Not counting floors or swimming 😞😞

[Lauradev]

So yesterday my cards just randomly stopped counting the floors I was taking. On average I do between 30-50 living in a three story certainly helps with this. But yesterday it only clocked 12! Then today is 0!! I’ve done several resets but nothing seems to do anything. I’ve also been swimming today, selected the swimming app and although it counted the minutes swimming is counted 0 laps and 0 calories. As the evening has gone on it’s also started to become really difficult to swipe between screens and it’s getting stuck on a screen or flickering on a screen. Please help x

[lenny4d]

@Lauradev  - ouch, that's no good. Have you tried soft restart?  Hard reset? You should try those two things first before deciding the thing is nearing death....

[Marrrmaduke]

@Lauradev Just to clarify, you're talking about the tracker and not the Fitbit mobile app? Does it sync without issues? Does Fitbit mobile app reflects the data shown by versa? As @lenny4d has suggested, please try rebooting your versa several times first. To reboot, press and hold the left and bottom right buttons until Fitbit logo flashes. If this doesn't help, remove Versa from your account (in Fitbit mobile app), forget it in your phone Bluetooth settings, and perform factory reset. Factory reset will erase all data, so make sure you sync it first. After factory reset, you will have to set up the tracker again in your Fitbit mobile app.

[Lauradev]

Thanks so much for your help and advice 

So I’ve reset a few times left button with right buttons and then release top right button but still not counting floors. Will be swimming this morning so will see if it makes a difference with that. 

Its not having a problem syncing to my app so do I need to delete and Reinstall? 

[Marrrmaduke]

@Lauradev If the stats are the same on your Versa and in Fitbit mobile app, and you're still not getting floor count or laps, you might have to perform factory reset. This is not a regular reboot you have just performed. This will wipe your versa and bring it to factory defaults. For that reason, it should be a last resort option. To perform a factory reset, please sync your tracker and then remove it from your account. Then open Settings on your Versa, scroll down to About and tap factory reset. After reset is complete, open Fitbit mobile app and set up Versa again as a new device. Follow the instructions on the screen.

A word of advice: after factory reset, Versa will automatically download the newest firmware which is 2.2 as opposed to 2.1 that you're currently running on. This firmware still has some kinks and some 3rd party apps/clockfaces may not function properly. 

PS. Out of curiosity, if you inspect your versa closely, near the heart rate monitor, do you see any condensation accumulating?