Versa 2 touch screen not working and device frequently restart

[rajoba9]

I purchased a Versa 2 in September. My biggest issue is that my device will just randomly restart multiple times throughout the day. Half of the time, my screen is black. When this happens, tapping the screen and/or pushing the button on the left of the device will not activate the screen. This causes problems since I use the alarm to wake me up in the morning. Also, when the screen does turn on, the touch barely works. More times than not, I cannot turn off my alarm when it turns on and I cannot swipe the screen to see my progress or apps throughout the day. I try to hold the button to restart but it does not always work and the problems can still persist the times it does.

I believe I have the most recent firmware (version 35.68.9.15) as it does not prompt me to update on the device screen in the Fitbit app. I have verified sleep mode is off. Any other recommendations or should I just see about a warranty replacement? 

[KaileyH]

This is happening to me as well. My watch hasn’t responded to touch at all today and I’ve restarted it many times. I just got it in February so this is very frustrating!

[D0sntwrk]

I’ve had to contact customer support several times.  Forcing users to resolve bugs by doing a factory reset all the time shows immature software and/or hardware that shouldn’t have been released.  It’s even worse when the device won’t even factory reset forcing users to call the factory.  There are a ton of users reporting this same problem.

[Vtkessler]

It worked! Thank you!

[shelaly]

This was the only thing that worked! Thank you so much. I was able to do this without changing the clock face. I just took it off of wrist and put it back on to prompt the keypad. Thanks again, I must've started 10 times, charged it, took it off, and tried again and nothing worked besides this!

[Vtkessler]

This worked for one day, but now I'm back to the same problems. I will try
a different clock face, but this is very frustrating and disappointing for
a watch that is only 6 mths old!

[Lindsay24]

I am having the same issue as everyone mentioned. I had a Versa 1 that suddenly had a black screen after just over a year of use. Then I "upgraded" to the Versa 2, worked excellent at first except that it never allowed texts to show on it, just as my Versa 1 had done. That seems to be a common problem Fitbit has been unable to fix for several years now. Got the Versa 2 in February and at the end of April it started freezing, responding to touch every now and then and now it just continues to get worse. At first it intermittently did not respond, now it is a constant problem. I have done resets, factory resets, removed apps, new clock faces, and starting up as a new fitbit and nothing has worked. At this point I am more frustrated at the fact that Fitbit has not acknowledged a major problem on their behalf. This appears to be a problem a lot of Versa and Charge owners are facing. However, they do constantly let you know they are aware of an issue with the app not syncing, but not the fact that brand new devices are not working. I did get a replacement, but based on what everyone else is saying the replacement will soon experience this same issue. I have been loyal to Fitbit for 4 years now, however, I have begun to look at Apple Watch as a replacement. I have experienced far too many issues with my Fitbits, that they cannot fix and refuse to acknowledge as an issue. For this reason I even sent back my moms Mother's Day gift, as I had a feeling her watch would soon begin to act up as well. I recommend all you loyal Fitbit users also look to other companies, Fitbit knows there is an issue with these devices and provide no answer, fix or acknowledgement, instead they tell you to reset and then send you a replacement that will again malfunction. 

[Mem11]

@Lindsay24 & @Vtkessler , have you tried going into settings and changing the Screen Wake from automatic to manual?  I did this about 3 weeks ago and now my versa 2 works perfectly, others on these forums have also reported that this method has worked for them. 

You now need to tap the screen or push the button to wake the screen, but I can live with that.  Good Luck.

[Allanaburns]

This worked for me for about one hour then went back to not responding to any touch at all. It’s definitely not a complete fix for the issue.

[Mem11]

@Allanaburns Do you have a Versa or Versa 2?  Sorry it didn't work for you, but it has worked for other Versa 2 users.

[Allanaburns]

The original Versa so like many it can’t be replaced by Fitbit. It seems this trick is only working for a few and only a temporary fix for others with many also noting theirs stops working again after a while.

[D0sntwrk]

Sorry there Fitbit - Calling customer cara all the time is not a fix - It is a sign of a fata bug

Moderator edit: updated subject for clarity

[Mem11]

Again, I'm sorry it doesn't work for you, but the Versa and the Versa 2 are two different devices and therefore it's understandable that a fix for one, may not work for the other.  I really do hope they can come up with something for you, especially since your warranty has run out.

