Versa 2 stopped tracking my data

[cymrumart]

Hello 

My versa 2 is no longer tracking steps, stuck on one heart rate so not tracking my heart rate and failing to track active minutes or sleep. It has been acting on/off like this for about 4 days.

I have checked for a software update, rebooted the watch and checked the watch is fully charged. 
Does anyone have any advice on what else I could try ? 

Martin

Moderator Edit: Clarified subject

[MarreFitbit · Accepted solution]

Hi there, @cymrumart. Welcome to the Community Forums. Thanks for trying to troubleshoot the issue with your Versa 2 before reaching out. I understand where your concern is coming from. 

To better assist you, please make sure you've restarted your Fitbit device as suggested here How do I restart my Fitbit device?. If the restart doesn't work try to change your clock face. If this fixes the issue, you can change your clock face back to the original clock face.

If the issue persists after trying the above, try the following:

1. Remove the Versa 2 from your phone's Bluetooth settings and in the Fitbit app.

2. Turn off other Bluetooth connections when not in use.

3. Plug it into the charging cable and open the Fitbit app.

4. Set up your Versa 2.

Test and sync your Fitbit device to see if it's now tracking your steps and other data.

If your Versa 2 is still not tracking your heart rate, sleep, and AZM, I'd recommend trying the following steps to make sure your heart rate is working:

• Switch the Heart Rate settings from On to Off and manually sync your watch. To switch the heart rate settings on your watch, from the main screen of your watch, swipe left until you see "Settings", next swipe up until you see "Heart Rate" and switch it to Off.
• Once it's done, manually sync your Versa 2. To do so, open the Fitbit app, tap on the Account icon, tap on your Versa 2's image and tap on "Sync Now" 
• Next, switch it from Off to On and manually sync your watch once again. 
• Once it's done, restart your watch once again. 
• Next, confirm that your tracker is snug on your wrist (the lights shouldn't be visible) We also recommend when you're not exercising, wear the tracker just above the wrist bone.

Hope this helps. 

[cymrumart]

Hello @MarreFitbit 
Sadly since trying your suggested fixes not only does the Fitbit no longer track anything but now the lights underneath the watch no longer work. 
I am not sure what else to try now. 
with kindest wishes 

Martin 

[Hcr1570]

I’ve just had to do a complete reset of my versus 2, it’s still not recording my data correctly, no heart rate, sleep well I know I had more than 4 hours, not recorded my exercise properly. It wouldn’t surprise me if Fitbit intentionally manufactured the watches to do this after the warranty runs out, only had mine just over two yes, should last longer than this. Apple here I come!

[cymrumart]

Hello @MarreFitbit 

I have tried all your fixes but nothing is working, still the heartbeat and steps are not being tracked and effectively the watch now only tells the time. 
The lights on the reverse do not light up still and the watch is under 2 years old. 
What am I supposed to do ? 
with kindest wishes 

Martin