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Versa 2 touch screen unresponsive in sleep mode

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‎11-10-2019 09:42

‎11-10-2019 09:42

I've been having a problem lately where the touchscreen is unresponsive while in sleep mode. After about 20 minutes in sleep mode I can wake up the watch with the side button but I can't swipe or do anything until I restart the watch. This is super annoying when my silent alarm goes off and I can't turn it off. I've tried several factory resets and the problem persists. Anyone have any experience with this problem or how to fix it? (This is one in a long list of problems. Watch is most likely going back if this can't be fixed)

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‎11-10-2019 11:47

‎11-10-2019 11:47

Just an update for anyone else who may have this problem. I spoke to support and there was no fix so they will do a warranty exchange. HOWEVER- anyone doing a warranty exchange should note that you may not be getting a new device but instead a refurbished "certified" device. Absolutely unacceptable for a defective product less than 45 days old. I just wanted to put that warning out there for everyone who is thinking they are getting a new device.

 

Direct quote from chat support: "... depending on available inventory, we sometimes issue factory-certified refurbished products as warranty replacements. These are typically products that were returned to Fitbit unused for reasons like wrong size and color. This product is tested and determined to work like new, with minimal wear and tear."

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‎11-10-2019 20:21

In response to SydneyB006

‎11-10-2019 20:21

Just a note, a refurbished device, your warranty mentions this, must be clearly marked on the box. Some manufacturers also stamp the unit. 

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‎02-07-2020 22:18

‎02-07-2020 22:18

Did you replacement fix the problem? I have the same thing happening on mine.

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‎02-08-2020 04:20

In response to jakyr

‎02-08-2020 04:20

All, I have found a temporary workaround for this. I say temporary as Fitbit needs to patch this. 

 

This fix works for me. Go to Settings, change the Screen Wake option to "Manual (Button)". The default setting of Auto (Motion) appears to be bugged and causes the freezing.

 

I hope this helps others.

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‎02-18-2020 01:29

In response to SydneyB006

‎02-18-2020 01:29

Hi there, I understand this is several months later but I'm wondering how it was you were able to tell the device was refurbished, or if you could at all. I will be getting a replacement soon after this same issue happened (Feb 2020 they still haven't fixed it) and I will NOT accept a refurbished replacement.

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