Versa screen unresponsive

[ainsleym4]

My versa screen has become unresponsive to touch. I am able to use the buttons, however I am unable to get the screen to swipe to allow me access to the settings to perform a reset. The battery went flat 2 days ago and I thought it was purely not responsive due to a low battery, however now it has been fully charge, it is still not responding. Any tips?

[NellyG]

Try restarting it several times. If it is still unresponsive do a factory reset using the buttons (see below). If still unresponsive after trying that then you will need to contact Support (link in my signature). Let us know how you go 

Restart your tracker

FACTORY RESET USING BUTTONS
On the watch, hold all three buttons for about twelve seconds. This triggers the 2-button hardware reboot after about eight seconds.
- When the Fitbit logo appears, then disappears, release the bottom right button, then continue holding the left and top right buttons until you feel a strong vibration. This indicates the factory reset was initiated.
- This process may take several seconds, and eventually, the Fitbit logo appears and the device boots and displays go to Fitbit.com/setup.
- If you fail to release the bottom right button in time, or otherwise don't follow the procedure precisely, the Fitbit logo reappears quickly and boots without factory reset.

If the device turns on, please go back to the Fitbit app and setup your device back to your account with these steps. Make sure your watch is plugged into a wall plug or a computer, next to the router and that there are no other trackers or devices with Bluetooth on nearby when setting up.  Please log into your account, go to account on the upper right corner, there look for "setup a device" and tap on it. Follow the instructions on the screen and let the watch charge for 2 hours.

[AlejandraFitbit]

Hey @ainsleym4, welcome to the Forums and @NellyG thanks for the input.

I would like to know if you followed our friend's recommendation? Are you still having issues with your Versa turning on?

Hope to hear from you soon. 

[ainsleym4]

Thanks for the advice Nelly. I tried all solutions you suggested however they have not resolved the issue. Thanks anyway!

I have managed to do a factory restart, but it now will not allow me through the Quick Tips stage of the set up as the screen is not responding to touch. Should I be returning my device to the store?

UPDATE:

Device returned as faulty and replaced!

[AlejandraFitbit]

Thanks for the information @ainsleym4. I am glad to hear that your watch was replaced. If there is anything else we can help you with, do not hesitate to let us know.

Happy stepping! 

[Frakep]

I just used the hold down 3 button trick. It works! I did not have to do the reset, the screen came up within a few minutes with everything still intact the way I had it. So cool thank you!

[AlejandraFitbit]

A warm welcome to the Community @Frakep.

I am glad to hear that the instructions provided here worked for you and that your watch is now working properly. If there is anything else we can help you with, do not hesitate to post it.

Keep the stepping up! 

[Dhruti22]

I stay in india. I have a Fitbit Versa. I have been using it for just a month and the smart watch started giving problem yesterday. First the screen became distorted. And now it is has become totally unresponsive. I tried restarting it several times but it is not working.. factory reset is not possible because the screen is not working. Please help 

[Dhruti22]

I have tried restarting the phone. I have done the hard reset but still there are distorted lines on the screen Sometimes, the screen is non responsive. Sometimes it doesn't start and if it does there are vertical lines on it making it impossible to use. What should i do? I have mailed to fitbit but they haven't responded yet.

[cswilly]

---

FACTORY RESET USING BUTTONS
...
- When the Fitbit logo appears, then disappears, release the bottom right button, then continue holding the left and top right buttons until you feel a strong vibration. This indicates the factory reset was initiated.

...

The three-button trick worked for me, but there was no factory reset (no strong vibration either).

Backstory:

My Versa was acting strangely for a few days with the screen become less responsive. It also had two unrequested reboots. Finally, after a full charge, it went to zero change in 2 hours.

After charging to 40%, I did the two button reboot about six or so times. The phone then would either boot-loop, block at the logo, or start correctly but the screen was 100% unresponsive. The hardware buttons worked and the sync to the phone worked.

I then found this thread and did the three button solution. Not factory reset even after following the instructions until my two fingers hurt (left button and top-right button). When I eventually released the buttons the phone restarted. It seems to be unresponsive to hardware buttons and screen taps. 

I then repeated the three button solution exactly as before. This time the watch started and the screen was responsive again. The watch was still paired and syncing with my phone. After two hours, it is still working correctly.

It seems the three finger salute did something, if not a factory reset. Fingers crossed my lovely Versa is remains fully mended. 

[Deriku]

This exact issue happened to my Versa. I got it November 2018 and it was working perfectly until last Sunday when the battery got drained. I charged it as usual and wore it before going to sleep. Woke up and it was unresponsive. Charged it and it was still unresponsive. I did all the tricks in this thread. Was able to hard reset, it opened and it was factory reset with the default clockface but it was still unresponsive. I fully charged it but got drained again after ~6hours. I finally called support and told them all the troubleshooting I did. They verified it is still under warranty so they are now sending me a replacement. They said it will take 5-7 days.

I really love my Versa and I’m bummed I will be without one for a week but I’m happy that the replacement process was easy. Hopefully you get yours as well.

[cswilly]

For me reset worked for a few days. But in the end, I had to do the same as @Deriku and have Fitbit support replace my Versa. It was shipped quickly. 

[CynthD]

Did you ever get resolution? My touchscreen is still unresponsive and they said they will not replace it. I cannot factory reset because I cannot touch the screen.

[Deriku]

Sorry to hear about your issue. Mine was replaced because it was still under warranty. It took a week for the new unit to be delivered. You can try the hard reset by pressing all 3 buttons at once. There is another post earlier in this thread that describes that process. That didn’t work for me but I was able to reset it by trying to swipe (a lot of times) until I got to the reset option on the screen - my screen wasn’t responsive so it took a while (and about a hundred swipes) for me to even get to the first set of icons to the right. I hope you solve your issue soon!

[CynthD]

Thanks. I have tried rapid swiping without success... I pre-ordered the
versa so I had it when it was released, so I've had it since April of 2018.
Just thought it would last longer.

[Daysleep]

I’m in same position as you and now unsure whether to buy same watch in case this happens again or move to another smart watch or Apple Watch : ( 

[CynthD]

I'm waiting for the rumored New Samsung smart watch.... I don't want to buy
another Fitbit when they only last a year.

[SciDocLo]

I also have faced the same unresponsive touchscreen.  My Versa also goes in and out of the restart mode, on its own.  I have done the factory restart several times, and no improvement in the situation. 

What's worse is that I called customer service to explain my situation, and they would not offer a replacement since my Versa is two months past the one-year warranty.  I'm very disappointed with this product, and since I have had other previous fitbits that have died just after a year/the end-of-warranty date, I will likely just move on to the Apple Watch 🙄 I love the fitbit community and interface, but the hardware and customer service hasn't been good to me.

[CassiB]

It did not work, fitbit versa still unresponsive to touch.

[DaveATX]

I have had the same problem - twice  The screen essentially stops working.  I can see a faint portion of the screen at the very top.  The watch is actually still working as evidenced by my phone app.

This is the second time this has occurred to me.  Fitbit replaced the first watch under warranty.  My second watch is only 6 months old - but it's warranty was based on the original watch - so now it is out of warranty and luck.  

I am looking at Garmin and Apple.