Versa touch screen not functioning

[Chrisboy]

Hey all. Today my Fitbit Versa started having issues. The display works fine, but the touch screen aspect of it no longer functions. There is no damage to it. I haven’t dropped it, cracked it, or anything like that. It just stopped working. Is there anything that can be done to fix this or do I have to get a new device? My warranty is up, I believe. 

Moderator edit: updated subject for clarity. 

[LiliyaFitbit · Accepted solution]

Welcome to the Fitbit Community @Chrisboy.  

I appreciate your participation in the Forums and sharing the difficulty you're experiencing with your Fitbit Versa's touch screen not working. Thank you for letting me know that you've been taking care of your watch and haven't dropped or cracked it. Our Support team will be glad to review your warranty options, however I would like to suggest some troubleshooting steps that might help you resolve the issue: 

1. Switch 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?
2. If you haven't done this already, please restart your device by following the steps from this help article: How do I restart my Fitbit device?
3. Charge the watch to 100%.  

Let me know how it goes!

[Chrisboy]

I accidentally clicked the accept as solution button. None of these suggestions worked for me. 

[LiliyaFitbit]

Hi @Chrisboy, thank you for your reply.

Since the issue persists, I'd like you to try a factory reset. Please note that you'll need to reinstall any apps on your device after the reset, and if you couldn’t sync your device, then any data on the Fitbit device will be lost. In order to do the factory reset, please do the following:

1. On the watch, hold all three buttons for about 10 to 12 seconds.
2. When the Fitbit logo disappears, quickly release the bottom right button, continuing to hold down the left and top right buttons (releasing the bottom right button as soon as the logo disappears is time sensitive). 
3. When the device vibrates, release all buttons. 
4. Wait for approximately 1-2 minutes while the device clears all data. Eventually, the Fitbit logo appears and the device boots and displays Fitbit.com/setup.
5. Once the Fitbit.com/setup screen appears, open the Bluetooth settings on your phone and unpair the watch from the list. Then, please set up the watch back to your account with the instructions on this link: How do I set up my Fitbit device? 

Please keep me posted.

[Chrisboy]

I got to step 3 but nothing happened after I let go of the bottom right button. The screen stayed black and there was no vibration. After I let go of the other buttons, the device restarted as it typically would. Am I just missing the timeframe that I’m supposed to let go of the button?

[LiliyaFitbit]

Thank you for the update @Chrisboy. 

I appreciate your efforts. I've sent your information to the Customer Support team so they can get in touch with you and provide further assistance. You should be getting a reply soon. 

I'll be around if you need further assistance. 

[BrittenyF]

I am having the EXACT same issue! My screen is going crazy and I can't do a factory reset. I can't do anything on the watch and its not even a year old. I'm so frustrated! I can't even return it because it was a gift.

[LiliyaFitbit]

Welcome to the Forums, @BrittenyF.

Thank you for joining the thread and sharing that you're experiencing the same issue. I am sorry that you are going through this situation, I totally understand how you are feeling. I appreciate your efforts to resolve the issue. I've sent your information to the Customer Support team so they can get in touch with you and provide further assistance. You should be getting a reply soon. 

If you have any questions, feel free to let me know.

[VillainFNYT]

Im having the same issue with mine. Please help me!! 

[BrittenyF]

I did a factory reset on mine but it ended up having to be replaced. Good
luck!

[LiliyaFitbit]

Welcome to the Fitbit Community, @VillainFNYT. It's nice to see you around, @BrittenyF. 

@VillainFNYT 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. I know they will be glad to help you out and provide you a solution, please keep working with them.
 

@BrittenyF I am glad to hear that you've received a replacement. 

I'll be around. 

[Mfuller6]

I am having the exact same problem with my Versa. The screen will also randomly act as though I have touched it when I haven't and be stuck between two different screens. I've shut it down, done a factory reset, and let the battery drain completely and charge back up to 100%. Nothing has solved the problem.

I've had it for less than a year, and even though I know it can go in water I take it off before I shower and I don't really swim. The screen is not cracked or chipped. So, I'm just a little frustrated that there is no obvious reason for it to have stopped working.

[LiliyaFitbit]

Welcome to the Fitbit Community, @Mfuller6.

Thank you for joining the thread and sharing that you're experiencing the same issue with your Fitbit Versa. I totally understand how you are feeling as you have been taking care of your watch and would like to continue using it without any issues. I appreciate your troubleshooting efforts and would like to confirm if you've tried to change the clock face. Switch 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?

Let me know how it goes. 

[Mfuller6]

I've been using the Layers clock face from Fitbit, but changed it to the Floral clack face by Fitbit and am still experiencing the same issues.

[LiliyaFitbit]

Hi @Mfuller6, thank you for your reply. 

I appreciate your efforts and the additional details. Since the steps you tried didn't work, I've gone ahead and escalated your case to our Support team, for them to take a deeper look at this. Please keep an eye on your inbox for further instructions.

Let me know if you have any questions.

[LCFulmer]

I'm having the same issue; suddenly my touch screen stopped working. I did the factory reset after rebooting it several times and it still don't work. 

I find it very interesting that so many people is having the same issue soon after the Versa 2 comes out. I don't shower w/my watch on, haven't had it a year yet, no scratches, no cracks and I keep it clean. Good thing I still have a Flex 2 so I can track my steps while my Versa is down. 

So I contact Customer Support via Chat and the first thing they want me to do is another Factory Rest, but connect to a different device. SMH having an IT background I can understand using a different device to correct synching issue, but to get the touch screen to work which seems more like a HW issue....nah I can't see connect to a different device making a difference. Now I'm waiting on an email from a supervisor. 

[Sarawilson0429]

I am having the same problem with my versa. I have tried resetting it multiple times, changed the clock face and also charged it to 100%. Screen still does not work. 

[LiliyaFitbit]

Welcome to the Fitbit Community, @Sarawilson0429. It's nice to see you around, @LCFulmer. 

@LCFulmer thank you for joining the thread and sharing the details of the issue with your device and your experience with Customer Support. I understand your concern and appreciate your feedback. Our team is always working on improving our devices and user experiences, and your comments are always welcome. I am sure our Support team will try to help you in the best possible manner, please keep working with them. 

@Sarawilson0429 I appreciate your participation in the Forums and sharing the issue with your device. Thank you for providing the steps you've tried already. Since the issue persists, I've sent your case to our Support team so they can investigate further and provide a solution. You will receive an email from them soon.

I'll be around if you need further assistance. 

[Dill102707]

I’m having the same issue! It’s so frustrating! Please keep us posted, I hate to have be on the phone with people who don’t understand the real issue and these watches aren’t cheap, they should at least function properly 😩

[LiliyaFitbit]

Welcome to the Fitbit Community, @Dill102707.

Thank you for joining the thread and sharing that you're experiencing the same issue with your watch. I totally understand how you are feeling and appreciate your feedback. Upon checking with our Support team, I was told that you have already contacted them and that they were able to help you. Thank you for your time and efforts. 

Let me know if you have any questions.