Step count stuck at -1

[David_J]

A bizarre problem with my Versa started this morning.

After wearing it overnight, when I woke up the floor count was 175 and step count -1.

Turning it off and on made no difference, so I tried deleting the Versa from the app and did a factory reset.

After going through the setup process again, the problem is still there. Coincidentally, I'd just updated the app to  2.74.1.

I've gone back to my Charge 2 for the moment. Oddly enough, I think the Versa is still registering step counts with the app - it always displays -1 on the device, though.

I opened a support ticket but no response yet.

[SteveH]

That is bizarre. I've not seen a post reporting anything similar.

When you get some news from support would you mind sharing it here?

[David_J]

Even more curious, it has reset itself overnight and now seems to be working normally - for the moment.

I think what may have happened is that while I was sleeping, the Versa started counting false steps and stairs for some reason. The steps went so high (one clock face showed it in the trillions) that the number went binary negative to the native fitbit app. The stair count went to a mere 175.

At midnight the next night, both counts reset to zero.

The other odd thing is how the Versa kept the high counts after a factory reset - the Fitbit app did not show the high step count but it did show the high stair count.

Only an initial boilerplate response from support so far.

[David_J]

Fitbit support has offered a replacement.

After my Versa reset the -1 step count at midnight, it seems to be functioning correctly so I'm going to hang on to it for the moment rather than return it, on the assumption that it was a software/firmware glitch rather than a hardware problem.

[SteveH]

Thanks for the update