Versa 2 touchscreen not working

[LeoMellis]

My Versa 2 touchscreen isn't working. I've done numerous soft resets, but can't get off the home screen by swiping in any direction.

Moderator edit: subject for clarity

[LiliyaFitbit]

Welcome to the Fitbit Community, @LeoMellis. 

I am sorry to hear your Versa 2 touchscreen isn't working. Thanks for trying to resolve this and I am here to help. I recommend switching 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? 

Please also confirm the steps you tried to restart your watch: How do I restart my Fitbit device?

Looking forward to hearing back from you.

[LeoMellis]

Hi Liliya,

I have never installed another clock face.

I did the reset (hold the back button for 10 seconds) but the screen still won't react to a swipe. 

If I push the back button the icons and the date light up, but I can't get to another screen.

[AshtonSpencer]

I am also having this issue, unfortunately. I am currently looking for a warranty return.

[LiliyaFitbit]

Welcome to the Fitbit Community, @AshtonSpencer. Thank you for your reply, @LeoMellis. 

@LeoMellis I appreciate your efforts and the additional details. Some users reported that changing the Screen Wake setting to Manual helps to resolve this issue. You can find the steps to do it in this help article: How do I see the time on my Fitbit device? 

@AshtonSpencer thank you for joining the thread and sharing that you're experiencing the same issue. Upon checking with our Support team, I was told that you have already contacted them. Before considering other options, I also recommend trying to change the Screen Wake setting to Manual. You can take a look at this page for more information about the warranty policy.

Keep me posted on the outcome. 

[NatL0]

I have also been experiencing my touch screen not working.

If I reboot it by holding the button down, it will start to work again -- for awhile, but this typically only lasts a few hours before it stops working again.

I am running the default clock face.

I have tried factory resetting it.

I'm giving this new suggestion of manually turning on the screen to see if that helps.

One thing I have noticed is that when the touchscreen is unusable, the battery seems to drain much faster, when I first got the watch, and the touchscreen worked all the time, I could go almost a week between recharging, now it needs recharged about every other day.

Nat

[Mem11]

Let us know if changing the screen wake to manual worked for you @NatL0 .  Your problem sounds very similar to mine - I made the change a couple of weeks ago and my Versa 2 now works perfectly.  I did like the automatic screen wake feature, but I can live with tapping the screen or pushing the button to wake it.  It does give me hope that this may get fixed, since the moderators are now recommending trying this.

In regards to the battery, since making the change I've been going about a week before recharging and  have about 25%-30% left when I do.

[LeoMellis]

Hi LiliyaFitbit,
Unfortunately I can't change the Screen Wake setting to Manual, as I can't get to the settings page on the fitbit!
I've also allowed it to go flat in the hope that it might re-set itself but it didn't.

[Smulberry]

I am having the same issue, the touchscreen stops working and I have to restart my watch several times throughout the day. I am using a Fitbit clock face and I have the screen wake set to manual. I feel like that recommendation is a bandaid fix to a much bigger issue, I should be able to use the Versa2 with any screen wake setting available without issues. I have reported this issue twice now with no resolution. I am going to request a warranty return and I probably won't buy a Fitbit product again. My last Fitbit product quit synching after having it less than a year, I was thinking about updrading from the Charge to a Versa at the time so I went ahead and purchased my Versa2. Customer support is lacking, to put it mildly. I have tried calling customer support a few times but I have not been able to stay on the line long enough to get through to someone. Sorely disappointed overall. 

[LiliyaFitbit]

Welcome to the Fitbit Community, @NatL0 @Smulberry. Thank you for your reply, @LeoMellis. It's nice to see you around, @Mem11. I am sorry for the delayed response.

@NatL0 thank you for joining the thread and sharing that you're experiencing the same issue with your device. I appreciate your efforts to resolve it, let me know if changing the Screen Wake setting to Manual helps. 

@Mem11 I appreciate your participation in the Forums and sharing your experience. I am glad to hear your Versa 2 works perfectly now. Thank you for your time and feedback, our team is always working on our products and services, and your comments are always welcome. 

@LeoMellis I am sorry to hear you continue experiencing difficulties, thank you for your efforts. Upon checking with our Support team, I was told that you have already contacted them. I know they will be glad to help you out and provide a solution, please keep working with them.

@Smulberry I am sorry to hear about the issues with your watch. Thanks for trying to resolve this and for your feedback, I totally understand how you are feeling and I am here to help. Since you've had difficulties contacting our Support team, I've gone ahead and sent your information to them for further assistance, you should be getting a reply soon.

Let me know if you have any questions.

[NatL0]

Putting the device in manual mode appears to be working. I have not had it freeze since doing that, and I might even get away with waiting until tomorrow night to charge it, but will do so tonight. I don't like that I have to go manual mode, but at least it's workable.

[LiliyaFitbit]

Hi @NatL0, thank you for your reply.

I am glad to hear that putting the device in manual mode appears to be working. Thank you for posting the update here. I understand how you are feeling as you would like to continue using all features. Thank you for your understanding while we work to improve your experience.

I'll be around if you need further assistance. 

[evokvf]

I am also having this issue. I have to restart my Versa 2 to use anything in the menu. I have gone back to a stock face, unpaired and repaired, restarted Bluetooth and some three factory resets. I am waiting for a response from support for my case that was opened 5/12.

[MarreFitbit]

Hello there @evokvf, thanks for stopping by in the Community Forums. Thanks for continue reporting the issues you experience with your Versa 2 and also for every single step you've done already. I'm that this issue continues affecting your stats.

As for the support case, we apologize for the late response to the email that our Social Media has created on your behalf on May 15th. 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 reply to you as soon as they can. 

Let us know if you have any questions present.

[LeoMellis]

Months after notifying you and the Support team, the silence has been deafening.
No-one has responded to my request for a replacement device, or attempted to contact me to discuss.

You guys are a joke.

Please contact me now. I expect a response. Your excuses are wearing thin.