Swipe unresponsive and device shuts off several times

[Bjonerud]

I cannot swipe up or down on the face of my Fitbit since the new update.  I can get to my exercise list with the upper right button but cannot scroll up or select and exercise.  So, the new Fitbit OS has effectively disabled several features.  Yes, I tried a restart.  In fact, my Versa now periodically spontaneously shuts off and I have to restart it.  This latest OS is pushing me towards an Apple watch, despite your superior battery life.

Moderator edit: Subject for clarity 

[RicardoFitbit]

Hi @Bjonerud, welcome to the Community Forums! 

Thanks for your post and the details that were shared on it, your effort and patience troubleshooting this situation prior to posting are appreciated as well. Since you already restarted your Versa, please try the following steps to perform a factory reset and let me know how it goes:

1. On the device, hold all three buttons for about 10 to 12 seconds. 
2. When the Fitbit logo disappears, quickly release the bottom right button, continuing to hold down the left and top right buttons (releasing the bottom right button as soon as the logo disappears is time sensitive). 
3. When the device vibrates, release all buttons. 
4. Wait for approximately 1-2 minutes while the device clears all data. Eventually, the Fitbit logo appears and the device boots and displays Fitbit.com/setup.
5. When the device successfully resets, please use the normal out of the box process of updating the firmware. You can check: How do I update my Fitbit device? for more details. 

Take in consideration that a factory reset deletes any stored data, which includes all data that hasn't synced to your Fitbit account and your applications, alarms, etc.

Keep me posted and let me know if you have any additional questions

[Bjonerud]

So, I’ve now tried 5 times to do the factor re-set as instructed and all it does is just re-start.  Still no swiping function and still no exercise function.  It’s still a nice watch but the loss of the fitness tracker part of the functions is a little dismaying.

I’m hoping there is going to be a “fix” in the OS for this issue or do I just need a new device?

[RicardoFitbit]

Your update is appreciated @Bjonerud, sorry for the delayed reply.

Thanks for troubleshooting your Versa with me, your patience with this situation is greatly appreciated. Since the steps from my previous post didn't work, I'd like to share with you that our Customer Support team was contacted on your behalf to provide you with further assistance regarding the difficulties you're currently experiencing with your device. That said, please keep an eye on your email inbox because they'll be in touch with you pretty soon.  

In the meantime, don't hesitate to ask me any additional questions you may have.

[MirandaB27]

Hi Ricardo, I'm having the same issue: screen is unresponsive, though I have a Versa Lite with only 1 button. All apps and the OS are updated. After I shut down the watch (holding the button), swiping the screen works for a little bit but eventually it stops working. I purchased the watch in April and it's been doing this since before Christmas. I kept hoping new updates would fix the problem but nothing's changed yet. Thanks in advance for any assistance you could provide. Miranda

[MirandaB27]

Thank you.