Heart Rate quit working

[Sizle]

I have the charcoal edition Versa, not even a year old, and it just quit tracking my heart rate completely. The green light on the back wont light up, the heart on the front just pulses but never gives a number, no matter where I put it. I dont have any tattoes or scars that would impair it, but it doesnt work on either wrist either. I tried using my thumb and nothing. I tried resetting it, syncing with other bluetooth devices, turning the heart rate part off and waiting a minute and back on in the settings. Everything short of a factory reset but it still isnt working. Has this happened to anyone else? 😞  HELP!  Thanks in advance.

[Caramara70]

Mine is doing the same thing right now, guess I will try calling CS, but it is so frustrating to talk to some who doesn’t speak good English and in another country!

[Caramara70]

Ok, it is working now, went thru trouble shooting, turned it off/on and now working.

[Sizle]

I did all the troubleshooting tips, I can get my LED to light up for a few seconds after shutting it down completely and restarting it, but it says 70bpm for a second then vanishes. Using a second versa I know I'm not 70bpm (the other read 90). But shortly after the 70bpm shows up, it vanishes and theres no rate at all, light in the back is totally dead and nothing till I shut it down again. Seems a software problem??

[SunsetRunner]

Hi, everyone is pretty sure this is an Update issue. My Fitbit was working great until i did the last update. I have tried all the things suggested by every one and still could not get my Versa to read HR.  I went back to my Fitbit Blaze, that has a different version on it and it's working great with HR and all the other functions. 

The new update was Version 3.3.1.... 

Here is how you check the Fitbit Versions on an Apple phone

1. go to Apple App

2. search for Fitbit app

3. pick it but don't open the app on your phone

4. Look for area that says. "What's New"  next to that is it will have Version History, Pick that

This has a list of all the Version that were updated and when. as of today, August 17, 2019. this is what they did for August.

3.3.1 - update 1 week ago

3.3 - update 1 week ago

3.2 - update 3 weeks ago

3.1 - updated 1 month ago

3.0 - updated 1 month ago. 

I'm thinking that they knew there was a problem and kept pushing updates. In the Fitbit History, in the past, they were pushing updates once a month, now they have 5 updates in one month. 

[Sizle · Accepted solution]

Solved! In my case, the solution was a complete factory reset to the default face and now its working fine! I hope this helps everyone else with this situation. Good luck!