Microphone becoming less sensitive on Versa 2 after few days.

[SuperShochuu]

Any time I attempt a voice command with Alexa, I have to move my mouth rather close to the microphone now, where as in the first couple days it would pick it up from far away.

Is there a sensitivity setting? Or is there a fitbit reccomended way to clean the microphone slot?

[N8teGee]

Hi @SuperShochuu, welcome to the community.

First of all have you tried restarting your Versa 2 by pressing the button for 10 seconds (until you see the fitbit logo)? 

[SunsetRunner]

Hi, did you found a solution ? me happens the same, I've been using the versa 2 for one week and now I have to put my mouth too close of the microphone into quiet places too! I tried to restart versa but any changes, 

[SuperShochuu]

Hi!

I have attempted restarting my Versa 2, and re-linking it to the application, as well as reinstalling the application.

At this point, Alexa responds to no voice commands. My microphone is enabled in the settings on the device itself. Are any further suggestions available? Thanks for your response,

[SleepyCheshire]

I've also run into this issue and I've only had it for 4 days.

[Liv4fun]

My first Versa 2 lasted about 2 weeks (that I noticed) before the microphone stopped.  I contacted FitBit and they ran me through all of the testing stuff and reset it.  Still nothing.  Then they sent me a prepaid postage to send it back for a replacement.  3 weeks later I received the replacement.  That was December 5th.  Here it is December 18th and the microphone is not working again on the new one.  Needless to say I'm getting frustrated with this issue!

[N8teGee]

Hi @Liv4fun, welcome to the community.

Can you confirm that the microphone is enabled in the device settings (I know it sounds obvious but it's at least worth checking if you haven't done so). On your Versa 2, swipe to the settings app - scroll down to Microphone (enable for voice features) and confirm it says enabled. 

[Liv4fun]

