Tracking has stopped

[Smith4960]

I switched to the new update last Friday and since then I have not been able to track anything except steps. I have done a hard reset and it still does not work. I really use the hourly activity notification and the heart rate. Please get this fixed. I use the app on my iPhone X max. 

[LiliyaFitbit]

Welcome to the Fitbit Community @Smith4960.

I appreciate your participation in the Forums and sharing that you have not been able to track anything except steps after the new update. Thank you for your efforts to resolve the issue and for letting me know that you have iPhone X max. I would like to confirm if you see your stats on the watch itself? Do you see your stats on the app? I will be glad to investigate further. If you refer to the recent Fitbit app update, I recommend checking this help article with useful information: What’s the new Fitbit app experience?

Looking forward to your response! 

[Smith4960]

I can the steps taken on both but nothing else. It doesn’t alert me to get up and move to get hourly steps in. It doesn’t show heart rate or sleep. 

[LiliyaFitbit]

Hi @Smith4960, thank you for your reply. 

I appreciate the additional details and recommend to restart your device as described in this help article. This will refresh your watch internally. Please confirm that your reminders to move are turned on: 

1. On the Fitbit app dashboard, tap the hourly activity tile. This is the tile that shows the number of hours you completed 250 steps.
2. Tap the gear icon and confirm that Reminders to Move are set to on. 

Regarding the issue with sleep, I recommend sleeping with the watch on your non-dominant hand if you haven't been doing it already. If you wish, you can manually log sleep to reflect the time slept. See instructions in How do I change my sleep history?

I recommend checking this help article if you don't see your heart rate: Why don't I see my heart rate on my Fitbit device?

Let me know how it goes.

[Smith4960]

I have everything set to on. I tried restarting and uninstalled and reinstalled the app. Nothing changed. Now it’s draining the battery like crazy. I have had the versa for a year and this is the first time I’ve ever had any issues. 

[LiliyaFitbit]

It's nice to see you around @Smith4960. I am sorry for the delayed response. 

Thank you for your efforts. Since you continue experiencing issues with your device, I've sent your case to our Support team so they can investigate further and provide a solution. You will receive an email from them soon.
 

I'll be around if you need further assistance. 

[Smith4960]

This issue has not been resolved. Everything has stopped except the time. I am very frustrated. 

[Motherrunner05]

I am having the same problem. All of a sudden nothing but the time shows. Urggg. 

[LiliyaFitbit]

Welcome to the Fitbit Community @Motherrunner05. It's nice to see you around @Smith4960.  

@Smith4960 I am sorry to hear that the issue with your watch has not been resolved. I totally understand how you are feeling. I suggest to keep communication open with our Support team since they have already all the details and special tools to continue assisting you. 

@Motherrunner05 thank you for joining the conversation and sharing that you're experiencing the same issue with your device. Have you tried to restart your device and change the clock face? Be sure to keep your app up-to-date. In order to update your app you can follow the steps provided here.

Please keep me posted.