My Versa Lite is not working properly since the firmware update

[beckiehawk]

Since the firmware update my Versa Lite has been all kinds of wonky. First I’ve had it set to automatically detect when I exercise, usually a walk. It worked fine before the update but after, I’d go on an hour-long walk and it would log it as 15 minutes walking and 15 minutes on the elliptical. It robs me of 30 minutes. 

I contacted support twice about this. They had me reset to factory settings. Still the same thing happened. So I tried my walk using my phone’s GPS. Yesterday it worked fine. Today, however, I’ve apparently died because I had no heartbeat during the entire 58 minute 3.2 mile walk. And the app shows I had 0 minutes of activity. 

Also, today I had 8 out of 9 hours of activity today but when it syncs with my iPhone, it’s only giving me 5 of 9 hours activity. I haven’t had a heartbeat since noon today according to my app. 

what gives???

Moderator Edit: Clarified subject

[MarreFitbit · Accepted solution]

Hello @beckiehawk, welcome to the Community Forums. I'm sorry to hear that your Versa Lite isn't working right since the firmware update. I appreciate the details provided and your efforts in fixing the issues prior to posting here. Thanks for letting me know you already contacted our Support Team about this.

If SmartTrack is not detecting your activity, note that this feature recognizes activities based on the continuous movement of your arms. Sometimes, motions such as placing your arms on the bar of a treadmill, pushing a stroller while you walk, or stopping in the middle of an exercise may interrupt the activity tracking. By default, SmartTrack recognizes an exercise that lasts at least 15 minutes. If your activities aren't being recognized, lowering the time auto-exercise recognition setting to 10 minutes may help ensure they record properly. Please find more information here. 

In regards to the GPS and heart rate, please take a look at these help articles: Why ins't GPS working on my Fitbit device? and What factos can affect my heart-rate reading on my Fitbit device?

About your Hourly Activity Goal not matching in your Fitbit app, note that we’re aware of it and are working to identify a resolution as quickly as possible. 

We're sorry for any trouble. We appreciate your patience and look forward to getting you back on track.

Keep me posted if you need further assistance, I'll be around.