Yes, absolutely. I never turned it off, but checked none the less. I even did all of the troubleshooting I had to do for my first one. Restart my Fitbit, restart my phone, reset the Fitbit back to factory and add to my app again, then install the firmware again. All was pointless. I just contacted Fitbit support again via chat. It ended with it being escalated and someone is supposed to e-mail me. Which is also why I just checked my e-mail and saw this. Below is a transcript of my chats with Fitbit. The first time and now today.
_____________________________________________________________
David (11/7/2019, 12:27:34 PM): Hi Troy, My name is David. How can I help you?
Me (11/7/2019, 12:28:48 PM): Hi David. I got a Versa 2 a couple months ago and everything worked great at first, but now the microphone isn't working. Either for Alexa or replying to text messages. I did go into settings and made sure it is on.
Me (11/7/2019, 12:29:32 PM): Actually about 1.5 months ago. It delivered Sept 23rd.
David (11/7/2019, 12:29:47 PM): Troy, I'm glad to assist you with your Versa 2 microphone, which isn't working. Thank you for all the details! I'll find a solution to get you back on track.
David (11/7/2019, 12:30:29 PM): To start checking all the information, may I please have the email address associated with your Fitbit account?
Me (11/7/2019, 12:30:42 PM): liv4fun@comcast.net
David (11/7/2019, 12:31:56 PM): Thank you Troy, please allow me a couple of minutes while I review your account, by the way, you will have the chance to rate my service once our conversation is done.
David (11/7/2019, 12:32:00 PM): I'll be right back with you.
Me (11/7/2019, 12:32:24 PM): No prob!
David (11/7/2019, 12:32:57 PM): Great.
Me (11/7/2019, 12:34:12 PM): One of the main reasons for getting the Versa 2 vs the Versa was the ability to control Alexa. It hasn't worked for at least a couple weeks that I know of, I just haven't had time to look into it yet.
David (11/7/2019, 12:34:37 PM): You're right Troy.
David (11/7/2019, 12:35:13 PM): I appreciate your time online. Upon checking in our system I'm able to confirm that your Fitbit Versa 2 last sync was a few minutes ago with your Android phone.
David (11/7/2019, 12:35:22 PM): In line with that, let's try some steps that can help us in this.
Me (11/7/2019, 12:35:49 PM): Just let me know what you want me to try.
David (11/7/2019, 12:36:28 PM): First, let restart your Versa 2.
David (11/7/2019, 12:36:49 PM): Hold the button on it for 10 seconds.
David (11/7/2019, 12:37:00 PM): You'll see the Fitbit logo.
Me (11/7/2019, 12:37:21 PM): I already tried that, but doing it again. I went into the settings and shut down before . Have the logo now
David (11/7/2019, 12:38:13 PM): Okay, thanks for letting me know that, once is back on, sync it and try the microphone.
Me (11/7/2019, 12:38:49 PM): One sec
Me (11/7/2019, 12:40:16 PM): Nothing. Before when I'd talk into it you could see the dots moving. Either replying to a text, or in Alexa. It does nothing now.
David (11/7/2019, 12:40:52 PM): Okay, also make sure that the little mic hole isn't obstructed.
David (11/7/2019, 12:41:16 PM): If is not, let's try a Factory Reset on your Versa 2.
Me (11/7/2019, 12:41:42 PM): It's the one on the right side correct? It's clear.
David (11/7/2019, 12:41:49 PM): Yes, it is.
David (11/7/2019, 12:42:20 PM): For the factory reset.
David (11/7/2019, 12:42:23 PM): Hold the button for about 8 seconds.
Me (11/7/2019, 12:42:28 PM): Doing factory reset now. I thought about trying that before, but didn't want to have to set it up again.
Me (11/7/2019, 12:42:48 PM): There is a factory reset option in the settings under "About" at the bottom.
David (11/7/2019, 12:43:00 PM): That's right, you can do it from there.
David (11/7/2019, 12:43:22 PM): And once the device start showing the Fitbit logo or the fitbit.com/setup message after that.
David (11/7/2019, 12:43:36 PM): Open the Fitbit app, tap the account icon.
David (11/7/2019, 12:43:43 PM): Then tap the Set up a device option.
Me (11/7/2019, 12:44:52 PM): Doing it now. One sec. When I got it, it took about 2 hours to do the firmware update.
David (11/7/2019, 12:45:50 PM): Yes, the update can take up to 40 minutes through Wi-fi and about 2 hours through Bluetooth.
Me (11/7/2019, 12:48:18 PM): I'm at work now and it won't connect up to our WiFi here. I guess because it's not broadcasting? I even entered everything manually to set it up. That's why it took 2 hours before.
Me (11/7/2019, 12:48:31 PM): I may not know if this fixed it for quite a while.
David (11/7/2019, 12:49:27 PM): No problem Troy.
Me (11/7/2019, 12:49:37 PM): NVM, it actually connected after trying again.
David (11/7/2019, 12:50:16 PM): Actually this is the last step that we must try in order to determine that there's something going on with the microphone, usually the Factory reset help cleaning up the system of any glitch that may be affecting it.
David (11/7/2019, 12:50:53 PM): So once the set up is done please reach us back with this case number as a reference: 33010468. this will avoid you the need of repeating yourself.
Me (11/7/2019, 12:50:59 PM): Even at 40 minutes, it's going to take a while before I know anything. Hopefully this works, but if for some reason it doesn't, what other options do I have? And hopefully I don't have to do this every couple months.
Me (11/7/2019, 12:51:10 PM): Sounds good!
David (11/7/2019, 12:51:16 PM): Of course not, this should not be happening again.
David (11/7/2019, 12:51:34 PM): However if the issue persist, we'll check further option for you Troy.
Me (11/7/2019, 12:51:52 PM): It's definitely going faster this time than before!!!!
David (11/7/2019, 12:51:57 PM): Awesome.
