Versa won't swipe

[BabsE]

I've only had my Versa for a few weeks but it has stopped scrolling, so I can't check my stats while on the move unless I use my phone. Any suggestions please?

Moderator edit: subject for clarity

[SunsetRunner]

Try a Restart and do it several times if necessary.

[AlejandraFitbit · Accepted solution]

Welcome to the Community, @BabsE and @SunsetRunner, thanks for the input.

I was able to see here that our friend @SunsetRunner provided some instructions in order to fix this swiping issue. Was this the answer you were looking for? If it was, I recommend marking the answer given as the best answer. By doing this, other users with the same inquiry will be able to find a faster response.

Now, if your inquiry/issue wasn’t resolved, let me know and I will be glad to help you out. 🙂

[valeriedale]

Thanks for this information. I restarted my Versa Lite and am now able to swipe again.

Awesome!!

[AlejandraFitbit]

It's great to see new faces, @valeriedale, welcome!

Thanks for trying the steps provided in this thread, it's great to hear that they worked. If there is anything else we can help you with, do not hesitate to post it.

Happy stepping! 🙂

[Drclems1978]

How do I restart?

[SunsetRunner]

See post #2 in this thread.

[AlejandraFitbit]

Welcome to the Forums, @Drclems1978 and @SunsetRunner, appreciate the help.

If you want to restart your device, I recommend following the steps in the help article: How do I restart my Fitbit device?.

Let me know if you need anything else. 🙂

[BabsE]

Thanks for you reply. It did work however I have since had the same issue time and time again so returned the unit and had it replaced with a new one. So far no issues with this one.

[Baetske]

I have the same issue for several days now, I believe since last firmware update.

After restart it works, but after a few hours it is again disabled.

This time I've shut down completely and started again, it works again, but I'll see for how long.

If it's disabled again tomorrow morning, I'll too have to go get a replacement.

[AlejandraFitbit]

Thanks for your participation in the Community, for troubleshooting this display issue and I am sorry for the delay in respond.

@BabsE, it's great to hear that you received a replacement and @Baetske, good to know that the instructions provided worked. If there is anything else we can help you with, do not hesitate to post it.

I will see you around. 🙂

[Baetske]

@AlejandraFitbit 

Sadly enough...
I didn't have time to respond, and couldn't find the right thread, but I had no success at all. It even got worse, now the swiping works for about an hour or two and then reboot is necessary. I even tried to reset to factory settings, but "Versa says no". I've been doing some search online in other threads though and the only result given there is to contact customer support, which I intend to be doing next week, or you must be able to pass this on.
I bought the Fitbit Versa (FB505GMBK-EU) on February 18, 2019 at Media Markt Schoten, Belgium. It's happening in my opinion since the last firmware update I installed december 17th 2019.
Other watch-faces don't help either. Version of the today-app is 70.7.14z.

[valeriedale]

Mine has been doing the same thing. After I restarted using the posted
instructions, I noticed many times the swipe function stops working. And
this also started after the last Versa firmware update. The developers need
to fix this issue.

[Baetske]

@valeriedaleThat's why I hope @AlejandraFitbit passes it on to the customer service. I won't have time before next week to do so.

[Twcshelley]

I have been having the same issue with the touch screen becoming non-responsive and watch randomly resets. I have reset the watch several times, but the issue returns within several hours. A full shutdown generated the same results as the reset. The watch is less than 6 months old and the issues appeared to start after the last firmware update. 

[valeriedale]

After my initial post, I have had to restart my Versa Lite at least once per day. I have even turned it off for several hours, then restarted it only to have the Swipe function stop working after a period of time. Again, restarted to be able to activate the Swipe function again, which is becoming very inconvenient.

This appears to be a firmware issue as this started after the last firmware update. And I see I am not the only one with this issue as this forum has several complaints of the same thing.

If this cannot be soon fixed, could you please post the email address for Customer Service so I can get a return authorization to return mine, as I bought it from Fitbit.

Thanks in advance.

[Baetske]

@AlejandraFitbit @valeriedale @Twcshelley @SunsetRunner 

As mentioned before, I had to restart several times a day since the latest firmware update on December 17th.

As I'm in the problem solving business myself, I went and did some deduction and testing.

On New Year's Eve eventually I've found a setting in the Fitbit Versa named "Screen Wake" (not "Screen Timeout), which is by default on AUTO(Motion), which means when a certain amount of movement is detected (probably towards a "reading" position, so moved upwards and screen directed to the face), the screen wakes up from the timeout.

Since I changed this setting to Manual(Button) I haven't had this issue any more. The only differrence is now I have to press a button to see what time it is or what my stats are. For now this is a solution for me.

In the meantime I've already contacted Customer Support to notify them of this problem, which they, appears to me, haven't found any valuable solution for, because they keep telling to restart the watch. Probably a new firmware update will solve this. My case number is "New Case (#33837239)".

I suggest you try this and if succesfull, send them a message to notify them. The more messages they get the better, is what was thought me in my first days as a support desk engineer, because the higher amount of announcements about a certain problem automatically raises the priority to try and reproduce, test and solve a problem.

@BabsEYou appear to have received a replacement. If you get the issue again, what is not unrealistic in my opinion as a support desk engineer myself, you know what to test. And if so, please notify customer support.

[valeriedale]

I chatted with Customer Support and they had me change my clock face to a Fitbit clock face thru the phone app. That alone did not appear to fix the issue but I did set the Screen Wake to Manual as you described in your post. Since the Screen Wake has been set to Manual, I have not had any issues with swipe not working, no restarts on its own. Everything is working and as you posted, the only difference is I have to press the back button to read the time and stats. That, in itself, is a lot better than getting frustrated with it's previous behavior.

[Baetske]

In the meantime, my replacement watch is being sent to me. Let's hope it doesn't have the smae problem after a few months.

[Teagles]

I was able to shut down my versa but now I cant get it to turn back on.  What do I do?