Versa 4 screen won't scroll

[Pruppinella]

I got a new Versa 4 for Christmas, and I keep having issues with the screen turning off while using it. I'm scrolling through a menu, boom, screen goes black. The device itself is not turned off, it's like it is going into idle mode. Once I click the button, it lights up again and I am back in the menu where I was. I am also having difficulties just scrolling through the menus. Sometimes it takes multiple attempts until it registers a swipe, sometimes it goes haywire and scrolls in hyperspeed mode.

Googling brought up lots of reports of similar issues where people had to contact support to get an exchange. Is that really the only solution here?

Moderator Edit: Clarified subject

[Kab68]

I'm having the exact same issues and it's so frustrating.  Then there are times when it works perfectly.

[MarreFitbit]

Hi there, @Pruppinella. Welcome to the Fitbit Community Forums. Thanks for bringing this to my attention and for the troubleshooting steps you've tried. I'm sorry to hear that the screen of your Versa 4 is not working properly. I will do my best to help you with this! 

If you haven't done so yet, please try the steps below:

1. From the Today tab in the Fitbit app, tap the devices icon at the top-left corner.
2. Tap your Fitbit device image. 
3. Near the bottom of the page, tap Sync Now.

If the above doesn't work, please restart your Fitbit device as suggested here How do I restart my Fitbit device? Note: Restarting the device doesn’t delete any data. If the restart doesn't work try to change your clock face. If this fixes the issue, you can change your clock face back to the original clock face. 

@Kab68 It's nice to see you around the Fitbit Community Forums. I've seen you contacted our Support Team just right after posting here and they've already assisted you. If you have any questions regarding the outcome of your case, please don't hesitate to reach out to our team again. Since you already have a ticket open with them it'd be easier to continue the follow up on this matter with them directly. Thanks in advance! 

[Pruppinella]

Thank you for the reply, Maria!

I've tried all these, but the issue unfortunately still persists.

[Kab68]

I have tried EVERYTHING.  Since the watch is brand new, I'm going to return it to the store where it was purchased. 

[Pruppinella]

My issue is not resolved, any new ideas? Do I need to contact support directly?

Also, the edited subject is misleading. The main issue I reported is that the screen shuts off while I am actively using it. The scrolling issue is that the screen sometimes is not responsive when I scroll, and other times it scrolls erratically. It would be great to re-edit it so it summarizes the actual issues I am experiencing.