David (11/7/2019, 12:52:58 PM): Troy, we look forward to hear from you, it truly was a pleasure chatting with you today, please let me know if there's something else I can assist you with.
Me (11/7/2019, 12:53:18 PM): Thank you very much David! Have a great day!
_____________________________________________________________
Jio (12/18/2019, 1:01:34 PM): Hi Troy, My name is Jio. How can I help you?
Jio (12/18/2019, 1:02:36 PM): Are we still connected? The chat may end in 1 minute.
Me (12/18/2019, 1:02:41 PM): Hi Jio. Last September I purchased a Fitbit Versa 2. At some point after a couple weeks the microphone stopped working. Finally after about a month I contacted Fitbit. After doing a bunch of testing and sending videos
Me (12/18/2019, 1:02:46 PM): Yup still typing
Jio (12/18/2019, 1:02:49 PM): I see.
Jio (12/18/2019, 1:03:05 PM): Thank you for filling me in with the details.
Me (12/18/2019, 1:03:28 PM): Fitbit agreed to replace it. Well 3 weeks later I received my new Versa 2. (Dec 5th). Now the 18th and this one is doing the same thing. Not very happy about it.
Me (12/18/2019, 1:04:22 PM): Before this chat, I already went through all of the troubleshooting I did before, including resetting it back to factory settings. Still nothing. It just won't hear anything I say for Alexa or replying to a text.
Jio (12/18/2019, 1:05:06 PM): A moment please.
Me (12/18/2019, 1:05:17 PM): I'm also reading online about quite a few other people having this same issue. I paid extra to get the Versa 2 instead of the Versa just for the Alexa option.
Jio (12/18/2019, 1:06:21 PM): Thank you for the details.
Jio (12/18/2019, 1:06:28 PM): To assist you further, may I know the email address linked to your account?
Me (12/18/2019, 1:06:36 PM): liv4fun@comcast.net
Me (12/18/2019, 1:07:28 PM): Originally purchased on Amazon on 9/21/19.. Order number 114-5899583-3066622
Jio (12/18/2019, 1:07:37 PM): Thank you. Let me check your account.
Me (12/18/2019, 1:08:30 PM): I already did all of the troubleshooting and don't want to do it again. I also don't want to be without my Fitbit for another 3 weeks for a replacement.
Jio (12/18/2019, 1:08:37 PM): Upon checking our system, I can see that you last synced your device 11 minutes ago with 73% battery level.
Jio (12/18/2019, 1:08:47 PM): May I ask when did this issue started?
Me (12/18/2019, 1:09:16 PM): Sounds about right. It was at 100% this morning, but after setting it up again and installing the firmware again, it was at 75%.
Jio (12/18/2019, 1:09:49 PM): I see. Thank you for the confirmation.
Jio (12/18/2019, 1:09:59 PM): We can try restarting your device.
Jio (12/18/2019, 1:10:16 PM): To restart, just press and hold the Back and Select buttons (left and bottom right) at the same time until you see the Fitbit logo on the screen. This should take less than 10 seconds.
Me (12/18/2019, 1:10:38 PM): I've already done that 3 times, not including resetting it. I'll do it again.
Jio (12/18/2019, 1:10:43 PM): I'm sorry. Please hold the button for ten seconds.
Me (12/18/2019, 1:10:57 PM): Restarting.
Me (12/18/2019, 1:11:21 PM): It's back up. And yes, I restarted my phone twice.
Jio (12/18/2019, 1:11:58 PM): Please try blowing in the microphone then try if the Alexa will go back up again.
Me (12/18/2019, 1:12:23 PM): Did that too
Jio (12/18/2019, 1:12:33 PM): How did it go?
Me (12/18/2019, 1:13:12 PM): Alexa turns on, it just can't hear me. It just waits for me to say something, then says "Thinking" then goes to the "Try Asking Alexa" screen.
Jio (12/18/2019, 1:13:30 PM): Thank you for that. A moment please.
Me (12/18/2019, 1:13:43 PM): I'm even talking right into the microphone
Jio (12/18/2019, 1:13:54 PM): How is it going?
Me (12/18/2019, 1:14:05 PM): This has to be a common issue that you have run into in the past with many other people
Me (12/18/2019, 1:14:15 PM): It's not going. It's doing the same thing I told you. Nothing.
Jio (12/18/2019, 1:14:48 PM): I see. Thank you for the troubleshooting steps you have taken before contacting us.
Me (12/18/2019, 1:15:18 PM): It's doing the same exact thing it was doing when I sent the last one back. But this time I got a whopping 12 days with it working.
Me (12/18/2019, 1:16:35 PM): The thing is, I have already been without it for 3 weeks when I returned the other one. The FedEx Smart Post you use takes about a week and a half to get from Portland, OR to San Francisco CA. It takes USPS about 2 days.
Me (12/18/2019, 1:16:49 PM): Not going down that route again.
Jio (12/18/2019, 1:17:05 PM): May I know the activities you did with the device before this issue happened?
Me (12/18/2019, 1:17:50 PM): What activities are you talking about? Eating? Sleeping? Working at a desk job? The last time I went to the gym, I didn't have this one yet.
Jio (12/18/2019, 1:18:34 PM): I see. Thank you for that.
Jio (12/18/2019, 1:18:59 PM): With the details I have, I would have you transferred to a higher level of support.
Me (12/18/2019, 1:19:10 PM): I have taken good care of it and it still looks new.
Me (12/18/2019, 1:19:16 PM): Thanks,
Jio (12/18/2019, 1:19:26 PM): I am sorry for the inconvenience this has caused you. I strongly believe that you are taking good care of the device.
Jio (12/18/2019, 1:20:05 PM): By the way, after our chat you will receive a brief survey. Any feedback you'd like to provide would be most appreciated, and will help us refine our Support processes.
Me (12/18/2019, 1:21:45 PM): Will the higher level of support be in this chat, or a new one?
Jio (12/18/2019, 1:22:35 PM): You will be receiving an email from the support team on the higher department.
Me (12/18/2019, 1:23:01 PM): So we are done here, just check my e-mail?
Jio (12/18/2019, 1:23:11 PM): Yes, Troy.
Me (12/18/2019, 1:23:15 PM): Thanks

