Sense touch screen isn't working

[Chris950]

I've had this Versa 3 for a little over a month now suddenly the screen is not responding to touch. The side button works well but the the menu comes up the icons are not responding to touch. I have taken very good care of this device. Its just unfortunate. 

Moderator Edit: Clarified subject

[N8teGee · Accepted solution]

Hi @Chris950.

Have you tried restarting your device by pressing and holding the side button for 10 seconds (until you see the fitbit logo)? Perhaps if it's a software glitch interfering with the screen, this might hopefully fix it. 

[Chris950]

Thank you so much. Its working now.

[NazzS]

Hi were you able to fix it? Mines also stuck and can't get through to customer support.

[N8teGee]

Hi @NazzS

Did you try restarting your Fitbit following the steps posted above? 

Also seeing as this thread is about the Sense, I've moved it to the appropriate board. 

[NazzS]

Hi yes i did restart it a few times as well as did the factory reset but sti doesn't work. And no, mines Versa 3 and not Sense

[DavideFitbit]

Hi, welcome to the Fitbit Community forums, @NazzS. 

Thank you for sharing that you've been experiencing this inconvenience with your Sense watch and that you already tried a few troubleshooting steps to try to resolve it. 

In this case, since yo already tried the restart and factory reset procedure, I recommend that you continue the assistance process with the Customer Support team so they can provide you with further instructions. The best way to get help for this problem is to chat with us online or give us a call. Click here to get connected. If you encounter any problem to get in touch with the Support team via chat or e-mail, please consider calling for immediate assistance. 

Have a good day. 

[Jill_VH3859]

I got off the chat line with customer support 20 minutes ago. My screen is not responding to touch. My sleep mode is stuck. I have done a hard reset 4 times. I have turned off my Bluetooth twice. I have deleted the sense app and reinstalled it and have restarted my phone. 

Customer support said they will be sending me an email soon but I have yet to receive it. 

What is your auggestion? Get a new watch?

JillVH

[DavideFitbit]

Welcome to the Fitbit Community forums, @Jill_VH3859. 

Thanks for confirming that you've been having the same inconvenience with your Sense watch and that you already tried a few troubleshooting steps. 

I've been informed that you have indeed contacted the Customer Support team for further assistance with this and it seems they were able to send you more information about this. Could you please confirm in your spam folder if you've received it? 

See you around. 

[Shihab]

So I recently had the same issue start happening to my Fitbit Sense for no particular reason.

Screen won't respond to any touch input and it will only wake via the side button or motion sensing.

Steps taken to try to resolve:

- Hard reset the device by holding down the side button till Fitbit Logo appears and reboots (did not resolve issue)

- Called customer support and was advised to troubleshooting by trying to change the clock face. (did not resolve issue)

Since my device is out of warranty I was simple given a 30% off code to purchase a new device.

I take really good care of all my devices and Fitbits have a tread where they stop working for one reason or another after a couple of years in my experience since Gen 1 devices. While they are addressed well when under the 1 year warranty, they are not supported after that. 

It's sad to know that every couple of years most Fitbit users are stuck with having to buy a new devices while other products such as Garmin, Suunto, Samsung, Apple have much longer lifespans at the same price range.

I think this time it's finally time to jump ship and move to another brand of fitness tracking device. The only reason I hung on this long was due to some friends being on Fitbit App but they too are starting to move away.

#Painful

[DavideFitbit]

Welcome to the FItbit Community forums, @Shihab.   

Thanks for taking the time to share your feedback and comments about this. 

It is particularly difficult when the device is no longer covered by the warranty, but even tough Support is eager to help with any problem you may experience with the product, they do need to adhere to the official warranty policy, this would start counting from the original date of purchase.

Thanks again for sharing your feedback regarding the quality; comments from users are always useful to continue to improving the quality of products and services. 

[Shihab]

Thanks for your response, David.

What I am saying is that bit bit chooses to use the warrenty card as their way out of fixing devices in this type of a situation. You should ideally have an option to reload the factory settings via a wired method.  Versus through the touch screen. You leave me with an expensive watch that can easily be fixed if we can set it back to factory settings somehow.

The response provided doesn't help me in way other a politically correct public reply. Shame on Fitbit. @google take note please as you've taken ownership.