Versa 2 stopped tracking my heart rate after the update

[pgoddard10]

I updated to the latest firmware on my Versa 2 last week and since the heart rate monitor no longer works. This is the only reason I have a FitBit, so it's now pretty useless.

I've factory reset the watch and same issue.

Anyone found a solution yet?

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @pgoddard10. Thanks for stopping by in the Community Forums and trying to troubleshoot the issue with your Versa 2 before posting here. I understand where your concern is coming from. 

Before considering other options, please confirm you've tried 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? 

Hope this helps. 

[pgoddard10]

Hi @MarreFitbit , thanks for your comment but I saw you gave that as a suggestion to others so have already tried it. I also factory reset again and didn't change any settings in case it was an obscure setting somewhere. Same issue.

The green light did come on for a brief period after the factory reset (maybe a few minutes) but then went back off.

I'm wearing the watch in the same way I always do. It's not tracking my calories, sleep, or anything else that relies on the heart rate monitor.

I'm open to other suggestions to resolve this issue. I'm even happy to send you the watch for you to experiment with. It's not much use to me now, so if it can help you solve the issue then it's worth it.

[MarreFitbit]

@pgoddard10 I appreciate you had followed the tips and recommendations provided above.

I've created a case to get you in contact with our Support Team about this. They will be able to work with you and review your options. Please keep a lookout in your inbox to the email address associated with this Fitbit account. Someone will be in contact with you soon! 🙂