[Liv4fun]

Fitbit agreed to replace it AGAIN, but is expecting me to mail mine in first AGAIN and wait another 3 weeks to get it back in hopes that the replacement will last longer than 12 days.  Oh and they are expecting me to pay for shipping this time.  Bwahaha.  Nah, I'll just expose the crap out of this issue all over social media.  It's no wonder Versa 2's are selling so cheap right now on Amazon!!!

[tong21]

It appears I’ve also have the same issue, however when you activate Alexa just blow at the watch it will detect noise and activate the microphone, I’m not sure if this is a firmware issue which need addressing.

To put it simply when you hold down the button and Alexa comes up you will see the 3 white bar just above the Alex icon not moving as soon as you blow at the watch you see the 3 white bar animation start and that’s when microphone start working 

[SleepyCheshire]

My first one got replaced as it had started to shut down when I put it on to charge, requiring me to hold the button down for 10 seconds to turn back on and then the screen froze. No amount of interaction was helping the mic.

The new one worked perfect for a couple of days and then I also discovered the blowing thing yesterday when it wasn't picking up my voice, blowing on it worked. It's bizzare.

[Gabe1980]

Same here!! I got mine on the 24th, worked for a few days and as of yesterday, the mic doesn't respond unless I blow in it like everyone else is doing and Alexa still doesn't respond.😡

[jimbobcook]

This is happening to me also, but I find that if I tap the microphone area on the right hand side that the 3 lines move about so the watch is listening. Then alexa works.

I hope this is a software issue with the microphone being activated as this is brand new with a fresh install... 

[SunsetRunner]

Hi make sure to clean your mic every once and i while with a qtip 

Also after swimming with versa 2 make sur to dry it off with a shirt or towel

[Gabe1980]

Yeah, I tried that too and the lines start moving, but then nothing happens and the screen starts thinking and then goes back to the main Alexa screen where it says to ask Alexa something.

[Gabe1980]

I'll try that. I just got it 4 days ago, so I couldn't imagine it would be dirty already.

[Gabe1980]

Ok, tried everything and microphone still doesn't respond...

[Laurenkove]

I just figured out my problem.  I think some lotion or something got trapped in the hole so it couldn't hear me.  I gently brushed it with an old toothbrush and now it works....but i have to talk pretty close to the watch...

[Delmarksman]

Thanks for posting your chats. I have done all of the things they told you to do and it still isn't working.

Was this ever resolved?

I chatted with CS and they were not helpful, blaming my phone as incompatible though it worked fine initially.

Their answer was to tell me to search the forums. WOW so many folks are having this issue and Fitbit doesn't seem to be doing anything about it.

Almost wish I hadn't looked here now #sicktomystomach

[Liv4fun]

The resolution for me was fighting with them twice, but I’m now on my 3rd Versa 2.  I received it around the 12th of February and so far so good.  I have been very careful with each one I had.  Never got them wet or banged up.  So far at almost 3 weeks, this one has lasted the longest out of them all and hopefully will stay working.  Nothing worse than having it for 2 weeks, then having to wait 3 weeks to get a replacement.