Versa 2 touch screen not working.

[Majesta01]

Bought my versa around Oct 2019. Used to work well but now the touch doesn't work, i cant pass the password screen. I only see time and call notifications only 😞  i tried both android and ios but the issue is the same.

Moderator edit: updated subject for clarity

[blackbird4183]

I've had my versa 2 for about a month. Ran good in the first 3 weeks but is now having issues with the touch screen. When the screen works it hangs between screens. Takes several seconds to come out. If I restart it will work intermittent until it fully freezes up again. I don't think its a screen issue. I think its more of the firmware/programming. I took off all the extra watch faces and basically went back to stock and it still has issues. Fitbit needs to find the firmware issue and release a fix.

[Mem11]

If you can get into settings, try changing the Screen Wake from automatic to manual.  That worked for me and at least a couple of others.  Good Luck.

[rlindabury]

If your touch screen doesn't work you can't get into settings. That's the whole point with this thread. 🙂

[mountaintopper]

Did you check your warranty? Go to Fitbit and chat.

Thank You,

Moderator edit: personal info removed

[Nerdyway]

Fitbit replaced my watch at no charge. Very Happy with the replacement.
Used the online help chat. Worked very good with no hassle. I was
surprised and relieved.

[Mem11]

Well actually @rlindabury  it's a little more complicated then that.  Yes, some like you can't get it to work at all.  In my case the screen would stop working, but after shaking my wrist, pressing the button, or after doing a restart it would start working again.  Sometime it would start working after a few seconds, other times it would take up to an hour for it to work.  It got worse and worse as time went on - pretty much would not work everytime I tried to use it.  One time my screen froze on for 12 hours with a green light blinking on the back. It only started again after the battery died and I was able to recharge it.

My suggestions was meant more for @blackbird4183 , the post just after yours.  Their problem sounded more like mine.  I'm sorry your's is completly broken, your best bet is to call customer service - it seems most get a replacement Versa 2 when they do.  Good Luck.

[Majesta01]

Hello Guys,

I had taken a different route to handle this issue, i contacted fitbit via
there twitter support handler and they were very supportive.. The process
involved me sending them a video of how the watch reacts etc, i was to get
a replacement but it wasn't possible as i didn't purchase the watch at
Fitbit selling points or authorized Fitbit reseller (i bought mine at a
duty free shop in OR Tambo, South Africa) and they don't ship to my country
Tanzania 😞
I would advice all affected by this issue to try checking with them via
twitter.

Thanks

[blackbird4183]

Thanks Mem11. Turning the wake on from auto to manual seemed to help so far. It still hangs a little between screens but not nearly as bad. As for a warranty claim, I don't think I have the ability. I bought mine as a pebble only on eBay.

[Mem11]

@blackbird4183 the only other thing I did before changing the wake screen to manual was a factory reset.  If it starts getting bad again, you might want to try that and then change the wake screen to manual.

Like you, I think this is probably a firmware problem and it would be nice if they could come up with a fix.  Especially for those who don't have or are out of the warranty period.

[mountaintopper]

I went online to support and Fitbit replaced mine under warranty after verifying that it was still covered. Your problem may not be firmware. It may be a defective screen. I am 100% satisfied

[blackbird4183]

@Mem11its been almost a day now since I turned the auto wake feature to manual. I put my other 2 watch faces back in and continued to test. So far everything works as it should and the hang between screens has almost completely gone away. Thanks again and hopefully this help others too.

[LB2018]

Thank you and sorry that you couldn't get a replacement.

[rlindabury]

Thanks for the update. I'm trying Fitbit Support on Twitter now hoping for some kind of resolution.

[Disappointed2wo]

I am having the same issues and can’t get help. Customer service was rude and kept ignoring what I was saying

[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. I appreciate your feedback towards the Versa 2 and our Customer Support. 

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.

Hi there @Disappointed2wo. I'm sorry to hear that that this issue continues affecting your Versa 2, as well for the experience with our Support Team. I've seen that they already provided you with a resolution to get you back on track again. If you have any doubts about this, please feel free to reply back to your support case.

Hello @rlindabury. We apologize for the late response to the support case we have created on your behalf with Support Team on May 14th. 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. 

However, if some of you are still experiencing an issue with your Versa 2's screen touch, I suggest to 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.

[Bairnk]

I've had the issue for almost 3 months now - always being told to reset - I can't be doing this 2 or 3 times a day.  Last time I called support, and this may be my last time as I am getting fed up with this simple request of a trade/exchange of your product.  They had no idea there was a screen issue - sounds like good communications in support - does anybody in support read these boards?  I was told to call in every time this happens so they could track it and after 6 or 7 times they could look into an exchange.  I don't have time for this mess.

[Disappointed2wo]

I was finally able to get it resolved after doing an online chat with customer service.  They realized that I had done everything possible and that it was defective.  The online tech support was much better than talking to a rep on the phone.  You may have to wait a while if you try this method but they do listen and will help you and it is covered under warranty.  I preordered mine and it hasn't been out for a year so I know you should have a warranty.  Good luck.

[mountaintopper]

Fitbit Support resolved my problem and I am 100% satisfied. How do I exit this discussion? I have nothing further to add.

Thank You,

Moderator edit: personal info removed

[wa0tda]

I have changed clock faces, restarted, and forced sync - multiple times.
The problem is that the touch screen won't work at all. It had been
intermittent maybe a month after I got it (xmas gift) and gradually got
worse until now it's completely unresponsive. It still works as a step
tracker and for anything that doesn't require the touch screen. Next steps?

Regards,

Moderator edit: removed personal information

[rlindabury]

You want to contact @FitbitSupport on twitter and explain the problem and they will ask you a few questions about where you purchased it and about the problem and what measures you've taken to try to make it work.  Then they'll probably assign you a support case number. After that they'll send email with options to resolve the issue. It might be a free replacement of the tracker part only or they may offer an upgrade at a discount. Good Luck!

I'm still waiting for my options email and my last twitter contact with them was May 15th. I'm looking forward to getting a replacement tracker so I can once again use this product as it was mean't to be used.