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Touchscreen not working

5976945
over 4 years ago

The touchscreen on my Vivoactive 4 has stopped working, rendering it essentially useless. I cannot connect it to my phone to transfer data, and can no longer navigate between the different screens on the watch. I have tried restarting my watch multiple times but this has not solved the issue. Please can someone give suggestions as to what I can do. 

  • 0 over 4 years ago

    Hello! Can you try the following:

    1. Plug the device into an external power source using the power/data cable

    2. Press and hold the power button until the screen changes.  Generally between 15 seconds and one minute. 

  • 0 over 3 years ago in reply to Garmin-AmberD

    Hello I also have this problem The touchscreen on my Vivoactive 4 has stopped working - buttons still work, still syncs with Garmin Connect. I have tried restarting my watch multiple times but this has not solved the issue. It also constantly (every 30min) asks me to install a software update - even though I am on 6.10. Nothing changes after I accept the update (using power button - not touchscreen because it doesn't work). It has to be a software issue.  Please can someone give suggestions as to what I can do.

  • 0 over 3 years ago in reply to RobHowell21

    Hello! Have you tried to sync with Garmin Express to sync the update. Can you also plug the device into the computer and hold the power button until the screen is black?

  • 0 over 3 years ago in reply to Garmin-AmberD

    Hi - Yes I've used the cord into the computer direct to Garmin Express to install the update. It says I am up to date (6.10) - nothing to install. I did the power off while connected however situation hasn't changed. Watch is still prompting me to install the update every 20min or so - and I press the power button and it runs through the install / restart - however nothing changes and touchscreen still inactive.  Everything else (I can access without touchscreen)  appears to be working fine - time, steps, activities etc etc.  

  • 0 over 3 years ago in reply to Garmin-AmberD

    I have just move to 6.20 Software today. But unfortunately no change to the problems.  The upgrade did appear to work because it took around 2min to install but hasn't fixed the touchscreen.  Do I somehow need to reinstall the whole OS?

  • 0 over 3 years ago in reply to RobHowell21

    Hello! Sorry to hear this still is not working correctly. It sounds like we need to get you in touch with support and look into the warranty options. Can you tell me where you are located?

  • 0 over 3 years ago in reply to Garmin-AmberD

    I am in Melbourne Australia. Thanks

  • 0 over 3 years ago in reply to RobHowell21

    This is the contact number for Support in Australia 1800-235-822