Versa 2 HR sensors not working - Not tracking sleep

[cp_ozie]

My Varsa 2 is not registering Heart Rate and Sleep.

The rear light sensor is not working.

I have disabled heart rate and sleep

In settings rebooted the watch then turned the two functions back on again in settings and rebooted the watch again but still the rear light sensor is not working and it’s not registering Heart Rate or Sleep.

Moderator Edit: Clarified subject

[RicardoFitbit]

Hello @cp_ozie, welcome to the Community Forums! 

Thanks for bringing this to our attention and for trying some troubleshooting steps before posting over here. First, can you please let me know if the heart rate sensors of your device are still flashing? If you haven't already done so, I recommend you to check our help article: Why don't I see my heart rate on my Fitbit device? and let me know how it goes. In regards sleep tracking, is your Versa 2 not tracking sleep information at all or Sleep Stages? When was the first time you experienced this issue and how many times since then? You can try our restart process and then wearing the Fitbit on your non-dominant hand when you're going to sleep, let me know if the issue persists.

Looking forward to your reply.

[kksteele3699]

I am having the same issue since Saturday. I have tried all reset option.  I do not have any lights flashing on the back of the watch. 

[Bunny-Sun]

Hi! Same thing here for few days.

I have search the community and did every troubleshooting steps mentionned before posting.

Still, there is no lights at all at the back of my watch. On the screen, there are 2 dotted lines beside the heart instead of the regular heart rate.

Please, could you also help me with this issue?

By the way, the watch is less than a year old. I bought it last december.

[cp_ozie · Accepted solution]

Hi

The light on the rear is not flashing at all. I have read all the help article on this site and tried everything that has been suggested to try and still not working.

This stopped working on the 25th of September that's the last time I had a sleep report.

I am wearing the watch on my non-dominant hand.

Sleep tracking and Heart BPM have not worked since September 25.

[dlopezuy]

Having the same issue with my Versa 2, I think it's related to the latest update, because things were working fine a few weeks ago.

In my case the HR sensor green light turns off by itself a couple hours after restarting the watch. Tried restarting multiple times, disabling the heart rate features and restarting, doing a factory reset and setting everything up again, changing the clock face. But no luck with any of the "common" solutions, haven't tried uninstalling the app on the phone, but I'm pretty sure the issue is with the watch and not the phone.

Also, whatever makes the HR sensor stop working, makes the watch restart while a workout is happening, for example on a normal 1 hour session, the watch restarts once or twice and if it does not restart it will lock the HR, making any workout tracking useless.

Anyways, is there a way to rollback to an old version of the Fitbit watch OS?, I'd like to try that, because as it is, the watch is almost useless, if I wanted it only to tell the time, I would've have bought a regular watch.

Just as a hail mary tried uninstalling and installing the Fitbit app on my phone and the issue persists. Either the firmware broke the watch or the watch broke, but because it's intermittent and a restart solves it, I'd wager its a software issue and not a hardware one.

Moderator edit: merged reply

[cp_ozie]

My Versa 2 is still under warranty.

Who do I contact to have it fixed or replaced.

 This is the second time I've had problems with FitBit. I should have spent a bit more and bought an Applewatch.

[1995Amurray2011]

My last sleep log was the 23rd of September I really think this issue was from an upgrade but I hope it gets resolved soon 

[Versa2Ire]

My story is exactly the same as those outlined above. Sensors not working, so no sleep or HR functions. It’s happened my Versa 2, bought in March 2020. Tried all the re sets etc. So frustrating - are we now supposed to wait for a new firmware update?  It would be nice if Fitbit could comment.  

[lallred27]

I have had the same issue since the latest firmware update for my versa 2.  Update was done on 10-17-2020 an sleep exercise and heart rate all stopped working.  Basically turning my fitbit into an overpriced basic pedometer.....

[Crawfish898]

I’m having the same issue, mine won’t track my sleep or my heart rate, I’ve tried all the help articles, I’ve reset it multiple times, and I haven’t had any luck since august, any other suggestions?

[lallred27]

Nope.... and I called the support because it was still on warranty and they
told me I had to send the entire fitbit back including all straps and the
charger and then they would send me a replacement.. so go with nothing for
who knows how long.... extremely irritated and hoping for a firmware update
with a fix soon!

[Beka60]

If the watch was purchased at Kohl's, for example, who do I return the broken watch with this issue to?

[cp_ozie]

The heart rate flasher on the rear of the Fitbit is NOT working I have gone through all the instructions on your message and its still not working.

How come it is so hard to get any customer service.

It is literally impossible to speak to a person from the Fitbit company to resolve my issue.

I want my watch fixed otherwise I want a full refund.

[Cqueenie]

Same here even contacted customer service on the 5th of January who tried to solve the issue.

To date this issue has not been resolved. None of the steps she told me to do worked.

You are so correct. That is the exact date that I started having the same issues as you. Over priced pedometer is correct. I am truly considering getting the Apple Watch at this time.

Moderator edit: merged reply

[Smilliet]

CP,  have you rec'd ANY resolution??

[lallred27]

My resolution was a Samsung 3 watch

[Beka60]

Not sure he did, but my efforts with the same issue were in vain. "Not under warranty" any longer when the purchase date of my watch was still within a month and a half. Not a full year warranty. Was forced to purchase a new watch. Seems to me it was an update issue as so many people encountered the same problem. They wouldn't look into that though. Not when they can get you to buy a new watch 😉 

[Cqueenie]

No, I received no resolution. I may have to break down and get another one. However, I might consider upgrading to the Sensor Smart. But, I don’t know if they are worth the money.

Is it compatible with Apple products. I have a Samsung Phone but I do a lot of syncing on my IPad which is an Apple product.

Moderator edit: merged reply

[Cqueenie]

No, I haven’t received any resolution at this time. From reading all the comments in the Community, it seems that a lot of the problems are with the Versa 2. This is the one I have. I was considering upgrading to the Sense Smart, but still not sure if it’s worth the money.

Sent from my iPad