Issues started with HR monitoring

[heather_kirk]

I noticed that my Versa wasn’t showing the HR and my battery drained fast. Looked on the app and saw it stopped monitoring HR yesterday. I’m not seeing any of the sensor strobes. I’ve followed the recommendations of a soft reboot and then factory reset. Soft reboot did nothing. Factory reset didn’t even complete correctly. Now not only is the HR not working but now it won’t let me do any swiping motions to go to anything else. Any help is greatly appreciated. 

[NellyG]

Hi @heather_kirk Try another factory reset using the buttons this time. If that doesnt resolve the issue you will need to contact Customer Support 

Fitbit Support  

VERSA FACTORY RESET USING BUTTONS
On the watch, hold all three buttons for about twelve seconds. This triggers the 2-button hardware reboot after about eight seconds.
- When the Fitbit logo appears, then disappears, release the bottom right button, then continue holding the left and top right buttons until you feel a strong vibration. This indicates the factory reset was initiated.
- This process may take several seconds, and eventually, the Fitbit logo appears and the device boots and displays go to Fitbit.com/setup.
- If you fail to release the bottom right button in time, or otherwise don't follow the procedure precisely, the Fitbit logo reappears quickly and boots without factory reset.

[heather_kirk]

How long do you hold the two buttons until you feel the vibration? I never felt a vibration and the logo would just one back up and it would be back to the main screen.

Sent from my iPhone

[NellyG]

That is interesting! I just tried it with mine and it is not working. They must have changed something. I guess you had better contact Support and see if they have a way of triggering a Factory Reset.

[heather_kirk]

Thank you for the help! I’ll definitely be getting in touch with support.

Sent from my iPhone