Versa 2 touchscreen and brightness issues

[robbb]

The screen on my Versa 2 is failing in two ways. First the screen stopped responding to touches, and then the brightness faded to an extremely low level that is impossible to see in bright light.

I have tried restarting it several times, charging it fully, and changing the clock face, but that hasn't helped.

Moderator edit: updated subject for clarity

[JuanJoFitbit]

Hi @robbb, it's great to see you in our Fitbit Community. Regarding the screen issues that your Versa 2 has experienced, I appreciate the time spent trying to get this issue resolved before contacting our forums.

I'd like you to try a factory reset. To do so on your device, follow the steps below:

1. Hold the back button for about 8 seconds. 
2. When the Fitbit logo disappears:

• Release the button briefly (for less than 2 seconds). 
• Hold the button again until they feel a second, longer vibration, which indicates they initiated the factory reset.

After this, set up your watch from scratch.

Finally, monitor the behavior of your Versa 2 and see if the issues get fixed.

Keep me posted on the outcome.

[robbb]

Ok, I tried that, but it's still not working. It was very hard to get those instructions for a hard reset to work, because immediately after the Fitbit logo disappears, the clock face comes up, and then holding the button again just repeats the basic restart, instead of doing a hard reset.

I did finally get the timing to work, but the watch face came up with an extremely faint red X and a message saying "Data not cleared, Sync & try again". Syncing required me to set up the device on my phone again as if it was new, but after the phone app finished setting it up, the device again displayed an error message "Reset failed! Your data was not cleared. Please try again." There is an "Okay" button, but I cannot press it because the touchscreen is not responding. Restarting only returns the device to this error screen. I finally got a hard reset to work again after many tries to get the timing to work, but the same thing happened again. So now I'm stuck at the error message that I can't dismiss.

Btw, I think the hard factory reset instructions would be easier to follow if they were more specific about when exactly to release the button and press it again. The instruction sequence given is not what actually happens on the watch.