Versa 2 stopped tracking my heart rate and sleep data

[Peterkenfly]

Hi,

I have a Versa 2 and about 2 weeks ago the heart rate sensor stopped working and the sleep tracker also stopped. I have tried enabling, disabling, restarting and updating but to no avail. From the forum pages this appears to have happened to a lot of customers. Is there a fix? 
Peter

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @Peterkenfly. 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. 

As a first approach, 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.

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

Keep in mind that you must see sleep stages in order to see your sleep score information. Please swipe left on the Sleep Score graph, here you can see information about your weekly sleep average and sleep duration. To get more detailed information, see What's sleep score in the Fitbit app?

With that in mind, 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?

Hope this helps. 

[Peterkenfly]

Hi,

Thank you for your email. As I explained in my post I have tried your
suggestions that you made in reply to the same problem other people on the
forum were having for the last 2 weeks. To ensure clarity, I followed your
instructions again, with the same result, nothing. When will Fitbit
acknowledge that somehow an update has failed and caused this problem? When
will it be fixed? It would make me seriously think about purchasing another
Fitbit or recommending them to anyone.

Please fix the problem and stop sending stock answers that everyone is
saying doesn’t fix the problem. Find the solution!

Thanks

[MarreFitbit]

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

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.

We hope your issue is solved soon. 

[Swatson81]

Here I thought I was the only one with this issue. Ever since the update everything has basically stopped working.

[Peterkenfly]

It is a common problem. I contacted customer support and as it was still in warranty it will be replaced.