settings (not Fitbit app). To perform factory reset, open settings app on you Versa and scroll down to About. Tap it and choose factory reset. This will wipe all data from your tracker so it would be good if you could sync it first. If you're unable to use the screen, please try performing the factory reset using the back button:

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 you feel a second, longer vibration, which indicates you initiated the factory reset. 

After factory reset you will need to set up your versa again by adding a replacement device in your Fitbit mobile app. You can set up the watch back to the Fitbit account by following the instructions on this link: How do I set up my Fitbit device?

If you're not successful with the factory reset, I am afraid you will need to reach out to Customer Support to guide you through the next steps. Here's the link to Customer Support page.

[EoinMurphy7]

Thank you for your assistance. I am unable to perform the factory reset as, aforementioned, my screen isn’t responding to touch so I cannot get to settings to perform this. 

[Marrrmaduke]

@EoinMurphy7 Ah! I hoped that it would work sporadically. Please try performing a factory reset using the back button:

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 you feel a second, longer vibration, which indicates you initiated the factory reset.