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

[MarreFitbit]

Hi there @FernandoPetri, welcome to the Community Forums. I'm sorry to hear that your Versa 2's screen isn't working. I appreciate you've taken the time to troubleshoot it prior to posting here. 

I've created a case to get you in contact with our Support Team about this. They will be able to work with you and review your options. Please keep a lookout in your inbox to the email address associated with this Fitbit account. Note that due to recent events affecting our operations, support options are limited and wait times are longer than usual. We hope you get back on track soon.

Hello @EGE2020, I'm sorry to hear you go. Please don't hesitate to reach out to us if there's anything else we may do for you in the near future. Have a good day!

[EGE2020]

*Hi,*

*I have already gone through Fitbit Support (twice). Apparently my Fitbit
cannot be fixed. They offered a discount for a new one. *

[Allyjabo]

Got my versa 2 in Dec 2019. Screen has not been working  intermittently since. Restarts have helped in the past, up until the last 2 weeks. I've restarted it multiple times as suggested above and changed the clock face too. I have tried to start a support chat, but redirects me to a page where it can't load? This device is basically useless to me at this point.

[ZeynepT]

Hi,

I have the same problem with everyone. My touch screen doesn't work. I tried everything you mentionned. I restarted, I changed the clock face, I turned off quick view. But It doesn t change anything. I still I can not access to the settings on my device. So I can not reset the factory settings. What should I do?

[EGE2020]

Allyjabo, contact Fitbit directly. You are most likely still in warranty
and can get a replacement. I was out of warranty unfortunately.

[Sheetal123]

Thanks a lot
because it was under warranty i m getting the replacement.

[MarreFitbit]

Hi there @Allyjabo, welcome to the Community Forums. I've seen that you've got in touch with our Support Team after posting here and they've helped you to get your issue solved.

Hello @Sheetal123, thanks for stopping by. We're glad to hear that you're getting a replacement after contacting out team. 

Hi @ZeynepT, welcome to the Community Forums. I'm sorry to hear that you're going through this situation with your Versa 2's screen. I've created a case to get you in contact with our Support team about this. They will be able to work with you and review your options. Please keep a lookout in your inbox to the email address associated with this Fitbit account. Note that we may take a bit long to get back to you due to recent events affecting our operations, support options are limited and wait times are longer than usual. 

Let me know if there's any questions present. 

[Kevin_R]

Hi there,

I purchased a Versa 2 back on December 2nd and the screen is not responding to touch.  I've performed the recommended steps to mitigate the issue and updated the software, but it is still not working.  Please kindly advise.

Thanks!

Kevin

[hikeaway]

I removed all the application installed in the watch using phone app and now with only 5 app icons watch is running like a charm including responsive touch screen.

Current set of apps icon available in the watch are

1. Exercise

2. Alarms

3. Weather - only 2 locations 

4. Settings

5. Clocks - only 1 default clock face.

Rebooted, pushed the latest update and thats it. Now it is working like almost brand new. Hope this helps. Good luck.

[basscraft]

contact fitbit via chat , they will walk you to troubleshoot , most likely
if not resolved they will replace it with a new one . It happened to me and
so far is working fine, they must have had a bad batch because te seems a
recurring issue.

[KatyKat5]

Bought my watch in February, and it began doing this in May. I was issued a replacement and now the replacement is doing the same thing. The touchscreen just stopped working. I can’t swipe in any direction or go to apps. I bought this to track my exercise and now I can’t do that at all. And this was supposed to be the replacement to the broken one. I am so disappointed with the $250 I spent. 

[MarreFitbit]

Hi there @hikeaway, thanks for getting back and sharing your workaround. Let me know how it goes in the next couple of days.

Hello @basscraft. I'm glad to hear that your replacement is working fine so far. I'll be around if there's anything I may do for you.

Hey @KatyKat5, welcome on board. I'm sorry to hear that you're going through this situation with your replacement. I'm here to help you. 

If you haven't done so yet, please try the following steps:

1. Switched 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? 
2. You've restarted your device by following the steps from this help article: How do I restart my Fitbit device?

3. Tried to change the Screen Wake setting to manual, you can find the steps to do it in this help article: How do I see the time on my Fitbit device?

If those steps don't work, would you mind trying what @hikeaway recommended here?

Let me know the outcome. 

[Aturn22]

I have done all the suggestions and it still doesn’t respond. Please advise.

[Ityagirladdie]

I did that and then did the new update and my Fitbit started working again it was more of a miracle and I did not know how

[MarreFitbit]

Hi there @Aturn22, welcome here. Thanks for letting me know that you've followed the troubleshooting steps provided in this thread. I've created a case to get you in contact with our Support Team about this. They will be able to work with you and review your options. Please keep a lookout in your inbox to the email address associated with this Fitbit account. Note that we may take a bit long to get back to you due to recent events affecting our operations, support options are limited and wait times are longer than usual. We hope your issue is solved soon.

Hey @Ityagirladdie, thanks for the update. I'm glad to hear that you're now back on track. 

I'll be around if there's anything else I may do for you all.

[KatyKat5]

Hello @MarreFitbit 

I did as you suggested: changed the clock face, restarted, turned on manual wake, and it still did not work. I also did the suggestion with deleting apps and that also did not work. 
I took it a step further and removed the versa from the app and completely rebooted and reconnected it and still the touchscreen is not working. I have noticed that it is also not counting “floors” anymore either. 

I checked, and it does not have an update either.

This is all on my replacement Fitbit for my original whose touchscreen stopped working. 

[MarreFitbit]

Hi there @KatyKat5, thanks for getting back. Thank you so much for following the recommendations provided, I've created a support case on your behalf - you should receive an email from Customer Support at the email you used to register with the Community forums. If you have any questions, don't hesitate to let me know. 😉

[KatyKat5]

Thank you, @MarreFitbit ! 

Moderator Edit: Clarified subject

[MarreFitbit]

It was a pleasure @KatyKat5!. Have a good day! 

[Vinus]

The suggested solution did not work for me. Facing still same issue. Unable to receive call, navigate to any options. Please resolve