Versa touchscreen not working

[amylou4788]

I have had my Versa for almost a month now and it has started to have a few issues as follows:

• The screen will not light up on its own anymore when I wave my wrist up to check the time, I have to touch the buttons for it to display.
• The right side of the touch screen will not allow me to select, I can press the bottom right button to select what is on that side of the screen but cannot select any symbol that may appear on the top right such as the finish flag on a workout.
• It will no longer display my notifications, the notifications are all set up correctly through the app but for some reason it has now decided to stop working. It was displaying my notifications initially when I set it up.

Thank you

Moderator edit: subject for clarity

[SunsetRunner]

---

@amylou4788 wrote:

i have had my versa for almost a month now and it has started to have a few issues as follows:

- the screen will not light up on its own anymore when i wave my wrist up to check the time, i have to touch the buttons for it to display.

- the right side of the touch screen will not allow me to select, i can press the bottom right button to select what is on that side of the screen but cannot select any symbol that may appear on the top right such as the finish flag on a workout.

- It will no longer display my notifications, the notifications are all set up correctly through the app but for some reason it has now decided to stop working. It was displaying my notifications initially when i set it up.

Thank you

---

For the Screen Wake problem, make a long press of the left button to reach the Screen Wake settings and select Auto.  Then, for the other problems, try a Restart and do it several times if necessary.

[Voltron]

I'm experiencing the exact same problems and now my Versa doesn't work anymore. It was fully charged this morning, and now its completely drained (9:00pm EST)

[amylou4788]

Thank you i fixed the notifications and screen wake issue but after nearly a dozen restarts the swiping of the screen etc is still not working. Looks like a visit to the store tomorrow.

[SunsetRunner]

---

@amylou4788 wrote:

Thank you i fixed the notifications and screen wake issue but after nearly a dozen restarts the swiping of the screen etc is still not working. Looks like a visit to the store tomorrow.

---

Amylou, sorry to hear the restart didn't fix.  How about trying one more thing before going back to the store? Try a Factory Reset by swiping left to Settings, scroll down to About and scroll down to Factory Reset.  That will return the Versa to the way it was when you first got it and you will be instructed on setting it up and starting all over again.

[Jbransgrove]

Hello, I am having the same issue in that my touch screen does not work. I have tried reset using the buttons (left and button right) with no joy. I am unable to try the factory reset as I can't scroll on the screen to get to the options. Are there any other options or do I need to return it?

[SunsetRunner]

You can do a Factory Reset with buttons alone by following CAREFULLY the following instructions:

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 your first try is unsuccessful for some reason, try again.

[AlejandraFitbit]

A warm welcome to the Community @amylou4788, @Jbransgrove, @Voltron it's great to see you around and @SunsetRunner thanks for stopping by.

I appreciate the efforts in trying to fix the touchscreen issue you are having. @amylou4788 and @Jbransgrove, since the troubleshoot provided 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.

@Voltron I would like to know if you have already contacted support, have they offer you a solution?

Hope to hear from you soon. 

[mj70914]

Can you add me to this escalation as well please? I have tried all the methods listed above. My screen went black after going through a series of workout screens and has not been restored in several days. The app indicates it is fully charged and tracking everything and I feel occasional vibrations from it, I just can't see anything! Thanks.

[AlejandraFitbit]

Hey @mj70914, it's great to welcome you.

Thanks for troubleshooting this by yourself. I would like to know if you have contacted our support team, have they offer you a solution for this?

Hope to hear from you soon. 

[SunsetRunner]

It feels like I will be posting an issue on a weekly basis. The new issue on the replacement unit to report this week is the swipe not working in order to access my music or other apps. Alejandra, the instructions provided for this recent issue didn't fix it. Last week it was the stuck on install, which I was able to get it done after letting the unit completely die and recharging. The Versa has been the worst investment I have ever made. Can Fitbit get it together already!

[SunsetRunner]

Jen, do a Restart and do it several times if necessary.

[SunsetRunner]

I shouldn't have all these issues with these Versa's!!!! It's very
frustrating that I've spent $200 and have had it already replaced and
working on another replacement!!

"Let's not love with words or speech, but with action and truth." -1 John
3:18-

Moderator edit: personal info removed

[AjEld]

After my last charge I have lost the touch screen function. I can no longer click through from steps to HR to fat burn. It is stuck on fat burn. I cannot scroll up or down, side to side on screen. I am not receiving notifications although they are set to ON. I have tried resetting with the left and bottom right buttons which has worked for me in the past. It does not this time. Any suggestions without a hard reset?

Moderator edit: Subject for clarity  

[HeydyF]

Hey @AjEld, let me give you a warm welcome to the Community! The behavior of your Versa sounds indeed odd, and thanks for trying to restart it. Since your Versa still stuck, I have escalated your case so our Support team can take a look at it and help you out. So please keep an eye on your inbox. 😉 

Let me know how it goes!  

[Majtom16]

This doesn’t work. My Fitbit won’t facirry reset

[AlejandraFitbit]

It's great to see you here @Majtom16.

Thanks for troubleshooting this by yourself, I've checked with Customer Support and they've mentioned that you already have a case with them, please continue working via email, this way they can provide you with a solution.

If you need anything else, let me know. 

[Sbryant20]

My Versa will not swipe any direction! I've reset it multiple times, synced it a hundred times, and factory reset with tech support assistance but nothing is working!

[N8teGee]

Sounds like there may be a fault with the display. Did you contact support using the following link and available options? Hopefully you will be able to claim a replacement under warranty. 

[Tt04]

Anyone else having trouble with the screen on the versa? Its still counting steps and monitoring sleep etc as it should. But the screen is completely unresponsive to touch. All it allows me to do it press the buttons to open alarms. Which cant start any as the screen stopped working. Also the ladt few times i have put it on charge i have clocked over 100,000 steps.. which throws everything out on the leaderboards.. it was fine up until a few weeks ago when the ghost steps started. But since charging it the last time the screen seems to have died