Sense 2 touchscreen is unresponsive

[michelebelle]

I'm having several issues with my newest Fitbit Sense 2, purchased in June of this year. One issue is the irregular scrolling. I'm not sure how else to describe it. For example, when I'm trying to set an alarm, I have trouble selecting the hour and minutes because the scroll sometimes won't stop, or won't stop in time. Getting it to stop on exactly 6:00 is nearly impossible. A second issue is that I often have to tap the screen several times before it responds. For example, when ending a walk. I have to tap End multiple times. Then I have to tap Done multiple times as well. And the final issue is that the exercise tracker just randomly starts on its own. I could be sitting at my desk working and the run tracker will suddenly begin without me touching it at all.

I'm not seeing any other threads with these specific problems.

Moderator Edit: Clarified subject

[Ronaldvantwist]

I have exactely the same issue! It’s almost impossible to set times. Also scrolling through menu’s is giving the same problem! Anyone having a solution? Reset tot factory settings does not do anything.

[Bananandrea]

I am also having these exact issues since the last update! 

[EntropicMaximum]

Same here... But instead of a Sense 2, I have these issues with a Versa 4.

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@@michelebell wrote:

I'm not seeing any other threads with these specific problems.

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But I remember seeing someone writing about unresponsiveness in the Firmware-Thread. Maybe people as upset with the general state of the update, that they do not point out these specific issue.

I hope, there will be some update in the near future.

[Jana.Velvet]

I have the same problem... And lately the screen completely stops working for long periods of time... It just doesn't respond to touch at all, while the button still works, it's like the tactile layer is not working. It's extremely annoying especially when I need to switch off alarm in the morning, or switch off exercise but can't *facepalm* 

[MiZo]

I'm also unable to set my alarms... Not only setting for 6:00 is a challenge but once hour set, you are supposed to tap on the hour to go back but very often, it just changes the time you just set.... Took me near 10 minutes to set my time yesterday. It's crazy how bad it is,,, 9 years Ftibit customer...

[Guy_]

Hi

Unless your watch has a physical fault, a watch restart with the button may fix the software fault and if not the last resort factory reset may.

Patience is required for the factory reset which may fail and render the watch useless.

It is a good idea to make a note of the names of any clocks and any special watch settings you use before the factory reset, or replacement, if necessary.

[michelebelle]

I tried the factory reset and the problems persisted. The watch is still
under warranty. I've returned it and fitbit is sending a replacement.

[Rtzar]

Facing similar issues since last few months, even the replacement watch has same issue surfaced after few weeks of usage. Shame on Google/Fitbit to ship such device, and let the issue impact so many of us. I regret buying Google/Fitbit device, and plan to never recommend to anyone.

[LizzyFitbit]

Hi everyone, and welcome to our new members.

Thanks for bringing this to my attention and sharing the steps that some of you have tried prior to posting. I'm sorry that you're having this experience and let's work on this together.

@michelebelle, @Ronaldvantwist and @Rtzar I went ahead to check your information and it seems you already got in touch with our Support team. I'm glad you're receiving assistance and please keep the communication with them, I'm sure they'll continue helping you with all your questions.

@Bananandrea, @EntropicMaximum, @Jana.Velvet and @MiZo Because your posts didn't mention, I'd recommend restarting your watches and changing the clock face to one developed by Fitbit. Please make sure to sync with the Fitbit app and monitor how your watch responds afterward.

[EntropicMaximum]

@LizzyFitbit ,

a restart did not change anything, since I'm already using a clockface by fitbit.

Btw, I'm using "Trails". Maybe this provides any help.

[LizzyFitbit · Accepted solution]

@EntropicMaximum It's good to see you around.

Thanks for giving it a try, and confirming the clock face in use. Because the issue persists, I'd like to get you connected with our Support team. Because I need additional information from you, I’m sharing a link to a form for you to fill out so we can look into this further. This form is only meant for you to use, so please share all the required information and let me know once you’ve filled it out 

[michelebelle]

No further assistance is needed. The watch was replaced under warranty.

[MiZo]

@LizzyFitbit , thank you for your answer. 

Unfortunately it did't change anything. Please note that "internal" applications are the most concerned. Setting alarms, changing preferences, even stopping the alarm in the morning needs a few "taps"...

It's my first Fitbit that has this issue after 9 years !

The watch is only a few months old

[LizzyFitbit]

@michelebelle and @MiZo It's good to see you here.

@michelebelle Thanks for the update! I'm glad that you're about to receive a replacement and I hope you can crush all your goals with it.

@MiZo You're welcome, and thanks to you for trying the steps suggested above. I'm sorry the issue persists and in this case I'd like to get you connected with our Support team. For this, I need additional information from you that would best be shared privately, so I’m sharing a link to a form for you to fill out. This form is only meant for you to use, so let me know once you’re done.

[EntropicMaximum]

@LizzyFitbit I sent the form a few moments ago.

@michelebelle Are your problems resolved, with the replacement watch?

[michelebelle]

Yes, but I'm not thrilled that they sent a refurbished watch to replace a
watch a paid full price for. 🙄

[LizzyFitbit]

Hi there, @EntropicMaximum and @michelebelle.

@EntropicMaximum Thanks for filling out the form. I'm sure our team will continue helping you, so please keep an open communication with them.

@michelebelle Thanks for the update. I'd like to share with you that our teams sends replacements depending on the inventory available in the warehouse. Nevertheless, I understand your point of view and while I don't have access to your case, you can always reply back to receive more information.

[MiZo]

Hello,

@LizzyFitbit Thank you for the followup. And happy new year

Quick update:

I had also a frozen touch screen the other day, no way to give my PIN to pay with the watch... The button was reactive but this time, it was the opposite, no way to use the touch screen.

I "rebooted" the watch that is now using the original clockface. Things seems to be more or less OK which is better than my confidence!

I would like to mention that anyway, I will not be able to use Fitbit products later this year if Google don't fix the issue with Workspace accounts. Because my email will not be able to be migrated despite the fact that it's a gmail account (under Google Workspace). And this will be for my entire family.

I can't understand why Google is killing the Fitbit line of products. I'm a loyal customer but google is pushing me out. Why?

[sumomogg]

This is my exact issue - a brand new device which I have to return to Poland (from the UK) and they advise they will be sending me a refurbished one!!

Not only have I been able to not use a brand new Christmas present they are going to send me a 2nd hand one to replace it!!

VERY unhappy