Problem with Versa not registering sleep or innacurate tracking sleep

[Oanas]

Hi, I have my Versa for about 4 months or so, previously I have owned a Surge but returned it cause the wristband was broken (typical Surge issue). Up to 2 weeks ago I got quite well with the Versa. 1 week ago it started to provide wrong sleep data (like showing that I slept just for a part of the night, there were several hours with no sleep data registered), now it just stopped showing any sleep tracking. Did the restart procedure with no effect. Please advise! 

[Marrrmaduke]

@Oanas Can you please take some screenshots of the heartrate recordings (in the Fitbit mobile app) for the nights Versa did not register sleep? Please post them here, so we can see if the issue is not related to HR monitoring.

[Oanas]

I guess it is not related to missing HR. In fact, I check regularly when I am awake if the watch is registering my HR, as I am aware that some issues could be related to missing HR

[Marrrmaduke]

@Oanas Try going to your Account settings and switch Sleep Sensitivity to Sensitive. Also take a look at this post.

[Oanas]

Did everything, still not working. To be honest I am quite disappointed, this is the fourth Fitbit in our family (me 2 with first changed due to technical issues as well, my husband 2 but had to return to service twice). I am seriously thinking to change to a different brand, and I feel that Fitbit management should get more involved regarding customer’s feedback and oppinions. So if I will return this one I will change it for a different tracker, I’m afraid. Should you have any recommendations, pls let me know

[Marrrmaduke]

@Oanas has it recorded any sleep since 12/01? Also, I would like to make sure you have All-day Sync, Always Connected and Keep Alive Widget enabled in your Fitbit mobile app. The final thing you can do is to restore the tracker to factory defaults. This will wipe the data, so make sure to sync first. You will also need to remove Versa from your Fitbit account (in Fitbit mobile app) and from the paired devices list in your phone Bluetooth settings. To perform factory reset just open Settings app on your Versa, scroll down to About and tap factory reset. Now reboot your phone, open Fitbit mobile app and once Versa displays Setup screen add it as a new device.

[Oanas]

Hi, I have All day sync, always connected but the feature keep alive widget is not present in my app (ios). Please see attached the screenshots of my last 2 weeks. Haven’t done yet what you have suggested as the last thing to do

[Marrrmaduke · Accepted solution]

@Oanas I must have forgotten you're on iOS. There's no Keep Alive Widget there as simply it's not needed. Before you perform factory reset (as at this point it's the only solution left), out of curiosity, does your Versa recorded any activity like steps, active minutes for those sleepless nights? Basically, Versa needs you to stay motionless (or near motionless) for an hour to mark the beginning of sleep period. So I'm curious if it somehow is getting confused. Nevertheless, factory reset it is. Good luck.

[Oanas]

Merry Christmas! It seems that my sleep log is back on track! Thanks a lot for your help!

[Marrrmaduke]

@Oanas I'm glad! 🙂