Clock face showing zero steps

[Nlrousseau]

I have the Fitbit versa. I have the iPhone X. I am receiving no notifications through my versa. The app says it is registering steps, but the watch itself says 0 steps, 0 Valerie’s and 0 hrm. It has stopped tracking my sleep for days. Very frustrated! I have deleted the device, added the device, changed all the setting, reset the device. I have done all troubleshooting steps and there has been no change. 

Moderator edit: Subject for clarity  

[Marrrmaduke]

@Nlrousseau It's your clockface. It's 3rd party and it seems to be incompatible. You need to change it. Perhaps test with one of Fitbit originals. For getting back notifications etc, please see this thread.

[Nlrousseau]

It worked up until 2 weeks ago, with this face, since I bought it early this year.

Sent from my iPhone

[HeydyF]

Hey @Nlrousseau, welcome to the Community! As @Marrrmaduke said, the issue could be with the clock face, so I will suggest you to change the current clock face that you are using, for another one, preferably, a Fitbit original one. Then you can try to change it again to this one, and see if the issue gets fixed. 

And last but not least, I want to thank you for trying some tips to fix this. 

Let me know how it goes! 

[Nlrousseau]

The clock face would prevent it from tracking my sleep?

Sent from my iPhone

[AlessFitbit]

@Nlrousseau Hey, there!

If you haven't yet switched out this clockface for another, would you mind taking a picture of how your permissions for this clockface are setup? If you could please take a screenshot and post it in this thread it would help to better understand what is causing this. 

Also, the clockface should not be interfering with the watch tracking your sleep. For the best sleep tracking tips, check out: How do I track my sleep with my Fitbit device?

[Nlrousseau]

Sent from my iPhone

[Marrrmaduke · Accepted solution]

@Nlrousseau Probably not, but we're trying to tackle one item at a time. You mentioned that you had previously deleted device from you account and reset it (I'm assuming it's factory reset), so yes your clockface may not work with the newest Versa firmware. I would change the clockface just to see if the stats are being properly displayed on the main screen. It doesn't seem to be Versa's tracking issues as you mentioned that you could see the stats in the Fitbit mobile app. To restore your notifications, try this:

1. Unpair (remove) Versa from your phone's bluetooth settings
2. Uninstall the Fitbit mobile app
3. Reboot your phone and install Fitbit mobile app
4. Reboot your Versa by pressing and holding the left and bottom right buttons until Fitbit logo flashes
5. Login to Fitbit mobile app
6. Grant all permissions incl pairing
7. Make sure Fitbit Notifications are enabled in your phone Settings. If they are switch them off, sync, switch them back ON, and sync again.

[Nlrousseau]

The notifications are now all set. Thank you for the help with that.

Can you tell me how to make it so it starts tracking my sleep stages again?

Sent from my iPhone

[mar5060]

I had this EXACT same problem with the EXACT same face. I changed it to a Fitbit original face and the problem was solved. I really liked that face but I like it better when the watch face works!

[Marrrmaduke]

@mar5060 thank you for confirming it's the clockface fault. 

@Nlrousseau I'm glad notifications are back on track. Please change the clockface to restore the stats display on your versa as @mar5060 confirmed. Now about the sleep tracking, can you attach for me a few screenshots of the HR recordings for the night sleep hasn't been tracked? Also, can you confirm what Sleep Sensitivity setting you use (you can access that info only in Account settings on Fitbit.com)? If it's set to Sensitive please set it to Normal. Versa needs at least 3 hours of continuous sleep to calculate sleep stages. One more thing to try for now, please go to Setting on your Versa and toggle HR monitor ON/OFF with a reboot of Versa in between.

[Nlrousseau]

Sent from my iPhone

[Marrrmaduke]

@Nlrousseau I am afraid your previous message did not come through.

[Nlrousseau]

Sent from my iPhone

[Marrrmaduke]

@Nlrousseau Perhaps try using a browser? Thx

[Nlrousseau]

[Marrrmaduke]

@Nlrousseau It seems it stopped recognizing sleep stages after July 8. Would you happen to remember if there was any update? Also, does your versa track your heartrate properly? Can you please attach some screenshots for the time period before July 8 and after?

[Nlrousseau]

No big change on or around that time. Here are some pictures from when it worked properly. From when I changed from Alta to Versa

[Marrrmaduke]

@Nlrousseau Thanks but I mean heartrate recording for the problematic and good nights! You can take a screenshot of the heartrate measurements chart displayed in the Fitbit mobile app. 😊

[Nlrousseau]

This screen?