Versa 2 stopped providing my sleep stages

[Kimsok]

My Versa 2  sleep tracker stopped working properly on Tuesday 18 Jan (Monday night’s sleep) when it only displayed the old style of sleep tracking.It then didn’t work at all for two days and now it is working again but still with old style of reporting. 
Anyone else experienced this? What’s going on?

I am a LONG time user of Fitbit so I’m pretty disappointed. 

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @Kimsok. Welcome to the Community Forums. Thanks for the details provided in your post about the issue with your Versa 2. I understand where your concern is coming from. 

I recommend considering the following in order to get sleep stages:

• If you slept in a position that prevented your device from getting a consistent heart-rate reading or wore it too loosely. For best results, wear your device higher on your wrist (about 2-3 finger widths above your wrist bone). The band should feel secure but not too tight.
• If you used the Begin Sleep Now option in the Fitbit app (instead of simply wearing your device to bed). For more information on automatic sleep tracking, see How do I track my sleep with my Fitbit device?
• If you slept for less than 3 hours.
• If your device’s battery is critically low.

For more information, see What should I know about Fitbit sleep stages?

[Kimsok]

Thanks but none of these things really apply to my situation but as you can see I stopped getting proper tracking. 

 

[pascott1997]

Same thing happened to me. I was instructed to go back to factory reset. Lost other settings. Like tracking my weight, tracking my water, etc.

[Skrizan]

Did the reset work?  I have the same issue.  Received Versa2 as Christmas gift and after weeks of working fine, on Wednesday It started showing only basic sleep stats, no day found for a couple other stats.

Update: Correction on previous post - no data found, not no day found.

[Kimsok]

Thanks. Did it work?

[Skrizan]

I did the factory reset and it did work.  Everything was tracked last night and I have the slleo score and stages back.  Really kind of annoying though, hope I don't have to do this once a month.

Update: I wish I could edit a post also...  SLEEP score was back.

[QueenMab]

I’m also having an issue with it tracking all of my health metrics. I’ve had this for a month and have been wearing it constantly and I’ve only had one day were I got all my numbers. All the responses to fix it (from the Fitbit team) are generic and don’t actually seem to solve the issue. I’m very disappointed. 

[Skrizan]

Very disappointing, It only worked one night after the factory reset, back to basic sleep details and no data for breathing rate.  The generic response telling you how to wear it is ridiculous for those of us who have been wearing it without issue for extended periods and then it starts acting up.

[QueenMab]

I agree. The responses are no help. It seems like they never even read the issue and just copy and paste a reply. Extremely frustrating and no solutions. What a crap product. Should’ve sunk my money into something more reliable. I’ve also posted a question looking for help and have received no reply. Frustrating. 

Update: We need more help than these copy and pasted replies. We’ve all been doing the correct measures. Something is faulty with the app/program. Please get it fixed!!!

[MarreFitbit]

@QueenMab @Kimsok @Skrizan I appreciate you had followed the tips and recommendations provided above. We‘re taking your comments and sentiments in regards to our products into consideration.

At this moment, I’ve reached the limits of what I can do for you here on the public community forums. The best way to get help for this problem is to chat with us online or give us a call. Click here to get connected.

@pascott1997 If you still need help, please feel free to contact our team back so they can continue assisting you.

We hope your issue is solved soon. 

[JennyRo]

The main reason for wearing the Versa2 is to track sleep and heart rate.  It has not worked since January 18 for me as well. I tried the reset, updates etc. Nothing. 

[Kimsok]

Thank you for replying although I don't know what help you can be. I am in New Zealand so it will be hard to schedule a call. I didn't think I had to worry as on Monday morning (NZ time) my sleep score (and resting heartrate) reappeared after going away for 7days and now it has disappeared again after returning for one day!

[Kimsok]

RESULT!!

For those still following this thread I believe I have fixed my issue 🤞

I realised my sleeptracker wasn't working because my heart rate monitor had stopped working (wish I'd figured that our earlier...😅)

So I just turned my heart rate off on my watch synced it, turned it back on, synced it again and then turned my watch off and back on and it seems to be working again.

Hopefully this might someone.

[pascott1997]

I found my fix. I had to took off my sleep log, reset and it started logging my sleep stage last night. My heart rate is on, as well as my step log. Will see if it is consistent. One night down.