Versa 2 freezing while tracking Run

[Ymacabuag]

This has happened twice in the last two weeks. My screen shows distance and time elapsing as well as pace but pause/run option is not visible. When I touch on the bottom left corner. The time pauses automatically after a few minutes but I don’t see the stop flag in the top right corner. Pressing the button on the side of the watch does not do anything nor does swiping any the screen. The only thing ive been able to do is hold down the button for a restart. This however loses any data from the run except for the short section that was recorded before it froze. 

Moderator Edit: Clarified subject

[RicardoFitbit]

Hello @Ymacabuag, it's nice to see you again participating here in the Community Forums.

Thanks for bringing this to our attention and for trying some troubleshooting steps before posting over here. Since our restart process didn't fix this situation, can you please let me know if this is occurring just when you're tracking an exercise or it's completely random? When was the first time you experienced this situation and how many times since then? Are you tracking your exercise directly from the shortcuts or with the SmartTrack auto-recognition feature?

Looking forward to your reply.

[Ymacabuag]

It seems to only be happening when I am tracking an exercise,
specifically a run. It happens when I am in run mode and I have noticed it
at the end of my run when i try to end. i don't see the pause option on the
screen or the flag to end the run.

Yvette

[RicardoFitbit]

Your update is appreciated @Ymacabuag.

Thanks for the details that were shared in your post. Since our restart process didn't solve this situation, I recommend you to try our factory reset procedure following the next steps:

1. On the device, hold all three buttons for about 10 to 12 seconds. 
2. When the Fitbit logo disappears, quickly release the bottom right button, continuing to hold down the left and top right buttons (releasing the bottom right button as soon as the logo disappears is time sensitive). 
3. When the device vibrates, release all buttons. 
4. Wait for approximately 1-2 minutes while the device clears all data. Eventually, the Fitbit logo appears and the device boots and displays Fitbit.com/setup.
5. When the device successfully resets, please use the normal out of the box process of updating the firmware. You can check: How do I update my Fitbit device? for more details. 

Take in consideration that a factory reset deletes any stored data, which includes all data that hasn't synced to your Fitbit account and your applications, alarms, etc. 

Let me know if further assistance is needed and if you have any additional questions.