Help!! HR and steps not working

[SunsetRunner]

I have had my versa over a year. Out of nowhere my steps and HR aren’t working at all!!! My watch is working. I have synced, deleted app, logged out and changed clock face. Nothing is working!! Any suggestions 

[Baltoscott]

Hi @SunsetRunner — I moved your post from the iOS forum to the Versa forum since the problem since you said that your steps and HR aren’t working.  But since you say your watch is working maybe I didn’t understand the problem.   Two things you have not mentioned trying are resetting your Versa, and deleting it from the app and then adding it back as a new device.  Try resetting if the problem if the watch isn’t counting steps right, or if the HR won’t turn on.  If the issue is that it won’t sync that information, try removing it from the app (and from your phone’s Bluetooth settings) and then adding it back as a new device.

Hope that helps.  Let us know how it is going.

[U2me]

I have the same problem. This occurred after trying to pick a new watch face from the fitbit app. I cancelled my device from the app and reconnected it as a new device and set it up under my current account.  My heart rate and steps have not been on the face since.  I also reset it as described and this did not work either.  The steps and HR are in the daily log and are being counted but not on the face.  It is also not crossing over to my log on the app.  Weird.  I think there was a virus in the clock face that I tried to download from the fitbit app.  I contacted the maker of that face and that was a waste of time. Any other thoughts?

[Rich_Laue]

Have you checked under the settings app on your tracker? 

[SunsetRunner]

It’s so very frustrating. I did all the same things but to no avail:( my sleep isn’t being tracked either. The lights on the back of the watch aren’t working ugh ☺️
I have done a rerest to the device and changed my clock face. Thanks so much for responding I will try just about anything so any other tips please send my way.
Sent from my iPhone

[SunsetRunner]

I went in to the apps but I don’t know what to do from there

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[SunsetRunner]

I deleted the app then deleted the device and added it again. The lights on the back of my watch aren’t working. The clock is the only thing that’s working. Thanks for your response any other tips are helpful

Sent from my iPhone

[Baltoscott]

@SunsetRunner - you may have to contact support, but before you do that, swipe left on your Versa to settings, scroll down to heart rate, and make sure it is turned on.

[Rich_Laue]

Let's go to the Versa. 

Swipe left until you see the app called Setting. Tap Setting them scroll up until you see Heart rate. If heart rate is on, let's tap, turn off then turn on. 

Now let's do a hard restart. 

Scroll to the bottom of the settings, tap About. Scroll to the bottom and tap Shutdown and confirm. Hold button in to turn on. 

[SunsetRunner]

Thanks so much for your reply. I was trying to do what you recommend but now my screen won’t move on the watch. It’s like the touch screen is gone ever since the update this thing is glitching out 🤓 thanks again

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[SunsetRunner]

Wish I could get it to work thanks for your reply now my screen is glitching out on my watch

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[Rich_Laue]

Not sure what the definition of glitching out is. 

Is there any moisture on the watch face? 

[SunsetRunner]

No moisture. It won’t respond to touch. I can’t swipe to get to apps. Was fine then updated and stopped functioning. Thanks for your help and taking time to trouble shoot

Sent from my iPhone