Versa 4 keeps turning off

[Jenistex]

I purchased a Versa 4 a week ago from Amazon. When I received it, I was unable to go through any setup because the screen would turn off as soon as I would touch it. A few hard reboots did not help. I tried speaking with someone from Fitbit to troubleshoot but did not get any help. I returned the item to Amazon in exchange for another. I got this new one two days ago. The Versa 4 worked fine until recently. While it is not as extreme as my previously received defective Fitbit, the screen continues to shut off as I touch it.  This made what should have been a quick setup of an alarm turn out to take several minutes because the time would spaz and scroll super quickly out of nowhere or the screen would shut off. I have done a few reboots but no hard reset just yet. Anyone else seeing this issue and have any troubleshooting steps before I return this one too?

Moderator Edit: Clarified subject

[Guy_]

Hi @Jenistex - this can be annoying but if you go to the watch Settings, Display, you can set the timeout to more than the default 6s which might help.

[Jenistex]

Thanks for the help!  I tried that (set to 20 seconds) but I’m not seeing much of a difference.  Here’s a video of what is happening: https://youtu.be/KoOQhoHNdG0

[Guy_]

Thanks @Jenistex , a good video, it demonstrates something a bit odd indeed. Here are a few things.

If you use a finger nail the screen doesn't respond well to touch, try with the soft part of you your finger to get a better response.

Try pull down the watch face from the top to get to Quick Settings and make sure you have all icons off, just in case.

Try holding the watch button for 10 seconds till it vibrates and the logo appears to restart it, this may help, and strangely it could be related to the watch face you are using, perhaps so try using another clock face.

[Sehardi]

May I ask what is the difference in a hard reset compared to a reboot?

[Guy_]

Hi @Sehardi - you can restart the watch as mentioned, or do a Shutdown from the settings.

Or you can do a factory reset, with the button or via the watch settings menu which as the name implies wipes everything off the watch and makes it like when you first got it and you will need to reinstall it completely.

[Jenistex]

Thank you for the help!  I am using my finger to touch the screen, but it’s possible my fingernail may be touching the screen. I’ll be more cognizant and see if that helps.

All icons are off, phone has rebooted, and the clock face has changed (all my clocks are by Fitbit, by the way). Unfortunately I’m not really seeing much of a change.

I feel like I got another dud since the problem has occurred on two different devices.  Very frustrating at this point - I’m hesitant to have it replaced with the same model yet again to find the same problem. I had a Versa Lite before the upgrade and never had any issues, or else I would have blamed user error. 

[Guy_]

@Jenistex - the video you made does seem odd, couldn't replicate the issue on my Versa 4, so it could require a factory reset and complete setup again, can be done through watch Settings, About Versa 4 menu.

The Versa Lite was a great watch not all the features are found on the Versa 4, a Versa 2 or 3 may be a better match unless there is something specific you need the 4 for. As the Versa 4 is new some things don't work as they should or are not there at all.

[Jenistex]

I've been chatting with support and did another factory reset yesterday.  Here is a video of how the Versa 4 is behaving:  https://youtube.com/watch?v=UpZ55OQWOKc&feature=share

[Guy_]

Nice video @Jenistex - it looks like you installed the same clock face you were using before the factory reset and it possibly has a problem with Always On option switched on.

Can you try with another clock face and/or without the Always On option. Use the original Paths Standard one for example.

[Jenistex]

Thank you.  Unfortunately, I found the issue continues regardless of the clock face and the Always On option setting.  And while I am normally okay with using a workaround, this Versa 4 is a brand-new device and should not be having these issues regardless of the settings.  I have spoken with support who have walked me through multiple resets and guided me to update the firmware on my phone.  Nothing has helped, unfortunately.  The support tech I last spoke with agreed that a replacement is the best solution here.  It appears that my device is faulty.  My only hope is that my future Versa 4 does not have the same issues.  I have been overall satisfied with my previous Fitbit (Versa Lite) and hope these two faulty Versa 4s were part of a bad production batch.

I appreciate your help!

[Guy_]

Thanks@Jenistex - it does seem faulty [though a strange fault], but can you confirm which firmware version you are on and if you have tried with the phone's Bluetooth turned off, just in case there is an influence. Of course all this troubleshooting is annoying and shouldn't be necessary. Keep fingers crossed for the replacement and confirm back.

[Jenistex]

Thanks for your help. If I’m looking at the right info, the version I have is 61.20001.184.52. I can confirm issue is occurring regardless of phone Bluetooth settings. 

Fitbit is processing my replacement but it hasn’t been sent yet. I sincerely hope a replacement solves this.