Versa 2 won't swipe

[SunsetRunner]

All of a sudden my Versa 2 will not let me swipe in any direction. I can't tap to get it to respond either. Have reset it numerous times and changed the clock faces as well. Sometimes it will work after the clock face is changed, but not always, and it always goes back to not working.

Moderator Edit: Clarified subject

[APot]

Hold the button on your watch until it turns off and wait till it turns on

(I had this problem and it worked)

[SunsetRunner]

I tried that and it didn't work.

[MarreFitbit]

Hi there, @SunsetRunner. Welcome to the Community Forums. Thanks for trying to troubleshoot the issue with your Versa 2 before reaching out. 

I've seen you contacted our Support Team before posting here. If the steps they provided you didn't work, please feel free to contact our team back so they can continue assisting you. 

@APot Thanks for stopping by and helping out!

See you around!

[NancyB]

Did you try turning off quick view (motion) setting via APP then resetting Versa to see if manual mode works? If so, turn quick view mode back on to see if the prob returns & report your findings to Helpdesk. Sounds like a software issue. Nothing more frustrating than pervasive probs like yours that don’t get fixed. Good luck 🤞

[SunsetRunner]

I tried that and it didn't work.

[SunsetRunner]

I did contact the support team and lost the connection before I could try and follow the directions they gave me. They gave me a case number and said that the transcript of our chat would be available, but I can't find either of those on the site. Any clues?

[NancyB]

No sorry… have only gotten emails from support & not aware how/if ticket info is avail via APP or web. 

When did this prob start & is there anything you can attribute it to (eg, software update, new phone, etc)? What phone do you have & is the software up to date on it?

Also…how does your screen behave when it’s connected to the charging cable?

[MarreFitbit]

@SunsetRunner The best way to get help for this problem is to chat with us online again or give us a call. Click here to get connected. Have your reference number at hand, they will ask you for it and then, proceed to help you. 

See you around.

[SunsetRunner]

It started about a week ago. I charged my watch and when I unplugged it, it
wouldn't respond. I have a Samsung A51 phone and the software is up to
date. I can swipe at times and not at other times. It still shows all the
stats on the clock face......steps, time, heart rate etc. Sometimes I can
swipe up to see the stats for today. If i try to add water to the water
consumption part.....i can't enter it. I have tried to switch clock faces
and then go back to the one I had and that didn't work. I tried restarting
the watch and that didn't help. When I was on the chat with the
support team, they tried to tell me how to do a hard reset, but I could
never accomplish that. I tried to find the chat transcript, but couldn't
find it. So I guess I'll have to contact support again.

Barry
Philippians 4:13



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[SunsetRunner]

Well that didn't work 😡

Barry
Philippians 4:13

[NancyB]

Did you try putting the charger in a diff charging block (or even a PC)? How about cleaning it to be sure the sensors are clean? If those don’t work either, guess you’ll need to reconnect with the helpdesk 😔

[KC949]

I had this same issue and I called customer care and they sent me a new one out within a week! Didn't say what the issue was and why.

[NancyB]

I assume your Fitbit was still under warranty & that’s why they sent you a new one? Any idea as to what precipitated your issue? Did it occur after you charged it like as Barry’s did? 

[katsim]

That seems to have worked for me.

[yanigil]

My Versa 2 died two days ago but I noticed this same thing happened to me for a couple of weeks before it died. 

[NancyB]

Did it first happen after you charged it or..?? I’m trying to ID potential root causes (eg, new 5G phones, older power charging blocks, iOS 15.4 update, etc). 
I got a new iPhone 13 Pro Max few wks ago & my older non Apple charging blocks & non Apple charging cables do not work w/my new iPhone (which has Fitbit APP on it). I’m concerned there’s some incompatibility issue causing this prob & if Fitbit doesn’t get to the bottom of it, other Versa’s out of warranty like mine could end up fried 😨 

MODERATOR…can you pls forward this thread to tech support for further investigation since it’s happened to multiple people? ‘Once is an accident, twice a coincidence, three times a pattern’. And, the fact KC949 got hers replaced w/no explanation as to cause, leaves me wondering if Fitbit is aware of a potential issue??   

[NancyB]

Any idea as to what triggered your prob & when? And what specifically did you do to fix it? 

[SunsetRunner]

It did happen after I charged it. 

[SunsetRunner]

I haven't a clue what triggered it. It started after I charged it. It has not been fixed as of this date.