Steps shows "undefined" instead of actual steps

[VJO]

My fitbit says undefined for my step count why?

Moderator edit: Subject for clarity 

[HeydyF]

Hey @VJO, it is great to see new faces around! Let me see if I understood your concern. So your steps are not showed on your Versa, is that right? Or are they not appearing on the app when you sync? Please give me more details so I can help you out better. 

I'll be around! 

[VJO]

Hi, yes were the step count would shows on my versa it’s says undif 

[Marrrmaduke]

@VJO could you please take a picture and post it here?

[Shelbell66]

My versa is doing the same.  On the face of my Fitbit where the accumulated steps always show it says undefined.  When I swipe up to see the actual details it does list the steps.  I have tried restarting it twice.  Any tips?

[SueCala]

I’m also having the same problem. On watch face steps feet pic is there but the number is replaced with “Undefined”. Also the little cloud appears with dashes where the heart rate is supposed to show. Has been this way for more than a day now. 

[HeydyF]

Thanks for your response @VJO! A picture of this message, as @Marrrmaduke asked, on your Versa would very helpful for me to further investigate this. But in the meantime, please try to restart your Versa by following these instructions: 

1. Press and hold the back (left) and bottom buttons until you see the Fitbit logo on the screen. This should take less than 10 seconds.
2. Let go of the buttons.
3. If your Fitbit Versa doesn't work normally, use the instructions in How do I turn off my Fitbit device? to turn your watch off and on again.

I'll be around! 

[Shelbell66]

A little fuzzy but this is what I see!

[DramaQueenDiva]

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@Shelbell66 wrote:

My versa is doing the same.  On the face of my Fitbit where the accumulated steps always show it says undefined.  When I swipe up to see the actual details it does list the steps.  I have tried restarting it twice.  Any tips?

---

Out of curiosity, have you tried a soft reset (two button press on the Versa) or a Factory Reset (three button press)?

[HeydyF]

Thanks for  posting that picture @Shelbell66! Have you already tried to restart your Versa as I previously suggested? You can also wait until the battery drains out, then recharge it and restart it again. 

As @DramaQueenDiva said, a factory reset could also be a solution, just keep in mind that everything on your Versa will be deleted, so you'll have to sync your data and then try the factory reset. 

Let me know how it goes! 

[VJO · Accepted solution]

I did a restart twice and the same, but later on I change the clock face and since than it’s had been ok. Just had some issues with not receiving notes from messenger and when I got a text message but I did a restart again and I did get the text message notation after that. Haven’t got a message on messenger so I have not been able to test that. But step count shows correctly for now.

[SueCala]

Thank you. I’ve restarted phone, reset watch with 2 and 3 button method, reinstalled app, deleted and re-set up device. No change. Can still see steps and other data within the app but face display remains the same - steps undefined and no heart rate. Maybe I’m dead???????🤔
I don’t know how to include a photo in this reply as there doesn’t seem to be a camera option.

Sent from my iPhone

[SueCala]

Yep. Done it all. Still no change.
🤔

Sent from my iPhone

[SueCala]

That’s a thought that could be part of problem. My face is butterflies so maybe that’s the issue. Worth a try. Thank you.

Sent from my iPhone

[SueCala]

Different clock face but that's what mine showed as well - undefined steps and no heart rate. I took VJO's advice and changed the clock face and now no problem. 

[HeydyF]

Hey @VJO, thanks for the update! Sounds great that your Versa is showing steps again on it's display.

@SueCala, it is nice to hear that your Versa is showing steps now by changing the clock face. 

If you have further questions or comments, let me know guys! 

[ThiPhomprida]

I did both ways to shut down and restart and I am still showing "undefined for my steps etc... what else should I do?

[Marrrmaduke]

@ThiPhomprida This is probably an issue with the 3rd party clockface you're using. Please install a different clockface on your Versa. In the meantime you can contact developer of the clockface you're using in order to report the bug.

[HeydyF]

Welcome aboard @ThiPhomprida! Thanks for restarting and shutting down your Versa. As previous users mentioned, and @Marrrmaduke as well, please try to change the clock face you are using, 'cause it seems that the issue is with the clock face itself that you are currently using. 

Let me know how it goes! 

[wsdyment]

Clearly lots of different watch faces such as mine are having the same issue so suspect it a a new Fitbit software issue.