Versa frozen home screen

[kate.spin]

HI,

I've had my Versa since December 2018 and it's been good, I unfortunately wouldn't say great because I've had to seek information on this forum more than one. At the moment my screens are basically frozen (in particular the home screen), I can't scroll scroll up or down or tap. The alarm is coming on but then I can't get it off, and the activity isn't logging properly. For example, I was at my desk most off yesterday morning and it said I was active for 86 mins. I noticed that the problems started happening after I removed it from the charging doc. It went to the Fitbit screen (after being black) and finally came back on but I noticed the battery icon was facing a different direction. I tried a factory reset with no luck. It actually won't let me reset anything. . holding the left side button, all three buttons at once, etc. Any suggestions?

Moderator edit: format

[JuanJoFitbit]

@kate.spin welcome to our Fitbit Community! I'm happy to assist you with your Fitbit Versa since it's not resetting and can't turn off the alarm. By the way, thank you for troubleshooting this issue before contacting our forums.

Please try changing the clock face to one developed by Fitbit, not a third party clock face. After this, restart your watch one more time and see if the issues get fixed.

Keep me posted on the outcome! 

[kate.spin]

Hi there. I did what you asked and still no luck. It seems to be a problem with my screen. It looks like it has fuzzy spots down each side and the touch feature just isn’t working.

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[JuanJoFitbit]

@kate.spin I'm sorry for the late response. However, since the touch feature is still unable to work properly, I'll send your case to our Support team so they can investigate further and provide a solution.

You will receive an email from them soon.

Let me know if you have any questions!