Heart Rate not tracking

[JoannaGroo]

My versa just stopped tracking my heart rate on Thursday. I’ve followed all the advice and have done the following:

- toggled heart rate tracking on and off several times on device

- rebooted device several times 

- done factory reset

- emailed customer support (awaiting response) 

Any other tricks I should try? The green light at the back of device isn’t flashing. 
Thanks

[SunsetRunner]

Hi @JoannaGroo - Good job of trouble shooting and letting us know what you have tried. Here are a couple more things to try:

• Check the placement of your Versa on your wrist. Wrong placement can interfere with heart rate. Don’t wear it too tight.
• Also, now that we are all washing our hands more often and frequently using more and more hand sanitizer, it’s important to check out the Care Instructions, and clean our devices more often to reduce any buildup that may occur. 

Please let us know if any of this helps. 

[cleveespana]

I’m having the exact same problem, which started Friday night. I’ve done all the suggested troubleshooting. My wrist placement hasn’t changed from when it was working, and I’ve cleaned the sensors according to the care instructions. The LED lights stopped flashing green and had a faint red flicker. After running the battery completely out, and charging to 100% capacity, there is no light at all. Any other suggestions?

[JoannaGroo]

Hi!
The green light that flickers on the back of the device isn’t flickering. I don’t know the name of it but it’s the thing that tracks your heart rate I think.
I’ve cleaned the sensor and it’s not too tight! Driving me nuts!

[JoannaGroo]

Exactly the same as mine re the LED’s, green one not on and a faint red on in permanently. V annoying. 
a couple of weeks ago my heart rate was constantly reading 100BPM so I rebooted and that was resolved and now this. 

[cleveespana]

I’ve not had that problem...yet!