Versa 2 not tracking heart rate and sleep

[StephenV74]

I have a versa 2 that does not appear to track heart rate or sleep patterns anymore.  The green led on the base no longer lights up.  Any suggestions on how to deal with this? The device in question was purchased as an xmas gift just over a year ago, but was not put into use until dec 25 or 26.  

Moderator Edit: Clarified subject

[RicardoFitbit]

Hi @StephenV74, welcome to the Community Forums.

Thanks for bringing this to our attention and for the details that were shared in your post. To better assist you with this, can you please let me know when was the first time you experienced this situation? Is your Versa 2 not recording sleep information at all or Sleep Stages? If you haven't already done so, I recommend you to check the information that's specified on our help article: Why don't I see my heart rate on my Fitbit device? and try the troubleshooting steps to fix the heart rate sensors of your Fitbit device.

Looking forward to your reply. Let me know if you have any additional questions.

[StephenV74]

We have two versa 2 in the household. One works correctly. When operating the
green strobing led on the back face operates correctly. On the one having
issues the green led never operates. I have been through as many of the
troubleshooting articles as I can find and cannot find a program or setting
issue article that corrects the issue.

[StephenV74]

The issue began in October and gradually got worse until late November.   The issue began at the same time as the last program update, but I suspect that was a coincidence. 

[RicardoFitbit]

Thanks for your reply and the details that were shared with me @StephenV74.

I'm sorry to know that you're still experiencing difficulties with your Versa 2 and its heart rate sensors. For us to move on with this situation, can you please try the following steps and let me know if the issue persists?

1. For Versa 2, hold the back button for 10 seconds.
2. Let go of the buttons.
3. If you still have issues with your device, turn it off and turn it back on. For more information, see How do I turn off my Fitbit device?

I'll be here waiting for your reply.

[StephenV74]

Performed the recommended steps with no success. 

[RicardoFitbit]

Sorry about that @StephenV74, it's a pleasure to continue assisting you.

Let me share with you that our Customer Support team was contacted on your behalf to provide you further assistance with the difficulties you're currently experiencing. Please keep an eye on your email inbox because they'll be in touch with you pretty soon.

I'll be around if you need anything else, it was a pleasure to assist you.

[cmozeles]

I am having the same problems with my Versa. No heart rate or sleep patterns. It's been well over 2 months now..  please help

[cmozeles]

I have a Versa and I am having the same issues. I have tried uninstalling and reinstalling the app I have tried turning off the Versa and turning it back on I tried resetting it and nothing is helping

[cmozeles]

Check in your settings and make sure the heart rate tracker is turned on. I did the update also and didn't realize that it was turned off until today 

[StephenV74]

It's been checked 😁

[RicardoFitbit]

Welcome aboard @cmozeles and thanks for your reply @StephenV74.

@cmozeles Thanks for taking the time to share the steps you took to solve your heart rate tracking concern, the willingness to help here in the Community Forums is always appreciated and even more if you solve the issue. I've already created a case for @cmozeles so our Customer Support team get in touch with them to provide further assistance.

Anyways, I'll be here if you guys need anything else from my end. 

[bkerolle]

Hi! I’m currently experiencing the same thing. How can I get my HR monitor and LED lights to work again? Please and thank you! 

[bkerolle]

Hi! How did you get your LED lights to work again? 

[StephenV74]

I was unable to. For my situation a replacement tracker is being sent.

[b_k22]

Thank you! I’ll have to do the same as well!