Device not tracking heart rate and sleep

[Heatrate]

Hi I am having trouble with the heart rate on my versa watch? This then isnt tracking my sleep either.

I have tried turning the heart rate off and on again. Also the sleep tracker on and off again. 

I even shut down my versa and re started but it is still not tracking my heart rate at all.. 

Moderator edit: Subject for clarity 

[RicardoFitbit]

Hi @Heatrate, welcome to the Community Forums!

Thanks for bringing this to my attention and for troubleshooting your Versa before posting. First, can you please let me know if the heart rate sensors of your device are still flashing? When was the first time you experienced this issue and how many times since then? If you haven't already done so, I recommend you to check our help article: Why don't I see my heart rate on my Fitbit device? and let me know how it goes. 

In regards sleep tracking, your device stopped tracking Sleep Stages (feature that needs heart rate information to be recorded) or sleep information at all?

Looking forward to your reply, let me know if you have any additional questions.

[Heatrate]

Ok so none of the lights are currently flashing or working... how would I go about fixing this?


Sent on the go with Vodafone

[RicardoFitbit]

Your update is appreciated @Heatrate.

Since the heart rate sensors of your Versa are not blinking and you already tried our restart process, I'd like to suggest you our factory reset process. To do so, please follow the next steps:

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. 

[mam817]

My LED's stopped working this morning and I attempted to do the factory reset instructions that you provided, but after doing Steps 1 & 2, after releasing the bottom right button, I wait for the vibration noted in step 3 and it never happens, so after about 2 more minutes, I finally stop holding the left and top right button and nothing happens. 

I can't get the watch to reset.  What am I missing? I've got no lights and the only thing my Versa is tracking is the steps, no sleep or heart rate at all and the calorie burn after doing about 8000 steps is only about 700 cal???  Things are totally wrong and it's been this way for two days now.

Please help!