Versa touch screen unresponsive

[Ingaouhou]

My Versa touchscreen has stopped working.  The watch still tracks sleep and heart rate, but I cannot swipe to track exercises or use apps.  Occasionally it will begin to work, but within a few hours it becomes unresponsive again.  I have already factory reset and reinstalled the software, yet the problem persists.  It is now unresponsive almost all day.  I think it is the Fitbit firmware.  Please fix this issue so I can use my watch again.  

[LiliyaFitbit]

Welcome to the Fitbit Community, @Ingaouhou. I am sorry for the delayed response.

I am sorry to hear your Versa touchscreen has stopped working. Thanks for trying to resolve this and I am here to help. I understand your concern and recommend doing the following:

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. Please confirm if you've restarted your watch by following the steps from this help article: How do I restart my Fitbit device?

Let me know how it goes, I'll be around. 

[ItsWeez · Accepted solution]

I changed my clock face to a FitBit one, although the one I tried first, Layers, would not complete loading. My screen still would not respond to touch.  I was able to finally get to “settings”, and changed the Screen Wake option to manual.  Doing this has allowed the screen to respond, but I would prefer to not have to manually tap the button to awake the screen to see the time, etc. So, I have a workaround, but not a fix.

[Edgeliver]

changed the watch face, powered down (let it stay powered down for awhile), and still unresponsive. Unable to change “screen wake” setting to manual as suggested by another user.. HELP! 

[Mem11]

@ItsWeez I changed the Screen Wake to manual a couple of weeks ago, but would also prefer it to work automatically... at least it doesn't become unresponsive anymore.  At the time I informed customer service of what I did, so who knows maybe they're looking into fixing this.

By the way you can also wake it up by tapping the screen, much better then pushing the button.

[BikerGrim]

I changed my screen from auto to manual. It's been perfect ever since. The battery lasts way longer too! I used to have to charge my versa 2 every day, I've only charged it once this week and it was at 62% when I put it on the charger!

[LiliyaFitbit]

Welcome to the Fitbit Community, @Edgeliver. It's nice to see you around @ItsWeez, @Mem11 @BikerGrim. I am sorry for the delayed response.

@ItsWeez I appreciate your efforts to resolve the issue watch and sharing a workaround by changing the Screen Wake setting to manual. I understand that this is not convenient to press the button to see the time and other stats. Have you tried to tap the screen without pressing the button as @Mem11 suggested? 

@Edgeliver thank you for joining the thread and sharing that you're experiencing the same issue with your watch. I understand how you are feeling. I appreciate your troubleshooting efforts, you can find the steps to change the Screen Wake setting in this help article: How do I see the time on my Fitbit device?

@Mem11 I appreciate your participation in the Forums and sharing your experience. Thank you for your time and efforts to help other users. Our team is always working on improving our devices and user experiences, and your comments are always welcome.

@BikerGrim thank you for joining the conversation and sharing that after changing the Screen Wake setting to manual your watch is working fine and its battery is lasting longer. I appreciate your feedback and hope you continue enjoying your watch without any issues. 

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

[Ingaouhou]

Thank you for suggesting this workaround.  I followed your directions and switched the screen wake function to manual.  That change fixed the touch screen, and I can once again use my watch to track exercise.  However, as I suspected, that fix also confirms that the problem is a software issue, which will require a Fitbit firmware update to address.  I hope they actually do something to address the problem instead of waiting for the product to become obsolete.

[LiliyaFitbit]

Hi @Ingaouhou, thank you for your reply. 

I am glad to hear you solved the touch screen issue after changing the screen wake setting to manual. Thank you for posting the update here. This information was forwarded to our team for further investigation. Our team is always working on improving our devices and user experiences, and your feedback and comments are greatly appreciated.

Thank you for your patience and understanding while we work to improve your experience. 

Let me know if you have any questions.

[shareefiitp]

My Fitbit versa touchscreen has stopped responding.  I cannot swipe to track exercises or use apps. Occasionally it works, but most of the it goes unresponsive.  I have tried multiple restarts and factory reset, still problem persists.  Please fix this issue at the earliest so that I can use my smartwatch again.  

[shareefiitp]

My Fitbit versa touchscreen has stopped responding.  I cannot swipe to track exercises or use apps. I have tried multiple restarts, still problem persists.  Not able to do hard factory reset also. No physical damage or scratches on the watch.

It should be a software/firmware issue only, but there is no repair support available and I have just crossed warranty period. Any solution rather than throwing my fitbit versa watch?

[LiliyaFitbit]

Welcome to the Fitbit Community, @shareefiitp.

Thank you for joining the thread and sharing that your Fitbit Versa touchscreen has stopped responding. I understand how you are feeling and I am glad to assist you. I appreciate your troubleshooting efforts and the additional details. Have you tried changing the screen wake setting to manual? 

Upon checking with our Support team, I was told that you have already contacted them and that they were able to assist you. Thank you for your time and feedback. Our team is always working on improving our devices and user experiences, and your comments are always welcome.

Let me know if you have any questions.