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Re: Versa not tracking steps

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‎03-25-2020 15:15

‎03-25-2020 15:15

I just updated the Tracker software and after that I have had numerous problems...  stops tracking steps randomly, won't hold the steps in memory, stops tracking BPM, touchscreen stops working, etc.  It seems to fix the problems every time I reboot, but then it stops working again and I have to reboot.  I haven't been able to show a full day of steps since I downloaded this most recent update.  I have a feeling this is a bug in the latest software update.  Anyone else??  

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‎03-26-2020 12:55

In response to tammyinca

‎03-26-2020 12:55

@tammyinca This sounds awful. I am afraid a regular reboot won't cut it at this point. You can attempt hard reset using buttons. Somehow I lost track which model of Versa you have 1 or 2, so I am posting steps for both:

 

For Versa 1:

 

  1. Press and hold all 3 buttons until Fitbit logo appears (this may take up to 3 minutes)
  2. Release the bottom right button
  3. Wait until you feel strong vibration and release the other buttons.

You may need to attempt the reset a few times to find the optimal times. Trying holding the buttons longer, as long as it's needed for the vibration to appear.

 

For Versa Lite and 2:

 

  1. Hold the back button for about 8 seconds. 
  2. When the Fitbit logo disappears:
    1. Release the button briefly (for less than 2 seconds). 
    2. Hold the button again until you feel a second, longer vibration, which indicates you initiated the factory reset. 

You can set up the watch back to the Fitbit account by following the instructions on this link: How do I set up my Fitbit device?

 

If you're not successful with the factory reset, I am afraid you will need to reach out to Customer Support to guide you through the next steps. Here's the link to Customer Support page.

Marrrmaduke | Canada
Charge HR, Blaze, Charge 2, Charge 3, Inspire HR, Versa Lite, Versa SE, Aria

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‎03-26-2020 11:54

‎03-26-2020 11:54

@tammyinca Can you please verify your firmware version, phone model and OS?

Marrrmaduke | Canada
Charge HR, Blaze, Charge 2, Charge 3, Inspire HR, Versa Lite, Versa SE, Aria

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‎03-26-2020 12:12

In response to Marrrmaduke

‎03-26-2020 12:12

Hi @Marrrmaduke!  Unfortunately, this morning, the touchscreen is no longer working and my Versa is definitely having issues.  I turned it off last night hoping that would help, but the problems got worse when I took it off the charger this morning.  Tried rebooting several times and still no luck.

 

So, I'm not sure how to check the firmware version because I can't scroll right to get to the settings icon? Is there a way to check that from my phone app?  I use an iPhone 8 with iOS version 13.3.1.  Does that help??

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‎03-26-2020 12:55

In response to tammyinca

‎03-26-2020 12:55

@tammyinca This sounds awful. I am afraid a regular reboot won't cut it at this point. You can attempt hard reset using buttons. Somehow I lost track which model of Versa you have 1 or 2, so I am posting steps for both:

 

For Versa 1:

 

  1. Press and hold all 3 buttons until Fitbit logo appears (this may take up to 3 minutes)
  2. Release the bottom right button
  3. Wait until you feel strong vibration and release the other buttons.

You may need to attempt the reset a few times to find the optimal times. Trying holding the buttons longer, as long as it's needed for the vibration to appear.

 

For Versa Lite and 2:

 

  1. Hold the back button for about 8 seconds. 
  2. When the Fitbit logo disappears:
    1. Release the button briefly (for less than 2 seconds). 
    2. Hold the button again until you feel a second, longer vibration, which indicates you initiated the factory reset. 

You can set up the watch back to the Fitbit account by following the instructions on this link: How do I set up my Fitbit device?

 

If you're not successful with the factory reset, I am afraid you will need to reach out to Customer Support to guide you through the next steps. Here's the link to Customer Support page.

Marrrmaduke | Canada
Charge HR, Blaze, Charge 2, Charge 3, Inspire HR, Versa Lite, Versa SE, Aria

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‎03-26-2020 13:06

In response to Marrrmaduke

‎03-26-2020 13:06

Thanks @Marrrmaduke I appreciate the information.  I have a Versa 1, so I will try factory reset instructions you gave below and see what happens.  Hoping this fixes it!!  🤞 I will post whether or not it worked.  Thanks again for taking the time to help others!!

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‎04-05-2020 16:55

In response to tammyinca

‎04-05-2020 16:55

I have been having these same issues and chatted with support.  After 2 days and hours of trying they told me this was a known issue and they were working on it with no estimated time of when it will be fixed.  That was on March 28th and I still have not seen an update or been able to get my Versa to work.

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