Not tracking steps

[jpb35]

Hi, 

For some reason my Versa isn't tracking steps, its about 10 months old and I haven't experienced any trouble with it before now. I have tried the reset (holding the two buttons) several times, the factory reset, shutting it down and changing to different clock faces...unfortunately nothing worked. The other features are all working fine. Im all out of ideas, any tips???

[NellyG]

Hi @jpb35 That sounds really weird! I have flagged a moderator to come and help you.

[JuanFitbit]

Hi @NellyG thank you for your help and for notifying us about this situation!

@jpb35 , a warm welcome to the Community! Thank you for your information and trying to solve the situation by yourself.

Could you please  confirm if you don't see the steps on the watch at all, but when syncing the steps are shown in your app?

If so this might be cause by the clock face you are using! It has happened that 3rd party clock faces, sometimes they don't show you a stat. In that case I'd suggest you to change the clock face to a one designed by Fitbit. 

If you don't see the steps neither on the watch nor the app after syncing, please let me know

[jpb35]

Hi, 

I dont use a third party clock face. though I do not wear the Fitbit when I sleep ( I keep it on my bedside table at night) I wake to see that It has counted several hundred steps even though it has not moved,  however, when I walk it either counts incorrectly or not at all. The results are the same when synced with the app. 

[JuanFitbit]

Hi @jpb35 , thank you for your reply and further information!  When you leave your tracker on the bedside table, please be aware that nothing should be on the backside, where the green LEDs are placed! This could activate the watch "thinking" that you are bearing it, and it not being able to record a heart rate!

Please perform this steps to check if the watch is counting the steps correctly! 

Factors such as device placement, dominant or non-dominant hand and stride affect the number of recorded steps. If you're pushing a stroller or cart, try putting your wrist-based device in your pocket or, if possible, using GPS.

If it still looks like your device is not enough or too much, try a step test:

1. Put your device on your wrist, and check the already recorded steps.
2. Walk 100 steps, be sure to count every step of your feet.
3. Then please check your app to see your step count.

If your device has counted more or less than 100 steps, restart the device and repeat the step test.

Let me know how it goes!

[nicno]

I have the same problem

Steps are counted but completering incorrect

But I noticed that only 1 green red light is working

have impression in past this were more lights, can this be the readings?