Versa 2 - Touchscreen has stopped working

[SunsetRunner]

My touchscreen has stopped working even after repeated resets. Is anyone else having these issues?

Moderator edit: updated subject for clarity and label

[LizzyFitbit]

Hi @SunsetRunner. Welcome to the forums.

Thanks for letting me know that your touchscreen isn't responding, as well for the steps tried prior posting. You did a good job! To further investigate, may I know the model of your Fitbit device? Also, did you try the restart process described here?

I'll be looking forward to your response.

[SunsetRunner]

I have a Versa 2 model. And yes I have done the reset procedure as described in your response. Please help. I love my Versa 2 and am quiet disappointed that I am having theses issues! It was a Christmas present from my wife this past Christmas and I have worn it everyday since (except in the shower of course). This is my first smart watch. I chose this model over an Apple or any other smart watch due to its features. Only having it a couple of months and having these issues are very disappointing. Thank you for your quick response.

Sincerely, Dwight Williams

[LizzyFitbit]

Hi @SunsetRunner. It's great to see you here in the forums. I'm sorry for the delayed response.

Thanks for confirming the steps tried for the restart process. I understand how you're feeling about your Versa 2 as it was a special gift given to you and it should be working well. Since the screen is still unresponsive, I've gone ahead and requested a case on your behalf so our Support team can give you a hand. They'll send you an email with more details, keep an eye on your inbox.

By the way, I've moved your post to the Versa Smartwatches board so we can keep our forums organized.

[jd010100]

I bought my Versa 2 in November 2019. Last week I tapped the screen to change from the calorie count to steps and it wouldn't change. I couldn't swipe down to get messages or get to the quick settings page.  I finally did a restart.  That lasted for a couple of days. I read the community forums and found that this is not an isolated issue.  The touchscreen stopped working twice yesterday and the second time I have to restart three times in order for it to begin responding again.  The problem appears to be escalating.

[LizzyFitbit]

Hi @jd010100. It's always great to see you here in the forums!

Thanks for letting me know that your Versa 2's screen doesn't respond correctly, as well for your research in the Community. You did a good job with the restart process and I'm sorry that your watch continues having this issue. I was able to contact our Support team on your behalf and shared your post so they can create a case for you. You'll receive further assistance about this matter via email, keep an eye on your inbox.

[Josie48]

Hi!

I've had this same problem for several months with my 15-month-old Versa. I've tried multiple times to do factory resets with no success. Then, last night, the battery drained completely (unexpectedly; I usually don't let the battery fully drain). I fully charged it this morning, synced it with my phone and the touch screen works again. 

I hope this works for you too. Good luck!

[jd010100]

Thank you for the suggestion. However, my Versa2 stopped working at all
overnight. The display now shows an X and the words that the data had not
cleared and to sync again. It won't sync; the app cannot communicate with
it. Fitbit sent me a return label and I have mailed it back. They will
replace it, not refund. So I am finished with Fitbit.

Janet

[LizzyFitbit]

Hi @Josie48 , welcome on board! @jd010100, it's great to see you here again. I'm sorry for the delayed response.

@Josie48, thanks a lot for sharing your experience with your Versa and helping our friend with your suggestions. I'm sure others will find your post very helpful.

@jd010100, I appreciate your efforts while working on this situation. I understand where you're coming from as your watch should have worked correctly. Our team often checks the forums to gather feedback shared by our members that helps us to improve our products, services and overall environment. While I don't have access to your case, let me suggest to reply back to the last email sent by our Support team so they can provide you with more details about your case.

For any warranty-related inquiry, please check our warranty policies here.

[Kim1069]

I have reset mine numerous times I have unpaired I have uninstalled the app. I have tried everything from the app because I can't swipe to get anywhere on my watch. I purchased the versa 2 a couple months after I had gotten the versa because it did more. I gave my versa to my mother and her is working great. HELP