Sense touch screen unresponsive

[Rathana]

Sence Touch is not working, tried restarting it several times no luck ., By double clicking am able to get the passcode screen but screen is not getting any input.left, right , swipe up and swipe down nothing is working. Tried changing the face of the watch no luck there too

Moderator Edit: Clarified subject

[Gr4ndp4]

Hi, @Rathana , welcome to the community, have you tried to "reboot" your device? This article How do I restart my Fitbit device? explains the process and this video shows you what to expect.

I hope this helps.

Cheers

[Rathana]

I did restart of my watch several times no luck .what should I do now ? The issue is still exist. Can I try factory reset? If so how to do that in this situation since touch  is not working.

[LizzyFitbit]

Hi @Rathana, welcome. It's good to see a new face around.

Thanks for your efforts while working on this situation, as well for trying the suggestions posted above. I'm sorry for this inconvenience. Because the Sense screen is still unresponsive, I'd suggest you to get in touch with our Support team so they can create a case and provide you with further assistance. Click here to get connected with them via chat or phone.

See you around.

[ShannonGarr]

Did you ever get your sense screen to work? If so how? I'm having same problem.  Thanks Shannon 

[LizzyFitbit]

Hi there, @ShannonGarr.

Thanks for joining this thread, I'm sorry your Sense is having the same behavior. While checking your details, I noticed you already have a case created and it seems our team is already providing you with assistance. Please follow up with your email case should you have any further questions, and keep an open communication with them.

See you around.

[Rathana]

Yes. they have replaced it , I had to talk with support team on that. They suggested me to restart fist but no luck, finally I sent my watch to the address which they provided , after a week or so I got my new watch .

[LizzyFitbit]

Hi there, @Rathana.

That's great news! I'm glad you have received your replacement and thanks for keeping me posted. In case you have some spare time, I’d like to invite you to visit our Health & Wellness board where you can find inspiring stories, create your own topics and share the tips that have helped you to live a healthy life. Keep enjoying the Fitbit experience!

Have a good one. 😊

[Shivangia]

Hi @LizzyFitbit 

My fitbit sense is doing the exact same thing. I have tried restarting couple of times but no luck. Could anyone please help?

Thanks!

[Gr4ndp4]

Hi, @Shivangia, allowing you have followed the previous advice I think your best way forward will be to contact "Customer Support,

use Chat or the phone for a prompt response.

Cheers

[LizzyFitbit]

Welcome to the Community, @Shivangia. @Gr4ndp4 Thanks for your continued help!

Thanks for letting me know about your Sense, and the time taken in troubleshooting it. I'm sorry the issue persists and as our friend mentioned, I also recommend contacting our Support team so they can bring you back on track. Please use the link shared above to get connected via chat or phone, and keep an open communication with them.

[Dgreener]

I have the exact same problem with my sense. I just can't control the face at all and have reset it multiple times. Can customer service get in touch please? Thank you, David

[Gr4ndp4]

Hi, @Dgreener, you need to contact "Customer Support"  yourself, use the chat facility or phone for a prompt response.

Cheers

[Demah]

I’m having the same problem. I restarted the sense and removed the device from the fitbit app and rebooted it and still the screen is unresponsive. What is more frustrating is that customers service provided no fix and they said they’d email me with options. Their email was ridiculous. They said since it is out of warranty they can’t replace it and the offered me a 35% discount to buy a new device. Why the hell would I buy another device when I brought the sense for $200 and now it is unresponsive with no solution? What makes no sense is that customer service couldn’t even diagnose the problem and find a fix.

[Naukh]

Hi, For me this the issue was watch face. When I switched to default watch face it worked fine. Some watch faces are problematic.

[Demah]

Hi,

I read about the watch face being the problem. I had the same watch face for 2 years with no problems. But just in case, I also tried changing the watch face and the same problem persisted. 

Thanks

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After trying to change the watch face and the problem still persisting, I tried something as a last resort that worked. Since the weather has been super humid and hot, I suspected that moisture may be the cause of the unresponsive screen even though the watch never touched any water. So I put the watch in a cup of rice for 24 hours to suck the moisture out to see if this may solve the problem. Guess what, this worked, and now the watch screen is responsive again. Although I’m glad this worked, I’m also frustrated that a water resistant watch would become unresponsive from a bit of heat/humidity.

[rae_synch7]

Hi,

Were you within the warranty period for your sense when they replaced it? I’m wondering as I have this issue too. Also did they say what caused the issue? It seems like an issue with manufacturing as I don’t think using the watch could have caused it and I’ve seen many people having this issue with their sense on these forums. 

[Demah]

They never replaced mine because it was out of warranty. They don’t even know what causes this problem. They tell you to reboot, reset, change the clock face, and try a different charger and when nothing works, they either will replace if it’s under warranty, or tell you they can do nothing if it’s out of warranty. I even asked if I can send my watch to them to fix for a fee, and they said they have no such service. After my last post, the watch worked temporarily after puttIng it in a cup of rice for 24hours to suck the moisture out of it. But then the same issue occurred again. Now I have a useless watch that can’t be fixed or replaced by FitBit, such a waste! From this thread, it seems it’s a common problem that they don’t care to acknowledge or find a fix for.

[Coreyrivers]

I had the same problem. When I changed my watch band it started working again. Don’t know if it really had anything to do with fixing it but when I put my old watch band back on it the touch screen started to become unresponsive again. 

[ShannonGarr]

They had to replace my fitbit sense. But thank you