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New Versa stopped recording heart rate, tracking sleep, won't sync or download update! Yikes!

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‎12-21-2018 15:12

‎12-21-2018 15:12

I got my new Versa Thanksgiving day at Costco.com. I had been using an Alta HR for about a year, liked it very much and had no trouble with it but wanted one with more functions and a larger face. It was great at first but 3 days ago I started having a lot of trouble with it and now it doesn't record my heart rate, track my sleep, sync well and won't download the update. I'm particularly not happy with the heart rate tracking as I have a heart rhythm problem I take meds for and want to be able to keep tabs on that. Any help would be appreciated. 

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4 REPLIES 4

‎12-21-2018 15:20

‎12-21-2018 15:20

Sorry to hear that. May be you got a defective device? Maybe call customer service and have them send you a replacement, or go back to Costco and exchange it. Giving customer service a call to help trouble shoot may not be a bad idea either. Hope you get working up to par again!

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‎12-21-2018 16:13

In response to Chelsea.Sierra

‎12-21-2018 16:13

I've thought about exchanging it. I'm really disappointed that it worked great for the first couple of weeks and then started this stuff. Thanks for the advice. I'm hoping there's some way to fix the problem with this one but may not have a choice and will have to take it back for another. 

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‎12-21-2018 16:30

In response to cyndibaker1950

‎12-21-2018 16:30

yes. I've seen on this forum that other people have had syncing issues etc. and have gotten replacements in some cases. Seems like you are having issues above that though since not only syncing is failing, but also heart rate is not being tracked, and sleep tracking is failing. I believe there is a way to set up your sensitivity. Make sure that this is set to normal. Go to advanced settings on the fitbit app on your phone, and make sure where it says sleep sensitivity that it is set to normal. Also make sure your heart rate is enable by going to settings on the watch and scrolling down to hear rate. It should say on. Best of Luck!

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‎12-22-2018 14:52

In response to Chelsea.Sierra

‎12-22-2018 14:52

Thanks! I'll definitely give those suggestions a try asap. I really hate to give up on this watch till I make every attempt to fix it first. I appreciate your help very much.

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