I've read dozen's of threads and have not come across any Versa 2 owner where this fix has not worked for those who tried it.  Of course there are many who's devices are totally frozen and are not able to even get into the settings to try this, but those Versa 2 owners who have been able to get to the settings have all reported that it worked.

If you can direct me to those Versa 2 owners where this was only temporary, I'd be very interested in reading their experiences.

[D0sntwrk]

Thanks for the suggestion - I just changed the auto unlock setting to manual and will report back on what happens.  It's definitely a hassle having to push a button to read the time rather than twisting your wrist like every other watch out there supports, but if the need to push a button to see what time it is fixes the fatal bug where nothing works for hours it's better than nothing.

Fitbit - look at all these users who are having fatal bugs with your product - please fix the Versa 2 before you launch any more products.  Your products are not reliable in any sense.

[SunsetRunner]

I tried switching the Screen Wake to manual from auto in my Fitbit Versa Lite and it seems to have worked. It’s stopped constantly restarting for now. But it is annoying I can’t  just flip my wrist to see the time. There’s obviously some glitches Fitbit needs to work out!!

[D0sntwrk]

@Mem11 - 

Turning off screen auto-wake seems to have greatly reduced the number of times the Versa 2 watch freezes up and won't respond.  It's a hassle to be forced to use two hands just to see what time it is on your watch so this is not a bug fix, it's a bug work around.  Having said this, it's better than a watch that is bricked all the time.  Thanks for this suggestion.

Fitbit - Auto-wake (activating screen when wrist is twisted) is one of the software features causing your Versa 2 product to brick up. Please fix this feature so that it works.

Moderator edit: format

[MarreFitbit]

Hello everyone. Sorry for the delay in my response.

I'm glad to hear that the majority of you are already back on track after following the recommendations provided here or after contacting our Support Team. I must say that I really appreciate all of you are helping each other. However, for the ones who are still working with our Support Team I'd suggest to keep your conversation with them as they know what's the next step to try after everything you and our team have done together.

Please note that our main purpose is to avoid negative experiences to our customers, we're always willing to help and provide troubleshooting steps. Then, if the tracker is deemed defective we review eligibility using the one year warranty option.

Additionally, our products are indeed designed and made to last (this goes for each product component) however, there is not an infallible way to ensure that no issues will be present in the long run. Because of this, our Warranty Policy is set into providing as much coverage as we can.

Hello @D0sntwrk. We apologize for the late response to the support case we have created on your behalf with Support Team on May 11th. Keep in mind that we may need more than 7 business days to respond, due to recent events affecting our operations. Stay tuned of your inbox to the email address associated with this account someone will contact you as soon as they can. 

Please keep in mind that this thread and topic is specifically related to Versa 2 users, if you have another serie from the Versa family, please created a new topic so we can address your issue individually.

However, if you experience any of the following issues:

• Won't sync
• Won't respond to button presses, taps, or swipes
• Charged but doesn't turn on
• Won't track your steps or other stats

Restart your Fitbit as described here: How do I restart my Fitbit device?. Also, please try a force sync on your Fitbit after restarting it. 

I'll be around if you need further help.

[Lindsay24]

Update: got my replacement a few day’s ago.  I didn’t want to set it up until my first versa 2 died. Well the last few days my battery life on my first versa 2 began to drastically decline, only lasting about 2 days. So now to set up the replacement. I just finished Setting up the replacement and as soon as I did the first versa 2 began to respond to touch and work. I’m so confused by all this. Now it’s only been a matter of minutes so maybe it will crash again? Who knows. Would just like Fitbit to fix this bug

[MarreFitbit]

Hello @Lindsay24, thanks for the update about your Versa 2. We're glad to hear that your already received your replacement. 

Please note that we're always willing to help and provide troubleshooting steps when needed. Our products are indeed designed and made to last (this goes for each product component) however, there is not an infallible way to ensure that no issues will be present in the long run. Because of this, our Warranty Policy is set into providing as much coverage as we can.

Let me know if you have any questions present

[Fluffynik]

Can anyone help. I have factory reset so many times and soft reset more times than I can count in many different sequences. I have changed the clock face and tryed locking the device. And my screen is not responding to any touch or swipe. And is showing reset failed constantly on the front screen. This has already been replaced. 

 

[nappybunny]

This doesn't work at all.