Versa 2 is not swiping

[Jennay325]

This is my 3rd Fitbit and my first Versa 2...  I had 2 Ionics..  I bought this Versa 2 when they first came out and have loved it!  Now not so much!  The swiping capability is completely gone...  I’ve turned it on and off multiple times with no luck..  I can’t do a factory reboot because I CAN’T swipe!!!!!  Maybe y’all should make it so we can get into the settings app on our phone!!!!  Everyone has said the fix is to get a replacement which I don’t mind trying..  We pay a lot of money for these devices only for them to stop working less than 6 months of having them!  I love this Versa I just want one that won’t break down!!!!!  Fitbit, please help!!!!!!

Jen

Moderator edit: subject for clarity and label 

[dlkidd]

About 10 seconds

[Versa2-user]

Update 5/26/20: There was a firmware update a couple of days ago, and ALL my former glitches have resolved. Including being able to use auto screen-wake, swiping, and connect to GPS. It works like it did when I first got it! Whee!

original post:

Mine started doing this. But now it's even worse. Sometimes no clock face shows, just a blank black screen. Funny thing is, the blank screen does let me swipe, but there's no way to really know if it's on when it's blank. Won't connect to track a GPS exercise on the rare occasion I can get it to swipe (after multiple restarts), it restarts itself MANY times a day, sometimes over and over again. And sometimes when using a timer or stopwatch, I can't turn it off, it just freezes. I sent an email to support but no response so far. Bought this in November.

[Oxa]

Have same issue. Starting couple days ago, it was goes forth and back. And today it is stopped to swiping. Was did 2 steps. The worse things that in mean time I am trying to solve problem with my daughter watch with customer support. Unfortunately the warranty is over. Really get tired. Please Fitbit help.

[NSL123]

Hi, I've done all 3 actions mentioned above.  It still doesn't work. 

I suspect this issue started ever since the app was updated from the previous version. 

Please help.  It is SUPER irritating!

[MarreFitbit]

Hello everyone! I apologize for the late response. I'm sorry to hear that your Versa 2's touch screen isn't working.

Please note that our main purpose is to avoid negative experiences to our customers, we're always willing to help and provide troubleshooting steps. 

I've seen the most of you have already a support case, I'm glad to hear that the majority of you are back on track after contacting our Support Team or after following the recommendations provided in this thread. I must say that I really appreciate all of you are helping each other. For the ones who are still working with our team I'd suggest to keep your conversation with them as they'll know what's the next step to try after everything you have done.

If you're still having difficulties with your watch, please make sure to try the following steps: 

• Make sure to restart (or have restarted) your Versa 2 as follows: How do I restart my Fitbit device? 
• If your Versa 2 is still syncing, switch to a Fitbit clock face if you're using a third party clock face: How do I change the clock face on my Fitbit device?. Don't worry if you cannot see swipe or touch the screen, this process is done through the Fitbit app. 
• Try to change the Screen Wake setting to manual. For instructions, see: How do I see the time on my Fitbit device?

Hope this helps, let me know how it goes. 

[Crashhop]

I have not contacted a support person but have been listening and taking
action to the suggestions that have been posted. I adjusted my watch and no
longer had issues. I have slowly, one at a time returned each of my
settings back to what I originally had when the watch would not respond to
screen interaction. The only setting that is still not reset is the screen
wake. It appears that the watch processor is too busy and locks up with
this feature on. This is very unfortunate, especially during Covid-19, as
pushing buttons is the one thing that we are trying to reduce. From what I
am seeing, it is a firmware issue because when I experience problems, it is
either a screen not responding or a screen that freezes half way between a
screen to screen slide.
Please fix this soon. I have spent a great deal of time and frustration
over resolving this issue.
Stephen

[MarreFitbit]

Hello there @Crashhop, it's nice to see you around the Community Forums. I'm glad to hear that you were able to solve the issue with your Versa's screen. I'd like to give thanks for the feedback you've provided towards our product. Please know that we provide feedback to our team based on community posts and we are always working on improving our devices and overall environment based on that feedback. 

Please don't hesitate to let me know if there's anything else I may do for you in the near future, I'll be around. 

[Versa2-user]

Mine's totally fixed since the firmware update a couple of days ago! Whee! Thanks, Fitbit!

[Ignas_g]

Ok, but what to do if i'm not receiving an update? this situation with a stuck watch on the wrist is really irritating.

[Crashhop]

Whatever device that you sync your watch to should very soon give you a
prompt to get the update. As soon as I opened the Fitbit app on my phone,
it was there for me.

[JuanJoFitbit]

Hi @Ignas_g, regarding your question about the firmware update, I was able to get in touch with our Support team and was told that they will reply to your recent email soon and they'll be happy to follow up and assist you accordingly. Please keep an eye on your email account.

@Versa2-user @Crashhop, I'm so glad to hear that you guys were able to update your Fitbit devices. Thank you for posting the update here. Don't hesitate to get back if more assistance is needed.

See you guys around.

[Billbee]

That’s great. Mine’s still not working despite following instructions. To be fair to Fitbit, I rang them and went through what I tried and they are sending me a replacement.

👍

[NSL123]

I've contacted the customer support and got a replacement since it is still under warranty.  Thank you Fitbit.

[Ignas_g]

Thank you, I'll be waiting for an update from the team.

[JuanJoFitbit]

Hi @Billbee @NSL123! That's great news guys! I'm so glad to hear that you will be back on track with your replacement units soon. Thank you for posting the the updates here. Don't hesitate to get back if more assistance is needed and I'll be happy to help.

@Ignas_g, you are welcome! Our team will reply soon and will take care of your case. I'll be around if you have additional questions.

See you guys around and please stay safe! 😀