RESOLVED: Steps count increase while charging Fitbit Versa

[AlessFitbit]

Fitbit Update: 9/09

 Hi, Versa Fam! 

Thanks so much for your patience while our team continues to investigate and work on this issue. We're still working on this and I hope to have more information for you all very soon. 

As soon as there is a fix in place, I will make sure to announce that here. Please stay tuned and subscribed to this thread for updates. 

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Fitbit Update: 7/25

Hey, everyone!

I know many of you are wondering what the status on this bug is and I'm here to reassure you this is still being worked on by our team. For anyone still getting ghost steps on their Versa's, we are definitely working towards a fix. I don't have a timeline for when the fix will be released, so I appreciate everyone's patience for the time being. I recommend if possible, placing your Versa on a different flat surface without any vibrations to prevent the extra steps. 

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Fitbit Update: 6/21

Hi, everyone!

Sorry to hear that some of you are accumulating unwanted steps while charging your Versa's. Thank you for taking the time to report this issue here on the forums. Our team is aware of this affecting some of you and is working towards a fix on a future firmware release.

Thanks for your patience for the time being. 

[Nu2_4rum]

What software update? Do you mean Fitbit OS firmware for the Versa? Mine is running 32.32.10.15. Is that no longer the latest? Or do you mean an update to the Fitbit app?

Sent from Mail for Windows 10

[Nu2_4rum]

I too have posted about this. And about when the watch is not on a wrist. (It know when it is not, because it receives no pulse, and it locks the screen so you have to enter your PIN, which is proof.) One of my posts about this went to a wrong place and the moderator removed it.

Sent from Mail for Windows 10

[Woodsfortysix]

This may have been posted before, but my Versa was recording ghost steps while on the charger at night.  I changed the power supply from an Apple 5w (comes with the iPhone) to a 10w (comes with the iPad) and the issue stopped.  

I wonder if the issue with the Versa is related to the charge rate?

[winnie1280]

The last two times I charged my Versa I charged it using my computer and no
added steps. Maybe charging it using my computer has corrected the ghost
step issue. That would be nice

[Nu2_4rum]

Perhaps there is sensitivity to fluctuations in the supply voltage from the PSU. Such fluctuations are inevitable because a typical PSU is cheap and cannot be expected to produce a very smooth voltage level. Also household equipment such as washing machines can produce voltage spikes that may not be sufficiently suppressed.

I wonder if the voltage from a USB socket on an idle laptop (given that the voltage will be buffered by its rechargeable battery) might be better for the Versa than a USB PSU that plugs into a power socket.

Has anyone done some experimenting that might provide some evidence either way?

Sent from Mail for Windows 10

[Lynnkimmylynn]

Same problem. Tried every solution and have not found anything to fix it. Frustrated!!!

[Juliellewe]

I have had no feed back yet as to why my phone wont pick up steps if out on a walk and ive needed to leave my versa at home charging. My flex 2 still picked up steps on my phone if i had it in my pocket so i could charge my flex 2 at home and not miss out on steps. I dont suffer we ghost steps at all so no problems at all with that. Feed back would be very much appreciated. Thankyou

Sent from my iPhone

[Buercky]

I find it insulting that this canned answer is the only one being given by Fitbit. I would appreciate a real answer. A company that makes millions of dollars in sales and has the ability to create “high tech” devices certainly should be able to figure out how to disable a step counter while it is being charged. I do not believe that you will actually put resources into this issue until it hits your bottom line. I for one, will discourage anyone from purchasing any Fitbit product.

[slellis128]

I agree 100%!!! I tell everyone who asks me that they should save their money. I suggest the read through the threads in the fitbit community before they do.

[GenevieveS]

I just woke up, and my fitbit was charging all night on a flat, non-vibrating surface but apparently I've already walked 8kms. Yesterday I actually did walk 9kms, and it didn't auto-log it as exercise.

[awolf2432]

When will this issue be resolved? I have way more steps than ever before and I know that it is not accurate. I liked my previous Fitbit but it was accurate which is why I chose to purchase another one, but if it is not up to speed I would like a full refund on my Versa considering I just got it Friday.

