Versa 2 stopped tracking my heart rate after the update

[12345677899900]

My heartrate monitor is not working after recent update. This causes many features I utilize, such as smart wake to not work in addition I am no longer tracking my heart health. These are features that weighed in my decision to pay more for a versa 2 at time of purchase and to choose fitbit. I see many posts with the same issue. What is fitbit doing to rectify this issue for its customers?

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @12345677899900. Welcome to the Community Forums. Thanks for the details provided in your post about the issues with your Versa 2. We‘re taking into consideration your comments and sentiments in regards to our products and services.

As a first approach, I'd recommend following the steps below:

• 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.
• 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.

For more information, see What factors can affect my heart-rate reading on my Fitbit device? 

As for the Smart Wake, please remove your alarms and set them again and the check if they work as expected. Keep in mind that when you set an alarm on your Fitbit Versa 2, smart Wake attempts to find the best time to wake you starting 30 minutes before the alarm time you set. If Smart Wake can’t find the best time to wake you, your alarm alerts you at the set time. For more information on how to set an alarm with Smart Wake, see How do I manage alarms on my Fitbit device?

Hope this helps. 

[K_dreamer375]

Doing this reset didn’t work for me. Both my Heart rate and sleep tracker stopped working last week. Frustrating as these are 2 of the key features I use daily.  From this forum, looks like I’m not the only one struggling with this issue. Any chance a software update could fix this?  Any other tricks you can recommend? 

[12345677899900]

The smart wake didn't work without the heartrate it just didn't go off. I agree it should have. Hence my comment that this is a bug in your firmware

[12345677899900]

You need to chat with the support group this is just a user's forum. From the place where you searched scroll to the bottom and choose ge support. 

[K_dreamer375]

Oh yes, I’ll be contacting customer service. Just wasn’t sure if the Fitbit Moderator would have another response for us here in this thread. 

[12345677899900]

I ended up doing a factory reset but disconnect before it pushes the update and now it works actually. The app is asking me to update again. I am tempted to do so to prove it is the update. If fitbit pushes an update that destroys the device. The device didn't break, fitbit broke it with their update. They should fix or replace. And to the customer support rep who said you can't go back in firmware I say, I must be houdini.