Versa 2 screen is unresponsive

[MLeblang]

I bought my Versa 2 via Fitbit's Amazon store less than 2 months ago and have had no issues until yesterday. I was recording a Tennis workout, and after stopping the workout, the side button became unresponsive. It kept sending me to the shortcut I had previously set up (stopwatch/timer), but only after I tapped it (not held for 2 seconds), and only after a significant delay. Side button would NOT return me to clock screen at all. Tried soft reset, tried factory reset, issue persisted. Updated firmware, no response. Attempted another factory reset and now the unit won't even turn on after being on the charger all night. Help!

Moderator edit: updated subject for clarity

[JuanJoFitbit]

Hi @MLeblang, due to the recent events, I apologize for the delayed response. However, let me welcome you to our Fitbit Community.

I'd like to follow up and help you with your Versa 2 since the screen became unresponsive and it won't turn on. By the way, thank you for troubleshooting this issue before contacting our forums.

In order to avoid providing the same information, let me know how the factory reset was performed. Also, let me know if your watch vibrates when you put it on the charger.

In the meantime, try the troubleshooting steps that are listed in this help article. This article contains the restart process but you can skip it and proceed with the reset. Finally, charge your watch for 2-3 hours and see if it comes back to life.

Keep me posted on the outcome.

[MLeblang]

Hi @JuanJoFitbit, your link just takes me to the landing page for all Fitbit discussion topics, not to a specific article. However, to answer your question: the Versa 2 became totally unresponsive after the second attempted factory reset was initiated. I completed the first reset (and started the second when the first attempt failed to correct the issue) by navigating through the process using the steps shown here. Even after the Versa 2 was left to charge for several hours, it never came back on. The unit does not vibrate when mounted to the charger.

[JuanJoFitbit]

Hi @MLeblang, thank you for getting back and trying the steps you mentioned. I apologize for the previous link. Please check it out again and follow the steps included.

I appreciate your patience and time with this.

Let me know how it goes.

[MLeblang]

@JuanJoFitbit, the unit powered back on after charging for several hours, and I was able to reconnect and update it via the app. However, the original problem persists: pressing the side button accomplishes nothing. I can tap and swipe on the screen, but cannot back out of any application, so it's non-functional. It appears that several factory resets did not work, and any software updates that may have come out since May have not addressed this. Again, this unit was purchased through Fitbit's official store on Amazon and this failure occurred after less than 6 weeks of ownership. Unless Fitbit is willing to allow a trade-in for a functional unit, I will not be continuing as a customer.