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

[LizzyFitbit]

Hi there, @MiZo and @sumomogg.

@MiZo Thanks for keeping me posted. While I'm glad your watch seems to be working, don't hesitate to fill out the form if you continue having issues. That way our Support team can investigate what options are available for you.

Regarding your other question, I'm sorry for the inconvenience with the Workspace accounts. While we don't have more information, please know our team is always open to any feedback from our members as this helps us to keep improving our services.

@sumomogg Thanks for joining this thread and sharing your experience with me. As I mentioned before, the replacements provided by our Support team depend on the inventory available. I see where you're coming from about this situation and appreciate your feedback. My best advice is to reply back to them for any information regarding your case.

[sumomogg]

Hi Lizzy and thanks for replying. To add, I wasn 't advised this was depending on 'inventory available' and it was pretty clear I would be provided with a refurbished item. The RMA email also confirmed this. Anyway, I didn't want to have my brand new/faulty device replaced with a second hand item so fortunately for me I was able to get a refund from the retailer. 

[Ertyui]

Hi, I'm having the same problem as described in this thread, and I feel that a replacement is _not_ the proper fix for it, this is a firmware issue and here is why.

I bought my fitbit sense 2 late last year, all was well and I felt like doing the update. Then, the touchscreen became incredibly irratic. Scrolling through the app list often makes it scroll in the opposite direction. Scrolling left-to-right would often accidentally click a button on one of the panels. The screen turns off in the middle of navigating the menus. Just... really bad.

A couple of weeks ago, I dropped my fitbit and smashed the screen. I bought a replacement screen module, and put it in myself. Everything worked perfectly, and my fitbit was up and running again. What I also noticed, was that the touchscreen behaviour was as-if from before the update, very smooth and exactly what you'd expect/want. So I was double happy I replaced the screen.

I did now notice, that the fitbit app told me to update the fitbit again, which I thought was odd as I had just replaced the screen. I may have accidentally reset some stuff while doing so, but I checked the firmware version on the fitbit and it matched the version the phone tried to update it to. So, I didn't need the update, and ignored it seeing as now the touchscreen finally worked properly again.

And then, in an amazingly annoying twist of events, I put on a screen cover on the fitbit (to prevent it from smashing again), which accidentally pressed the button for too long or something, because the fitbit did a full on factory reset. It then had to link to the fitbit app again, which demanded an update, which I reluctantly agreed to. And, of course, post-update the touchscreen behaviour was an irratic mess again.

To me, this _proves_ that the update itself is broken. And this also _means_ that it can be fixed in another update. So can we please get that? Because I'm now stuck with an irratic touch screen again, and cannot undo the update.....

[Guy_]

HI @Ertyui - did you see the issues in this post "Sense 2 Firmware Update 210.26"

[Ertyui]

@Guy_ I have, I saw one post about screen sensitivity having become worse. Is there anything else you'd like to pass my attention to?

[Mgrn]

I have the exact same issue with a brand new fitbit sense 2 and it started after the update.