HR not tracking/lights stopped flashing

[AlessFitbit]

Fitbit Update: 2/19/19

Hi Versa Fam!

We're aware of an issue where some of you may be experiencing issues with your Versa no longer tracking heart rate (HR) and the lights below on the sensor don't flash.

If you come across this problem, please give the watch a restart. We suggest charging the watch to a full battery and monitoring the HR behavior afterward. 

Just to make sure we have all the bases covered, double-check that you have Heart Rate turned "On" under the Settings app. 

If your watch still isn't recording your HR, please let us know and we'll connect you with our Customer Support team. 

Thanks for your troubleshooting efforts! We'll be around if you need us. 

[AlessFitbit]

@Karadel99 @littlehappy Thanks for letting me know you're both still having some trouble with HR. I've gone ahead and created cases for both of you with our Customer Support team. Someone will be reaching out to you shortly. 

@Al49  That's a great call out. I know many customers have accidentally turned this off and could be cause for this issue. I'll include it in my floated post. 

@RobynLL I'm so happy that a restart resolved this issue for you! 

[CRow123]

Mine too. No sleep,activity recorded since Saturday. Heart rate not recording but got that working after updating and re booting. Only one light on sensor flashing(sometimes). 

[Stacyrenee]

I tried restarting my Versa and now it is dead. It will not turn back on. Any suggestions?

[CRow123]

Update in previous post. Heart rate, sleep , activity and notifications to move are all back working after following advice but still only one green sensor working on the back. Is this normal - sure they were all on previously. 

[Melissa_H818]

The key to making restarts effective was to turn the HR monitor to off, then reset, and then HR monitor back on. 

Things went crazy and stopped working after the latest OS update was installed, so I’d be checking the app to make sure it’s in sync with the OS update. 

It’ll take 24hrs to know if everything’s back as my Versa has been having hiccups for the last two days. It’s only two months old, so I hope things are resolved soon. 

[AlessFitbit]

@CRow123 Hey, there! Great to hear you tried a restart and this fixed all of your issues. Since you mentioned only one green light flashing, I would like to confirm this is normal behavior for the sensor. When I remove my Versa from my wrist it is always one green light that flashes. If you notice anything else that might be concerning please let me know, but otherwise, it sounds like you're back on track now! 

@Stacyrenee I'm sorry to hear your Versa didn't turn back on. I've checked in with our Customer Support team and they confirmed they were able to help you out and issue a replacement. Hope you are good to go after you receive it. Let me know if I can help with anything else! 

@Melissa_H818 Thanks for all your troubleshooting efforts! I would keep an eye on your watch's behavior and especially monitoring the HR. If you are still having problems, please just let me know. 

[cspencer80]

I just noticed my versa isn't tracking heart rate either. Apparently my wife's stopped a few days ago. I've tried turning the heart rate off, rebooting, turning heart rate on multiple times and it started tracking again for about 2 minutes then stopped again. The green light is working again but it only tracks properly for a minute or two.

[Bonch22]

My versa has not been tracking sleep or HR for at least a few days, maybe a week or more. I just noticed the HR lights weren't even on. I just rebooted and now the app wont let me set up the "new device". This is a new versa, less than a year old. 

Please offer any solutions or ideas you me have. I'm quite frustrates. Thanks.

I am having the same issue.

When I put it on the charger it scrolls the "Download the fitbit app to start" message and shows its charging but it wont come on and my phone will not synch/set up.

Moderator edit: merged reply

[CRow123]

Thank you for your help.Yep all seems good now.

[Coopaspop]

Hello. Tied this on mine because the HR not showing with no red or green lights, and now I have a white strip on the left of the screen that will not go away. Any ideas?

[Stacyrenee]

I could only get a faint light in the background. While the light was on,
my Versa got really warm, but nothing else would happen. Ended up calling
customer service for a replacement.

[Coopaspop]

Thank you. I am sure this is what I'll have to do.

[EmmaSpade]

Hello Aless, 

I've tried restarting my Versa, which got the sensor back on (low key yay!). Restarting 3x, and then disconnecting and re-syncing completely fresh. I've recharged completely as well. My HR and sleep is still not tracking. Is there something else I can try?

[uaustin]

was having the same no hr and no sleep tracking during the last week. did the suggested reset and it worked. yesterday the entire watch died at work. I've had it on the charger since yesterday and nothing...... not a blip not a beep 😞

[JasiaP]

Thanks - restarting my Versa worked for me in bringing back my HR 

[Coopaspop]

Yep. I just went to customer service for a replacement since I have only had since May 2018. Hopefully the replacement will last longer.

[Stacyrenee]

That is the same time I bought mine.

[Coopaspop]

So very strange!!! I am so careful with it, don't even like to get it wet!!! Hate it did not last. Maybe the replacement will be better 🙂Sent from my Verizon, Samsung Galaxy smartphone

[Naivety]

Okay this is getting ridiculous now! My HR stops working at least once a day, usually twice, and I have to do the reset and toggle HR off/on every time. Can you just make it work properly? 

[littlehappy]

@AlessFitbit I believe Fitbit is quite busy in solving this chaos, thanks for your help and all the efforts from the support team (they contacted me already)!

I've tried following steps:

✔  Press three bottoms to reboot

✔  Turn off the device and restart it

✔  Factory reset

✔  Switch off HR sensor and turn on again

✔  Check the wrist band fitting properly

✔  Simply wear the device to sleep (on a automatic tracking) 

✔  Remove and reinstall Fitbit app

Unfortunately nothing worked so far. 

My versa currently track HR with green flashing light for about 10 minutes after reboot, then it just stock at a HR whatever it read with no record; and the sleep tracking only shows patterns rather than stages.