The heart rate monitor on my Versa stopped working

[MichaelCz]

Hi,

I have an issue with my Versa. From two days HR doesn't work or just stucked.There are still on the screen numbers "123" and it doesn't matter if I have it in my hand or not. I tried shut it down, hard reset, re-instal the app and nothing has changed. Moreover, the green lights on the button of the device do not blink. Any ideas?

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there @MichaelCz, welcome to the Community Forums. I'm sorry to hear that the heart rate monitor of your Versa has stopped working. I appreciate you took the time to troubleshoot your watch prior to posting here, I'll be glad to continue assisting you.

If you haven't done so yet, I'd recommend the following steps:

• Switch the Heart Rate settings from On to Off and manually sync your watch. To switch the heart rate settings on your watch, from the main screen of your watch, swipe left until you see "Settings", next swipe up until you see "Heart Rate" and switch it to Off.
• Once it's done, manually sync your Versa. To do so, open the Fitbit app, tap on the Account icon, tap on your Versa's image and tap on "Sync Now" 
• Next, switch it from Off to On and manually sync your watch once again. 
• Once it's done, restart your watch.
• Next, confirm that your tracker is snug on your wrist (the lights shouldn't be visible) We also recommend when you're not exercising, wear the tracker just above the wrist bone.

Additionally, please see: What factors can affect my heart-rate reading on my Fitbit device?

Hope this helps, let me know if you need further assistance. 

[MichaelCz]

Dear Maria,

thank you for the information. Unfortunately it doesn't helped. Still on the screen of the device I have "123" numbers next to heart logo. By the way, after shut down my versa it doesn't wake up after pressing any key. I had to press and hold all 3 buttons. 

Best Regards

 

[MarreFitbit]

Hi there @MichaelCz, thanks for the update and for the photo attached. 

As a last resort, I'd like you to please try changing the clock face to a different one to see if the heart rate still shows "123" (try switching to a one developed by Fitbit). Also, please check the Fitbit app and see if it shows the "123" like your watch or if it's actually updating your heart rate as it supposed to do.

Changing the clock face would also help with the screen that is not waking up unless you press and hold the 3 buttons. 

Give this a go and let me know how it goes. 

[MichaelCz]

Dear Marre,

no data. I'm afraid that the HR module does not correspond.

 

 

[MarreFitbit]

Hi there @MichaelCz, thanks for your response and for sending those photos for a better understand of what you're getting on your watch and Fitbit app. 

I appreciate you had followed the tips and recommendations provided above. Since this sounds a bit more serious, I've created a support case on your behalf - you should receive an email from Customer Support at the email you used to register with the Community forums. Note that we may take a bit long to get back to you since due to recent events affecting our operations, support options are limited and wait times are longer than usual. If you have any questions, don't hesitate to let me know.

[MichaelCz]

Thank you.

Best Regards

[MarreFitbit]

It was a pleasure to help you @MichaelCz. I'll be around if there's anything else I may do for you in the meantime. 😉

Have a nice day!