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No sleep and heart rate tracking - Streak on display

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‎12-09-2019 14:38 - last edited on ‎12-10-2019 11:22 by Fitbit Moderator

‎12-09-2019 14:38 - last edited on ‎12-10-2019 11:22 by Fitbit Moderator

I purchased my Versa in Feb 2019 and has worked great until Nov 28th when it last measured sleep and heart rate and also stopped giving me my notifications at 10 mins before the hour.  It still measures steps and celebrates wins.  It is also starting to show a little red streak down the left side of the clock face.  I've turned it on and off to try to reset it...nada.  Any suggestions?

 

Moderator edit: Subject for clarity 

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‎12-10-2019 11:18 - edited ‎12-10-2019 11:23

‎12-10-2019 11:18 - edited ‎12-10-2019 11:23

Hello @Marty428, welcome to the Community Forums! 

 

Thanks for bringing this to my attention and troubleshooting your device prior to posting. To better assist you with this, can you please let me know if your device isn't tracking sleep information at all or Sleep Stages? As it turns out, since this feature needs heart rate data to be recorded and your device isn't recording such information, this could be the root cause. However, it will be a different story if it's tracking sleep but in a less-detailed way with our auto-sleep logs. 

 

In regards the heart rate, can you please let me know if the heart rate sensors of your device are still flashing? If you haven't already done so, I recommend you to check our help article: Why don't I see my heart rate on my Fitbit device? and let me know how it goes. 

 

Lastly, for the red streak that's on the display, can you please try changing the clock face of your Versa with a Fitbit original one? You can refer to our help article: How do I change the clock face on my Fitbit device? to do so.

 

Keep me posted and let me know if you have any additional questions.

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‎12-10-2019 14:39

In response to RicardoFitbit

‎12-10-2019 14:39

Thank you Ricardo for your response.  

It isn't tracking sleep at all

The lights for the heart rate sensors are not flashing

I couldn't find the original clock face...I searched fitbit original but nothing specific popped up.  I just switched it to a minimal face and the red streak is still there.

Does it make sense to try to reset to factory settings?

Thank you for your support

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