Updates routinely screw up Versa heart rate monitor

[dlopresti5]

Let me first say that I LOVE my Versa, but every time an update is pushed out, I lose my heart rate monitor and sleep tracking.  I have to remove the device from my app, do a factory reset, and reinstall (sometimes multiple times) to get these features functioning again. This is extremely time consuming and frustrating! Is there no way Fitbit can get this one figured out?

Moderator edit: format

[JuanJoFitbit]

@dlopresti5 Welcome to our Fitbit Community! I'm sorry about the experience you've had with your Versa after updating its firmware. I would like to follow up and would like to know if your heart rate is still not working or if the issues have been fixed after you troubleshooted.

Thank you for reporting this issue and sorry for any inconvenience.

[dlopresti5]

It was not working after my many reinstall attempts yesterday, but this morning there was a notice in the app that the Fitbit network would now update.  Once that occurred, everything seemed to be working again.  Fingers crossed it stays that way.  Thanks for following-up.

[dlopresti5]

Spoke too soon.  Lost BPM again!  I'm attempting another factory reset and re-install.  This time I deleted the app and re-installed it prior to starting the tedious process of re-installing the Versa.  It's maddening at this point and I'm starting to wish I had bought a Garmin. 😞

[dlopresti5]

After all that, still no heart rate monitor!

[Marrrmaduke]

@dlopresti5 could you please clarify what you mean by losing heart rate and sleep tracking? Do you mean Versa is not recording this information? Or it doesn't show in your Fitbit mobile app?

[dlopresti5]

The Versa's heart rate monitor is not working.  The green light on the back is no longer lit up and it is not functioning/tracking.  I have found that when the heart rate monitor is not functioning, then sleep tracking also stops functioning.  So since the actual device is no longer recording this information, then there is information to sync to the app.

[Marrrmaduke]

@dlopresti5 thank you for elaborating on this. You're right about the link between sleep tracking and heart rate monitoring. As you have ready tried hard reset (wiping versa and setting it up again) numerous times, the best course of action would be contacting customer support in order to obtain a replacement.This should not be happening and I am afraid might be a hardware issue. 😑

[51163]

I noticed that too, but last update heart rate high, active minutes very high , sleep stages gone , breathing rate and HRV also gone, versa is only 2 and half weeks old.  Did all troubleshooting customer service said but still not working right.  They say update coming in future, but no time given.