[Tjh19943]

You are exactly right! It is junk. It cannot perform the basic function of tracking steps. Shame on Fitbit for not doing something to compensate people who have wasted their money on this!

[geepondy]

I was hoping some YouTube savvy member of which I’m not, might get this mystery step issue out to YouTube so the masses outside the Scope of this forum could become aware of this issue and the lack of a timely fix from Fitbit. 

[Tavi1234]

Don't count on a fix anytime soon --- just more excuses of how they are "working on it". If you can, return it. There are other trackers out there....

[MarcoGFitbit]

Hello everyone, I hope you're doing well. 

I appreciate your participation in the Forums and for having shared your experience with the Fitbit Versa. I understand some of you have still experiencing issues with your watch counting steps overnight and have already tried all the troubleshooting steps provided. 

At this moment, if you're still having trouble with your Fitbit Versa, I would like to suggest you to perform a factory reset on it. A factory reset will delete all the information the watch has recorded for that specific day, so please keep that in mind. 

To perform a factory reset:

1. Tap on the Settings app in your watch
2. Scroll down and tap on About.
3. Scroll down and tap on Factory Reset. 

After that, please monitor your watch and keep us updated about this situation. Thanks for your patience and understanding, I hope you have a great day. 

[slellis128]

MarcoGfitbit, I think your suggestion about doing a factory reset is insulting! Like we didn't follow that instruction when it was given MONTHS ago!  Is another factory reset really going to make any difference whatsoever? I don't think so! 

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@MarcoGFitbit wrote:

Hello everyone, I hope you're doing well. 

I appreciate your participation in the Forums and for having shared your experience with the Fitbit Versa. I understand some of you have still experiencing issues with your watch counting steps overnight and have already tried all the troubleshooting steps provided. 

At this moment, if you're still having trouble with your Fitbit Versa, I would like to suggest you to perform a factory reset on it. A factory reset will delete all the information the watch has recorded for that specific day, so please keep that in mind. 

To perform a factory reset:

1. Tap on the Settings app in your watch
2. Scroll down and tap on About.
3. Scroll down and tap on Factory Reset. 

After that, please monitor your watch and keep us updated about this situation. Thanks for your patience and understanding, I hope you have a great day. 

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[Runtu]

I started posting to this forum a few days before I even receive my Versa, once I received it I started to use it immediately and started to write down all issues, you can see in all my posts since August 2nd, 2018.  That being said even as today is coming to a close before I Charge it, I still have not received really any ghost steps on a regular bases. A few where recorded especially after the app updated, however not enough to worry about.

I have been comparing it to my husbands on a regular bases, he has a Charge 2, and we are really almost identical.  My point is that it is quite obvious that there is an issue with some Versa’s.  It is also obvious it is not happening to everyone’s watch.

I stand by my previous statements If you are suffering with thousands of ghost steps or ghost floors, you clearly did not get what you paid for. If a refusal of a refund, you know what options you have, just need to do it.

It has been over 4 weeks that I have been using mine, I can’t complain.......yet. ☹️

PS: moderator of forum, your posts are not helping with your vague responses....it is just fueling the fire.

I will continue to post updates here.

[shughesy]

Hi I already tried that fix and a new Versa is being sent to me. So clearly
the factory reset doesn't fix the issue. I'm getting concerned that my next
Versa will be a dud too

[Runtu]

So you are aware, according to your sales contract, if you are retuning your Versa due to ghost steps, they do not have to send you a new one, you might get a new one, but you might also get a refurbished one. Read the contract on returns and exchanges.

Again no ghost steps on mine, it is working correctly.  With the exceptions of a few days per my post. I charge it the same way, I have charged it at 50%, 35% and tonight at 23%. I will see if more ghost steps appear after charge.

[shughesy]

I'm aware. That doesnt make it any less shady. I've never had issues with FitBit before this, so I don't care for the tone of your response.