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Versa 2 stopped tracking my heart rate and sleep data

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‎05-18-2022 17:08 - last edited on ‎05-19-2022 06:24 by Fitbit Moderator

‎05-18-2022 17:08 - last edited on ‎05-19-2022 06:24 by Fitbit Moderator

The HR sensor is no longer tracking data and I no longer receive sleep data on my 3 year old Versa 2.  I have reset several times in the past few days.  A couple of weeks ago it stopped counting my steps but after a reset that was fixed.

 

Moderator Edit: Clarified subject

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12 REPLIES 12

‎05-19-2022 06:21 - edited ‎05-19-2022 06:22

‎05-19-2022 06:21 - edited ‎05-19-2022 06:22

Hi there, @AMcCall. 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. To do so, open the Fitbit app, tap on the Account icon, tap on your Versa'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 active minutes are also calculated by your heart rate.

 

On the other hand, 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.

 

Aside from this, I'd like to know if you're still having issues with your step count?

 

Hope this helps. 

Maria | Community Moderator, Fitbit


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‎05-19-2022 16:28

In response to MarreFitbit

‎05-19-2022 16:28

I followed you on turning off the HR.  However, you lost me on the manual sync.  I don't see an Account Icon when I go to my Fitbit app.  

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‎05-20-2022 08:21

In response to AMcCall

‎05-20-2022 08:21

@AMcCall Sorry for the confusion. By manual sync, I meant:

 

  1. In the Fitbit app, tap the Today tab > your profile picture > your device image.
  2. Tap Sync Now.

 

Let me know if the troubleshooting steps work. 

Maria | Community Moderator, Fitbit


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‎05-23-2022 14:56

‎05-23-2022 14:56

I reset the Fitbit as mentioned and noticed that battery was drained which was odd because I had charged it that morning.  I charged it again and the Fitbit got very warm.  I decided to move up to the Versa 3.

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‎05-23-2022 23:42

In response to MarreFitbit

‎05-23-2022 23:42

Hi I'm having this exact same problem and i have followed your advice above but with no effect still no heart rate or sleep activity on app or phone 

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‎05-24-2022 00:53

In response to SiBeck76

‎05-24-2022 00:53

I’m having same issue. Seemed to start early March but only just noticed. Tried fix above but no joy. Is it a bug?

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‎05-25-2022 00:57

‎05-25-2022 00:57

I’m having the same problem! First it was stuck on the same heart rate and now it won’t read at all. Contacted help on the chat this morning and did a factory reset but that still hasn’t worked! How long is warranty, as I’ve had my versa 2 just over 2 years

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‎05-25-2022 00:57

In response to MarreFitbit

‎05-25-2022 00:57

I’m having the same issue with heart rate not reading. How long is the warranty?

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‎05-25-2022 08:58

In response to Courteney12

‎05-25-2022 08:58

How do you do a factory reset?  I have the Versa 2 and it stopped heart rate and sleep info in Mid April.  

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‎05-25-2022 12:02

In response to Chackworth

‎05-25-2022 12:02

Hi.
Factory reset didn’t work for me.
Have just checked and the sleep part stopped working on the same day.
Question for Fitbit : Was there an update in March that caused this to happen as it seems a big coincidence that it has happened to quite a few versa2 watches around the same time.

Sent from my iPad
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‎08-11-2022 16:03

In response to MarreFitbit

‎08-11-2022 16:03

This solution either does not work or will work for only a few hours. Very inconsistent. Other ideas?

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‎08-12-2022 05:27

In response to MarreFitbit

‎08-12-2022 05:27

Am having the same issue. I have done everything under the sun to fix it. The watch is 8 months old. What a waste of money

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