Sense touch screen won't work

[Paul1211960]

touch screen is frozen, have reset the watch 10 times no luck. changed watch faces, but still cant swipe up, down or sideways

Moderator Edit: Clarified subject

[eezeepee]

Welcome to the Fitbit community!

By reset do you mean factory reset? Or just restarting by holding on to the side button?

[Paul1211960]

only the side button, I have looked in the app and ant see where to do a factor reset and I cant change my screen on the watch so cant do it there

[eezeepee]

Try this:

• Hold the back button for about 8 seconds. 
• When the Fitbit logo disappears:
• Release the button briefly (for less than 2 seconds). 
• Hold the button again until you feel a second, longer vibration, which indicates you initiated the factory reset. 

[Paul1211960]

was able to do a factory reset but touch screen is still UN-responsive

[eezeepee]

That's surprising. Was it dropped or anything out of the ordinary? Definitely contact Fitbit. If you're within warranty and no physical damage was done, you should be able to get a replacement. 

[Itavizon]

Hi,

Which is the "back button"? In my Sense I only have a "left side button".

Thanks

[LizzyFitbit]

Hi there, @eezeepee and @Itavizon. @Paul1211960 Welcome on board.

@Paul1211960 and @Itavizon Thanks for taking the time to troubleshoot your watches prior to posting. Before anything else, let me share that we don't recommend to perform a factory reset unless advised by a representative from our Support team. This is to ensure the correct steps are followed, and monitor your watch's behavior afterward.

That being said, if after trying the regular restart process the Sense is still unresponsive, I'd recommend contacting our Support team so they can evaluate your options and bring you back on track. They're available via chat and phone, just click here to get connected with them.

Have a good one.

[eezeepee]

@Itavizon Yes it's the same button.